Returns & Exchanges
What are my return & exchange options?
Items must be returned or exchanged within 60 days of purchase.
Return or exchange by Mail – Self Service
- Click "You can return or exchange the items purchased online, here." above
- Use your order number to select the items you want to return or exchange
- Review and submit
- Print the return label, attach it to the package and drop it off at your local carrier
- If you are processing an exchange, the new item will be shipped upon our receipt of your original item
Return & Exchange Restrictions
Unfortunately, there are certain items we cannot accept as a return or exchange:
- Any product containing CBD
- Any Personal care or Beauty products where seal has been opened
- Any Sale Items marked FINAL SALE
- Items with "Do Not Remove" tags removed
- Items with lithium ion batteries may not be eligible for online returns. They can be shipped on your own or returned to stores
Your return request will be processed within 14 business days of receiving your package. You'll get an email confirmation when we've initiated a refund. If you are exchanging for a new item, that item will ship upon receipt of your original item.How is my refund calculated?
You'll get your original payment minus any discounts and fees. The amount of taxes refunded will be proportional based on any discounts.Can I use one label for multiple packages in the same return?
No, you'll need to use a different shipping label for each package. Make sure the returned items in each package are represented on the return form.Is there a shipping charge for returning an order?
If you're using our pre-paid label, returns are free on all purchases. U.S. standard shipping only. All other terms & conditions of our return policy apply, including return restrictions. Offer subject to change without notice.How do I track my return?
If you've submitted your return request online, you can find your tracking information on the Order Status email.
Track ReturnsHow do I return a gift?
In order to return a gift online, you'll need the last name of the person who ordered the gift, as well as the order number on the packing slip.I need to reprint my return documents. What should I do?
- Reference the return confirmation email for access to the returns status page.
- If you no longer have the return confirmation email, contact customer service (firstname.lastname@example.org) for further support.
Note: You must use your return label within 30 days of the return order being placed. A new label can be created if the first one has expired.What if I can't access my order online but want to make a return?
Having trouble? Contact Customer Service at email@example.com or 833-879-3781 (833-UPW-EST1) for support.I received a return form and a shipping label in my package. Can I use these instead of completing my return online?
If you've already gone through the online returns process and created a new label, use the one you created online. If not, you can use the prepaid label to return via UPS.What is your return policy for international customers?
Orders shipped to addresses outside the U.S. must be returned by mail. Follow the online return process and then ship your package to the following addresses.
Please note: A prepaid shipping label will not be provided. International orders do not qualify for exchanges. International orders will take additional handling time to process.
FOR OTHER COUNTRIES:
Upwest International Returns
30 Transport Drive
Walton, KY 41094
The online return process can be used to create the packing slip, but a shipping label will not be provided.I do not have the original packaging. What should I use to package my shipment?
You can use any standard shipping package that meets the carrier requirements.How do I find my order number?
Your order number can be found in the order confirmation email, or on the packing slip attached to the package originally shipped to you.
Purchases made in store must be returned to an UpWest Store Location.
If you’re not completely happy with a purchase, return it within 60 days with your receipt for a full refund. Returns with a receipt will be refunded in the manner in which the original purchase was made. If you don’t have a receipt, you must make an exchange.
Personal care and beauty products where the seal has been opened, clearance items ending in ‘.99’, and all exchanges are final sale.
Orders from Express Marketplace must be returned online. For support please contact firstname.lastname@example.org or customer service.
When will my refund be credited back to me?
Please allow 14 business days after your return has been processed. It may take additional time before your refund appears in your bank account.