Frequently Asked Questions
Arc'teryx products are available directly through our website and from specialty outdoor clothing and equipment retailers around the globe – including our own brand stores. Each individual item featured on Arcteryx.co.nz contains a links to find an authorized retailer nearest you, or to locate an Arc'teryx brand store, click here
At this time, Arc'teryx sells directly to individuals online in the following countries:
• New Zealand
• Czech Rep
• The Netherlands
• United Kingdom
You can purchase directly from Arc'teryx through this website. If we have stock in the size and colour you have selected we will show you the Arc'teryx Add To Cart. Once you start an Arc'teryx Shopping Cart we will continue to show you the Add To Cart button on all of the product pages. Tip: All orders are eligible for free standard shipping.
An account is not required to place an order. You can check-out as a Guest, but setting up an account provides easy access to your order, faster returns, as well as quicker check-out next time.
We currently ship stickers out with every online purchase. Also, if you visit one of our dealers or brand stores they may have some to offer you as well. We do not carry or ship stickers from the Customer Service department.
In order to benefit from the best performance of an Arc’teryx product ensure that your purchase is authentic. Visit our Counterfeit Information page for details on identifying features that sets Arc’teryx apart.
At Arc'teryx, we respect your privacy. Arc'teryx will never sell, trade, rent or loan your personal information to any other organization. "Personal information" is information about an identifiable individual as described in applicable privacy legislation.
A Pending Transaction is one that you have made with your Credit Card or your Card number which has not yet posted to your Account. When you make a Pending Transaction, the Available Credit on your Account is automatically reduced by the amount of that transaction. It usually takes 3 to 5 business days for the Pending Transaction to post to your Account. A Posted Transaction is one that you have made with your Credit Card or your Card number and that has posted your Account.
A cookie is a piece of text stored on a user's computer by their web browser used for authentication, and for storing site preferences and shopping cart contents. We employ "cookies" (a small text file that a website can use to identify your computer) or similar technology that provides additional functionality to our website and helps us analyze website usage more accurately.
Cookies allow for a personalized experience when you visit our website. Our web server may automatically recognize your registered user's domain name and email address, or recognize you as a return visitor to our site.
Cookies also record session information such as items that you add to your shopping cart. You can set your web browser to disable cookies but if you do, some features of our website may not function normally.
Although our WaterTight™ zippers are highly water resistant, they are not fully waterproof. Pockets constructed using waterproof fabrics may collect water if they are opened or accessed during wet or snowy conditions.
We strongly recommend that you keep any fragile or electronic devices in a sealable plastic bag inside an internal pocket. We do not recommend keeping items in your pockets that may be damaged by moisture. Arc'teryx is not responsible for any damage to electronic devices or personal equipment.
Arc'teryx offers a Pro Purchase Program for qualified outdoor professionals, including ski patrollers, mountain guides, etc. Please visit our Pro Purchase website for more information.
Arc'teryx also offers volume discounts to businesses, government agencies and other professional organizations. Custom embroidery is available for corporate orders. For more information, please visit our Corporate Sales website email@example.com.
General sizing information for Arc'teryx products is included on our Sizing Charts page.
Arc'teryx will not be able to accept orders over the phone. Please order directly through the website and if you have any queries you can contact our customer service team. Customer Support Centre
We accept Visa, Mastercard, AMEX, PayPal and Gift Cards.
Yes, it is secure to use your credit card and PayPal for purchases on our online store. Arc'teryx is PCI (Payment Card Industry) Compliant. Therefore we do not store any payment or financial information in our system.
Arc’teryx does not support Bulk purchases or Reselling. Products purchased at Arc'teryx Brand Stores, Outlets, Partner stores, and on Arc'teryx Websites is intended for personal, non-commercial use. Arc'teryx reserves the right to limit the quantities of items purchased per person, per household, or per order. These restrictions may be applicable to purchases made by the same person(s), household, group, credit card or other forms of payment.
We define 'bulk purchase' as an order in excess of $1000, more than 5 items of the same product or repeat purchase pattern, which may represent more than normal personal use. We define 'reselling' as a purchase intended to be sold to another person or business.
Our brand reputation is built on quality and craftsmanship, making sure you have the best product to perform in the harshest conditions. We strive for all our customers to receive expert honest advice from our trained staff, and as our customer you should expect the same from your location of purchase.
We are aware some unlicensed resellers operate in various locations around the globe. We are working hard with various governmental agencies to shut them down. These unauthorized resellers or grey market resellers not only risk selling fake or counterfeit product, they may put you at risk if the product fails in extreme conditions. In addition, resellers create an unfair marketplace and jeopardizes our relationship with our global partners. Individuals or companies who engage in unauthorized reselling of Arc'teryx product risk legal action for unauthorized use our trademarks, copyrighted materials, and/or other intellectual property.
Arc'teryx is not able to honor warranty claims or provide repair services on product deemed to be fake or counterfeit acquired through unauthorized resellers.
Instead of a direct exchange, we offer a return and re-order policy for purchases through our online store. This entails returning your current product for a refund, and placing an order for a new product. All we ask is that your current product be returned within 60 days of the original purchase and be in new condition with the original packaging.
Refunds may take between 5-7 business days to process once the item has been delivered to our warehouse. Visit our Returns & Refunds page to start the return process.
Arc'teryx is part of the Amer Sports Group, a global collection of technically-advanced apparel and equipment brands. Arc'teryx and its factories strive to meet or exceed standards of social and environmental responsibility as outlined by our parent company. Amer Sports Group has posted position statements concerning these issues on their corporate website. You can view them here: amersports.com | Environmental Policy.
CAN’T FIND WHAT YOU ARE LOOKING FOR?
If you are unable to find the information you are looking for in the customer support centre please contact one of our Customer Service Representatives and we will help answer your questions.
Customer Service Hours
Melbourne: 9am – 5pm Mon- Fri AEST
Tel: +61 3 8586 6666
Contact Us Form
Currently our response time is 1-3 working days
Currently our response time is 5-7 working days