Frequently Asked Questions

Check out our frequently asked questions below. If you still can't find your answer, please contact us. We're available Monday to Friday 8:00 am - 4:00 pm PST (closed on holidays).

Placing an Order

Having doubts about whether a transaction actually went through? If you attempted to place an order, but never reached the thank you page, you may be seeing what looks like a charge on your bank account. However, it’s also possible this could be what we call an “authorization.” This is common bank practice that ensures you have sufficient funds and verifies account authenticity. More likely, you have not been charged, and depending on your bank, the authorization usually clears within 48 - 72 hours. To speed up that process, contact your credit card’s issuing bank. You can also contact us to make sure a charge has not actually gone through.

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. 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.

Occasionally, we may offer an item for sale on our web store before it is available. The estimated shipping date will be indicated on the product description page. Pre-order products are susceptible to unforeseen processing delays, so we unfortunately cannot guarantee dates for these items. If you do pre-order an item on our website, you will receive an email from customer service if there are any delays or issues with the shipment of your order.

Order Shipping

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 handling.

We ship Monday through Friday (closed on holidays) from our location in Seattle. Please check with USPS or UPS for details on their delivery service estimates.

USPS Options
(vary by destination)
First Class 2 - 9 business days
(1 - 2 business days within WA)
Priority 2 - 3 business days
Express 1 - 2 business days
International First Class 2 - 4 weeks (for international delivery only)
International Express 1 - 3 weeks (for international delivery only)
UPS Options*
(vary by destination)
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

*No Saturday deliveries for UPS Day Air shipments. Air shipments processed on Thursday or Friday will arrive the following week.

Yes, we do ship international. Please allow an additional 2 - 3 weeks for international orders, depending on the shipping method selected.

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.

Please check your tracking number received through email. We will replace a lost order if USPS or UPS tracking indicates an order was not delivered. 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 a shipment is returned to us by USPS or UPS as undeliverable, we will contact the customer and attempt to resend 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 for 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.

Order Status and Tracking

You will receive a tracking number through email when your order is shipped. To track, simply click on the tracking number link to be directed to the USPS or UPS website tracking info page.

In order to utilize the order status functionality on our website, you will need to register for an account before placing your order. If you have already placed an order and checked out as a guest, contact us for the most recent information regarding your order status.

If your order has already shipped, we unfortunately cannot change the order or cancel it. You can return to us only item(s) purchased that qualify for a refund (passes are not refundable) within 30 days of the order delivery date. If your item has not shipped yet, please contact us.


You can return an item within 30 days of delivery as long as it is in its original packaging. Please note recreation passes, opened videos, DVDs, CDs, and software cannot be returned. All shipping and handling fees are paid by the customer. We do not exchange items at this time.

Please carefully repackage the item, enclose a copy of your receipt, and send to us at our address shown on the home page. 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. Please note recreation passes, opened videos, DVDs, CDs, and software cannot be returned.

We want you to be happy with your purchase. If you receive an incorrect, damaged, or defective item, please contact us right away. All returns must be made within 30 days of delivery.

Other Questions

Only the National Forest Recreation ePass is available to print 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.

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

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

In order to purchase a membership and receive the 15% discount on merchandise, you will need to register for an account and log in. Once a membership is added to the cart, the member discount is triggered by adding a qualified product to your cart (passes are excluded).

This is a secure website. Transmission of personal data through this website is encrypted with a Sectigo SSL Certificate (click on verification symbols on checkout pages). We do not save credit card information. Our website is also scanned on a regular basis using Trustwave technology to ensure Payment Card Industry compliance.

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

Contact information for the Snowshoe Programs can be found on the Snowshoe Program sign-up pages in the 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.

Contact Us

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