# US Support > US Support knowledge base – help articles and documentation. ## Promotions & Sales - [Do I need to return my free promotional item?](https://help.cotopaxi.com/en_us/do-i-need-to-return-my-free-promotional-item-SJJHShR5u.md): Got a cool free gift with your purchase but have to return some other items? If you fall beneath the promotion threshold after returning an item, you will ne... - [Why can’t I return a final sale item?](https://help.cotopaxi.com/en_us/why-can-t-i-return-a-final-sale-item-BkrIaTJi_.md): As we have advertised in multiple areas during the checkout process, we are unable to accept ANY returns or exchanges on our final sale items. We typically s... - [Can I use a discount code AND opt into a promotion?](https://help.cotopaxi.com/en_us/can-i-use-a-discount-code-and-opt-into-a-promotion-HyCGCGesO.md): So you have an awesome discount code and want to opt into a promotion we're having on the site? Shoot... that is a tough one, but only ONE ... - [Can you apply a discount or promo code after I’ve placed my order?](https://help.cotopaxi.com/en_us/can-you-apply-a-discount-or-promo-code-after-ive-placed-my-order-BkrpgXloO.md): We are unable to retroactively apply discounts once an order has been placed. If you have a discount code you forgot to use, please contact us as quickly... - [I forgot to add the promotional item to my order. Can I still get it?](https://help.cotopaxi.com/en_us/i-forgot-to-add-the-promotional-item-to-my-order-how-do-i-get-that-BJbYXeou.md): Once your order is processed, we are unable to make any edits or adjustments. This includes adding a promotional item to an order. If you placed an order in ... - [Can I opt into a promotion or sale that started after I made my purchase?](https://help.cotopaxi.com/en_us/can-i-opt-into-a-promotion-or-sale-that-started-after-i-made-my-purchase-rJ6fbdjnO.md): If you see something on sale, don’t wait around to buy it! Sale prices are not permanent and promotions often end within a few days. If an item purchas... - [Does Cotopaxi price match other retailers' prices?](https://help.cotopaxi.com/en_us/does-cotopaxi-price-match-HJy8W_jh_.md): We’ll match any authorized U.S. retailer’s price as long as the item is in stock in the same size and color on the competitor’s site. Price... - [Does my US giftcard/discount work on the EU site?](https://help.cotopaxi.com/en_us/does-my-us-giftcarddiscount-work-on-the-eu-site-rkGNIO9Wr.md): - [Can I use a discount code on an item that is on sale?](https://help.cotopaxi.com/en_us/can-i-use-a-discount-code-on-a-sale-item-H1MW5XO42.md): Sorry friend - [Why is there a price difference on some products?](https://help.cotopaxi.com/en_us/why-is-there-a-price-difference-on-some-products-SJ45lemDA.md): How to Resolve Price Discrepancies When Shopping Online A StepbyStep Guide Shopping online offers convenience and access to a wide range of products but ## Returns & Exchanges - [How do I start a return or exchange?](https://help.cotopaxi.com/en_us/how-do-i-process-a-return-rJCgt509O.md): Items must be returned or exchanged within 30 days of purchase for US orders Click here to get your return or exchange started Returns Pl - [Do I need to return my free promotional item?](https://help.cotopaxi.com/en_us/do-i-need-to-return-my-free-promotional-item-SJJHShR5u.md): Got a cool free gift with your purchase but have to return some other items? If you fall beneath the promotion threshold after returning an item, you will ne... - [Why can’t I return a final sale item?](https://help.cotopaxi.com/en_us/why-can-t-i-return-a-final-sale-item-BkrIaTJi_.md): As we have advertised in multiple areas during the checkout process, we are unable to accept ANY returns or exchanges on our final sale items. We typically s... - [Can I return an international order?](https://help.cotopaxi.com/en_us/can-i-return-an-international-order-B14QJAksu.md): All international and US territory sales are FINAL (i.e. we cannot accept returns). If you’d like to return an order from an APO address, you will have... - [How do I return a gift?](https://help.cotopaxi.com/en_us/how-do-i-return-a-gift-ryfvk0ksu.md): So you got a Cotopaxi gift you want to return? Please visit our gift returns portal to get that process started! If you don’t have the order numb... - [Can I return part of my Allpa bundle?](https://help.cotopaxi.com/en_us/can-i-return-part-of-my-allpa-bundle-r1UIgR1su.md): At the moment, there is no way to pick and choose which pieces of an Allpa bundle you can keep and return. If you’d like to return a single item of the... - [Where is my refund?](https://help.cotopaxi.com/en_us/where-is-my-refund-Sy7dVLHid.md): Once your return has been delivered to us, it typically takes 1-7 days (and up to 14 days during busier times) for your refund or store credit to be processe... - [Can I return an in-store purchase online?](https://help.cotopaxi.com/en_us/can-i-return-an-in-store-purchase-online-rkM01tod.md): Absolutely! For our online returns portal to work, an address must be associated with your order. Contact us and send your Cotopaxi order n... - [Can I return an online order to a Cotopaxi retail store?](https://help.cotopaxi.com/en_us/can-i-return-an-online-order-to-a-cotopaxi-retail-store-Hkp7RZMHF.md): Yes! We can return online orders in-store. Please bring the item along with your order number or receipt. You can find our current list of stores here . ## Order Requests - [Can I cancel or edit my order?](https://help.cotopaxi.com/en_us/can-i-cancel-or-edit-my-order-H1_B9n1oO.md): We aim to process and ship your order as quickly as possible. Once your order is processed, we are unable to make any edits or adjustments. This includes the... - [Which payment methods do you accept?](https://help.cotopaxi.com/en_us/which-payment-methods-do-you-accept-HysL3Jgjd.md): We accept all major credit cards, PayPal, and Apple Pay (on Safari browsers only). You can only use one credit card on each order, that said you can use both... - [Can I use multiple forms of payments on my order?](https://help.cotopaxi.com/en_us/can-i-use-multiple-forms-of-payments-on-my-order-SyF_d7go_.md): You can only use one credit/debit card on each order. This would include Visa Gift Cards. However, you can use a credit/debit card alongside a Cotopaxi gift ... - [Why do I have multiple charges on my financial statement?](https://help.cotopaxi.com/en_us/why-do-i-have-multiple-charges-on-my-financial-statement-SkTaOQxid.md): If you attempted to place your order more than once, all attempts will show on your statement as pending charges. All declined charges will fall off of your ... - [Why didn’t I receive a confirmation email for my order?](https://help.cotopaxi.com/en_us/why-didn-t-i-receive-a-confirmation-email-for-my-order-By2WYQeo_.md): If you haven’t received a confirmation email for a recent purchase, first check your spam/junk email folder. Sometimes the automated confirmation page ... - [How often are new Del Dia products added?](https://help.cotopaxi.com/en_us/how-often-are-new-del-dia-products-added-H1TAFAj_.md): New Del Dia packs are posted as they’re sold so the options are always changing. If you don’t see a pack you love right now, chec... - [Can I request certain colors to be on a pack?](https://help.cotopaxi.com/en_us/can-i-request-certain-colors-to-be-on-a-pack-HkwNzF0s_.md): We have some pretty uniquely colored packs to choose from! Sadly, we aren’t able to take color combination requests at this time. For most of our packs... - [Can you refund to a different credit/debit card?](https://help.cotopaxi.com/en_us/can-you-refund-to-a-different-creditdebit-card-Hk9m8dqZr.md): Unfortunately, we aren’t able to refund to a different credit or debit card. If you are doing a return and the original card you used to purchase the i... - [Can I change my shipping address?](https://help.cotopaxi.com/en_us/can-i-change-my-shipping-address-Hy2Ua2yiu.md): If the address is incorrect, please contact us and we will do our very best to get it updated; however, there isn’t a guarantee we’... - [My tracking hasn’t updated in a few days. Is my order lost?](https://help.cotopaxi.com/en_us/my-tracking-hasn-t-updated-in-a-few-days-is-my-order-lost-rJYhEOlEs.md): Frequently we see our carriers not update the tracking but the good news is we almost always see orders like this still moving through our carriersrsquo - [Which Cotopaxi websites are legit?](https://help.cotopaxi.com/en_us/is-the-cotopaxi-outlet-legit-ryi8s2SK.md): Itrsquos been brought to our attention that there are a number of fake Cotopaxi websites and outlets across different social media and online platforms i - [Can I switch the color of an item on my order once it’s placed?](https://help.cotopaxi.com/en_us/can-i-switch-the-color-of-an-item-on-my-order-once-it-s-placed-rkA5HI8ad.md): Once an order is placed, we are unable to make any edits or adjustments. If you placed an order in the last 12 hours please contact us and we will do our... - [How do I place a tax exempt order?](https://help.cotopaxi.com/en_us/how-do-i-place-a-tax-exempt-order-B15_5A9XT.md): Cotopaxi currently offers tax exempt orders through our Corporate Sales department Tax exempt orders MUST go through our Corporate Sales team BEFORE an order i ## Shipping & Tracking - [My order was marked as a Return to Sender (RTS), what do I do?](https://help.cotopaxi.com/en_us/my-order-was-marked-as-a-return-to-sender-rts-what-do-i-do-BkIfQp1ou.md): Once an order is marked by the courier as a Return to Sender, the item will be sent back to our distribution center. When the order arrives back to us, we wi... - [I placed 2 orders. Can I combine the shipments?](https://help.cotopaxi.com/en_us/i-placed-2-orders-can-i-combine-the-shipments-ryxMrUSid.md): At the moment, we are not able to combine orders. If you’d like, we can try to cancel both orders, then you can place one order for all of the items. I... - [Can I pick up my order in-store instead of having it shipped to me?](https://help.cotopaxi.com/en_us/can-i-pick-up-my-order-instead-of-having-it-shipped-to-me-BkhmU_9r.md): We're excited to now offer an option to reserve items online and pick them up at your closest Cotopaxi store! To browse a store's stock, visit o... - [Which countries do you ship to?](https://help.cotopaxi.com/en_us/what-countries-do-you-ship-to-Syn7Lu5ZH.md): We ship to most countries around the world however there are certain countries we don't ship to. At this time, we are not able to ship to Afghanistan, Alban... - [Where do you ship out of?](https://help.cotopaxi.com/en_us/where-do-you-ship-out-of-HynXLO9ZB.md): We ship out of a fulfillment center in Salt Lake City Utah We ship MondayFriday - [Can I change my shipping address?](https://help.cotopaxi.com/en_us/can-i-change-my-shipping-address-Hy2Ua2yiu.md): If the address is incorrect, please contact us and we will do our very best to get it updated; however, there isn’t a guarantee we’... ## Warranty & Repairs - [Our Warranty Policy](https://help.cotopaxi.com/en_us/our-warranty-policy-SkhapT9Nn.md): Our Warranty Policy We stand behind our products and our Guaranteed for Good promise to make gear thats as durable and sustainable as possible If th - [Our Repair Program and Policy](https://help.cotopaxi.com/en_us/our-repair-program-and-policy-BJicSA5Vn.md): Our Repair Program Policy Choosing to repair rather than replace your product is a crucial part of Gear Stewardshipits the better choice for your prod - [International Claims](https://help.cotopaxi.com/en_us/international-claims-rJkqvCcVh.md): International Claims International customers including those in Canada should work with the retailer where the product was purchased to resolve any warrant - [How do I request a replacement part for my Cotopaxi Gear?](https://help.cotopaxi.com/en_us/how-do-i-request-a-replacement-part-for-my-cotopaxi-gear-SyES54V_0.md): How to Request a Replacement Part for Your Cotopaxi Gear A StepbyStep Guide Losing a part of your favorite Cotopaxi gear can be frustrating whether its ## Products - [Where are your products made?](https://help.cotopaxi.com/en_us/where-are-your-products-made-HkEkSmlj_.md): Our Impact work starts with how we operate. That means taking ethics into account during every phase of a product’s lifecycle—from its design to ... - [How do I clean my product?](https://help.cotopaxi.com/en_us/how-do-i-clean-my-product-Sy7pSmxjd.md): DOWN PRODUCTS: Spot clean by hand with cold water or use mild, eco-friendly detergent. We don’t recommend machine washing or drying, but it is a possi... - [How often are new Del Dia products added?](https://help.cotopaxi.com/en_us/how-often-are-new-del-dia-products-added-H1TAFAj_.md): New Del Dia packs are posted as they’re sold so the options are always changing. If you don’t see a pack you love right now, chec... - [Can I request certain colors to be on a pack?](https://help.cotopaxi.com/en_us/can-i-request-certain-colors-to-be-on-a-pack-HkwNzF0s_.md): We have some pretty uniquely colored packs to choose from! Sadly, we aren’t able to take color combination requests at this time. For most of our packs... - [Why is my coat leaking Down Feathers?](https://help.cotopaxi.com/en_us/why-is-my-coat-leaking-down-feathers-SJvmUQ2gq.md): The fabrics we use are down proof, but there are situations in which the down will appear to be leaking through your fabric. This is because the down that we... - [Where can I find the fill weight?](https://help.cotopaxi.com/en_us/where-can-i-find-the-fill-weight-ryo_dm2g5.md): Unfortunately, we are still trying to figure out our process for this. There are a lot of different factors that go into gathering fill weight, with differen... - [How is the new Allpa different?](https://help.cotopaxi.com/en_us/how-is-the-new-allpa-different-SJJ9CPWFC.md): Check out ## Impact & Sustainability - [Introducing our new Impact Partner, Water1st](https://help.cotopaxi.com/en_us/introducing-our-new-impact-partner-ryfw_Pqp.md): were excited to announce the newest addition to our Core Grant portfolio Water1st Working in the WASH Water Sanitation Hygiene sector Water1st help - [Where do you stand with donations and sponsorships?](https://help.cotopaxi.com/en_us/where-do-you-stand-with-donations-and-sponsorships-SkLztakod.md): There are many amazing causes and events out there. We focus our giving on poverty alleviation initiatives around the world along with a number of initiative... - [The Cotopaxi Foundation](https://help.cotopaxi.com/en_us/the-cotopaxi-foundation-Bkfl5pysO.md): Giving is core to the Cotopaxi model. We tie our earnings to impact by allocating 1% of annual revenues to the Cotopaxi Foundation. Simply put, the foundatio... - [Our Impact Report](https://help.cotopaxi.com/en_us/our-impact-report-BJNHqaksu.md): “Courtesy of the courageous and measured leadership our team showed, Cotopaxi was able to turn an unprecedented global disruption into an opportunity. ... - [Our Factories](https://help.cotopaxi.com/en_us/our-factories-SJBRc6Jsd.md): Our Approach: Impact starts with how we operate. That means taking ethics into account during every phase of a product’s lifecycle—from its desig... - [Cotopaxi and the HIGG Index](https://help.cotopaxi.com/en_us/cotopaxi-and-the-higg-index-S1S7opys_.md): Developed by the Sustainable Apparel Coalition, the Higg Index is a suite of tools that enables brands, retailers, and facilities of all sizes to accurately ... - [Cotopaxi is a B Corp and PBC](https://help.cotopaxi.com/en_us/cotopaxi-is-a-b-corp-and-pbc-H1kJpaks_.md): We’re proud to say that from an early age Cotopaxi has been part of the B Corp community, a group of companies focused on using the power of business a... - [Cotopaxi is Climate Neutral Certified](https://help.cotopaxi.com/en_us/cotopaxi-is-climate-neutral-certified-HkBGlC1o_.md): What does Climate Neutral Certified mean? Climate Neutral (CN) is a nonprofit organization that assists brands in measuring their carbon footprint and becomi... - [Are any Cotopaxi products vegan?](https://help.cotopaxi.com/en_us/are-any-cotopaxi-products-vegan-B1f4rLBsu.md): Cotopaxi has committed to creating products free of animal products like leather, fur and wool. All of our products are vegan aside from our products t... - [Why isn't my donation tax deductible?](https://help.cotopaxi.com/en_us/why-isn-t-my-donation-tax-deductible-Skadw4Lkn.md): Q Why isnt my donation tax deductible A Global Uprising PBC dba Cotopaxi Cotopaxi distributes 100 of the monetary donations that it receives from its - [What is Mercy Corps?](https://help.cotopaxi.com/en_us/what-is-mercy-corps-HkacB5FTo.md): The global nonprofit Mercy Corps is made up of 5900 humanitarians working to create a world where everyone can prosper In more than 40 countries affecte ## Wholesale - [How do I open a corporate account or make a large group order?](https://help.cotopaxi.com/en_us/how-do-i-open-a-corporate-account-or-make-a-large-group-order-S1Eg57go_.md): Cotopaxi’s corporate and group sales program is here to provide your company with high-quality, branded products. Please visit our Group Sales Progr... - [Where can I find a Cotopaxi-specific Retail Store?](https://help.cotopaxi.com/en_us/where-can-i-find-a-cotopaxi-specific-retail-store-S1Xc9XejO.md): We are very excited about expanding our brick-and-mortar stores! Please visit our Retail Store page to see where they are located. - [Where can I find a retailer that sells Cotopaxi products?](https://help.cotopaxi.com/en_us/where-can-i-find-a-retailer-that-sells-cotopaxi-products-rkjliQesu.md): Check out our amazing retailer/distribution partners here . ## International Sales - [Where can I buy Cotopaxi internationally?](https://help.cotopaxi.com/en_us/where-can-i-buy-cotopaxi-internationally-BkyLKNzSY.md): We are happy to say the Cotopaxi Brand is going global! We have partnered up with some amazing distributors and plan on expanding into other corners of the w... - [Can I return an international order?](https://help.cotopaxi.com/en_us/can-i-return-an-international-order-B14QJAksu.md): All international and US territory sales are FINAL (i.e. we cannot accept returns). If you’d like to return an order from an APO address, you will have... - [Which countries do you ship to?](https://help.cotopaxi.com/en_us/what-countries-do-you-ship-to-Syn7Lu5ZH.md): We ship to most countries around the world however there are certain countries we don't ship to. At this time, we are not able to ship to Afghanistan, Alban... - [How can I contact international customer service?](https://help.cotopaxi.com/en_us/how-to-i-contact-international-customer-service-rJ4cwxiJ5.md): We currently have 5 different teams working outside of the U.S, that all have their own customer service teams! Here is where you can reach them: EU :&nbs... ## Company - [Cotopaxi Policy on Reselling](https://help.cotopaxi.com/en_us/cotopaxi-policy-on-reselling-HJ3Bs1irgl.md): Cotopaxi reserves the right to immediately cancel any order or to terminate any customer account without prior notice if we reasonably suspect that the ac ## Miscellaneous - [Why the Llama?](https://help.cotopaxi.com/en_us/why-the-llama-HyaEI_cH.md): Better question, why not!? This video below should give you a peek into our llove for llamas! - [How do you say Cotopaxi?](https://help.cotopaxi.com/en_us/how-do-you-say-cotopaxi-r1AVUuqZr.md): Haha, glad you asked... - [How do I unsubscribe from your mailers, emails, and/or text messages?](https://help.cotopaxi.com/en_us/how-do-i-unsubscribe-from-your-mailers-emails-andor-text-messages-r1yTjFCut.md): Email : At the bottom of the latest email you received, you will see and 'unsubscribe | manage preferences' link. By clicking on unsubscribe, you will be a... - [How can I find career opportunities within Cotopaxi?](https://help.cotopaxi.com/en_us/how-can-i-find-career-opportunities-within-cotopaxi-ryARSHP49.md): Hey there! Interested in the current career opportunities within Cotopaxi? Check out our job posting page here , to find out what jobs we cu... ## Corporate & Group Sales - [How do I place a tax exempt order?](https://help.cotopaxi.com/en_us/how-do-i-place-a-tax-exempt-order-B15_5A9XT.md): Cotopaxi currently offers tax exempt orders through our Corporate Sales department Tax exempt orders MUST go through our Corporate Sales team BEFORE an order i