Frequently Asked Questions

 

How much are delivery costs?

Shipping is free.

 

How long does delivery take?

PROVINCE ESTIMATED DELIVERY
Ontario & Quebec
2-3 business days
Prince Edaward 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.

 

Public Holidays

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
Victoria Day
Memorial Day (US)
Family Day (Ontario)
Canada Day
Independence Day (US)
Civic Holiday
Labour Day
Thanksgiving (Canada)
Thanksgiving (US)
Christmas Eve
Christmas Day
New Year’s Eve
New Year’s Day

 

Delivery Rules & Restrictions

 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.

 

How long after I receive my shipment confirmation email will I be able to track my order?

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.

 

Can my delivery address be different from my billing address?

Yes, as long as they're both in the same country. Just enter separate delivery and billing addresses during the checkout process.

 

How do I track my order and delivery status?

 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:

Order Received:

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.

 

Order Shipped:

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.

Returns Received:

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.

 

Methods of payment

We accept American Express, MasterCard, Visa and Visa Debit for payment for all online orders.

 

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 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 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.
http://www.canadapost.ca:80/cpotools/apps/prse/label?policyId=PR649494&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.

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.

STEP 3:  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.

 

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 MERRELLCANADA@WWWINC.COM with all of the information listed below or please feel free to call us at: 1-800-365-7282 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:
First Name
Last Name
Address
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
Size
Width
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)

 

International orders

We ship orders only within Canada.

 

Contact us

Still have questions? Call our Consumer - Customer Service department at 1-800-365-7282, Monday to Friday, from 8:30 AM to 5 PM (Eastern Time), or email us at MERRELLCANADA@WWWINC.COM