FAQs
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General Information
Customer Service
Please contact us at shop@blueorigin.com. We’re available to assist Monday through Friday 8am-5pm PST. Please allow up to two business days for a response.
Size & Fit
Sizing on garments will vary item to item. We provide size charts on each apparel item for your reference. Please check the size charts for each item for measurements.
Pre-Orders
Pre-orders are orders for items not currently in stock but which will be available at a later date. The estimated arrival date for the item will be displayed on the product page. If you place an order for a pre-order item, the item will be reserved for you and mailed once the merchandise reaches our warehouse. If you have additional items on your order, it will be held until all items are stocked and the order can ship complete. You will receive an email with tracking information when the item(s) ships out.
Eco Initiative
We’re committed to continuing to add and incorporate eco-conscious products to the Blue Origin Shop. Recycled, reusable, or carbon-neutral items are noted with an eco symbol on the webstore. We’re limiting the plastic used in packaging and have incorporated recycled garment bags on applicable items. The bags are made from recycled material, recyclable, and part of the Eco-Alliance that plants trees to offset any emissions from production and shipping. We will continue making ongoing improvements to the eco-friendly efforts in the Blue Origin Shop.
Orders
Touchpoints
You will receive a confirmation email with an order number once we receive your order. Upon shipping, we will also send you an email with tracking information.
If you did not receive an order number via email, please contact shop@blueorigin.com
Processing Times
Orders are processed within 2-3 business days unless otherwise noted. Order processing, fulfillment, and shipments are handled Monday through Friday during normal business hours except holidays.
Order Changes
Unfortunately, we’re not able to change an order once an order has been placed. Please check your shipping address, payment methods and merchandise selections carefully. Blue Origin Shop is not responsible for incorrect addresses or mistakes entered in shipping details.
Incorrect Shipping Address
The Blue Origin Shop is not responsible for an incorrect shipping address or mistakes entered in shipping details by the purchaser. Should this occur, Blue Origin Shop will attempt to have the package returned. If the package is returned within 30 business days, Blue Origin Shop will issue a refund for the merchandise portion of the order. Shipping charges will not be refunded. Note that all items must be received in new condition. If the package cannot be returned within 30 business days or is deemed lost by the carrier, no refund will be issued.
Canceling Orders
You can request to cancel your order by contacting customer service. We will do our best to process these in a timely manner but cannot guarantee customer service will receive your request before the order is in process.
Damaged Items
We are committed to delivering the highest quality product. If your product is damaged due to a material or manufacturing error, we’ll replace it or work with you on a refund. All replacements and refunds are at the discretion of our team. Please contact our customer service team via email and provide an image of the damage along with your order number.
Returns & Exchanges
Domestic returns and exchanges are accepted on unworn, undamaged items, within 30 days of purchase. Items purchased on clearance or made-to-order are final sale.
If you elect to make a return for refund, the cost of return shipping is $7.50 and will be deducted automatically from your original payment. Additional fees may apply for packages over 10 pounds. Shipping fees may also apply to exchanges.
Once we receive your item, we will inspect the return and process the refund or exchange. Our return center does not hold inventory on an open exchange request, so we always recommend sending back the exchange item as soon as possible.
For U.S. customers, Blue Origin Shop will provide return labels using FedEx, UPS, or USPS for secure shipping and return package tracking. You will need your 7 digit order number and zip code to get started. The order number can be found in your order confirmation email or on the packing slip next to the PO Number.
Print your shipping label and place item(s) in the original packaging. Please include a copy of your packing slip with your return, if possible.
To start an online return or exchange, visit shop.blueorigin.com or start your process at https://blueoriginshop.returnscenter.com/
SHIPPING
Shipping Methods
Expedited shipping order requests placed before 2 PM EST will ship same business day. Expedited orders placed after 2 PM EST will ship the following business day (made-to-order items are excluded. See item description.) Please note residential shipping rates may be higher.
Based on the shipping method selected, domestic orders will generally arrive 5 to 7 business days after processing. International orders will arrive in 7 to 10 business days after processing. Shipping times are estimated based on carriers and not guaranteed.
Ground Economy Shipping is provided via UPS Mail Innovations; a partnership service between UPS/USPS. Mail Innovations isn’t a day-definite service, and the latest progress updates can be viewed by selecting “view all shipping details” in the tracking section. Your package will be delivered by USPS. Delivery timing is dependent on current demand through the carrier and USPS
Possible Delays
We do our best to ensure the timely delivery of all orders but please bear in mind we are only provided with an estimated delivery date from our carriers. On rare occasions, packages can arrive outside of the estimated timeframe. Blue Origin Shop is not liable for carrier delays.
Shipping Restrictions:
P.O. Box addresses are not accepted for packages over 6 pounds. For orders over this weight, a street address may be needed and our customer service team will be in contact to resolve.
Accuracy of Shipping Address entry:
Please check your shipping address, payment methods and merchandise selections carefully. Blue Origin Shop is not liable for incorrect addresses or mistakes entered in shipping details.
Lost or Stolen Package
Blue Origin Shop is not liable for lost or stolen packages after they have left our fulfillment center. We recommend adding Route insurance protection to all orders. If you have Route, please submit a claim per the instructions provided via your Route confirmation email. Additionally, we recommend the below steps:
Step 1: Check the shipping address you included matches your correct location.
Step 2: Check with your neighbors to ensure they didn’t receive it by mistake. Packages are often marked as delivered before they actually are, so we recommend giving it a day or two for it to arrive.
International shipping
Customs clearance is beyond the control of Blue Origin Shop. International shipments do not include duties and taxes, and may be applied via the carrier/customs prior to release of the goods.
The limits for duty-free packages are established by your local customs authorities. Please check your local customs website for more information.
Payment
Gift Cards:
Access to your gift card code is provided via email from the Blue Origin Shop. The 16-digit code can be applied at shop.blueorigin.com during check out. Please note we’re unable to apply gift cards to an order after it has been submitted.
Route
What is Route?
Route's Green Package Protection is a package protection solution that helps cover your order in the event that it is lost, stolen, or damaged. For an additional fee at checkout on the Blue Origin Shop website, Route Protection can be added to your orders. Due to the high number of claims, Route Protect is recommended for all purchases.
How Does Route Work?
If your Route-protected order is lost, damaged, or stolen, Route’s expert support team helps ensure that your order is replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.
Where is my order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
Why Add Route:
With Route Protect and their free Route App, you can visually track your orders in one place and easily file a claim with their team if your shipment is deemed lost or stolen — with no movement in their tracking system after just 7 business days. No police reports are required by Route. Damaged shipments can also be reported immediately to Route.
Orders without Route Protect that are lost, damaged, or stolen, are not the responsibility of the Blue Origin Shop. Replacement products or refunds are not guaranteed for orders without Route Protection.
FAQs
Why Should I Purchase Route Protect?
Claims must be submitted in the time frame listed below.
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Claims with Route |
Claims with Blue Origin Shop |
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Lost in Transit |
Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for United States domestic shipments. Read Route Protection Policies |
12 business days of no movement via the shipping provider. All claims to Blue Origin Shop are subject to manager review processes and approvals. |
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Stolen |
Order issues for packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after the “delivery date” but no longer than 30 days to ensure it was not mis-delivered or easily found around the premises. Read Route Protection Policies |
12 business days of no movement via the shipping provider. Police Reports are required for all claims. All claims to Blue Origin Shop are subject to manager review processes and approvals. |
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Damaged in Transit/Arrived Damaged |
Order Issues for damaged orders must be filed within 30 days of the delivery date. Read Route Protection Policies |
File with Bleu Origin Shop Customer Service. Requires manager review before replacement or reimbursements are made. You must contact us within 1 week of delivery. |
If you purchased Route Protection and need to file an insurance claim for a shipping issue, click below:
What is “Green Package Protection” and how does it work?
Route covers the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" shipping includes package protection at the same cost as before, with the additional benefit of shipping emissions that are offset. By adding Green Package Protection to your cart, you're automatically taking instant climate action — no donation required. Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.
How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes. The Route Premium cost will not be refunded.
Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders, including shipping, taxes, and Route Shipping Protection.
When Should I File a Claim?
Marked As Delivered (Stolen)
- Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered
- Please note: some order issues may require a police report to be filed
Stuck In Transit (Lost)
- For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date.
- For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date.
Damaged
- Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.
All of Route’s policies are listed here.
What if My Order Never Arrives or is Stolen?
Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout.
If your order has not arrived, please file a claim with Route here.
What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout.
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.
You can file a claim with Route here.
If your order has defects or you suspect it was damaged during manufacturing, please contact us, and we will be happy to work with you to remedy the situation.
How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.
You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.
Where do I get the Route App?
Haven’t downloaded the app yet? iOS download here and Google download here.
What are Route’s Terms and Conditions?
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/
Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.