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

 

How do I remove pills from my wool garment?

Place the garment on a flat surface. Use a shaving razor, sand paper stone, sweater comb, or specialized fabric depiller and gently stroke across the fabric to remove fluff and pills. Remember to pull each side of the fabric until it is flat and taut. Continue this process until the pills are successfully removed.

 

WARRANTY

We proudly stand by each and every Premium Montana-grown Merino Wool garment we produce here in the U.S., and always look to ensure the highest calibers of quality and care in every stitch, weave and knit. If your product fails due to a manufacturing defect, we will work to get that replaced as soon as possible in order for you to enjoy your next outdoor adventure swaddled in Merino. Our warranty policy does not cover damage caused by negligence, improper care, and/or normal wear and tear. In order for your item to be covered by our warranty, you must be able to show proof of purchase in order to make a proper replacement order. We do not replace shrunken or pilling garments that have been incorrectly laundered. Finally, pilling is a normal and natural occurrence in any well-used wool garment. If you are experiencing pilling, please see our FAQ page on how to remove pills. If you believe you have received a defective product, please email Customer Service at customerservice@duckworthco.com with a photo of the defect. All items that are found to be defective will receive a prepaid shipping label to return the faulty garment, so that the exchange process is initiated.

 

 

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? 

Yes! We now offer USPS ground shipping to PO Boxes. 


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

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

 

What shipping carriers do you use?

We use FedEx for all 2nd Day Air and Overnight shipping. Free ground shipping may be shipped using USPS, FedEx, UPS, or DHL. If you need a specific carrier for ground shipping, please reach out to the Customer Service team upon placing your order at customerservice@duckworthco.com.


 

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 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.

 

 

We accept returns within 30 days of order fulfillment. Items must 1) be in their original condition (unwashed, no hair/dirt), 2) have the hang tags still attached and 3) be neatly folded and packaged. We cannot accommodate returns for opened briefs. 

 

Our simple 5-step return process:

  1. Please visit our return portal HERE and enter your order number and zip code. 
  2. Select which item(s) you would like to exchange/return.
  3. When making an exchange, return shipping is FREE. 
  4. When making a return for a refund, please choose to use a return label ($8.50 deducted from your refund) OR a $5.00 restocking fee when dropping off at a Happy Returns location. 
  5. Once we receive the item, we will email you to confirm the return/exchange.

 

Where do I find my order number?

Your order number is found in the confirmation email that is sent after purchasing on our website. Please email customerservice@duckworthco.com if you need help finding your order number.

 

How long does it take to process a return?

Returns are processed once they arrive at our headquarters and we are able to verify the condition of the merchandise. Please allow 7-14 days to process your return.

 

Can I return an item that was gifted to me?

Yes. Please visit our return portal HERE and click the bottom where it asks if this was a gift. You will need to fill out the indicated information in order to continue.

 

Can I exchange for a store credit?

Of course! We offer you a $5.00 bonus when exchanging for a store credit. Please allow 1-2 business days when choosing the store credit option for this to be processed. We will send the details to your email.

 

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.