Frequently Asked Questions

Shipping methods and rates
Canada Post: Expedited parcel™
NEW $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)

Good Friday/Easter Monday Labour Day
Victoria Day Thanksgiving (Canada)
Memorial Day (USA) Thanksgiving (USA) 
Family Day - Ontario Christmas Eve 
Canada Day Christmas Day 
Independence Day (USA) New Year's Eve 
  New Year's Day 
 

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.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 and Exchanges

We will gladly accept your return of UNWORN merchandise within 30 days from the date of purchase and provide you with a full refund or an exchange. 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 or exchange 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.
https://www.canadapost.ca/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: 1-888-463-7735 x2 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 (toll-free) 1-888-463-7735, ext. 2, Monday to Friday, from 8:30 AM to 5 PM (Eastern Time), or email us at merrellcanada@wwwinc.com.