Toll-free·Calls Customer Service·Most popular REI number
Q:
How do I talk to a live human at REI?
A:Say "Representative", then say "Calling about something else", and wait to be transferred to a representative.
Q:
Does REI offer 24 hour customer service?
A:Not at this number; hours here are Mon-Fri 5am-10pm, Sat-Sun 6am-9pm PST.The least busy day is Saturday, and the most busy day is Thursday. Details
Q:
How long will I wait on hold?
A:The average hold time is 3 minutes.The longest hold times are on Wednesday, and the shortest are on Thursday.
How do I get through the phone menu to a live person?
GetHuman researchers routinely call this REI phone number to document the phone system.
Here is our latest tip for weaving through the phone menu to get to a real person the fastest:Say "Representative", then say "Calling about something else", and wait to be transferred to a representative.
Here is how our research team describes the way the REI phone system greets you: What can I help you with today?
Below are some clips we've found from REI's phone menus and tips that help give an idea of what you will encounter when you call. We've highlighted why they are important as well:
They may ask you to say or enter information
"Thanks for calling REI.
What can I help you with today?
You can say product advice, help placing a new order, REI member account, existing order, or more options."
Excerpt from a call with REI
Monday, April 1, 2024 3:18 PM
The first phone menu
"Thanks for calling REI.
What can I help you with today?
You can say product advice, help placing a new order, REI member account, existing order, or more options.
Sorry. You can say product advice, help placing a new order, REI member account, existing order, or more options.
Which of these can I help you with today?
I still didn't hear that. Let's try this.
If you are calling for product advice, press one.
For help placing a new order, press two.
If you're calling about an REI member account, press three.
For status or help with an existing order, press four."
Excerpt from a call with REI
Wednesday, March 6, 2024 6:12 PM
What are the hours and when should I call?
REI operates the call center for this 800-426-4840 phone number Mon-Fri 5am-10pm, Sat-Sun 6am-9pm PT.The short answer is that you should call on a Friday.This observation and the following section are based on analysis of a sample set of 135 calls made in the last 90 days using our free, web-based phone (see above).
An important note: busy times vs hold times vs best time to call
When we refer to busy or less busy times, we are talking about the volume of calls. The busiest times are when the most people are calling this REI phone number (least busy times have fewer people calling). This high call volume does not necessarily mean that you will have a long hold time when you call. Companies like REI staff their call centers differently based on the time of day and day of the week, so you may experience a shorter wait on hold at the busiest of times. When we refer to the best time to call, we are referring to the optimal combination of lower call volume and shorter wait times.
The least busy time to call
The least busy day to call REI is Saturday.The most busy day to call is Thursday, which averages 289% more phone calls by comparison.Again, this is based on a sample of 135 calls made with our AI-powered, web-based phone in the last 90 days.
Sun
Mon
Tue
Wed
Thu
Busiest
Fri
Sat
Quietest
The shortest wait on hold
We measured the shortest hold times to be on Thursday.The longest wait in the queue on average occurs on Wednesday.
The best time to call REI
In summation, the best day to call REI is Friday.
Why Customers Call REI
If you have time to do a bit of reading before you call REI, we recommend you read over some of our problem-specific articles.
REI has a generous return policy that allows customers to return any item within one year of purchase, either for a refund or exchange. The product must be in a new, unused condition with the original packaging and proof of purchase. Exceptions apply to outdoor electronics, which have a 90-day return window. Additionally, used gear can be returned within 30 days for a full refund or within one year for store credit. REI Co-op members enjoy the benefit of lifetime returns on all purchases. Returns can be made at any REI store or via mail, and the company covers return shipping costs for online orders. REI aims to provide a hassle-free and customer-friendly return process, ensuring customer satisfaction.
REI offers various shipping options to ensure convenience for their customers. Standard shipping is available for most orders, with delivery expected within 4-7 business days. Expedited shipping is also an option for faster delivery, with two-day and next-day options available. Costs for shipping are calculated based on the order's destination, weight, and size. The specific charges will be displayed during the checkout process before placing the order. Occasionally, they may offer free shipping promotions, allowing customers to enjoy cost-free delivery on eligible orders. Additionally, REI offers the option to ship items to a nearby store for free, known as store pickup. Customers can check REI's website or contact their customer service for more detailed information on shipping options and costs based on their specific order.
Yes, REI offers international shipping to select countries. However, please note that there are certain restrictions and limitations on the products that can be shipped internationally. REI provides a list of countries they currently ship to on their website. Orders for international shipping cannot be placed through their website directly; instead, customers are required to contact the REI Customer Service team to complete the purchase. Additionally, shipping rates and fees may vary depending on the destination and the weight of the items being shipped. It is recommended to check with the customer service team for further details on international shipping options, restrictions, and applicable costs.
Click the link above to get answers to just about any REI customer service question, including step by step guides for the most complex issues. You can also detail a new issue and get answers instantly.
Below is a sample of recent calls to REI, and their purpose. Are any of these similar to the reason you are trying to call?
Product advice: "I need advice on which product to purchase."
- From a call lasting 1m 17s , Apr 5, 2024 10:46 PM
Modify shipping address: "I ordered something last night, and I would like to change the shipping address."
- From a call lasting 10m 54s , Apr 1, 2024 3:18 PM
Placing order: "I'd like to order a pair of hiking boots in size 9."
- From a call lasting 4m 12s , Mar 25, 2024 4:25 PM
Order size correction: "I just made an order this morning and just noticed that I ordered the wrong size."
- From a call lasting 10m 28s , Mar 24, 2024 8:04 PM
Gift card balance inquiry: "I thought I had a gift card balance from last year and I don't see it or I don't know how to find it."
- From a call lasting 9m 50s , Mar 19, 2024 1:00 PM
Order status inquiry: "I'm calling to check the status of my order."
- From a call lasting 3m 35s , Mar 13, 2024 6:50 PM
Missing shipment confirmation: "I ordered two things from the REI used resupply, one came but the other hasn't and I haven't received any payment or shipment confirmation."
- From a call lasting 3m 14s , Mar 1, 2024 8:43 PM
Updating contact information: "I need to update my contact information for my account."
- From a call lasting 2m 8s , Feb 29, 2024 8:51 PM
Assistance with using gift card: "I'm not sure what to do - I have this gift card and not sure how to use it for my order."
- From a call lasting 15m 23s , Feb 20, 2024 8:48 PM
Placing new order: "I'd like to place an order and my question is, is there a minimum for free shipping?"
- From a call lasting 6m 3s , Feb 6, 2024 9:09 PM
More REI Customer Service Contacts
There are of course other ways to contact REI customer service besides the phone. Below we list the best ones, by medium.
Use this link to connect with customer service via chat
If phone-based customer service is not available, or the wait times are long, many people prefer chat as a next-best option. Some even prefer it to calling on the phone. Luckily, REI provides this option.
Use this link to find customer service help through their website
As a last, sometimes only, resort- REI customer service can be accessed through their website. This can entail digging through help articles before finding a form and "being allowed" to submit a problem to their team, and rarely leads to a real-time conversation, which is why GetHuman does not recommend this unless it's the only way.
Conclusion and closing notes
This is REI's best phone number, the real-time current wait on hold and tools for skipping right through those phone lines to get right to a REI agent. This phone number is REI's best phone number because 48 customers like you used this contact information over the last 18 months and gave us feedback. Common problems addressed by the customer care unit that answers calls to 800-426-4840 include Returns, Cancel order, Change order, Track order, Complaint and other customer service issues. Rather than trying to call REI first, consider describing your issue first; from that we may be able to recommend an optimal way to contact them via phone or web or chat. In total, REI has 1 phone number. It's not always clear what is the best way to talk to REI representatives, so we started compiling this information built from suggestions from the customer community. Please keep sharing your experiences so we can continue to improve this free resource.
GetHuman does not provide call center services or customer support operations for REI. The two organizations are not related. GetHuman builds free tools and shares information to help customers of companies like REI. For large companies that includes tools such as our GetHuman Phone, which allows you to call a company but skip the part where you wait on the line to get a live human rep. We continue to work on these tools to help customers like you (and ourselves!) navigate the messy phone menus, hold times, and confusion with customer service. As long as you keep sharing it with your friends and loved ones, we'll keep doing it.