FAQS

ORDERS

How long will it take to ship my order?

It takes approximately 1-2 business days to process your order. Once shipped, you should receive it in 3-8 business days.

Note: Shipping for Hawaii, Alaska, APO/FPO/DPO, Puerto Rico, US Virgin Islands, and Guam may take up to 6 weeks in some cases.

Is shipping available outside the U.S.?

We currently only ship to the United States.

Is there a shipping fee?

All orders are subject to a $5.99 fee per shipment from each shipping location. You can see where your item is being shipped from in the “Shipping Location” section of the item details page.

Is expedited shipping available?

Unfortunately, expedited shipping is not available at this time

How do I track my order?

Once your order has been shipped, you will receive an email with tracking information. If you have additional questions, reach out to pop-support@thredup.com for support.

My order tracking number is not updating.

If the estimated delivery time frame for your package has passed, please contact pop-support@thredup.com with your order number, and we’ll be happy to track your package.

My order was delivered but not received.

Sometimes, orders are prematurely scanned as delivered and may still be held at the post office for pickup. We ask that you please take the following steps before we investigate further:

  • Check with your neighbors, roommates, property manager, or front office

  • Search around your porch or property in case the package was placed in a secure and hidden location

  • Confirm with your delivery provider to see if the package was held

If you don't receive your order within 14 days, please reach out to pop-support@thredup.com.

What is your cancellation policy?

Please reach out to pop-support@thredup.com with your order number to request a cancellation. If a cancellation is not possible due to immediate processing, take advantage of our easy returns process

Can I change the shipping address on my order?

Please reach out to pop-support@thredUP.com to see if an update to your shipping address is possible—make sure to include your order number and new address. Once an order has been processed, the shipping address cannot be changed. In these cases, we recommend establishing a mail forwarding address.

Can I change the payment method on my order?

Once an order has been placed, we cannot change the chosen payment method. If your order hasn’t been processed yet, thredUP Customer Service may be able to cancel your order. Please reach out to pop-support@thredUP.com with your order number.

RETURNS

What is the return policy?

If you decide an item isn't the right fit for you, visit our Returns page to process your request. Returns must be sent back within 14 days of delivery. The 14-day timeframe starts when an item is delivered, not the order as a whole. If your order is arriving in multiple shipments, you may have different return windows. Multiple items may be sent in one package, as long as the return slips are included.

Refund Requirements:

  • Items MUST be returned in the condition that you received them (i.e., items that are New with Tags must have original tags attached, clothing must not be worn or washed, etc.).

  • Original shipping charge for returned items will not be refunded.

  • Final-item sales may not be returned.


Your refund will be issued to your original form of payment. Note that a shipping return fee of $5.99 will be deducted from your refund.

How long until I receive my refund?

Once processed, it may take your bank up to 7 business days to credit the refund to your account.

TRADE IN

How does trade in work?

Polarn O. Pyret is partnering with thredUP to allow customers to turn their gently used clothes into Polarn O. Pyret shopping credit.

How can I get a Clean Out Kit or a digital label?

  • Visit our Trade In page to print out a digital label for use on any box, envelope, or bag.

  • Have a Clean Out Kit from a store or online purchase? Be sure to activate it  here. Click “Activate a Kit” and you’ll be redirected to an activation page. Provide your existing Polarn O. Pyret account email to help avoid delays in receiving your credit from Polarn O. Pyret. Type in your activation code (bag number) or the tracking number for your kit on the activation page. You’ll receive an email confirmation once your kit is activated. 

What if I forget to activate my bag before mailing it back to thredUP?

Please reach out to pop-support@thredup.com with your bag number or kit tracking number. With this information, we can activate the bag on your behalf. 

How do I return my Clean Out Kit once it is ready?

You can drop your bag or box off at any USPS or FedEx location.

What will my payout be?

You can earn 4%- 56% of the estimated resale value of the accepted items per kit. Higher-end brands get you a higher percentage of the payout. Some value brands are ineligible for a payout, but you can still send them in. See a list of ineligible brands here. With a Polarn O. Pyret Clean Out Kit, you’ll also earn an extra 15% bonus on your payout!

When do I receive my payout?

Once your kit is processed, you’ll receive Polarn O. Pyret credits for listed items within 7-14 days. 

How do I redeem my Polarn O. Pyret credits?

You will receive a notification from thredUP when your items are processed. Within 7-14 days, you will receive an email from Polarn O. Pyret explaining how to access the credits in your account. Polarn O. Pyret credit is store credit and can be used to purchase any items in store or online at https://www.polarnopyretusa.com/. There is no time period in which you have to spend your Polarn O. Pyret credit as they have no expiration date. 

PRODUCTS

What condition are Polarn O. Pyret items?

All Polarn O. Pyret items are processed and inspected according to strict quality standards to ensure they are “re-sellable,” meaning no signs of wear (pilling, shrinkage, fading), no damage (missing parts, rips, stains, odors), and no alterations.  

I can’t find my size or a color for a specific item.

Our inventory is constantly changing because we receive items from our customers’ closets. We list new items every hour, so check the site often to find your perfect match!

What items can I send in a Clean Out Kit?

You can send in gently used women’s and kids’ clothing, handbags, shoes, and accessories from any brand.

All items should:

  • Be clean.

  • Have limited signs of wear, including pilling, fading and shrinkage.

  • Have no damage, such as missing parts, rips, stains or odors.

  • Have no alterations, including cut off labels or missing size information.


Please note: Only 50% of the items in the average Clean Out Kit meet thredUP’s quality standards.

What happens to the pieces that aren’t listed on thredUP?

Together with their partners, thredUP is committed to returning as many items as possible back into the circular economy and keeping them out of landfills. Pieces that are in good shape, but don’t meet thredUP’s quality standards, are evaluated for inclusion in thredUP’s Rescue program. Items that don’t qualify for listing or Rescue Boxes are reused or responsibly recycled by thredUP’s vetted network of textile recycling and reuse partners.

Can I track my items after I send them in?

Yes. We will keep you updated every step of the way via email. You will receive notifications when we receive your bag, when your items are processed, and when you receive credit in your Polarn O. Pyret account.

How long will it take to process my items?

Once you’ve mailed your kit, it can take up to 3 weeks to be delivered to thredUP. Once your kit is received, it will take up to 4 weeks to process your kit. 

What fees are involved?

There's no charge for physical Clean Out Kits or digital labels and both are free to return.

Contact

Have additional questions? Reach out to us at pop-support@thredUP.com. Please note that all Polarn O. Pyret  customer service questions will be handled via this email.

Who is thredUP?

thredUP.com is transforming resale with technology and a mission to inspire a new generation of consumers to think secondhand first. By making it easy to buy and sell secondhand, thredUP has become one of the world’s largest resale platforms for women’s and kids’ apparel, shoes, and accessories.