frequently asked questions

MY ITEM ISN'T LISTED, WHAT GIVES?

Unfortunately for pilot we are unable to accept every (or most) North Face products.  In order to have a controllable and measurable pilot we therefore had to limit to items we know we can repair, refurbish and hopefully resell.  In the future we aspire to accept most North Face products.

BUT SERIOUSLY, CAN I SEND YOU SOMETHING ELSE?

Technically, you can, we will have a hard time stopping you.  However, we won't be able to process the item and we will remove you from future Takeback campaigns.  If you feel strongly that you have an item you think we will want, you can reach out to us and we can figure something out.

HOW LONG DO I HAVE TO SEND AN ITEM BACK?

You will have until October 14th 2020, from initiation to get an item in the mail.

CAN I SEND MORE THEN ONE ITEM?

Well, sort of... You can, however, we will only be sending you one prepaid label (or package) and one promotional code per participant.  So for pilot, we would suggest only sending one item in and then waiting for the full scale program to include the next!

WHAT QUALITY WILL YOU ACCEPT?

We will accept garments in lightly to moderately used condition.  The pilot will be used to better understand the general condition we can expect with a takeback program.  Heavily used garments or those with large damage (big tears, missing components, broken trims) should not be sent back.

IF I SEND YOU A SERIES LEVEL JACKET (SUMMIT, FLIGHT, BLACK), WILL MY PROMOTION CODE WORK ON A NEW SERIES ITEM?

Unfortunately, no.  Our current system does not allow for promotions on series level product.  However, this could change based on the pilot, so please leave your feedback.

THE INCENTIVE YOU PROVIDED ME IS NOT ENOUGH! CAN I HAVE MORE?

Unfortunately, no.  We have built the incentive based on our financial model in order to resell or recycle your item.  At this time we are unable to offer a higher incentive.  A survey will be sent out at the end of the pilot and we would love to hear from you at that time (this is how we get better).

I REQUESTED A PREPAID LABEL AND PACKAGE TO BE SHIPPED TO ME, HOW LONG WILL THAT TAKE?

Your label and package in on the way! It is being shipped directly from the Renewed factory in Cascade Locks, OR. In general, it should arrive in 3-5 business days.

YOU DIDN'T ANSWER MY QUESTION, WHO CAN I TALK TO?

Well, shoot, we tried.  If you would like to contact us, email tradein@thenorthfacerenewed.com and we will do our best to clear things up.