Orders and returns

Orders And Returns

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

Order Status

How can i check my order status?

If you are a registered user, click here to login.

Order History

How can i check my order history?

If you are a registered user, click here to login.

When you are logged in, go to My account / My orders and you will be able to check the status of your order.

General Returns Policy

  • The Smartwool website offers refunds rather than exchanges. That way you can re-order any style/color/size that you want, and at any time you want. We offer free shipping on replacement orders, please contact customer support for details.
  • You have 30 days from the day your item is shipped to initiate a return.
  • Footwear must be returned in the original box and the box must be wrapped in paper or plastic. Items returned without the original box or with tape or labels directly on the original box will be refused or subject to a $15 restocking fee.
  • All items must be received in their original, not damaged, altered, used, perfect, re-sellable condition.
  • We only accept returns on items purchased from the Smartwool website.
  • A refund will be issued for the purchase price, plus the original shipping charge if applicable.
  • The refund will only be applied to the original credit card account used for purchase.
  • You are responsible for return shipping costs.
  • If our warehouse is unable to accept your return, the merchandise will be returned to you without a refund.
  • Most credits are applied within 5 business days of receipt of the item, allowing for processing and inspection time.
  • You will receive a confirmation email when your account has been refunded.

30 Days Return Policy: Detailed Instructions

In order for a refund to be made, the product(s) returned must be not damaged, altered, used, in perfect, re-sellable condition. Please make certain to send your return via prepaid courier and use a service that employs a tracking number system. Make sure to enclose a copy of your order number, full name and email.

Please let us know the reason for the return:

  • Size too large
  • Size too small
  • Did not fit as expected
  • Item not as described or pictured
  • Incorrect item received
  • Order arrived late
  • Item was damaged
  • Defective or flawed
  • Unwanted gift
  • Change of mind
  • Other please specify

Once we receive your return and the products have passed inspection, a full refund will be issued within 5 business days.

We do not offer exchanges. We have found that it is easier for both parties if a refund is made on the return, then the customer may make a new purchase for a replacement product.

You may return your merchandise for a refund by shipping it to the following address:

(Att: Smartwool)
6550 St-Andre
Montreal, Qc
H2S 2K9