FAQ

Q: Where are my items?

 A: Typically, all items are shipped out either same day or next business day via FedEx. It may take 1-4 days before shipping due to the order volume. Standard shipping is 7-10 business days and please allow extra time for weather related incidents. Tracking information is sent out with your order confirmation. Please contact us at thinkoutside@whitesierra.com for further information or questions.

 

Q: What is the UPF rating of your products? 

 A: All of our items have between a 15-35 UPF rating. Items with higher ratings will be noted in the descriptions.

 

Q: How do I return an item?

A: At this time, we do not offer return shipping, so all items need to be shipped back to us at your expense. We highly recommend including tracking information, as we are not liable if the package gets lost in the mail. Once we get the item, we will refund it same business day. It will take 7-10 business days to appear in your account.  Please be aware that the ORIGINAL SHIPPING COST WILL NOT BE REFUNDED.  Please mail item(s) back to WHITE SIERRA / ATTN: ECOMMERCE / 305 Soquel Way / Sunnyvale, CA 94085.  Enclose a complete copy of your invoice with the reason for your return.    

 

Q: How do I exchange an item? 

A:  Follow the above instruction to return an item but state clearly on the enclosed invoice the size to be exchanged.  There is no additional shipping charges for exchanges.  

 

Q: What does "WATERPROOF" mean? / What is the "WATERPROOF" rating? 

A: All of our waterproof items are 3k/3k and are able to keep you dry in normal rain for 3 hours, or in heavy rain for 2 hours. Waterproof and breathable items are notated in the descriptions. Please be aware that all waterproof items must be fully dry before the next use to maintain the insulation. Our insulated snow gear is sealed for up to 5 hours of constant use.

 

Q: Warranty and Repair Information:  

A: White Sierra GUARANTEES that every product we make is free from defects in workmanship and material. This guarantee means that after evaluation, we will repair or replace a defective product at our discretion. Please contact the retailer where you purchased your items and in most cases they will be able to assist you. You may also send your items directly to us, shipping pre-paid (you pay for shipping to us and we will pay for shipping back to you). Please be sure to include all components of the garment (Shells/Liners/Belts/Pant Legs etc.).

 

Q: How does White Sierra test its garments? 

A: White Sierra tests its products in a number of different ways. The fabric itself is tested by independent laboratories like the Oeko Labs and supplier tests are conducted separately. Here at White Sierra we personally test all of our garments through rigorous field testing for their intended uses. And we also use independent testers/bloggers, if you have any to share with us, let us know! Finally, some of our products are reviewed by trade publications and magazines and we are always looking to improve fit, function, and durability.  

If during any of these steps a design feature fails to life up to our specifications we will either change it or remove it from the garment and all future products.

 

Q: When are the out of stock items coming back in stock? 

Many of our items are sold year round and typically come back in stock within 4 to 6 months. However, we do have items that are seasonal and change year to year. If you're interested in a specific item, please reach out to us at thinkoutside@whitesierra.com and let us know!  We include customer feedback in the design of all of our collections and we would love to hear from you. 

 

Q: How do I fold the Garment to fit into the Packable Pocket? 

A: The front right pocket of the jacket has a double zipper and is specially designed to hold the entire jacket. 

The official way to pack the garment into the packable pocket is: 
- Zip closed
- Fold the jacket in thirds
- Roll the ends to dimensions of the packable pocket 
- Turn the pocket inside-out and presto - you are packed! 

Check out the video on YouTube here -

The non-official way to pack the garment into the packable pocket is: 
- Turn the pocket inside-out and stuff the jacket in - less precise, but you will save so much time!

 

Q: I have a White Sierra Shell Jacket & I have lost the fleece liner. 

A: From 2006 and earlier, White Sierra no longer stocks the particular zip compatible fleece. In 2007 we changed our system compatible fleece to a new snap compatible system. One of the reasons we made this change is because it can be very difficult to match an older jacket to a liner. The new fleece is called the El Dorado Jacket for Men and the Cornice Jacket for Women. 

 

Q: How Do I Fit Convertible Pant Legs Into the Pocket 

A: The left pant leg has a mesh pocket specially designed to hold the removed legs in a self contained pocket. If you prefer, roll the legs and stuff them into that pocket. Happy Hiking!