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CUSTOMER SERVICE

Frequently Asked Questions

Can I print out my pass?

The self-issuing, print-on-demand National Forest Recreation ePass is available for day-users. All other recreation passes are sold as hard-copy only, please allow enough time to receive them in the mail before you need them. Printed receipts will not be honored by the managing park and forest agencies.

Where do I find out more about the Snowshoe Programs?

Contact information for the Snowshoe Programs can be found on the Snowshoe Program sign-up pages in the DiscoverNW.org online store. You can also find out more by visiting the Mt. Baker-Snoqualmie National Forest Guided Snowshoe Walks website. The Mt. Baker-Snoqualmie National Forest offers guided winter ecology snowshoe walks from January through March.

When will you ship my order?

If you order on a business day before 12:00 p.m. (Pacific), we will ship it the same day. Otherwise, we will ship it the following business day.

When will my order be delivered?

We ship from our location in Seattle. Please check with USPS or UPS for their delivery service guarantee.

What will the shipping cost?

Shipping costs will be calculated as you checkout, but before you enter your credit card number. Rates are based on the weight and destination of your order and include a fee of $1.50 for shipping and handling. Duties and customs charges are the responsibility of the recipient. See the chart of shipping fees below.

I made two orders. Can you combine them and give me a discount on shipping?

Yes. Just email us and let us know the order numbers for both orders. We’ll be glad to combine them so that you don’t have to pay extra shipping.

Why was my credit card declined?

A declined transaction means that the system was unable to verify that the billing address you entered is the same as the billing address on file for your credit card. After several declines, the system will temporarily prevent you from entering further transactions as a security precaution. The solution is to call us and place your order over the phone or verify your billing address and try submitting your order again after a couple of hours.

How do I get the 15% member discount?

The member discount is triggered by adding a qualified product to your cart after you have either logged in or placed the membership product itself into your cart.

I'm sending a gift. Will the packing slip show the price?

Don't worry, our packing slips do not show the prices.

Do you sell other lapel pins and patches?

Yes. We sell many other lapel pins and patches at our sales areas in parks and forests around the northwest. Please email us with a description of what you're looking for, and we'll help you find it.

How can I purchase an item I saw at one of your walk-in stores?

Email us a description of what you saw and where, and we'll help you find it.

Do you accept purchase orders?

Sorry, but we do not accept purchase orders from schools or other institutions.

About Our Online Store

Discover Your Northwest is a nonprofit partner with National Parks, Forests, and Public Lands across the Northwest. Our products are arranged in location specific categories, shown in the left columns. Some products may appear in more than one category.

When you enter Discovernw.org from one of our park or forest partners' web sites, you enter a special store we have set up just for them. Each of these contains a selection of travel planning and other products related to that park or forest. The selection within each destination category has been suggested and approved by knowledgeable staff at that location. To browse a store's individualized selection, scroll the product list or select a page number under "Products in this Section." To browse our overall selection, choose from the category selections at left in the store pages. To browse our merchandise by destination, please click here.

How to Order

Online
Our Online Store allows you to search for items and place orders securely over the Internet. To place your order online, your browser must be configured to accept cookies and you must use a credit card.

By Phone
To order by phone, call our Customer Service department toll free at (877) 874-6775. Please have your order details and credit card information ready. We're open Monday thru Friday, 8 a.m. until 4 p.m. Pacific Time. If we are unable to answer when you call, please leave a message with your name, phone number, and time zone, and we'll call you back as soon as we can. We're closed on holidays and weekends.

Security

 

This is a secure website. Transmission of personal data through this website is encrypted with a GeoTrust SSL Premium 128/256-bit Certificate (click on verification symbols on checkout pages).

We also use McAfee Secure technology to further protect your personal information.

Credit Cards

American Express American Express American Express

Online, we accept Visa, MasterCard, and American Express. Billing name and address must match credit card name and address. We do not store credit card numbers in our own computer system.

Credit Card Declined? Getting Error Codes?
If your credit card is declined, or if you receive an error message after submitting your credit card number, we are happy to take your order over the phone. Please call us toll free at (877) 874-6775. We're open Monday thru Friday, 8 a.m. to 4 p.m. PST. If you are unable to reach us, try this: First, wait 15+ minutes. Then make sure the billing address you entered matches the address shown on the statement for the card you're using. And be sure that you correctly enter the 3-digit "cvv2" code on the back of your card. Then try again.

Sales Tax

We are required by law to collect sales tax on every order shipped to states in which we operate a sales outlet and which collect sales tax ( i.e. Washington, California, and Idaho.) Shipping charges are taxable on all orders shipped to Washington addresses.

International Orders

The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient’s country. These additional charges for customs clearance are the responsibility of the customer. We have no control over these charges, nor can we predict what they may be.

Member Savings

Members of Discover Your Northwest save 15% on all purchases online and at our stores (excluding passes, native crafts and buying for resale purposes) as well as a similar discount at stores operated by other cooperating associations around the country, including those at Grand Canyon, Yosemite, Yellowstone, and many others. Learn more about membership.

Shipping Options

We offer shipping via UPS and USPS Mail. Orders placed before 12:00 pm Pacific Time are normally shipped out within one business day. Estimated shipping times listed below are based on your ship date, not order date. Delivery times can vary depending on your delivery address, when your order was placed, and the shipping service selected. UPS does not deliver to post office boxes. Rates are based on the weight and destination of your order and include a fee of $1.50 for shipping and handling. Duties and customs charges are the responsibility of the recipient.

We ship from our location in Seattle. Please check with USPS or UPS for details on their delivery service guarantees.

USPS Logo

USPS Options & Delivery Times (vary by destination)

First Class 2 - 9 business days (1 - 2 business days within WA)
Priority Mail 2 - 3 business days
Express Mail 1 - 2 business days
Global Express 7 - 10 business days (for international delivery only)
 

UPS Logo

UPS Options & Delivery Time (vary by destination) Note: No Saturday deliveries for UPS Day Air shipments. Air shipments processed on Thursday or Friday will arrive the following week.

Ground 5 - 7 business days (1 - 2 business days within WA)
3 Day Select 3 business days
2nd Day Air 2 business days
Next Day Air Next business day

Tracking and Items Not Received

You will receive a tracking number through email when your order is shipped. We will only replace a lost order if USPS or UPS tracking indicates an order was NOT delivered. The customer is responsible for bringing all web order issues to the attention of customer service within 30 days of the order date, including items not received. Please note we do not replace or refund orders indicated as not delivered by tracking if 30 days have elapsed after the order was placed.

If USPS or UPS tracking indicates an order was delivered, but the item was not received by the customer, we unfortunately cannot replace or refund the order. If you are concerned that your order may not arrive or be delivered by the carrier, we recommend you call customer service at 1-877-874-6775 to purchase signature confirmation before you place your order. Please note that signature confirmation will not apply in the event that there are any inaccuracies in the shipping address supplied by the customer.

The Postal Service takes a serious stand on postal theft. If a package is missing, we recommend you contact the postal carrier to launch an investigation to see if there is any further recourse. You will need to have the tracking number in order to launch an investigation either through USPS or UPS, depending on the shipping method you selected when you placed your order.

Returns and Exchanges

We want you to be happy with your purchase. You can return or exchange any item within 30 days of delivery as long as it is in its original packaging (recreation passes, opened videos, DVDs, CDs, and software can not be returned). Please carefully repackage the item, enclose a copy of your receipt, and send to us at the address shown below. Be sure to include your contact information (so we can call or email you with any questions), and indicate if the returning item is defective. All shipping and handling fees are paid by the customer.

Damaged or Defective Merchandise
If you receive an incorrect, damaged, or defective item, please contact us right away. All returns must be made within 30 days.

Order Errors

If an order was placed in error, we ask that you please contact us as soon as possible (within 1 to 2 business days) so that we can promptly cancel or modify the order before sending it out. Discover Your Northwest is not responsible for any typographical errors, omissions, or inaccuracies in the shipping address of an order placed through our web store by the customer. The customer is responsible for supplying this information accurately, reviewing their order, and informing customer service of any errors before shipment. If a shipment is returned to us by the U.S. Postal Service or UPS as undeliverable, we will contact the customer and attempt to resend the order. However, we do not issue refunds or replacements for any order claimed by the customer as not received if the order is indicated as delivered by U.S. Postal Service or UPS tracking.

Terms

All terms listed above are subject to change at any time, without notice.

Other Questions, Concerns, Suggestions?

If you have any other questions, concerns, or suggestions, please contact us. We're open Monday thru Friday, 8 a.m. to 4 p.m., PST. If we are unable to answer when you call, please leave a message with your name, phone number, and time zone, and we'll return your call as soon as possible. We're closed on holidays and weekends.

Discover Your Northwest
164 S. Jackson St.
Seattle, WA 98104
Phone: (877) 874-6775
E-Mail: customer service

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