frequently asked questions

CAN I STILL PARTICIPATE IF I AM NOT AN XPLR PASS MEMBER?

At this time the Trade-In program is an exclusive benefit for our loyalty members. The program is free and you can sign up here.

CAN I TRADE-IN PRODUCT IN-STORES?

No, participation in the Renewed Trade-In program is only accessible via the online portal. Trade-In product cannot be dropped off in store.

MY ITEM ISN'T LISTED, WHAT CAN I DO?

Unfortunately we are unable to accept every product made by The North Face. If you have an item that does not fit into one of the current product categories we cannot accept it (so please don't send it in). If it is clothing or footwear, our Clothes The Loop program is an excellent option.

HOW LONG WILL IT TAKE TO GET MY GIFT CARD AFTER I SEND AN ITEM?

We expect process your item within three business days of receipt. Depending on your location you should receive an email notification from The North Face Renewed within two weeks of shipping. If it has been over three weeks please reach out to our customer service team.

CAN I SEND MORE THEN ONE ITEM?

You can send up to THREE ITEMS, up to three times per year. Full terms and conditions can be found here.

WHAT QUALITY WILL YOU ACCEPT?

We will accept garments in lightly to moderately used condition.  Heavily used garments or those with large damage (big tears, missing components, broken trims) should not be sent back. More information can be found here.

IF IT MY ITEM IS NOT APPROVED WILL YOU SEND IT BACK TO ME?

Unfortunately, we are unable to send back your items.

DO I HAVE TO PAY FOR SHIPPING?

No, you do not have to pay for shipping. Once you have confirmed the items you would like to send back and provided your information a pre-paid shipping label will be emailed to you.

CAN I USE THE GIFT CARD ON THE NORTH FACE RENEWED?

Unfortunately, at this time the gift card cannot be used on The North Face Renewed. This is something we are working on and hope to offer in the future!