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Answers to common questions from Duckworth customers
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.
We add products to our online store as soon as they become available. The COVID-19 pandemic has significantly disrupted our 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.
Yes. Please submit an application HERE and we will follow up with account information in a timely manner.
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 within a year 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 scroll down this page for more information on how to remove pills. If you believe you have received a defective product, please fill out the Warranty Return Form including 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.
There are multiple reasons that a discount code is receiving an 'invalid' error message. First, check to make sure all the characters are correct. It can be easy to mistake a 0 for an O or a 1 for an I. Second, we do not permit the use of discount codes when purchasing discounted items. Any discount code is only applicable to full-priced items within a cart. If a product is already marked-down, you cannot add an additional discount code. Third, the majority of our discount codes are single use. Even if the item you purchased with that discount code is returned, you are unable to use that same coupon code again. Finally, you cannot use more than one discount code per order, including loyalty redemption codes.
Please also know that certain products may be marked ineligible for discounts. These will be indicated in the product description.
We do not offer tall or petite sizes for our products. We still do recommend trying out our products and if they don't end up working out, you can always easily return or exchange them. We also do not offer custom-sizing. If you need any specific garment measurement information to help you in finding the right size, please don't hesitate to reach out!
Since Duckworth is solely a Direct-To-Consumer ecommerce brand, we do not offer wholesale/retailer opportunities. If you are looking for a bulk or corporate order, we can usually work something out depending on what we have in stock. Please send us an email to customerservice@duckworthco.com and we can look into getting an order for you or your business!
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. We have more tips to washing Merino Wool.
Pilling is a natural occurrence, especially for wool clothing. What is happening is that loose fibers are moving to the surface, then ball up becoming "pills". This often happens in high friction areas such as the under arm area. More pilling can also occur when the garment is not cared for properly. This can happen if the item is washed with other abrasive materials, like a pair of jeans, or if it is put in the dryer. Although pilling does require some extra care, it does not mean the fabric is "wearing down" or "wearing out".
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 gently pull each side of the fabric until it is flat and taut. Continue this process until the pills are successfully removed.
It’s easy to create an account, all you’ll need to set one up is your name, an email address and password.
Earn points every time you shop and save on future purchases with Duckworth’s Loyalty Program. You can also earn points by creating an account, leaving a review and following us on Instagram. Plus you’ll get points on your birthday to treat yourself to some new Merino Wool gear!
Sign up for Duckworth deals and news using this form.
Before you are able to redeem your loyalty points for different discounts, make sure you have set-up your account and have created a password. Click HERE to create your Duckworth account. Once you have created an account, go to our Loyalty Page on our website found HERE. Scroll down and click on the orange button that says "Redeem my points". It will prompt you to sign in to your account. You should see how many points you have earned and right below, it will give you the different redemption options.
If you are on a mobile device, make sure to swipe your screen over to the left in order to scroll through all the discount options. Select the amount of points you would like to use and click on the orange "Redeem" button. It should immediately pop up the 8 character code that you can copy and paste into your cart when you checkout on our website. If you decide not to use the code that you had just redeemed at that moment, the code will be sent to your email so that you can use it at a later time.
Certain products are ineligible for loyalty point discounts. These products will have a disclaimer included in the product description.
If the Loyalty page is not loading, you may need to clear your web browser's cache/cookies and/or try loading the page in a different web browser or device. If you are still having trouble getting the page to load, feel free to reach out to our Customer Service team and we will manually redeem your points and send you the code to use.
Once you click the 'Redeem' button for the amount of points you would like to use, these points are automatically deducted from your account and the discount code is available to add to a purchase. If for whatever reason you did not want to use those points or accidentally clicked the wrong redemption option, we would be happy to restore those points back to your account and disable the discount code. Please reach out to our Customer Service team and we can manually add these points back for you!
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.
Yes! We offer USPS ground shipping to PO Boxes.
Yes, these orders will be prioritized above standard ground shipping orders, however, our warehouse folks still have a 48 hour window to fulfill these.
Once an order is placed, it can take up to two business days to pack and ship your order. We do not pack and ship orders on the weekend. Please remember that when you place an order on Friday, it may not ship until the following Monday.
Once your order is shipped, standard ground shipping takes five business days.
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.
We are currently transitioning over to ship from two separate warehouses. This will allow our customers from all over the country get their orders faster depending on location of the shipping address! Since we will now be operating out of two warehouses to fulfill orders, you may occasionally receive an order in separate packages from the two different warehouse locations.
Unfortunately, lost/stolen packages can happen, especially in busier seasons. Before reaching out, please wait a day or two as sometimes the delivery postmen may mark it as delivered prematurely. We also recommend checking in with nearby neighbors to see if it was accidentally delivered over there. If nothing shows us, please contact customerservice@ducworthco.com and we will submit a claim for a lost package on your behalf. Finally, if the claim is approved, we would be happy to issue a refund or reship your order.
We do! We partner with Route which allows you to purchase package protection insurance and guarantees a reshipment or refund for packages that are lost or stolen. Make sure to select the Route button at checkout in order to add this to your order. We highly recommend using Route, especially during peak shipping seasons.
Yes! All orders over $100 qualify for free ground shipping.
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.
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:
Your order number can be found at the top of your order confirmation email. You can also find your order number in your account details. Please log in to your Duckworth account HERE.
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.
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.
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.
Please check your email for your 20% off welcome offer. If you don’t see it within a few minutes of signing up, please check your spam folder or contact us.
After your order ships you’ll receive an email with the tracking number. Orders typically ship within two business days. If you do not receive an email confirmation, check your spam folder or contact us.
Yes! Duckworth partners with Sezzle. Simply choose “Buy Now, Pay Later with Sezzle” at checkout to split your payment into 4 interest-free payments. If you choose this option you’ll be redirected to sign up on Sezzle’s website.
Give the gift of Merino Wool! Duckworth gift cards can be purchased in $25 increments up to $250.
Duckworth offers multiple payment options for your convenience, which you can choose from during the checkout process. Options include most major credit and debit cards, ShopPay, PayPal, Google Pay, Meta Pay and Venmo.
If you’d like to buy now and pay later, choose Sezzle at checkout.
Duckworth will occasionally run sales on select products, check the site often to stay in the know. To be the first to hear about new offers and save 20% off your first order, sign up for our newsletter. You can also save 15% off one order by signing up for SMS messages.
Our sizing guide should help you determine which size will fit you best.
You can find the Warranty Return Form here.
