Frequently Asked Questions
Our return policy at TFC shop is very simple: If the products you purchased don't fit or you aren't happy with the products you can return them for a full product refund (purchaser is responsible for all shipping costs), as long as we can re-sell the product as new. That means no dirt, no smell and no signs of outdoor wear and tear. If you wouldn't be happy receiving the product as new, it makes it very hard for us to accept it as a return although our priority is to make sure everyone is happy with their purchase and we deal with each case individually.
We recommend wearing your new shoes indoors around the house to make sure they fit and you enjoy the feel before wearing them outside.
We set a timeline of 60 days from purchase date to at least contact us and explain that you wish to return items purchased. After 60 days has passed we will accept returns but for store credit rather than refund to your method of payment. Returns will not be accepted 90 days beyond the date of purchase.
Any returns that cross the Canadian boarder must have proper documentation stating that "the package is a return of goods to Canada". Otherwise we are subject to a import tariff and or brokerage fee to receive them back. In this case any fees will be deducted from the refund of the original purchase.
For any product you want to return, simply ship it back to us at:
3771 Unit #4 Spratt Road, Gloucester, Ontario, Canada
Postal Code: K1V 2P3
Orders ship out on every Tuesday, Thursday and Friday (cutoff is 12 noon on the previous day for your order to be shipped on the next ship out day). After initially aiming to ship out every order next business day, until our team grows or we reach a volume that warrants using a third party fulfillment company, we require more time to process, pack and ship out orders.
Shipping time estimates for each service are provided by the postal service we use (Canada Post) and are noted on your shipping confirmation email. These estimates are subject to delays based on factors over which we have no control including but not limited to: flight delays for international shipments, customs clearance and local postal service turnover. Depending on the destination country these extra factors can sometimes add 1-2 weeks to shipments and we appreciate your patience until your order arrives.
International Taxes and Duties
International customers (outside of the Canada) are responsible to pay any applicable inbound duties, taxes, and any other fees which your local Customs authority deems appropriate. These fees are paid to your local carrier or government and are not collected by The Foot Collective Shop, and thus cannot be refunded.
We ship international packages DDU (duties and taxes unpaid), meaning that these fees are not included in the price of the goods you purchase from our website. All applicable fees must be paid by the recipient in order to receive the parcel. As we are unable to advise the amount of what these fees might be, we recommend contacting your country's customs office or tax agent for respective charges and rates on a package coming outside of your country.
Once orders are handed off to the postal office they are no longer in our control although we do our best to make sure all issues are resolved and customers are happy. With so many packages being sent around the world lost packages and delays are bound to happen.
The most common cause for orders not arriving or being delayed is an error in the address. If your package is taking longer than expected please verify that you entered the correct shipping address first. If an error was made the package should be returned to us at which point we will refund you the product value.
If your package has been delayed and the address is correct please contact us and someone from the team will get back to you within 3 business days with an update.
Wrong Address Disclaimer
It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of your order. If you decide to cancel your order or change your shipping address, please write to us at hello at firstname.lastname@example.org as soon as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so.
Lost or Stolen Packages
Once the product is shipped, the tracking number (if trackable service was selected at checkout), along with all shipping information will be sent to the customer via email. Once this information has been provided to the customer, the customer assumes all responsibility for lost or damaged packages/product. If a payment is made using an eCheck in PayPal, We will not ship the order until the eCheck payment has cleared.
As a Canadian company, all of our prices are charged in CAD at checkout. We use a currency converter app that lets you visualize what the prices will convert to in your selected currency but will revert back to CAD at checkout which can sometimes create some confusion.