How can we help?

Can I check out as a ‘guest’, rather than signing up for an Smartwool account?

Sure. We get it – creating an account can be a hassle.

What if my billing address is separate from my shipping address?

No problem. In the billing step of check-out, you’ll have the option to use a different address than the one you provide for shipping. Just find the little checkbox near the top of the billing page.

Why didn’t my coupon or discount apply to my order? 

Most of the time, a coupon will not apply to product that is already discounted, as offers can’t be combined. If you’re having trouble, we’re happy to help sort it out, just get in touch with us below.

Can I order an ‘out of stock’ item as a backorder? 

Sorry if we’ve sold out of what you really wanted. Unfortunately, we cannot accept backorders.

How can I change my username and/or password? 

Just pop over to your account page. You’ll be able to change your info in the personal details section.

Can I cancel my online order?

Once you have placed an order, we cannot cancel or change this. If you have changed your mind about an order, you can make a return by following the instructions on our returns page here.

When will my order ship?

Please allow 1–2 business days for your order to be processed and dispatched. Once dispatched, you will receive an email with your tracking number. Delivery typically takes 3–5 business days after dispatch. Please note that during sale, promotional, or peak periods, processing and dispatch may take longer than usual. Business days refer to Monday through Friday, excluding public holidays.

What is the cost of shipping?

Orders under $89 are charged a flat rate of $10. Orders of $89 or more receive free shipping. For more details on shipping costs, pop on over to our shipping page.

How will my order ship (carrier)? 

All orders will ship with New Zealand Couriers. For more details on shipping options, visit our shipping page.

How long will my order take to arrive?

With everything running smoothly, you can expect delivery within 3-5 business days from the day you place the order. All orders ship from Auckland, New Zealand. For more details on shipping times, head over to our shipping page.

I can’t find my address during checkout. What should I do?

Please ensure that you are entering the correct details and check for any errors. If your address is new , it might not appear in the suggestions. In this case, kindly enter your address manually in the designated fields.

Why am I getting incorrect address suggestions during checkout?

The address suggestions come from a database that might not always be current or complete. If you encounter incorrect or incomplete suggestions, please manually enter your full, correct address.

How can I track my current order?

Once your Smartwool order has been shipped, we’ll send you an email with your tracking number. Alternately, you can track your order with an order number and email address here, or if you ordered while signed in with an account you can find the shipment and tracking information in your order history.

How long do I have to return an item?

You can return smartwool that you purchased directly from smartwool.com as long as it is unworn, unwashed, and in the original packaging with tags attached.

How do I return an item?

Easy - the best place to start a return is on our returns page. That page should have all the info you need but reach out if you need any further help.

When will my return be processed?

Once we receive the returned item(s) it’ll take us a few days to inspect and process your return, at which point we’ll email you to confirm. It shouldn’t take more tha 10 business days.

What is the Smartwool warranty policy?

We stand by the quality of our products, which is reflected in our warranty policy. If your icebreaker garment shows faults in fabric, stitching, or manufacturing within 12 months of purchase, we will replace it. Please do not send your garment before submitting a warranty request and receiving our response.

Complete the form here as soon as possible so we can assess its condition and guide you on the next steps.

How do I make a warranty claim?

The best place to start your warranty request is by filling out the form on our warranty page. It’s one of our longer forms, but the more detail we have, the quicker we can help get it sorted. Please do not send your garment before submitting a warranty request and receiving our response.

What is the best way to care for Smartwool products?

Great question. We want everyone to get the most out of their Smartwool. Check out our top tips on the care page.

How do I remove myself from your mailing list?

Easy, just click ‘unsubscribe’, found near the bottom of any email you receive from us, and you’re done! Or get in touch with us below and let us know you’d like to be removed from our list.

How do I update my email address?

Please reach out to our Customer Service team to update your email address.

Will my order history transfer if I update my email address?

While we can’t automatically merge accounts, our Customer Service team can manually change your email address. Your order history will still be visible under “Orders & Returns”