Simply put. They don't. REI does not offer free shipping on orders under $50, or free returns. If you want to purchase anything under $50 from REI plan on having the price marked up. In contrast REI's largest competitor offers free 2 day shipping and free returns to all their members. You can consistently find the same items you can from on amazon prime for a lower price. REI does nothing and continues to do nothing to rise above the competition. You can't even get an answer from management when this answer was clearly directed at them @REI-JenK