Orders

It takes approximately 1-2 business days to process your order. Once shipped, you should receive it in 3-8 business days.

Note: Shipping for Hawaii, Alaska, APO/FPO/DPO, Puerto Rico, US Virgin Islands, and Guam may take up to 6 weeks in some cases.

We currently only ship to the United States.

All orders are subject to a $5.99 fee per shipment from each shipping location. You can see where your item is being shipped from in the “Shipping Location” section of the item details page.

Unfortunately, expedited shipping is not available at this time.

Once your order has been shipped, you will receive an email with tracking information. If you have additional questions, reach out to smartwool@thredup.com for support.

If the estimated delivery time frame for your package has passed, please contact smartwool@thredup.com with your order number, and we’ll be happy to track your package.

Sometimes, orders are prematurely scanned as delivered and may still be held at the post office for pickup. We ask that you please take the following steps before we investigate further:
• Check with your neighbors, roommates, property manager, or front office
• Search around your porch or property in case the package was placed in a secure and hidden location
• Confirm with your delivery provider to see if the package was held
If you don't receive your order within 14 days, please reach out to smartwool@thredup.com.

Please reach out to smartwool@thredup.com with your order number to request a cancellation. If a cancellation is not possible due to immediate processing, take advantage of our easy returns process.

Please reach out to smartwool@thredup.com to see if an update to your shipping address is possible—make sure to include your order number and new address. Once an order has been processed, the shipping address cannot be changed. In these cases, we recommend establishing a mail forwarding address.

Once an order has been placed, we cannot change the chosen payment method. If your order hasn’t been processed yet, thredUP Customer Service may be able to cancel your order. Please reach out to smartwool@thredup.com with your order number.

Returns

If you decide an item isn't the right fit for you, visit our Returns page to process your request. Returns must be sent back within 14 days of delivery. The 14-day timeframe starts when an item is delivered, not the order as a whole. If your order is arriving in multiple shipments, you may have different return windows. Multiple items may be sent in one package, as long as the return slips are included.

Refund Requirements:
• Items MUST be returned in the condition that you received them (i.e., items that are New with Tags must have original tags attached, clothing must not be worn or washed, etc.).
• Original shipping charge for returned items will not be refunded.
• Final-item sales may not be returned.

Your refund will be issued to your original form of payment. Note that a shipping return fee of $5.99 will be deducted from your refund.

We only accept online returns for Smartwool items at this time. Please visit our Returns page to process your return.

Once processed, it may take your bank up to 7 business days to credit the refund to your account.

Trade In

Smartwool is partnering with thredUP to allow customers to turn their gently used clothes into Smartwool shopping credit.

Visit our Trade In page to print out a digital label for use on any box, envelope, or bag.

Drop your package off at any USPS or FedEx location.

You can send in gently used women’s and kids’ clothing, handbags, shoes, and accessories from any brand.

All items should:
• Be clean.
• Have limited signs of wear, including pilling, fading and shrinkage.
• Have no damage, such as missing parts, rips, stains or odors.
•Have no alterations, including cut off labels or missing size information.

Please note: Only 50% of the items in the average Clean Out Kit meet thredUP’s quality standards.

Together with their partners, thredUP is committed to returning as many items as possible back into the circular economy and keeping them out of landfills. Pieces that are in good shape, but don’t meet thredUP’s quality standards, are evaluated for inclusion in thredUP’s Rescue program. Items that don’t qualify for listing or Rescue Boxes are reused or responsibly recycled by thredUP’s vetted network of textile recycling and reuse partners.

Cleaning out your closet and reselling unwanted items keeps clothing in use and out of landfill. Shopping secondhand conserves resources by avoiding new clothing production, reducing carbon emissions, and energy and water consumption.

Buying (and wearing!) secondhand clothing instead of new reduces carbon emissions by an average of 25% (Green Story Inc.). thredUP’s Resale-as-a-Service (RaaS) platform is enabling resale at scale for some of the world’s largest retailers and brands.

By working together, thredUP and our partner brands can reach more consumers and recirculate more clothing to make an even greater positive impact on the planet.

Yes. We will keep you updated every step of the way via email. You will receive notifications when we receive your bag, when your items are processed, and when you receive credit in your Smartwool account.

Once you’ve dropped off your kit to USPS or FedEx, delivery to thredUP can take up to three weeks. After it is received, it will take up to four weeks to process.

There's no charge for physical Clean Out Kits or digital labels and both are free to return.

The pricing of your listed items is based on various factors, including brand, style, condition, size, and overall salability. Consignment payouts are calculated as a percentage of the final selling price of the item based on our payout structure (see table below). If you choose Return Assurance, those fees will be automatically deducted from any earnings. With a Smartwool Clean Out Kit, you’ll also earn an extra 15% bonus on your payout!

Smartwool credit is store credit and can be used to purchase any items in store or online at smartwool.com. There is no time period in which you have to spend your Smartwool credit as it has no expiration date.

Each item has a 14-day return window. If your item is returned, it will be relisted and continue its consignment window. You will be paid out after the item sells if it is not returned for the second time.

If you would like any of your items returned to you, please contact smartwool@thredup.com and we can start the reclaim process. There is a small shipping fee for reclaimed items. Here’s how to get the most of your next Clean Out experience: Send in popular brands our thrifters know and love. Ensure items are in excellent condition. Only send clean and freshly laundered items. Don’t send items from our banned categories list.

Products

All Smartwool items are processed and inspected according to strict quality standards to ensure they are “re-sellable,” meaning no signs of wear (pilling, shrinkage, fading), no damage (missing parts, rips, stains, odors), and no alterations.

Our inventory is constantly changing because we receive items from our customers’ closets. We list new items every hour, so check the site often to find your perfect match!

Contact

Reach out to us at smartwool@thredup.com. Please note that all Smartwool customer service questions will be handled via this email.

thredUP is transforming resale with technology and a mission to inspire a new generation of consumers to think secondhand first. By making it easy to buy and sell secondhand, thredUP has become one of the world’s largest resale platforms for women’s and kids’ apparel, shoes, and accessories.