Returns

What are my return options?

You can return the items purchased online, here.

Return by Mail – Self Service online Returns

  1. Click "You can return the items purchased online, here." above
  2. Use your order number or log-in to select the items you want to return
  3. Review and submit
  4. Print the return label, attach it to the package and drop it off at your local carrier

Return Restrictions

Items must be returned within 60 days of purchase for a full refund.

Unfortunately, there are certain items we cannot accept as a return:

  • Any product containing CBD
  • Any Personal care or Beauty products where seal has been opened
  • Any Clearance items ending in $.99
  • Items with "Do Not Remove" tags removed
  • Items that were previously exchanged can be returned, but not exchanged a second time
  • Items with lithium ion batteries may not be eligible for online returns. They can be shipped on your own or returned to stores
I've submitted my return online. What happens next?

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. International returns will take additional handling time to process.

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. If you already have the tracking number, you can enter it here.

Track Returns

How 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?
  1. Go to https://returns.narvar.com/upwest/returns.
  2. Enter the last name from your billing info and the order number
  3. Click the link under "Self-Service Exchanges & Returns" that says "Print Your Return Label"

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.

Are there any items that are not eligible for an online return?

Unfortunately, there are certain items we can't accept as a return:

  • Any product containing CBD
  • Any Personal care or Beauty products where seal has been opened
  • Any Clearance items ending in $.99
  • Items with "Do Not Remove" tags removed
  • Items that were previously exchanged can be returned, but not exchanged a second time
  • Items with lithium ion batteries may not be eligible for online returns. They can be shipped on your own or returned to stores
What if I can't access my order online but want to make a return?

Having trouble? Contact Customer Service at 833-879-3781 (833-UPW-EST1) for help.

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

What is your return policy for APO, FPO and DPO shipping addresses

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. screen capture of order confirmation email

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.