CUSTOMER FAQS
How Can We Help?
Email: support@orosapparel.com
Monday - Friday 9am - 5pm CT
Customer Support
I want to order but I don’t know what size to get?
OROS products run true to size. However, if you commonly run between sizes, we recommend you go up a size when making your purchase. Size guides for each product can be found on the product page for more detailed fit guidance.
Are OROS products waterproof or water-resistant?
The Orion Parka and Immix gloves are fully waterproof. The rest of the OROS line is water resistant - specifically, DWR treated. SOLARCORE® - the insulation used in all OROS products - offers additional protection beyond that of our waterproof fabric. SOLARCORE® is hydrophobic, wind blocking, and insulates when wet - giving all OROS gear outstanding performance in wet and windy conditions
Where are the product specs for each item?
Product specs, features, and care instructions can be found on each product page. This information is available just below our "Add To Cart" button on each individual product page. For more detailed information, please reach out to support@orosapparel.com.
What thickness of insulation is in each item?
OROS products are made with varying degrees of our 2mm and 3mm breathable SOLARCORE® insulation. We optimize each jacket to provide the most efficient warmth, weather protection, and breathability. For information on a specific product, check the product page or reach out to support@orosapparel.com.
Are your products cruelty free and vegan?
OROS products, with the exception of our gloves, are 100% vegan. Forbes called the Orion Parka the "warmest jacket on earth" - it also happens to be 100% vegan - so you could say we offer the warmest vegan jacket ever made!
Are there any harmful chemicals being used in the production process?
OROS products follow rigorous health and safety standards for sourcing and production. We do not use harmful chemicals in the creation of our products, and all OROS gear is machine wash and dryer safe.
Do you make petite or big and tall sizes?
We do not currently offer petite or big and tall sizes at this time.
I selected the wrong size/color.
- My order has been shipped: Since your order was already shipped, please wait for it to arrive and reach out to customer service to initiate your return.
- My order has NOT been shipped: No problem. If your order has not yet been fulfilled and shipped, reach out to our customer service. Our team will process your request, and get the right product shipped to your door.
What payment methods are accepted?
We accept all major US credit cards, Apple Pay and PayPal for domestic orders. We accept most non-US issued cards for International orders.
Do you accept International Orders?
We ship worldwide via FedEx and domestic carriers. Your order will be shipped to a freight forwarding facility first. From there, your tracking will update with your shipping address. Reach out to customer service for any additional questions.
All International orders are subject to all standard duties, taxes and fees. Free shipping for orders >$99 offer is not eligible for International orders. Conversion rates are applied at checkout, ensuring up to date rates. A conversion fee is applied at checkout.
Can I pay in another currency aside from USD?
All charges are processed in US dollars. Currency conversions are shown at checkout.
What is the exchange/return process?
You may return or exchange your unworn products within 30 days of product delivery. The products must be first quality, unwashed and have the tags attached. The Black Friday Bundle is exchange only. International orders are not eligible for exchanges or returns.
Are returns free?
There is a $7 restocking fee processed on all returns.
To process your exchange/return, follow the instructions below:
- Go to our return/exchange page
- Enter your order number and shipping address
- Select your item and reason for return
- Select return or exchange
- For exchange: select your new size and color
- Click complete return
- Download return shipping label
- Send product back via FedEx or USPS.
International Orders
At this time, we cannot accept returns/ exchanges on International orders.
I want to request a refund or replacement.
We stand by our products and our customers. Should you need a refund or a replacement for a damaged product, contact customer service. Refunds are processed immediately; funds typically arrive within 24-48 hours of processing. If the item is damaged, reach out to customer service. Please provide your original order number, as well as a photo of the damage. If your item falls within our warranty policy, a replacement product will be shipped to your door free of charge.
What payment methods are accepted?
We accept all major US credit cards, Apple Pay, and PayPal for domestic orders.
How long does it take to fulfill and ship orders?
The only thing we can’t science our way out of is current events causing worldwide shipping delays. We’re advising the OROS community to avoid gifts arriving late by shopping early. We will keep you informed as your order ships with updated tracking information. U.S. orders will typically deliver in 4-8 days once it’s shipped. Check out our shipping page for more detailed information.
Do you ship internationally?
We ship worldwide via FedEx and domestic carriers. Your order will be shipped to a freight forwarding facility first. From there, your tracking will update with your shipping address. Reach out to customer service for any additional questions.
Do I have to pay duties and taxes?
All International orders are subject to all standard duties, taxes and fees. Free shipping for orders >$99 offer is not eligible for International orders. Conversion rates are applied at checkout, ensuring up to date rates. A conversion fee is applied at checkout.
I gave the wrong shipping address.
It happens, we get it. If you made a mistake when entering your address information, reach out to customer service as soon as possible.
Where can I find my tracking number?
You will receive email notification once your order is processed, tracking will be provided at that time.
I did not receive my product.
Reach out to customer service as soon as possible so we can help you track down your order.
