We are taking precautions in our call centers and distribution centers to ensure the health and safety of our employees. As a result, we are experiencing longer customer service wait times and returns processing. Our priority is to assist you as quickly and safely as possible. We thank you for your business and appreciate your patience.
We will gladly accept your return of UNWORN merchandise within 30 days from the date of purchase and provide you with a refund less any shipping charges. 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.
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 email@example.com with all of the information listed below or please feel free to call us at: 1-800-365-7282 FREE 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
Product number starting with the suffix "J" located on a white label inside the item
The 4 digits beside the product code
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)
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
Weekdays: 9am to 9pm (EST)
Weekends: 9am to 5pm (EST)
Estimated wait time 1-10 minutes
Monday-Friday 8am-9pm (EST)
Saturday-Sunday 9am-6pm (EST)
Merrell.ca Customer Service
6225 Millcreek Drive
Mississauga, ON L5N 0G2