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Merrell Help Centre


Frequently Asked Questions


Shipping

  • This website is the Merrell website for Canada. We do not offer shipping to international locations outside of Canada or to freight forwarding agencies. All orders placed on Merrell.com/CA that are being shipped to an international location or freight forwarding agency will be cancelled.

    We are however a global brand and have websites in other regions. To see if there is a Merrell website for your country, please check the locale at the top right of the page (look for the country flag).

  • Yes. Merrell offers free standard shipping on all orders above $99 before taxes. For orders below $99, you will be charged a flat-rate shipping fee of $8.99 (plus applicable taxes).

    For more information on shipping, please refer to our shipping information page.

  • There are several reasons why an order may be delayed. Typically, delays result from shipping delays such as inclement weather, or from order-related data discrepancies. For instance, if the billing information you provide does not match what your bank has on file (including address and telephone number), your order may be delayed.

  • The time it takes to process and ship your order will depend on your location, the item(s) ordered and order date. Delivery to PO Boxes could take longer. Exceptions apply to certain rural areas based on geographical and environmental factors. During sale and promotion periods, delivery could take longer than usual.

    PROVINCE ESTIMATED DELIVERY STANDARD
    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

Returns

  • We will gladly accept your return of UNWORN merchandise. Original shipping charges are not refundable. Returns are shipped back to our warehouse through Canada Post. 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 - 20 business days for your refund to be processed.

    Items that are purchased on our website cannot be returned to retail stores.

  • Yes. Merrell offers free returns within 30 days of the date of shipment.

  • Please allow 15 - 20 business days for your return to be processed. You will receive an email to confirm a successful return. A credit should appear on the original card used within 2 billing cycles.

  • To access a return label you will first have to start your return. To do this, visit our returns page and fill in your order number and postal code. After clicking submit you will be taken to a new page with your order details. Select the product you want to return and select the method of return (print a label or obtain a QR code). Complete the remaining questions that follow. You will be taken to a new page where you can download your return label or QR code.

  • Visit our returns page to start your return and receive your return shipping label or QR code. Please prepare your package and drop it off at any Canada Post Outlet that is convenient for you.

  • You have 30 days from the purchase date to return your order.

  • We do not offer exchanges at this time. Please return your order and place a new order for another size or colour. Returns are free.

  • We only accept returns on purchases made on Merrell.com/CA. An item purchased in a retail store must be returned to the store where it was purchased. Items that are purchased on our website cannot be returned to retail stores.


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Payment

  • This website is the Merrell website for Canada. We only accept credit cards issued from Canadian banks with Canadian shipping and billing addresses. All orders placed using an international credit card will be cancelled.

    We are however a global brand and have websites in other regions. To see if there is a Merrell website for your country, please check the locale at the top right of the page (look for the country flag).

  • We collect applicable provincial and/ or federal taxes based on the item(s) purchased and the shipping address. The taxes will be included in your order total. If you have any questions about the tax rate, please contact customer service.

  • We currently accept the following forms of payment:
    ·  American Express
    ·  Mastercard
    ·  Visa
    ·  PayPal
    ·  Apple Pay
    ·  Afterpay

  • If you used a credit card, the charge you see is a pre-authorization hold. This is a temporary electronic authorization. The card will not be charged until the order ships. If you did not complete the order, the hold will drop off according to your credit card or bank policy. This generally happens within 2-10 business days. For more information, contact your credit card company or bank to find out when the hold will be released.

    If you used PayPal, the charge you see is a pre-transaction notification. The notification will drop off your account within 30 days. Contact PayPal directly to find out exactly with the pending notification will drop off.

  • Our goal is to expedite your order as quickly as possible; therefore, once your order is placed it cannot be cancelled or changed. You may always return the item once you receive it. For additional information on returns please visit our returns page.

  • We are sorry you are experiencing an issue with your product. To help expedite your problem, please ensure your defective product matches the guidelines on our returns page. If so, fill out the defective form to expedite the process.


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Product Information
& Sizing

  • We have found that our products fit true to size. For additional information on our sizing, you can review our size chart and customer reviews for specific customer feedback on sizing. Both are available on our Merrell product detail pages.

  • We offer several styles in wide width. To view wide width products, we suggest selecting your preferred width in the sizing section of the filter menu that is available on all our product list pages.

  • Sizing on products without half sizes comes down to the product type and personal preference. For specific feedback on the sizing of your product, refer to the size chart and customer reviews on the product page. If you purchase a product and are not happy with the fit, we offer free returns.

  • We are very sorry that the item you need is out of stock. When you try to select the size you need, if the item is out of stock, there should be a "notify when available" button. This will allow you to sign in or create an account with us so that we can email you when your size is back in stock.

  • In general, we recommend the following guidelines for cleaning footwear:

    Cleaning: On a regular basis, brush away any surface dirt with a soft brush. After extended, rugged use, wash with mild soap and warm water. Be sure to rinse off all soap residue to avoid attracting more dirt.

    Drying: Open footwear fully, remove insole and laces and dry at room temperature. Do not expose footwear to heat, as doing so can compromise any adhesive or materials used in construction your footwear.

  • You can leave a product review on any product on our website. Go to the product page and scroll down to the "Customer Reviews" Section. In the Reviews section there is a button where you can select a star rating for your review and enter any additional comments.

  • Wolverine Worldwide is a global company and our branded footwear and apparel products are distributed in over 170 countries and territories. These products are also manufactured in many countries around the world, from the United States and Dominican Republic, to the United Kingdom, Vietnam, China and more.

  • Merrell boots are known for out of the box comfort and should fit true to size. Our reviews on our Merrell.com product detail pages will provide you with specific customer feedback on sizing.

  • Our hiking shoes and boots both contain out of the box comfort and ultimate grip for your hikes. However, hiking boots will provide you with additional ankle support over shoes. You can explore our entire hiking range on Merrell.com, and there are many shoe and boot options to get you out on the trail.

  • You can use snow boots for hiking if they are equipped with adequate waterproofing and traction to keep your feet safe and warm.

  • Sorry, we cannot accommodate single shoe orders at this time. Our footwear is not only sold, but also manufactured in pairs.


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Other

  • To opt out of emails, click on the "unsubscribe" button at the bottom of all our emails. To opt out of text messages, reply "STOP" to any text message.

    Alternatively, you can manage our email preferences on the website by going to our account preferences page.

  • Yes, we offer our own line of insoles. You can view the insole options by viewing the insoles page here.


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Contact us

Chat

Weekdays: 8am to 9pm (EST)

Weekends: 9am to 6pm (EST)

Estimated wait time
1-10 minutes

Phone

(800)-365-7282

Weekdays: 8am to 9pm (EST)

Weekends: 9am to 6pm (EST)

Email

merrellcanada@wwwinc.com

Location

merrell.ca

Customer Service

6225 Millcreek Drive

Mississauga, ON

L5N 0G2