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FAQs

ONLINE STORE

Can I use a discount code on marked-down items?

We do not permit the use of discount codes when purchasing discounted items. Any discount code will be applied only to full-priced items within a cart. Duckworth does not permit combining discount codes during checkout.


When will the item I’m looking for be available?

We add products to our online store as soon as they become available. The COVID-19 pandemic has significantly disrupted our 100% American-made supply chain; we are working around the clock to troubleshoot bringing your favorite Duckworth items back onto shelves ASAP. Please sign up for our newsletter to get updates as products become available, or feel free to email us at any time: customerservice@duckworthco.com. We thank you for your support and appreciate your patience.

 

 

GARMENT CARE

Your premium Duckworth Merino Wool garments require special care to ensure long-term durability and satisfaction, and over-washing can reduce lifespan. If it’s not dirty, don’t wash it! The antimicrobial properties will cure any odor, and simply hanging up your garments overnight to air out will leave them looking and smelling clean in the morning. When the need does arise, simply follow the two-step guide below. It’s really that easy to care for our best-in-the-world-quality Merino Wool products. 

Duckworth-Merino-Wool-Care-Guide

 

WARRANTY

Duckworth products are made with Montana-grown Merino Wool in the United States. There may be variations in color shades from season to season; this is completely normal, as wool is a natural fiber. If you need to return your purchase for a replacement or a refund, we accept returns of regular priced merchandise in their original condition, unworn, unwashed, and in the original packaging within 30 days of receipt of purchase (see "Order Processing, Returns, & Exchanges" below). Duckworth garments that are purchased from a retail outlet should be returned to the original place of purchase. Please note that wear and tear, mishandling, and negligence of use does not fall under warranty.

 

 

SHIPPING

Do you ship to Canada or internationally?

At this time, we are only able to ship within the United States. We are exploring international shipping options - to stay up to date on progress, please subscribe to our newsletter.


Do you ship to P.O. boxes? 

At this time, our shipping partner UPS is unable to ship to P.O. boxes. 


What is the order deadline for UPS 2nd Day Air and UPS Standard Overnight shipping options?

Orders must be received by 10:30 a.m. MST to be processed for either UPS 2nd Day Air or UPS Standard Overnight shipping. 


 

ORDER PROCESSING, RETURNS, & EXCHANGES

Can I change my order?

We are unable to modify order details once an order has been placed. We are able to cancel an order if the warehouse has yet to process and/or ship the order. Once the order has been canceled, we can help you order again with the correct information. 


Can I exchange my order?

To exchange an item, please print and fill out the Return Authorization form found HERE, indicating in the provided forms which items you would like to exchange. Please provide the style, size, and color of your requested replacement item. Then, send the form back with the item(s) to our office (37 E. Main Street, Suite 15, Bozeman, MT 59715). Once we receive the returned item(s), we will authorize the exchange and send out the new products.


Can I cancel my order?

To cancel an order, please contact customerservice@duckworthco.com or call 1 (406) 922-DUCK (3825). Cancellations are a time-sensitive matter, so please contact us as soon as possible. We are able to cancel an order if our warehouse has yet to process and/or ship the order.


Can I make a return?

Yes. We accept returns within 30 days of receipt of purchase if the item is in its original condition, unworn, unwashed, and with tags still attached. We are unable to process returns for opened briefs. We do not assume responsibility for reimbursement or compensation for packages lost in transit without proof of delivery to Duckworth.


How do I make a return?

In order to make a return, please print and fill the Return Authorization form found HERE, indicating which items you would like to receive a refund. Then, send the form back with the item(s) to our office (37 E. Main Street, Suite 15, Bozeman, MT 59715). Once we receive the returned item(s), we will issue a refund to the original form of payment. 


How long does it take to process a return?

Please allow up to 14-days to process your returns or exchanges once we receive your items.  During peak seasons, please allow an additional 7 days.


Does Duckworth provide prepaid shipping labels for returns/exchanges?

Customers are responsible for incurred shipping costs on returns and exchanges. If the item you received is found to be defective or there was a mistake in your order, we will gladly provide a prepaid shipping label.


Can I return an item that was gifted to me?

Yes. Print and fill out the Return Authorization form found HERE and indicate the full name of the individual who purchased the order. If you have an order number, please provide this information as well. We can exchange the item for a different style, size, or color, or we can issue a gift card in the amount of the original order.


 

ADDITIONAL INFORMATION

Do you offer a military or pro program discount?

Yes. Please submit an application HERE and we will follow up with account information in a timely manner.