How do I return or exchange my items?

You can return or exchange your items using our return portal. However, before you submit your request, we recommend checking our policies to ensure your item(s) meet the eligibility criteria. 

Canada and USA

1. Please access your American Tall account and make sure to log in using the email address associated with your order. If you have any issues logging in, you can access our Return Portal here.
2. Select the order you would like to return and/or exchange and click on "Start a Return."
   
   
   
   
3. For each item, select the reason for return and the return method. This video shows the process step by step.

Other Countries

Currently, we have a separate return portal for customers outside of Canada and the USA. You can access it here. If you have any issues submitting your request, please contact us. 

Can I ship returns/exchanges from different orders together? 

We don't recommend shipping returns/exchanges from different orders together, as it may cause processing delays. You should submit one request per order, including all items being returned and/or exchanged, and ship each request with its own return label. 

• If you want to ship your refund requests together to avoid multiple shipping fees, you need to use the return label associated with the order that has the most returned items and include the other labels inside the package. This allows our returns team to identify each order. Please note that this may delay processing times.

What if I receive a defective, damaged, or wrong item?

If you receive an item that is defective, damaged in the shipment process, or is incorrect please reach out to us immediately! All we ask is to not discard the item until we have finished our investigation.

You can contact us through our live chat or can create a ticket through our AI Assistant here.

What carriers do you use for return labels? 

Our system primarily generates return labels with UPS. However, depending on your location, a label from DHL, USPS, or Canada Post may be generated. We're unable to create custom labels for preferred carriers. 

• You're welcome to use your own postage if the label we provide is inconvenient for you to drop the package off. 
• If you choose to use your own label, we ask to contact us so we can provide you with the correct return address.

How do I return or exchange a Gift Order?

You can return a gift order for store credit or exchange it following the steps below. Please note that we may be unable to generate return labels for customers outside of Canada and the USA. 

1. Please go to our Gift Return Portal. This portal is only for gift orders and doesn't allow refunds. If you want a refund, please follow our regular return process.
2. Fill out your information, email and shipping address.
3. For each item, select the reason for return and the return method (store credit or exchange).

Important Note: 

• Please remember to submit one request per order, which includes all items being returned and/or exchanged. Submitting multiple requests may result in processing delays, and fees may apply.
• American Tall is not responsible for packages dropped at the wrong carrier, so please verify the carrier on your return label before returning the package.
• Returns/exchanges shipped after their expiration won't be accepted.