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Free Return Shipping

If I understand REI’s return policy correctly a shipping charge will be subtracted from the return amount even if the item was damaged during shipping. If this is correct why can’t REI make an exception to its policy during this time of store closure or, in the case of oversized items make exceptions to in-store returns? I bought a bike on April 22, it was delivered on May 13 with damaged forks making the bike unrideable. Since I didn’t feel like waiting several more weeks for another bike or repair I bought one at a local bike shop. I’ve been holding off paying the charge on my credit card as I’m not paying interest yet though my time is quickly running out. I can understand telling people to please wait until stores open for normal returns but for damaged, unusable items, especially oversized, I think a process could easily be set up to drop off a return at a local store.

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I shop at park Potomac in Rockville ,Maryland 

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@Cat2 thanks for the response! We anticipate having several MD area stores open next week and the week after. We'll loop back here in the community to confirm when Rockville has opened, and you can always check the local store page for current hours of operation and services. We really do apologize for the delay in having you be able to return your items in-store.

At REI, we believe time outside is fundamental to a life well lived.
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@Cat2 in case you hadn't seen, our Columbia and Timonium REI stores have reopened for in-store shopping and returns. It looks like Rockville has another week or so before they are ready to reopen; we'll try to loop back again with that info when we have it!

At REI, we believe time outside is fundamental to a life well lived.
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@Cat2 in case you hadn't seen, our Rockville REI store has reopened for in-store shopping and returns! When you come in, you'll notice we are running our stores a bit differently and you can read about some of the changes you can expect in our FAQs, including queues outside and required face coverings.

At REI, we believe time outside is fundamental to a life well lived.
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 Store opened !!!Thank you so much I had no idea

So basically if you don't live in a state where there's an REI store like I do) you're gambling when placing an order? $8.95 is way too much to have to pay for a return, which makes me sad because I'd really love to order a jacket, but it has mixed reviews and I'm just not sure it's worth the risk of spending nearly $10 out of pocket to send it back if it's not a good fit. 

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@cathyh Thanks for reaching out with your question!

You care correct: if you do not live near an REI store and your only option for a return is to mail it in, you are running the risk of having to pay the shipping to return it if it is not a good fit. One option could be to ask the community here if anyone has experience with the fit of that particular jacket to see if you could get some more insight before committing to a purchase. We recently had a customer from Ecuador ask a similar question in a post, Can someone help me with the fit of the Salomon X Ultra hiking shoes?, because they ordered the wrong size and want to make sure they have the correct shoe before ordering again. We are hoping they get the assistance they need when making their buying decision.

Hopefully this helps, thanks!

At REI, we believe time outside is fundamental to a life well lived.
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@REI-JohnJ  That's a disappointing answer, but thanks. I'd say seeing mixed reviews is similar to "asking the community", but maybe you view that differently. Either way, it sadly sounds like REI isn't the company for me. 

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Hello,  I am joining this conversation too.  I am very disappointed with REI's return shipping cost.  In all other ways, REI has been at the forefront of service.   So many companies offer free return labels to make it simple and no contact.  I am sitting on two pairs of shoes and refuse to pay $8.95 return shipping and now have to navigate going into a store when I do not wish to shop indoors.  I just recently returned a pair of shoes to Nordstrom and it was so effortless and I had the either option of free return mail label or curbside return.   The online service with instructions was amazing and fast.   Surely REI can figure this out and soon.  I no longer want to shop for shoes in the store.   I ordered two sizes and they still did not fit correctly.   And now I have to go into the store for the return which at the moment, I refuse to do.   With that being said, REI needs to step it up during this trying time.   I no longer want to shop for anything with the hassle of the return which used to be one of the best return policies.    

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Ordered a jacket.  It didn't fit properly.  Went to return it.  Found out I had to pay $8.95 to return this item.  I actually wanted to exchange the item.  But I am so angry about the return shipping that I am just going to return this item and be done with it.  Quite frankly, I don't want to shop at REI at all after this. 

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