Customer Service

Learn More about Our Operations during COVID-19

We’ve worked hard to establish protocols and safety measures in our distribution centres. Here’s an update on our current operations and more information about what you can expect as a Patagonia customer.

Employee & Customer Safety

• Our operations are limited at this time. This is to ensure the highest level of safety for our employees and customers.
• Safety is our highest priority. We have instituted the following protocols:
• Face masks and gloves are provided and required for all on-site employees.
• Multiple hand washing stations are set-up across the warehouse for easy access.
• On-site employees participate in a COVID-19 screening test every other week with results available within 48 hours.
• Employees are told not to come to work if they are sick, and temperature scanners are at all building entrances as an extra precaution.
• Use of shared equipment is limited.
• Daily safety briefings are conducted.
• Employee start times are staggered to avoid crowding.
• Social distancing guidelines exceed the Centers for Disease Control and Prevention (CDC) recommendations.
• Throughout the day, surfaces are frequently cleaned using products approved by the CDC.

The Public Health Agency of Canada and your local health authorities are the best resources for updates and answers to questions about COVID-19.

Website Orders & Shipping Information

• We are offering $19 Fast Rate shipping on all Canadian orders.
• To provide the widest margin of safety to our employees and customers, orders may not ship for up to 5 calendar days. Stay up to date on the status of your order by signing up for text updates about your delivery.
• Learn more about how our carriers are responding to this situation:
• How UPS Is Responding to the Coronavirus

Returns, Exchanges & Repairs

• Thank you for your patience as we adjust to our new safety procedures. Returns, exchanges, and repairs are being accepted, but please expect delays due to staffing and safety requirements. For exchanges, please contact us using one of the methods listed above.

Retail Stores
Patagonia stores are operating with limited hours and capacity according to state and local guidelines. For your safety and convenience, our stores are offering in-store shopping-by-appointment.

Use our Store Locator to book a shopping appointment and verify hours and operations of Patagonia stores.

Patagonia Dealers
When you buy local, you’re supporting the small businesses that anchor our communities. Check our list of Patagonia dealers in your area. You can browse local dealer inventory and even place an order with the dealer from the Store Locator! Not all dealer locations participate in online ordering and availability may be limited. Please contact the dealer directly with any questions.