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REI is actively reviewing its policies and procedures per the Centers for Disease Control and Prevention's new guidance for COVID-19.
As we have since the start of the pandemic, we’ll continue to prioritize the health and safety of our employees, customers and communities.

Re: How do product exchanges work right now?

I just used my dividend and the most recent member coupon to purchase a pair of shoes...but they're too small. I'd like to exchange them, but am unsure how if I can't swing by my local store. 


3 Replies


Thanks for reaching out!

At this time, we are encouraging customers who have returns or exchanges to wait for our stores to reopen, if possible. If you would like to facilitate your return through the mail, you can find the instructions for that process here.

Hope this helps!

At REI, we believe time outside is fundamental to a life well lived.

I'm happy to wait until stores reopen to return the shoes, but I'd like to order the correct size in the meantime.  The issue is I used my rewards to get them cheaper so how can I fix this?


@vsquarles this gets trickier for sure. Because we don't have access to individual orders here in the community, we'd recommend contacting our Customer Support team at 1-800-426-4840 to explore your options, noting that wait times may still be a bit longer than normal as our teams continue to help folks post-sale.

At REI, we believe time outside is fundamental to a life well lived.