FAQ

All sales, deliveries, and customer support via the smartwoolca website are fulfilled by our authorised 3rd party service provider NEON DB Corp. (NDB).

NEON DB Corp. (NDB) is the supplier and merchant of record for all sales on the website and is responsible for any disputes related to this website and for all matters concerning or related to order, sales, fulfilment, deliveries, returns or refunds.

You can change your account information by clicking on Sign In in the top area of our website. Enter your e-mail address and password and your account info will be displayed. You can update your e-mail address, name, password, and shipping information or check your order status.

Does my billing address have to match the one associated with my credit card?

Yes. For credit card verification, you must enter your billing address exactly as it appears on your credit card statement.

Shipping generally takes from 3 to 10 business days, depending on the location of delivery.

We want you to enjoy your products ordered from smartwool.ca as soon as possible. Therefore, once you click 'Confirm Order', your order information is immediately sent to our warehouse for processing. This means that we will not be able to cancel or make any changes once your order has been confirmed. Should you choose to return your order for any reason, please consult our Order & Returns section.

Only products that are listed in our online store are available to be purchased through smartwool.ca. We regret that we cannot accept orders for any product that is not listed on smartwool.ca. Please check back regularly and join our newsletter as we continually add new products to our online store.

Gift Cards purchased online can only be redeemed on smartwool.ca. Gift Cards are not redeemable at any retail location or other websites. Sales are final and cannot be refunded or redeemed for cash. When returning merchandise that was purchased online using a Gift Card, the original gift card will be credited its respective amount. Gift Cards cannot be replaced if lost or stolen. Gift Cards currency is in Canadian Dollars. Gift Cards cannot be used to purchase another virtual gift card. To check your Gift Card balance, please Sign In to your account.

For any reason, you aren’t completely happy with your Smartwool gear within two years of purchasing, we’ll take it back. For instruction consult our 100% satisfaction guarantee section.