Frequently Asked Questions1. DELIVERY METHODS & CHARGES
2. DELIVERY RESTRICTIONS AND INTERNATIONAL ADDRESSES
3. PAYMENT METHODS ACCEPTED
4. HOW DO I TRACK MY ORDER
5. CAN I CHANGE OR CANCEL MY ORDER?
6. WHAT IS YOUR RETURN POLICY?
7. FOOTWEAR CARE & MAINTENANCE
8. HOW DO I LEAVE A REVIEW?
9. LIVE CHAT
10. HOW CAN I BE REMOVED FROM YOUR MAILING LIST?
11. CONTACT US
Shipping is FREE.
|Ontario & Quebec||2-3 business days|
|Prince Edward Island, Nova Scotia & New Brunswick||3-4 business days|
|Alberta, Manitoba & Saskatchewan||3-5 business days|
|Newfoundland & Labrador||3-6 business days|
|British Columbia||5-7 business days|
|Yukon Territories, Northwest Territories & Nunavut||5-8 business days|
This is the time taken from you placing the order to it being delivered to your chosen address.
Exceptions apply to certain rural areas based on geographic location and environmental factors. During sale and promotion periods, delivery might take longer than usual.
Orders placed on, or the day before one of these dates will have an extended delivery time of a few extra business days.
Our warehouses are closed on the following holidays and will not process orders until the next business day:
|Good Friday / Easter Monday||Independence Day (US)||Christmas Eve|
|Victoria Day||Civic Holiday||Christmas Day|
|Memorial Day (US)||Labour Day||New Year’s Eve|
|Family Day (Ontario)||Thanksgiving (Canada)||New Year’s Day|
|Canada Day||Thanksgiving (US)|
Orders are shipped on business days only. Business days are Monday to Friday, excluding national holidays. Orders placed between 10 am Friday and 7 am Monday (Eastern Time) will not be processed until Monday morning.
Due to logistical difficulties in making deliveries to certain remote areas, we reserve the right to cancel your order and make such orders subject to additional conditions (e.g. requiring a minimum order value).
You will receive a notification in case of cancellation or in case of difficulties with processing your order shortly after the issue is identified.
Please note that your delivery address can be different from your billing address, as long as they are both in the same country.
We currently only offer shipments of orders within Canada.
We accept American Express, MasterCard, Visa and Visa Debit for payment for all online orders.
Please allow at least 24 hours after receiving your shipment confirmation email before clicking the track & trace link. This gives the courier time to pick up your order from our warehouse.
Refer to your shipping confirmation email for instructions. You receive this email when your order has left our warehouse. You can check the status of your order with the track & trace code* provided in this email.
Possible status messages include:
This means we have received your order but our order management team has not yet processed it in our system. You will receive an email to confirm this.
This means your order has left our warehouse and is either in the process of being delivered, or has already been delivered. With a track & trace code* you can follow the journey of your package.
You can only track the status with the track & trace code in the shipping confirmation email of your customized order. Orders can be packed in more than one box, and each box will have its own unique track & trace code. The different packages may arrive on different days.
This status appears if you have returned (part of) your order and it has arrived at our warehouse. You will also receive an email to confirm this. Your refund for the returned items will be processed within 14-30 days as long, as the items meet the requirements of our returns policy.
*Please note that it takes at least 24 hours for tracking codes to be activated.
We are committed to getting your order to you as soon as possible. Therefore, once your order is placed, it immediately goes into a queue for processing, after which time it may not be cancelled or changed.
We will gladly accept your return of UNWORN merchandise within 30 days from the date of purchase and provide you with a full refund. Returned footwear must be received at our warehouse in its original packaging and condition within 30 days from the date of purchase. Once returned footwear is received in our warehouse, it may take 15 to 20 business days for your refund to be processed.
If you do not have access to a printer, simply go to your Canada Post outlet and provide them with our Policy Return Number PR260586 as well your Order Confirmation Number and they will provide you with a Return Label.
To create your Canada Post Label, please follow below steps:
Copy the link below and paste it into the browser’s address bar to access a Return Label. http://www.canadapost.ca/cpotools/apps/prse/label?policyId=PR260586&LOCALE=en
Canada Post will e-mail you your tracking number; please retain this number should you need to track your shipment.
Each label you print from our website contains a unique Canada Post tracking number. These are intended for a single use only. If an attempt is made to reuse the label for a subsequent return, the package will not be delivered to the destination. Please be certain to print a new label each time you return a package.
Pack the item to be returned securely in the original packaging and include a print of the Order Confirmation. On the Order Confirmation, please highlight the item(s) you are returning and note the reason for your return.
Affix the Easy Return Canada Post label to the package, covering the original shipping label (for more details click this link: http://www.canadapost.ca/cpo/mc/assets/pdf/common/shippinglabels_poster_en.pdf) and take it to your local Canada Post Office for shipping.
*Please note that items purchased on our website cannot be returned to retail stores.
If you are dissatisfied with our product and feel there may be a defect, please send us an email at firstname.lastname@example.org with all of the information listed below or please feel free to call us at: 1-888-214-0516 during our business hours: Mon-Fri, 8AM-9PM ET, Sat-Sun, 9AM-6PM ET.
Items with excessive wear and tear, material breakdown from extended time and/or use, or improper care will not be considered for warranty. Once your request has been processed we will contact you via email with a Return Authorization number and instructions on how to send us your product for inspection. Please allow up to two weeks for your return to be processed.
Information needed to process request:
Daytime Phone number
Product number starting with the suffix "J" located on a white label inside the item
The 4 digits beside the product number
Copy of the proof of purchase
Reason for return
Pictures (to accelerate the process please make sure we can identify our product, we see the defect and they help us see the general condition of your product)
To prolong the lifetime of our shoes/boot its very important to look after them and a vital part of that it cleaning and reproofing them.
Surface dirt such as mud and grit can be cleaned off with a shoe brush, an old toothbrush or nail brush, a little warm water and if needed a sponge/soft cloth. This should take care of the dirt and is fine to do once in a while.
Don’t wash your shoes in a washing machine. Remove the sock-liner or insole and wash it separately. This will help the inside of your shoe stay fresher. Laces can be washed and/or replaced. A number of brands have washing sprays/’dabbers’ that can also be used to assist the customer getting off all the debris i.e. Nikwax, Grangers etc.
Don’t place them near a heating device such as a heater, radiator or in an airing cupboard. Direct heat will alter the shape of the shoe. Open out the shoe and then stuff the inside with kitchen paper or newspaper. The paper will absorb the water and leave to dry overnight.
Whenever you clean a waterproof product its important to reproof it. A product with a waterproof membrane will remain waterproof no matter what, however reproofing is still very important as it looks after the outer material and therefore you should reproof every time you clean your shoes as this will wipe away any remnants of a Durable Water Repellency (DWR coating).
The outer on any footwear is there to give structure to a product and to protect the waterproof membrane. If we do not reproof the product and the outer degrades then it wont be able to do its job of looking after the membrane and giving structure to the product.
Choose the product that you have purchased and click into that product page. Scroll down, and in the section named 'Ratings & Reviews' click on 'Write a Review'. In there, you will be able to review the whole product experience from rating the product, reviewing it, and even leaving an image. Then click 'Submit' and your comments will be passed for reviewing.
If you would like to speak directly to one of our customer service team, please feel free to use our Live Chat facility. Please note the Live Chat links will only appear when a member of the team is available. Our standard Live chat hours are Monday to Friday 8:30am-5pm (Eastern Time).
Simply click on unsubscribe at the bottom of any email that is sent to you.
Still have questions?
Call our Consumer - Customer Service department at (toll-free) 1-888-214-0516, Mon-Fri, 8am-9pm ET, Sat/Sun, 9am-6pm ET, or email us at email@example.com.