Chaco Return Policy (2025 Update)
Buying footwear online can be tricky. Sizing varies, colors look different on screens, or the style just might not feel right once you try it on. If you ordered a pair of sandals or boots and they aren’t working out, understanding the Chaco return policy is the first step to getting your money back.
This guide covers everything you need to know about returning items to Chaco in 2025. We will break down the return window, how to process a free exchange, what items are eligible, and exactly how long a refund takes to hit your account.
Note: This guide applies to purchases made directly through Chaco.com. If you bought your Chacos from a third-party retailer (like REI or DSW), you must follow that store's specific return policy.
Overview of the Chaco Return Policy
Chaco offers a straightforward and customer-friendly policy. The most important rule is that items must be in new condition. If you wore them on a hike, they are yours to keep. However, for unworn items, the process is free and easy.
Here is a quick summary of the key policy details:
| Topic | Details |
|---|---|
| Return Window | 30 days from the date the item was shipped. |
| Eligible Items | Unworn merchandise in original packaging (shoebox or bag). |
| Return Methods | Mail-in via FedEx (Prepaid label or QR code drop-off). |
| Refund Methods | Refund to the original payment method. |
| Exchanges | Free exchanges for the same item in a different size or color. |
| Non-returnable Items | Gift cards, final sale items, custom MyChacos, worn gear. |
| Fees | Free returns (no restocking fee). Original shipping is not refunded. |
Return Window & Eligibility Requirements
To ensure your refund is approved, you must meet specific timing and condition requirements. Chaco is strict about the condition of the footwear.
Standard Return Window
You have 30 days from the shipment date (not the delivery date) to initiate a return. It is best to try your shoes on immediately upon arrival to ensure you have plenty of time to decide.
Eligible Items for Return
For a successful return, your items must meet these criteria:
- Unworn Condition: The item must show no signs of wear. Test your sandals on a clean carpet or indoor surface. Do not wear them outside.
- Original Packaging: Returns must be sent back in their original shoebox or apparel bag.
- Proof of Purchase: You must have the order number from your Chaco.com purchase.
Items That Cannot Be Returned
Chaco will not accept returns for:
- Worn items: Any dirt on the soles or wear on the webbing makes the item ineligible.
- Final Sale: Items marked as "Final Sale" at the time of purchase.
- Custom Products: "MyChacos" custom sandals are made to order and cannot be returned unless there is a manufacturing defect.
- Gift Cards: Physical or digital gift cards are non-refundable.
How to Return Items to Chaco
Chaco provides a digital-first return process. You do not need to call customer service to start a return; you can do it entirely online.
Online Return Process
Follow these steps to complete your online return:
- Visit the Chaco Website: Go to the "Returns & Exchanges" section on Chaco.com.
- Look Up Your Order: Enter your Order Number and Shipping Zip Code.
- Select Items: Choose the items you wish to return and select the reason (e.g., fit issue, wrong color).
- Choose Your Method: Select whether you want a refund or an exchange.
- Get Your Label: Chaco will generate a prepaid FedEx label. You can print this out or choose a QR code for a printerless return.
Mail-In Return Instructions
Once you have initiated the return online:
- Pack the Item: Place the unworn shoes back in the original shoebox.
- Prepare the Package: If you have the original shipping bag/box, reuse it. If not, place the shoebox inside a shipping container to protect it.
- Attach Label: Tape the printed label to the outside of the box.
-
FedEx Drop-off: Take the package to any authorized FedEx location.
- Tip: If you chose the QR code option, simply bring your phone and the box to FedEx. They will print the label for you.
Refunds & Processing Time
Once you drop off your package, the waiting game begins. Here is what you can expect regarding your money.
- Processing Time: It typically takes about two weeks for Chaco to receive and process your return at their warehouse.
- Refund Posting: After processing, it may take up to two billing cycles for the credit to appear on your statement, depending on your credit card company or bank.
- Refund Method: Funds are always returned to the original payment method used at checkout.
- Shipping Costs: The original shipping fees you paid to get the item delivered are non-refundable. You will be refunded the cost of the item and taxes only.
Exchange Policy
Need a different size? Chaco makes the exchange policy very simple.
- Same Product Only: You can exchange an item for the same product in a different size or color. You cannot exchange a sandal for a boot.
- Free Exchange: There is no cost to exchange an item. Chaco covers the shipping.
- Stock Availability: If the item you want is out of stock, Chaco will automatically issue a refund instead of an exchange.
- One-Time Use: You can usually only process one exchange per item.
- Timeline: If Chaco does not receive your original item within 21 days, the exchange order may be canceled or charged to your card.
If you are looking for information on how other fashion retailers handle exchanges, check out our Micas Return Policy Guide.
Fees, Deductions & Exceptions
One of the best parts of the Chaco return policy is the lack of hidden fees.
- Restocking Fee: Chaco does not charge a restocking fee for returns that meet eligibility requirements.
- Return Shipping: Return shipping is free when you use the provided FedEx label or QR code.
- Original Shipping: As noted earlier, the shipping cost from your original order is not refunded.
Defective Product & Lifetime Warranty
Chaco is famous for durability, but defects can happen. The policy for defective items is different from standard returns.
Lifetime Warranty
Chaco warrants its products to be free from defects in materials and workmanship for the lifetime of the product.
- What is Covered: Manufacturing flaws (e.g., sole delamination, strap pull-throughs due to poor stitching).
- What is NOT Covered: Normal wear and tear, animal chews, damage from misuse, or problems with items bought from unauthorized sellers.
ReChaco Repairs
If your sandals are worn out but not defective (for example, you walked through the soles after 5 years), you can use the ReChaco program. This is a paid service where you can send your sandals in to be resoled or re-strapped rather than buying a new pair.
For similar warranty information on accessories, you might be interested in the Fossil Return Policy.
Special Cases & Additional Return Info
Gift Returns
If you received Chacos as a gift, you can return them, but you will need some information. You must have the order number and the shipping zip code of the person who gave you the gift. Without this, Chaco cannot locate the transaction to process a return or exchange.
In-Store Returns
Currently, items purchased online at Chaco.com cannot be returned to third-party retailers. Conversely, if you bought your sandals at a store (like an outdoor outfitter), you must return them to that specific store, not Chaco.com.
For general advice on returning items to hardware and outdoor stores, see our Ace Hardware Returns Policy guide.
Customer Support for Returns
If you hit a snag during the online return process, Chaco offers customer support channels to help you out.
-
Phone: 1-888-211-1908
- Hours: Mon-Fri: 8am - 9pm ET | Sat-Sun: 9am - 6pm ET
- Live Chat: Available on the Chaco website during business hours.
- Email (for repairs): rechaco@chacos.com
Pro Tip: Have your order number ready before you call or chat to speed up the process.
Frequently Asked Questions (FAQs)
Can I return Chaco items without a receipt?
For online orders, your "receipt" is your order number. If you do not have your order number, check your email confirmation. If you cannot find it, contact customer service. Returns without any proof of purchase are generally not accepted.
How long does a refund from Chaco take?
The total time is usually around 2 to 4 weeks. It takes up to two weeks for the warehouse to receive and inspect your return, plus up to two billing cycles for your bank to post the credit.
Are shipping fees refunded on returns?
No. Chaco does not refund the original shipping cost you paid when you placed the order. However, the return shipping label is free.
Can I exchange Chaco sandals for a different style?
No. Direct exchanges are only for the same product in a different size or color. If you want a different style, you should return your item for a refund and place a new order.
What if my return is late?
Chaco states a strict 30-day return window from the date of shipment. If you try to generate a return label after this period, the system may block the request. Contact support if there are extenuating circumstances.
How to handle a gift return?
You will need the original order number and the shipping zip code from the gift giver. With these details, you can initiate a return or exchange online just like a standard order.
What items are final sale or non-returnable?
Gift cards, worn items, custom "MyChacos" sandals, and any product marked "Final Sale" on the website cannot be returned.
How do I use the printerless FedEx return option?
When starting your return online, select the QR code option. Chaco will email you a code. Take your boxed item to FedEx, show them the code on your phone, and they will print the label for you.
What warranty covers Chaco sandals?
Chaco offers a warranty against manufacturing and material defects for the lifetime of the product. This does not cover normal wear and tear.
Can I return customized MyChacos?
No. Because MyChacos are built to your specific design specifications, they are non-returnable and non-exchangeable unless there is a manufacturing defect.
Disclaimer: Return policies may change at any time and can vary by location. Always confirm details on the official Chaco website or with your local store. Information verified December 2025.
Found this helpful? Bookmark this page for the latest Chaco return policy updates and check our other guides before your next purchase.
