Shipping

Understanding Shipping Delays to Non-Contiguous U.S. States and TerritoriesUpdated 6 months ago

Why hasn’t my tracking updated?

Once your package leaves our facility and is handed over to the carrier, tracking updates are managed by the postal service. While we understand how frustrating it can be to not see frequent updates, this is common when shipping to non-contiguous U.S. states and territories (such as Hawaii, Alaska, Guam, Puerto Rico, or APO/FPO addresses).

Why does shipping to these destinations take longer?

Shipping to non-contiguous states and territories often involves ocean freight or extended routing through various distribution centers. This means transit times may be longer than expected, especially after the package departs the mainland U.S.

How long does it take for tracking to update?

It can take up to three weeks for packages to be scanned again after leaving the U.S. mainland. This delay happens because the package may travel by ship or through multiple postal hubs before reaching a distribution center that performs the next scan.

What can I do if my tracking hasn’t updated?

While we continue to monitor your shipment, some customers have found it helpful to contact their local post office for more detailed, location-specific updates once the package arrives in their region. Local postal agents may have additional insights that are not yet reflected in online tracking.

What if I’m worried my package is lost?

We completely understand your concern. Rest assured, packages traveling to these destinations often experience scanning delays but usually arrive safely. If your package exceeds normal delivery timeframes without an update, please reach out to us, and we’ll be happy to review your order and explore next steps to assist you.

My package was delivered, but I did not receive it. What do I do?Updated a year ago

ORIGIN™ is not responsible for lost or stolen packages. However, we will do our best to help you locate the package and are able to file a claim on your behalf for most shipments upon request.

Typically, if you did not receive a package once it is marked as delivered, it will show up within 15 days, which is the time we are required to wait before filing a claim or taking further action. If you still haven’t received your items after this time, please reach out to us so that we may open an investigation with the shipping carrier.

Though this may be obvious, we do suggest checking with any other members of your household, with neighbors, under any porches or decks, and in/around any garages or sheds as parcels are often found in these locations.

Please feel free to reach out to our customer experience team to confirm the shipping address that was entered at checkout for your order. We can be reached via the contact form below or by email at team@originusa.com 

What are your international shipping rates?Updated a year ago

Please note that customs fees and duties are not included in the cost of your order or shipping. These fees can vary based on the item and destination country, and they are the customer’s responsibility. Shipping rates are calculated based on factors like the delivery location, as well as the weight and size of your package.

What are you domestic shipping options and rates?Updated 2 years ago

ORIGIN™ offers flat-rate shipping costs per zone, excluding international locations.

Zone 1 (TX and East)

1 item: $9.00

2 item: $11.00

3+ item: $13.00

Zone 2 (CO and West)

1 item: $12.00

2 item: $14.00

3+ item: $16.00

Zone 3 (HI & AK)

1 item: $24.00

2 item: $28.00

3+ item: $32.00

Returns and Exchanges

International Orders, Customs fees, Returns & ExchangesUpdated 6 months ago

International Orders, Customs fees, Returns & Exchanges

Do you ship internationally?

Yes, we’re proud to ship Origin products worldwide, so you can experience American-made craftsmanship no matter where you live.

Are International customs, duties or import included in my checkout total?

No, they are not. Any customs duties, taxes, or import clearance fees are set by your country and are not included in your product price or shipping cost at checkout. These may be due before delivery.

Who is responsible for paying customs, duties or import fees?

You, the customer, are responsible for any fees required by your country’s customs authority. Origin does not collect or charge these fees at checkout.

How will I know if I owe customs, duties or import fees?

Once your package arrives in your country, your local customs office or shipping carrier (such as UPS  or your local postal service) may contact you to arrange payment before completing delivery. Please refer to the UPS International Guide Link

How can I find out what my country charges for customs or import fees?

Customs policies vary by country. We recommend contacting your local customs office or postal authority before placing your order to understand any potential charges.
You can also check UPS International Resources Link for general information. UPS resources Link

What happens if I choose not to pay customs fees?

If customs fees are not paid, your package may be held, returned to us, or discarded by your local customs office. Unfortunately, we cannot refund shipping costs or replace unclaimed packages.

International Returns & Exchanges 

Do you accept international returns and exchanges?

Absolutely! We welcome returns and exchanges from our international customers as long as your items are unwashed and unused. Please note that customers are responsible for shipping items back to us from outside the U.S.

Will I have to pay customs or import fees again for my exchange?

Yes. Every shipment that crosses a border will be subject to new customs duties, taxes, or clearance fees, even for exchanges or replacements. These charges are determined by your country’s customs office and are not controlled by Origin.

Will Origin reimburse customs fees?

No, unfortunately, customs fees are government imposed charges. Origin cannot reimburse or waive these fees.

Who covers return shipping for international orders?

• You cover the cost to return your items to us.
• Origin covers the cost to ship your exchanged items back to you if your return is shipped within 30 days of your original order date.
  Please note: Customs fees still apply when receiving your exchanged items.

How do I start an international exchange or return?

1. Visit our Returns portal link to submit your request.
2. Follow the instructions provided via email, including packaging and shipping your return to the address provided.
3. Once we receive and approve your return, we’ll process your refund or send your exchange.

What’s your policy for international returns?

We want you to be completely happy with your purchase, no matter where you are in the world! If your item is unwashed and unused, you can absolutely return it. You have a couple of options:

• Exchange: We’re happy to help you find the perfect fit or style by exchanging your item for a different size, model, or color.
• Refund: You can choose to receive a refund either as store credit (Gift Card) for your next purchase or back to your original payment method.

For all the details, please take a look at our full Returns Policy Link . If you have any questions at all, our friendly Customer Experience Team is here to help. Just reach out through our Contact form link

Refund OptionsUpdated a year ago

WHAT ARE MY OPTIONS FOR REFUNDING MY ORDER?

There are two refund options for returned items.

STORE CREDIT REFUND

One-hundred percent of the value of all returned products are issued in the form of a store credit to your ORIGIN™ customer account. There’s no rush using your credit as it has no expiration and can be used towards any ORIGIN™ purchase.

If you do not have an account, one will be created for you.

REFUND TO THE ORIGINAL FORM OF PAYMENT

This refund is issued to your card or other payment method that was used to purchase the item(s).

What is your return policy?Updated 10 months ago

If you are looking to return a pair of boots please checkout How To Try On Boots and follow instructions HERE.

You can find our full Return Policy at the bottom of our website or by clicking HERE.

At ORIGIN™, we hope you love your gear and wear it out. However, if you are not satisfied with your purchase, you may return it to us for a refund to your original form of payment or a refund as store credit. Items will not be accepted for return or exchange if they have been customized, worn, washed, used, or damaged. 

If your order was placed within the last 30 days, you can use THIS LINK. to fill out our return form and begin the process. Scanning the QR code on the back of your invoice will also bring you to this link. Simply fill out the form with your order number, email, and request. 

If your return is outside the 30-day return window or you have any questions, no worries. Contact our Customer Experience team via the contact form below or email us at team@originusa.com

What is an Instant Exchange?Updated a year ago

Our Instant Exchange option allows you to quickly exchange an item without waiting for it to return to our factory and undergo the usual inspection process. This streamlined process helps you receive your replacement item faster and reduces the risk of an item going out of stock.

How Instant Exchange Works

1. Placing an Instant Exchange:
   • When you initiate an Instant Exchange, you’ll be required to provide a credit or debit card. An authorization hold will be placed on the card as part of the process.
   • Once you’ve returned the original item and it arrives at our factory within 14 days, your exchange will be processed, and you’ll receive your new item.
2. Return Timeline:
   • To ensure your exchange is processed correctly, the returned item must reach our factory within 14 days.
   • If the item isn’t returned within 14 days, the authorization hold on your card will be charged as well as the full amount of the item.

Difference Between Instant Exchange and Normal Exchange

• Normal Exchange:
  With a standard exchange, we provide a return label for you to send back the original item. It undergoes a restock inspection at our factory, and only after it passes inspection will the exchange be processed. This can take longer, and there’s a chance your replacement item could go out of stock while waiting.
• Instant Exchange:
  This process allows you to place your replacement order right away, speeding up the exchange. However, the authorization hold on your card ensures that we can process the exchange efficiently once we receive your return.

Processing an Instant Exchange

• To process an Instant Exchange you can follow the steps for placing a normal exchange as shown HERE. At the end of your return select “Instant Exchange” and fill out your card information before submitting your return.

Please note Instant Exchanges may only be placed by customers and once an exchange is fulfilled we will be unable to edit your exchange.

We hope this helps clarify how our Instant Exchange process works. If you have further questions or need assistance, please don’t hesitate to contact our support team at team@originusa.com

Non-restockable itemsUpdated 10 months ago

We want to make our return and exchange process as smooth and transparent as possible. While we’re flexible, it’s important to understand that certain conditions may prevent us from accepting an item for return or exchange.

As stated in our return/exchange policy, all returned items must be unwashed and unworn (other than to try on) in order to be eligible for a return or exchange.

If an item doesn’t meet our quality standards for restocking, it means the item is no longer in a condition we can resell. There are a few reasons why this might happen:

• Worn items
• Stains (such as food, oil, sweat, deodorant, or unidentifiable stains)
• Damage (rips, tears, or normal wear and tear)
• Washed items
• Odors (like pet odor, body odor, cologne, cigarette smoke, or cleaning product smells)

If your return doesn’t meet these guidelines, we’ll need to send the item back to you without offering a return or exchange.

We appreciate your cooperation in helping us maintain high-quality products for all of our customers.

For more information on how to avoid non-restockable boots check out How To Try On Boots