General FAQ
Frequently Asked Questions
Orders & Tracking
How do I track my order?
Once your order ships, you’ll receive a confirmation email with a tracking link. You can also track your order through your account or the order confirmation email you received at purchase.
I haven’t received my order confirmation email. What should I do?
Please check your spam or promotions folder first. If you still can’t find it, contact our support team and we’ll help locate your order.
Can I change or cancel my order after placing it?
Orders are processed quickly. If you need to make a change, contact us as soon as possible. We can’t guarantee changes once an order has been processed or shipped.
Shipping & Delivery
Where do you ship?
We currently ship within Canada only.
How long does shipping take?
Orders are typically processed within 1–2 business days. Delivery to major cities usually occurs within one week. Delivery times may vary for rural or remote areas.
Is shipping free?
Standard shipping is included in the product price. Express shipping may be available at checkout for an additional cost.
Do you ship to PO boxes or remote locations?
Shipping availability depends on the carrier and destination. If you’re unsure, contact us before placing your order.
Returns & Exchanges
What is your return policy?
We offer a 30-day return window. Items must be unworn and are inspected upon return. Final approval is at our discretion.
How do I start a return or exchange?
You can initiate a return or exchange through the order confirmation email you received with your purchase.
Is return shipping free?
Return shipping is free for exchanges (including size changes or different items). For refunds, the return shipping cost will be deducted from the refunded amount, and a small store credit will be issued.
When will I receive my refund or exchange?
Once your return is received and inspected, refunds or exchanges are processed as quickly as possible. You’ll receive confirmation by email.
Products & Care
Are your products certified?
All safety footwear we carry meets CSA certification standards. Certification details are listed on each product page.
How do I choose the right size?
Sizing guidance is provided on each product page. If you’re between sizes or unsure, feel free to contact us before ordering.
How should I care for my footwear or PPE?
Basic care instructions are included on product pages where applicable. Proper care helps maintain performance and longevity.
Accounts & Checkout
Do I need an account to place an order?
No, you can check out as a guest. Creating an account allows you to track orders and manage returns more easily.
I’m having trouble signing in. What should I do?
Use the password reset option on the sign-in page. If issues persist, contact support.
What payment methods do you accept?
Accepted payment methods are displayed at checkout.
For issues that can’t be resolved through our support resources.
Please contact one of our Customer Service Representatives and we will help answer your questions.
Call Us
North America
English: Monday to Friday 11am-9pm PST
Chinese: Monday to Friday 11am-9pm PST