REI Customer Service, Returns, Membership, Complaints and Reviews

Eric Strand

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REI customer service issues often involve online orders, missing packages, returns, exchanges, refunds, membership rewards, gift cards, store pickup, curbside pickup, damaged gear, defective products, Re/Supply used gear, Trade-In, bike shop services, snow shop services, rentals, classes, product recalls, order cancellations, coupons, credit card questions, and follow-up with a specific REI store. Because REI support may involve an online order, local store, membership account, gift card, REI Co-op Mastercard, vendor warranty, carrier delivery, used-gear purchase, or outdoor activity service, the best support route depends on what happened and where the purchase was made.

Start Here: Best REI Support Path

Use the route below before submitting a general complaint. This helps REI identify whether your issue belongs with customer service, a local REI store, membership support, gift card support, order support, returns and exchanges, the REI Co-op Mastercard provider, Re/Supply, Trade-In, shop services, rentals, or corporate/board correspondence.

  • Online order issue: Check order status first, then contact REI customer service with the order number, shipping address, tracking number, item name, and purchase date.
  • Missing package: Review the carrier tracking, delivery photo if available, address, apartment or gate details, and REI order history before contacting support.
  • Return or exchange: Review REI’s current return policy, gather proof of purchase, and note whether you are an REI Co-op Member or non-member.
  • Defective or damaged product: Keep photos, packaging, item tags, purchase receipt, and a short description of how the defect appeared.
  • Membership or rewards issue: Contact the REI membership team or sign in to your account with your member number, email, reward details, and order history ready.
  • Gift card issue: Use the official gift card balance route or customer service. Do not post the full gift card number or PIN publicly.
  • REI Co-op Mastercard issue: Use the card issuer’s account-management route for billing, payments, credit limits, statements, fraud, and card rewards questions.
  • Store pickup or local service issue: Contact the REI store involved, especially for pickup, rentals, bike shop, snow shop, classes, or local service appointments.
  • Corporate or board matter: Use REI’s official corporate, board, media, donation, or vendor routing rather than the general customer service number.

How to Contact REI Customer Service

REI provides customer support by phone, live chat, help center articles, account tools, order-status pages, store support, membership support, gift card support, and issue-specific email routing. For product questions, orders, or returns, REI directs customers to its customer service team by phone or live chat.

The old listing used longer customer service hours and a Kent, Washington corporate address. REI’s current help footer lists live chat hours of Monday through Friday, 6 AM to 8 PM Pacific Time, and Saturday through Sunday, 8 AM to 5 PM Pacific Time. REI’s current corporate contact page gives specific routing for customer service, membership, donations, media, vendors, and board correspondence.

Information To Have Ready Before Contacting REI

Before contacting REI customer service, gather the details that help support identify your order, membership, store purchase, return, exchange, gift card, shipping issue, product defect, or service appointment.

  • REI order number, receipt, or proof of purchase
  • REI Co-op member number or account email, shared only through official support
  • Product name, brand, size, color, SKU, serial number, or model number if available
  • Store location if the purchase, pickup, return, class, rental, or service happened in-store
  • Tracking number, delivery date, shipping address, and carrier notes for missing or late packages
  • Photos of damaged packaging, defective gear, wrong item, missing item, label, or product tag if relevant
  • Return reason, exchange request, replacement size, or refund request
  • Membership reward, bonus card, coupon, promo code, or gift card details
  • Gift card number or PIN only when using an official REI support route, never in public comments
  • Bike shop, snow shop, rental, class, or event confirmation if the issue involves a service
  • The resolution you want, such as refund, exchange, replacement, order correction, reward correction, gift card review, store callback, repair review, or written explanation

REI Orders, Shipping, Store Pickup, and Missing Packages

REI order complaints often involve delayed shipping, tracking showing delivered when the package is missing, wrong items, missing items, canceled items, backorders, unavailable inventory, split shipments, damaged packaging, or problems with store pickup.

Start by checking your REI order status and tracking details. If the package shows delivered but is missing, check the delivery location, neighbors, apartment office, mailroom, porch, locker, gate instructions, and carrier photo if available. Contact REI with your order number, tracking number, delivery address, and what the carrier tracking shows.

For store pickup or curbside pickup issues, contact the store involved. Have your pickup confirmation, order number, store location, ID, membership number, and item details ready.

REI Returns, Exchanges, Refunds, and Warranty Questions

REI return and exchange issues are among the most common customer service reasons for contacting the co-op. REI’s return rules can depend on whether you are an REI Co-op Member, whether the item is new or used, whether it is outdoor electronics, whether it was final sale, and whether the item is damaged, dirty, defective, or outside the return window.

REI’s help articles state that members can return most items within one year of purchase, while non-members have a shorter 90-day return window. Outdoor electronics, final sale items, Re/Supply used gear, damaged gear, and excessively dirty gear may have separate restrictions. Check the current policy before promising yourself or another customer that an item is returnable.

For returns, keep the receipt, order number, member number, product tags, packaging, photos, and a clear explanation of the problem. If an item is defective, explain whether the problem appeared during normal use, after first use, after washing, after travel, after a trip, or during a repair attempt.

REI Co-op Membership, Member Rewards, and Account Help

REI Co-op Membership is a one-time membership purchase that provides lifetime benefits. REI currently promotes a one-time $30 membership and says members may receive an annual 10% Co-op Member Reward on eligible purchases, along with additional member benefits.

Membership support issues may involve missing rewards, incorrect member number, duplicate accounts, account login problems, bonus cards, member coupons, birthday or promotional offers, reward lookup, used gear, rental benefits, shop service savings, classes and events, and REI Co-op Mastercard questions.

For membership issues, contact REI’s membership team at member@rei.com or use your REI account tools. Have your name, account email, member number, order history, reward details, and screenshots ready. Do not post member numbers, account screenshots, addresses, or reward codes publicly.

REI Co-op Mastercard and Credit Card Support

The REI Co-op Mastercard is managed through the card issuer’s account-management route. Contact the card issuer for credit card payments, billing, statements, interest, credit limits, card rewards, fraud, declined transactions, lost cards, stolen cards, and disputes.

If your issue involves REI merchandise rewards or a shopping order, REI customer service may be able to help with the retail side. If the issue involves the credit card account itself, use the card issuer’s secure login or phone support. Do not post credit card numbers, statements, card screenshots, billing addresses, or security codes in public reviews.

REI Gift Card Support

REI gift card issues may involve balances, digital gift card delivery, incorrect recipient email, lost cards, stolen cards, unauthorized use, bulk gift card orders, bonus cards, and redemption problems.

REI says gift card balances can be checked online, at an REI store, or by calling 1-855-873-5456. REI gift cards do not expire and have no fees, but REI says gift cards generally cannot be replaced or refunded if lost or stolen.

Never post a full REI gift card number, PIN, barcode, activation receipt, eGift link, bonus card code, or balance screenshot in a public review. Gift card details should be treated like cash and shared only through official REI support when necessary.

REI Store, Bike Shop, Snow Shop, Rentals, Classes, and Local Service Issues

Many REI complaints are best handled by the local store involved, especially when the issue concerns store pickup, returns, rentals, bike shop service, snow shop service, boot fitting, product advice, classes, events, local inventory, or a store employee interaction.

For bike shop or snow shop complaints, keep the service ticket, appointment time, store location, item details, technician notes, estimate, photos, and description of the issue. For rentals or classes, keep the reservation, cancellation details, date, location, and any messages from REI.

If a local store cannot resolve the issue, contact REI customer service with a short timeline and the store details. Explain what was promised, what happened, who you spoke with, and what resolution you are requesting.

Re/Supply Used Gear and Trade-In Help

REI’s Re/Supply and Trade-In programs can involve used gear condition, trade-in quotes, item eligibility, final sale rules, store credit, missing trade-in credit, rejected items, shipping issues, and questions about whether used gear can be returned.

Used gear and trade-in issues may have different rules than new gear purchases. Review the current Re/Supply and Trade-In terms before buying, returning, or shipping used items. Keep item photos, condition details, order numbers, trade-in quote numbers, shipping tracking, and store receipts.

Damaged, Defective, Recalled, or Unsafe Product Complaints

If you believe an REI product or another brand sold by REI is damaged, defective, recalled, mislabeled, unsafe, counterfeit, or missing safety information, stop using the item until you understand the risk. This is especially important for climbing gear, bike parts, helmets, stoves, fuel, children’s gear, avalanche equipment, water-safety gear, electronics, batteries, and travel equipment.

Save the item, packaging, receipt, product tags, photos, serial number, lot code, model number, and any injury or incident details. Check REI’s product recall page and the manufacturer’s website. For serious safety concerns, consider reporting the issue to the appropriate consumer product safety agency as well.

Coupons, Promotions, Bonus Cards, and Sale Pricing

REI coupons and promotions may have exclusions, expiration dates, member-only rules, brand restrictions, outlet restrictions, gift card restrictions, bonus card timing, or category limits. If a coupon or bonus card did not work, save the offer email, screenshot, coupon code, expiration date, cart screenshot, item names, and error message.

Some promotions may not apply to prior purchases, gift cards, classes, events, rentals, travel, shop services, backordered items, donations, corporate/group sales, or excluded brands. Check the specific offer terms before contacting support.

Scams, Fake REI Coupons, and Account Safety

Be careful with fake REI customer service phone numbers, fake REI clearance sites, fake gift card balance sites, fake order tracking pages, fake social media giveaways, fake outdoor-gear ads, phishing emails, text scams, and fake coupon offers. A legitimate support process should not ask for your password, full card number, gift card PIN, one-time verification code, remote access to your device, or payment through a gift card or cash transfer app.

If you see an unfamiliar REI, REI Co-op, REI Outlet, gift card, membership, or online order charge on your card, check your REI order history, email receipts, gift card purchase records, family member orders, saved payment methods, and REI Co-op Mastercard activity if relevant. If you still do not recognize the charge, contact your bank or card issuer promptly and consider using ChargeOnMyCard.com to research unknown card charges.

Privacy and Public Review Cleanup Tips

CustomerServiceNumbers.com allows customers to share REI reviews, but public comments should not include private information. Describe the issue clearly while keeping payment, account, membership, order, gift card, delivery, medical, child-related, and employee-private details out of the review.

Do not post receipts, order numbers, tracking numbers, payment details, card numbers, gift card numbers or PINs, account screenshots, app verification codes, member numbers, reward codes, coupon codes, phone numbers, email addresses, home addresses, delivery addresses, medical or injury details, employee private information, children’s names, or children’s photos. If your complaint involves a child, injury, medical concern, payment dispute, gift card issue, or delivery address, share sensitive details only through an official support route when necessary.

REI Reviews on CustomerServiceNumbers.com

At the time of this update, the REI listing on CustomerServiceNumbers.com showed 0 reviews and a 0 out of 5 star rating. Because there are no current CSN reviews for this listing yet, this page should not claim that CSN reviewers commonly praise or complain about specific REI issues.

If you have contacted REI about an online order, missing package, return, exchange, refund, defective product, membership reward, gift card, Re/Supply used gear, Trade-In, bike shop service, snow shop service, rental, class, product recall, store pickup, or support experience, you can leave a review below. Helpful reviews mention the issue type, support route used, whether the local store or online support handled it, and whether the issue was resolved.

How To Escalate an REI Complaint

If your REI issue is not resolved, first identify whether it belongs with REI customer service, a local REI store, membership support, gift card support, the credit card issuer, a shipping carrier, a manufacturer, or a product-safety agency.

For a stronger escalation, write a short timeline that includes the order number, store location, purchase date, item name, support contacts, case details, screenshots, and requested resolution. Keep the tone factual and include proof of purchase, photos, tracking details, or product information when relevant.

For credit card disputes, unauthorized charges, identity theft, or payment issues, contact your bank or card issuer promptly. For product safety issues, review REI’s product recall page and consider reporting serious defects or injuries to the manufacturer or the appropriate consumer product safety agency.

Frequently Asked Questions About REI Customer Service

What is the REI customer service phone number?

REI customer service can be reached at 1-800-426-4840 for product questions, orders, and returns.

What are REI customer service hours?

REI’s help footer currently lists live chat hours as Monday through Friday, 6 AM to 8 PM Pacific Time, and Saturday through Sunday, 8 AM to 5 PM Pacific Time. Hours may change, so verify current availability on REI.com.

How do I contact REI online?

Use the REI Help Center, live chat, or the REI Email Us contact form. The form includes categories such as delivery issues, cancel or modify order, returns help, membership and rewards, checkout help, coupons, promos, gift cards, account help, REI programs, and product advice.

How do I contact REI about returns?

Use the REI returns and exchanges page, contact customer service, or visit an REI store. Have your proof of purchase, order number, member number, item details, and reason for return ready.

How long do REI members have to return items?

REI help articles state that members can return most items within one year of purchase, while non-members generally have 90 days. Some items, including outdoor electronics, final sale items, Re/Supply used gear, damaged gear, or excessively dirty gear, may have different rules.

How do I contact REI about membership rewards?

Sign in to your REI account or contact the membership team at member@rei.com. Have your member number, account email, order history, reward information, and screenshots ready.

How do I check an REI gift card balance?

REI gift card balances can be checked online, at an REI store, or by calling 1-855-873-5456.

Do REI gift cards expire?

REI gift cards do not expire and do not have fees. Treat them like cash because REI says lost or stolen gift cards generally cannot be replaced or refunded.

How do I contact REI about the REI Co-op Mastercard?

Use the REI Co-op Mastercard account-management route through the card issuer for billing, payments, fraud, statements, credit limits, or card-account disputes. REI customer service may help with merchandise-order questions, but the card issuer controls the credit card account.

Where is REI corporate office?

REI’s official corporate contact page lists board correspondence by mail to REI Board of Directors, 1700 45th Street East, Suite 101, Sumner, WA 98390. For customer service, use REI’s phone, live chat, or online support routes first.

Is REI owned by a parent company?

No. REI is a consumer co-op. REI’s membership page describes the co-op as a member community, and the company is not listed as a subsidiary of a parent company.

Related REI and Outdoor Retail Customer Service Resources

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers find customer service contact information, complaint routes, support options, and company reviews since 2004. We review official company pages, support centers, phone numbers, contact forms, return policies, membership resources, gift card terms, product recall pages, policy pages, customer feedback, and reader-submitted experiences to help people choose the best route for their issue.

Share Your REI Customer Service Experience

Have you contacted REI about an online order, missing package, return, exchange, refund, membership reward, gift card, store pickup, Re/Supply used gear, Trade-In, bike shop service, snow shop service, rental, class, product recall, defective gear, coupon, or support experience? Share your review below and explain which support route you used and whether the issue was resolved.

Please do not post private information such as receipts, order numbers, tracking numbers, payment card details, gift card numbers or PINs, account screenshots, member numbers, reward codes, coupon codes, phone numbers, email addresses, home addresses, delivery details, medical or injury details, employee private information, children’s names, or children’s photos.

Page Update Note

This REI customer service page was updated on June 30, 2026 to reflect the current 1-800-426-4840 customer service number, live chat routing and hours, online contact categories, returns and exchanges guidance, REI Co-op Membership support, gift card balance support, store pickup and shipping issues, product recall guidance, corporate/board correspondence routing, privacy cleanup guidance, live CSN review status, and related REI complaint resources.

Customer Service Numbers Disclaimer

CustomerServiceNumbers.com is not affiliated with REI, Recreational Equipment, Inc., REI Customer Services, Inc., Capital One, any REI store, shipping carrier, gift card provider, vendor, manufacturer, payment processor, event provider, rental provider, travel partner, or related company. This page is for informational purposes only and is designed to help consumers find customer service routes, complaint options, reviews, and support resources.

Contact details, customer service routes, phone numbers, live chat hours, corporate addresses, return rules, membership benefits, reward rules, gift card terms, product availability, store services, rental rules, class availability, warranty terms, recall information, and company policies can change. Always verify important information with the official REI website, REI Help Center, local REI store, account dashboard, receipt, order confirmation, gift card terms, product manufacturer, card issuer, or support route before sending private information or making decisions.

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