Frequently Asked Questions
Shipping methods and rates
Canada Post: Expedited parcel™
$7.00 Flat rate per order
All orders require a processing and packing time (typically 24-48 hours) plus shipment transit time.
Standard orders should arrive within 7-10 business days, with the exception of statutory holidays which might take longer and should therefore be taken under consideration
Please note that orders placed between 10 a.m Friday and 7 a.m. Monday (Eastern Time) will not be processed until Monday morning.
Our warehouses are closed
on the following holidays and will not process orders until the next business day:
(this may vary depending on when the holiday occurs)
Memorial Day (USA)
Thanksgiving (USA) Nov 28 and 29
Quebec National Holiday
Christmas Day Dec 25
Day after Christmas Day Dec 26
Independence Day (USA)
New Year's Day Jan 1
Day after New Year's Day Jan 2
Methods of payment
We accept American Express, MasterCard, Visa and Visa Debit for payment for all online orders.
Tracking your order
After you’ve place your order, we will send you an email with your order confirmation number. You can then use your order confirmation number to track the status of your order by going to MERRELL.COM/CA and clicking on Track Your Order.
Once your order has been shipped, we will send you another email with a Canada Post tracking number. You may either click on the link in your email or go directly to the Canada Post website to track your shipment, If parts of your order are shipped at different times, you will be notified of each shipment and its separate tracking number.
Cancelling or changing your order
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.
Easy and Free Returns
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 5 to 10 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 PR649494 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:
STEP 1: Copy the link below and paste it into the browser’s address bar to access a Return Label.
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.
STEP 2: 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.
*Please note that items purchased on our website cannot be returned to retail stores.
What if you think that you have defective footwear?
If you are dissatisfied with our product and feel there may be a defect, please send us an email at email@example.com
with all of the information listed below or please feel free to call us at: 1-888-463-7735 during our business hours: Monday to Friday from 8:30AM TO 5:00PM (Eastern Time). 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
Stock# (usually a 5 or 6 digit number preceded by letter J on a white tag inside the footwear and for clothing, a product number of 3 lettes and 5 digits starting with the letter J on a white tag inside the clothing)
The 4 digits beside the product code
When was item purchased
Reason for return
Warranty periods for defective workmanship and/or materials:
Shoes and boots carry a 1-year warranty
Sandals carry a 3-month warranty
Apparel products and bags carry a limited lifetime warranty
Socks carry a 3-year warranty
We ship orders only within Canada.
You will find these logos in our “find a store” section to help you identify our regional Canadian M-Select retailers.
M-Select retailer = Independent retailers offering the broadest selection of Merrell products.
Merrell consumers: For any additional information please contact our Consumer - Customer Service department.
Merrell retailers: For any additional information on the program please contact your local sales representative.
Still have questions? Call our Consumer - Customer Service department at 450-227-1574, ext. 2, or toll-free at 1-888-463-7735, ext. 2, Monday to Friday, from 8:30 AM to 5 PM (Eastern Time), or email us at firstname.lastname@example.org.