Frequently Asked Questions
How do I do a return?
Items can be returned for a full refund within 60 days of delivery.
Items must be unworn with tags attached. Masks & Personal Care items are final sale.
When we receive your order we'll process the return.
Return shipping is paid by the customer. Original shipping will not be refunded.
Returns can be shipped to:
We also accept returns in-store at any of our locations.
How do I do an exchange?
Exchanges work simply as a return and a new purchase. Please follow the return instructions, then purchase the new items.
Direct exchanges can be done in-store.
My order hasn't arrived yet, where is it?
Tracking comes standard with Canadian orders - check your shipping notification email for your tracking number. That will give you the most up-to-date information about your order.
Standard shipping for American orders is Small Packet Air, which does not include tracking, but generally takes about 5-12 business days to arrive.
If you want to track an order headed to the US, please select Xpress Shipping at check out. (Xpress shipping is not necessarily faster than Small Packet Air).
I was notified my order has been delivered, but I haven't received it yet. What's happening?
That notification is triggered by CanadaPost scanning your order as delivered - usually, the culprit is a preemptively scanned package. For orders being delivered to an office or apartment, check in with the concierge, front desk or communal mail room.
If you still don't receive your package within 24 hours of that notification, let us know at email@example.com and we can start an investigation with CanadaPost.
I got a refund notification, but the money hasn't appeared in my account. Why not?
Once we refund you, it's in your bank's hands. Most orders take 1-2 business days to process, but your account or card type can delay this.
If you think your refund is taking longer than usual, please contact your bank directly.
I live outside of Canada/the US, can I still order?
We are not currently set up to ship outside Canada and the USA.