Shipping and delivery
Shipping And Delivery Policy
All sales, deliveries, returns and customer support via this website are fulfilled by an authorised 3rd party service provider, NEON DB Corp. (NDB).
Can I Track My Order?
Once the order is shipped, a tracking number will be emailed. If you created an account on our site, you will also be able to login to view tracking information as well as account information, address book, and order history. You can use the shipment tracking number by visiting www.fedex.com or www.canadapost.ca.
For packages delivered by FEDEX, you can follow the travel history and check the scheduled delivery date on FEDEX.com or register for FedEx Delivery Manager, this allows you to receive alerts or request a hold for pickup at a convenient location.
If you have any questions about tracking your shipment, please contact us!
Where Can I Ship My Order To?
Billing and shipping addresses must be within Canada. We do not offer international shipping and are unable to ship to PO boxes, re-shippers, or package forwarding services.
Does Smartwool Ship To PO Boxes?
Unfortunately, smartwool.ca does not ship to PO boxes at this time. We apologize for the inconvenience.
My Order Didn't Arrive?
If your order didn't arrive on the expected delivery date, please get in contact with our customer service department, contact us.
Can I Change My Delivery Address?
If you would like to change the delivery address, please contact us.
Can I Ship With Express / Priority Service?
Unfortunately, smartwool.ca does not offer express/priority service at this time. We apologize for the inconvenience.
How Long Before I Receive My Order?
Orders typically leave our warehouse within 2 full business days. Shipping generally takes from 3 to 10 business days, depending on the location of delivery. Please note, shipping companies do not deliver on Saturday or Sunday. The business days are Monday through Friday.
What Are The Shipping Costs?
We are pleased to offer free shipping on all orders with a pre-tax total greater than $49.99. Otherwise, a low flat rate shipping charge of $9.99 is applied. We ship everywhere in Canada.
Shipping charges are refunded if:
- We ship an incorrect product
- A product was shipped from our warehouse broken or defective
- A product was damaged during shipping
How Can I Get Free Shipping?
Free delivery is available for all smartwool.ca orders with a pre-tax total greater than $49.99. Smartwool free delivery is automatically applied during checkout for all qualifying orders.
Who Will Deliver My Order?
All orders in Canada are shipped with FedEx or Canada Post.
Undeliverable Packages?
$15 re-stocking fee / $15 re-shipping fee
Please ensure your shipping address is entered completely and accurately, including any apartment, unit, or buzzer number. If the package is undeliverable due to the incomplete shipping address, it is the responsibility of the party that entered the incorrect or incomplete shipping information. If the package is returned to us, we can re-send the package again if the responsible party agrees to pay $15.00 for the additional shipping costs. All unclaimed or undeliverable packages that are returned to us will be subject to a $15.00 restocking fee.