Frequently Asked Questions

Customers may experience some delays in online orders and returns due to the ongoing COVID-19 pandemic and recent California wildfires.

Apologies for any inconvenience. If you have questions, please contact our Customer Service team.


Can COVID-19 spread from packages or objects?

The World Health Organization reports that it is safe to receive a package from an area where COVID-19 has been reported, stating “The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, traveled, and exposed to different conditions and temperature is also low". For more information and to view the complete Q & A on COVID-19  from the World Health Organization, please click here. 

Since your stores are temporarily closed, are there any alterations to your return policy?

In light of recent events and with our stores being temporarily closed, any purchases made in-store from February 2020 until March 2020 will have an extended return window of 30 additional days.  Our general return policy can also be found here.

Do I still have to sign for my shipment?

FedEx and UPS have both temporarily suspended the need to sign for deliveries. Until further notice, both services will deliver packages without the need for a signature. 


Why have your stores temporarily closed?

After careful consideration of the evolving COVID-19 coronavirus outbreak, we’ve decided to temporarily close our retail stores. While our goal is always to provide an exceptional shopping experience and a place for everyone to explore, the health and wellbeing of our extended community remains our highest priority.  We are closely monitoring the situation so we can re-open our stores at the right time. Until then, visit us at to shop our latest products.

Will shipments be stopped at this time?

No. Associates at our Distribution Centers will continue working hard to get the items you’ve ordered from The North Face shipped out to you.



No price thresholds for Standard Shipping.

Do you ship to P.O. Boxes or APO/FPO addresses?

Orders being shipped to P.O. Boxes or Military APO/FPO addresses will only be shipped via US Postal Service. Please note, express shipping is not available to these locations.

Can I ship my order to someone else?

Yes, orders can be shipped to a different address than the billing address. After you enter your billing address during checkout, you’ll have the option to enter a new shipping address.

How long will my order take to arrive?

Due to COVID-19, our estimated shipping time is 7 business days.

Unfortunately, we are not offering 2-day or Overnight shipping at this time.

Signature is required on all orders over the amount of $500.

How do I know when my order ships?

When your order ships, you’ll receive an email confirmation with the tracking number(s) and estimated delivery date(s).

How do I track my order?

When an order is shipped, we’ll update your account to show the tracking number(s), and send you an email with the same information. Using the tracking number(s) provided, you can follow the path of your order from our warehouse to your destination.

What is Bonneville Environmental Foundation (BEF)?

Carbon emissions associated with orders on are measured and offset by The North Face® via Bonneville Environmental Foundation

What are The North Face’s shipping terms?

The legal title to purchased product transfers to the buyer at point of shipment.

When will a signature be required for my order?

A signature will only be required should your order exceedes $500.00. This is to ensure your shipment is handled appropriately.

Company Background

Why is the company called The North Face®?

In the Northern Hemisphere, the north face of a mountain is generally the coldest, iciest and most formidable route to climb. Our founders thought this name reflected our mission and dedication to the extreme.


What does The North Face® logo represent?

The North Face® logo was inspired by the Half Dome in Yosemite, revered as one of the greatest big walls in the world. Our logo was created as our interpretation of this great wall.


What payment methods do you accept?

We accept Visa, MasterCard, Discover, American Express, debit cards with a Visa or MasterCard logo, PayPal, and The North Face® Gift Cards. 

Can I use a debit card?

Yes, debit cards with a Visa or MasterCard logo are accepted.

Do you accept PayPal?

Yes!  To use PayPal, select the logo at checkout and follow the instructions to login via PayPal.

Why doesn't my promo code work?

Please check that you entered the promo code exactly as shown, without spaces. If the problem continues, please check the terms and conditions of the coupon, our Coupon Policy or give us a call at 1-888-TNF-1968.

The address I typed is correct, but it's not being accepted. What should I do?

Does the address you typed match the address on file with the credit card company? If it does, and you still encounter a problem, please call our Customer Center at 1-888-TNF-1968.

Why does my card show two charges?

Sometimes credit/debit card statements contain two transactions, but this is only temporary. When a purchase is made, an authorization charge is placed on credit/debit cards which temporarily hold funds. This is not actually a charge on your card. Once the order has been shipped, this authorization becomes an approval and charges your account. The authorization falls off under 72 hours from when you ordered.

For your security, we may pre-authorize $1 to verify your billing address and credit/debit card information. If successful, we’ll charge the full amount of your purchase (plus sales tax and shipping) once your order ships. If this $1 pre-authorization fails, we will not authorize your purchase. The $1 pre-authorization will drop off from your account within 2-3 business days.

How is sales tax calculated?

Taxes that appear on your order are approximate. The actual taxes charged to your credit card will reflect the applicable state and local sales taxes, and will be determined when your order is shipped.

How are custom orders different?

Custom orders will be charged immediately to the form of payment as orders are final and are not eligible for returns, cancellations, changes or alterations.

Custom Denali Jacket orders placed after Nov. 22 will ship in January 2018.  Estimated delivery date: 4-6 weeks for Custom Products

Can I cancel my online order?

We immediately start to process your order as soon as it’s placed. There isn’t a delay that allows us time to cancel or change orders once they’re submitted.  

Please note you can return your order within the 60 day delay mentioned in our return policy. We apologize for any inconvenience.


Can I get a price adjustment for items now on sale?

Online and in-store price adjustments can be made within 2 weeks of the original purchase to receive sale pricing if the exact size and color are currently in-stock.  For more information, call our Customer Service at 1-888-TNF-1968.



Available from $10-1,000, Gift Cards and eGift Cards are redeemable at, The North Face® Retail Stores, and The North Face® Outlets.

How can I use a Gift Card/eGift Card?

These can be used in combination with a credit card, and multiple Gift Cards/eGift Cards can be used at once. To redeem online, enter the unique Card number and PIN at checkout. To redeem at The North Face® Retail Store or Outlet, bring in the Gift Card, or print a copy of the eGift Card, and hand it to sales associate at checkout.

How can I check the balance?

Your balance can be checked by calling 800-242-5353. You must have the Gift Card/eGift Card to check your balance.

How will I receive it?

Gift Cards are shipped individually, via free FedEx SmartPost. eGift Cards are emailed within 24 hours of purchase, or can be emailed on a selected date.

Why isn't my Gift Card being accepted?

Please verify the unique code and PIN number are entered exactly as displayed on the Gift Card. If you still have issues, contact our Customer Service at 1-888-863-1968.

If you’ve purchased a Gift Card at one The North Face® Retail Stores, and it begins with the numbers “2005”, you cannot redeem this Gift Card online. Please bring this card to any of our Retail Stores to exchange it for a Gift Card that can be used online, or use it on an in-store purchase.

Can I use my Gift Card in a different country from where it was purchased?

No. Gift Cards purchased in the U.S. may only be used in the U.S. Gift Cards purchased in Canada may only be used in Canada.

When will I receive an eGift Card for items I've returned?

If you chose to get a credit in the form of an eGift Card for returned item(s), we will issue the eGift Card once your item(s) are received. Please allow 24 hours for your eGift Card to be emailed to you after item(s) have been received.

Terms and Conditions

Gift Cards/eGift Cards can be used to purchase merchandise at and at any of The North Face® Retail Stores within the U.S. operated by VF Outdoor, Inc. To check the balance of your Gift Card/eGift Card, call 800-242-5353. You must possess the Gift Card/eGift Card number and PIN number in order to check your balance. Gift Cards/eGift Cards can be redeemed only for merchandise and cannot be redeemed for cash or applied as payment to any account. No variance from these terms and conditions will be allowed except in those states where legally required. Use of the Gift Cards/eGift Card constitutes acceptance of the terms and conditions.

Gift Cards/eGift Cards cannot be returned online, or in-store, and no special offer may be used to purchase a Gift Card/eGift Card. Gift Cards/eGift Cards cannot be redeemed for cash (except in states where legally required), and are not refundable if lost or stolen. Gift boxes are not available for Gift Cards.

If a physical Gift Card is lost or stolen, please provide the original or recent sales receipt indicating the date of purchase, along with photo identification. A replacement card will be issued for the dollar value remaining on the card at the time you reported the card lost or stolen. You must present a sales receipt showing a balance on the Gift Card in order for a replacement card to be issued.


How do I sign in?

If you are a returning customer, click the ‘Sign In’ tab located on the top of the screen, and enter your email address and password. If you are a new customer, click the ‘Sign In’ tab, and create an account.

How do I update my account and address?

You can update your information by signing in to your account, and click the ‘My Account’ tab located at the top of the screen.

How do I update my payment information?

Sign in to your account, and click the ‘My Account’ tab located at the top of your screen. Once you’re in the ‘My Account’ section, you will be able to update your payment information.

How do I change my password?

Sign in to your account and click the ‘My Account’ tab located at the top of the screen. Once you’re in the ‘My Account’ section, you will be able to make any changes to your account.

How can I reset my password?

In the ‘My Account’ page, click on “I forgot my password”, located underneath the sign in. This will open a new window, where you’ll be asked for your email address. Enter your email, and we’ll send you a new temporary password. Follow the instructions on the email to log in with this temporary password, and how to create a new one.


Can I get a gift box with my order?

There’s no need to grab wrapping paper or tape, we offer gift boxes in a variety of sizes that will get any athlete’s attention.  Our 100% recyclable gift boxes cost $5.95.

Gift boxes appear as the image below.  They feature the iconic Half Dome scenery with a red ribbon to keep the box secure.  

Inside every gift box you will receive tissue paper that contains 60% post-consumer recycled content and is 100% recyclable. The tissue paper can be held together by an included sticker from The North Face.

Include a free gift message with any order.  Just fill out the information at checkout.  If you tag an item as a gift at checkout, the amounts will not be shown on the receipt. If you choose to include a gift message, the card and sleeve included are made from 100% post-consumer waste, is 100% recyclable, and is FSC certified.  

Gift boxes are not available for Custom Denali Jacket orders, footwear and equipment (i.e., tents, sleeping bags, packs).




How do I request a donation or sponsorship?

For donation or sponsorship requests, please click here.

Do you still offer custom designed Denali Jackets?

We are currently changing the supplier of our Custom Denali Jackets.  We shall be offering them again soon, please keep checking back on the website for availability.

What is The North Face Renewed?

The North Face Renewed is a collection of refurbished clothing remade to explore, more. Whether returned, damaged or defective, it's inspected, washed and tuned up for your next adventure. It’s the same quality and performance you expect from The North Face with less impact on the earth.


Check out


How can I find out about job openings with The North Face®?

To browse through our current job opportunities, check out our Careers section.


Why Shop TNF?

The North Face® is committed to bringing you premier, technical, authentic, innovative products that enable and inspire exploration. By shopping from us directly, you receive the best customer experience, expansive product knowledge, and the largest selection of The North Face® products in one place.

Perks with Purchase

Lifetime Warranty The North Face® products are fully warranted to the original owner against defects in materials and workmanship for the lifetime of the product. Period. If a product ever fails due to a manufacturing defect, even after extended use, we will repair the product, without charge, or replace it, at our discretion.

Largest Selection of Gear and Apparel As the premier supplier of authentic and technically innovative products, features more branded apparel, footwear, equipment, and accessories than any other retailer. Visit us first for the broadest wealth of product information and largest selection of products. If we don’t have it, it probably doesn’t exist.

A+ Better Business Bureau® (BBB) Rating An accredited business since 2009, The North Face® has an A+ rating on a scale from A+ to F. In case you’ve been out of school for a while, an A+ is pretty good. We work diligently to resolve any issues that arise, and work even harder preventing issues from ever impacting you.

In-Store Pick-up Buy online to avoid shipping charges and pick-up your order at your local The North Face® Retail Store within just a few business days. To be eligible, choose the In-store pick-up option at checkout, select the nearest The North Face® Retail Store, complete your order and wait to receive an email notification from us letting you know your item is available at the selected store.

Online Customer Reviews With over 10,000 customer reviews and counting, product reviews are a great source of information to consider while shopping Read what others are saying about a product to form a second, third, or fourth opinion before you buy. Reviews are found on each product page.

See It In Action Watch our athletes climb, ski, run, and more in our products - and hear in their own words what features they rely on in each product.

Bonneville Environmental Foundation: Carbon emissions associated with orders on are measured and offset by The North Face® via Bonneville Environmental Foundation.

Follow us on Twitter & Facebook See what we’re up to, and be the first to know of upcoming announcements, products, and promotions on our Facebook and Twitter page. Check out our exclusive Fan Shop on our Facebook page with limited-edition gear you can’t find anywhere else.

The North Face® Mobile Shop from the road with mobile sites designed to keep you connected, while you’re out exploring.