Frequently Asked Questions
What is Arc'teryx Veilance?
Veilance is a new line of performance-menswear designed by Arc'teryx.
Where can I buy Arc'teryx products?
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.com contains a links to find an authorized retailer nearest you, or to locate an Arc'teryx brand store, click here: Find a Store feature.
Does Arc'teryx sell direct?
At this time, Arc'teryx sells directly to individuals online in the following countries:
- Czech Rep
- The Netherlands
- United Kingdom
Arc'teryx also offers volume discounts to businesses, government agencies and other professional organizations. Custom embroidery is available for corporate logos at a modest charge. For more information, please visit our Corporate Sales page.
Purchasing directly from Arc'teryx; adding items to your Cart.
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 express shipping.
Do I need to set up an account to place an order?
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.
Does Arc'teryx sell gift cards?
Arc’teryx sells gift cards that are redeemable for purchases at participating Arc’teryx brand stores and on Arcteryx.com. See www.arcteryx.com/giftcards for more information, including participating stores and full terms and conditions.
How can I get an Arcteryx sticker?
We currently ship stickers out with every online purchase as well as any repair that you send in. 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.
How do I recognize a counterfeit?
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.
Where are Arc'teryx Veilance products manufactured?
Arc’teryx Veilance products are designed and prototyped by our team in Vancouver, BC, Canada. Manufacturing takes place at our own local facility, or with trusted partners. We have longstanding relationships with our global operators, who are trained by us in the advanced manufacturing techniques required to deliver Veilance standards of quality.
Is my personal information kept private?
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.
Why does Arc'teryx price their products higher than other companies?
Arc'teryx specializes in high-quality design and production. Our products incorporate the very best in fabric and construction technologies, infused with an aesthetic appeal to deliver the most advanced products available. Our products are made using the finest fabrics (high-quality Cotton from Turkey, Merino Wool from New Zealand, Italian-made textiles), and our meticulous attention to detail means that our products receive more care and attention during the manufacturing process than many other garments on the market.
What is the difference between a Pending/Preauthorized Transaction and a Posted Transaction?
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.
What are cookies? Should I be worried about them?
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.
How do I carry/store electronic items? Can I carry electronic items in my GORE-TEX garment?
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.
Sizing Info: How can I determine which size will fit me best?
General sizing information for Arc'teryx products is included on our Sizing Charts page.
Can I place orders by Phone?
Yes, Arc'teryx Customer Service Representatives will accept orders over the phone for customers with a Arc’teryx account. To create an account please visit our Create Account page. After creating an account you can also order online directly.
How does Arc'teryx approach issues of social and environmental responsibility?
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.
What payment methods does Arc'teryx accept?
We accept Visa, Mastercard, PayPal and Gift Cards.
NOTE: Arc'teryx only accepts credit card payments from the countries listed below. If your credit card is registered to a country not listed below please use PayPal as an alternative payment method.
• Czech Rep
• The Netherlands
• United Kingdom
Is it safe to use my credit card and PayPal online at Arc'teryx?
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 Bulk Buying & Reselling Policy
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.
What is a foreign transaction fee? (USA applicable only)
Some banks or credit card companies charge a Foreign Transaction Fee, also known as an International Service Assessment Fee, for purchases from merchants located outside of the USA. As Arc'teryx is a Canadian company, some banks apply this fee to charges by Arc'teryx. Other banks use independent third party credit card processing companies that charge this fee. Your financial institution could also be applying a similar cross-border assessment fee.
Does Arc’teryx offer exchanges?
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.
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 Representative and we will help answer your questions.
Customer Service Hours:
Americas: 8am-5pm, Mon-Fri PST
Europe: 9am-6pm, Mon-Fri CET
Currently, our response time is 3 to 5 business days.