Customer Service

Product Availability

The items available on www.duewest.ca are subject to change. Due West has gone through extensive effort to integrate its stock in real-time with the web store.  Despite this effort, items that appear available on the web store might be out of stock.  If this occurs, Due West will refund the complete amount and the customer will be notified immediately.

 

Order Cancellation

Customers may cancel or make changes to their order within 24 hours from when the item was purchased, unless the item has already left our warehouse. If changes need to be made, please contact us as soon as possible.  To cancel, or make any changes, customers must contact us through our customer service telephone number or email address:

1 877 655 3963

416 593 8400

customercare@duewest.ca

 

Sales Tax

Orders shipped outside of Canada are not subject to any sales tax.

Orders shipped to Quebec are subject to 5% GST and 7.5% PST on the purchase amount.

Orders shipped to Ontario, Newfoundland and Labrador and New Brunswick, are subject to 13% HST. 

Orders shipped to British Columbia are subject to 12% HST.

Orders shipped to Nova Scotia are subject to 15% HST. 

Orders shipped to other Canadian Provinces or Territories are only subject to 5% GST.

 

Customs

For orders shipped outside Canada or the US, please consult the customs legislation of your country.  Due West does not take responsibility for duty, brokerage fees and shipment delay due to customs, if any.

 

Due West does not cover the cost of duty or taxes on orders shipped to the USA.

 

Shipping and Handling

All shipping by Due West provides a tracking number and insurance.

Orders must be made before 11am Eastern Time to qualify for shipment to leave our warehouse same day.

Please allow up to 72 hours for your order to be processed and leave the warehouse.

In the event that multiple orders are placed with the same shipping destination and on the same account, orders will be combined and shipping fee’s will be adjusted, unless otherwise requested.

 

Canada

Shipments within Canada will be shipped via Canada Post under the following service types:

Free standard shipping (allow 2-7 business days depending on postal code).

Within Quebec and Ontario: $10 Expedited (allow for 1-3 business days).

Outside of Quebec and Ontario: $25 Expedited (allow for 2-7 business days depending on postal code). 

In Store Pick Up - customer will be emailed when order is ready to be picked up from our retail location at 431 Queen Street West Toronto. All in store pick ups will require the credit card used for the purchase on hand as well as a piece of identification to verify the sale.

 

 

USA

Shipments going to the United States will be shipped via UPS Standard under the following service types:

Domestic USA: $50 UPS Standard (allow for 2-9 business days).

Due West does not cover the cost of duty or taxes on orders shipped to the USA.

 

International

Shipments to International destinations will be shipped via Canada Post Xpresspost (allow 6-12 business days).

International Product Note: Due West cannot ship Canada Goose outside North America.

 

Due West holds the right to refuse shipping on any order.

 

Refund & Return Policy

Please note all SALE ITEMS ARE FINAL SALE.

Due West allows 10 days for return of regular priced merchandise for a full refund starting from the day the merchandise was received by the customer.  Shipping fees are not refundable.

Due West is not responsible for return shipping costs from the USA including any additional shipping fees (such as duties/ brokerage).

Items being returned must not be worn, altered, damaged or washed.  Items must have their original tags.  We do not accept returns of swimwear and underwear.  Footwear must be returned in its original box.  Upon receipt of returned merchandise, Due West has the right to deny refunds if the goods do not meet the return policy requirements.  

Unfortunately, Due West is unable to provide online exchanges.  If an exchange on an item is necessary for a different size, style or price, we recommend first sending the item back for a full refund (if return falls under the above requirements/ time frame), then purchase your desired item through the website as a separate transaction.

Returns must be authorized by Due West in advance.  Customers must contact us prior to proceeding with return by emailing CUSTOMERCARE@DUEWEST.CA.

*Christmas Return Policy: Customers will have until January 7th, 2016 to reach out to customercare@duewest.ca to request a pre-paid return label (for Canadian customers) or a return authorization number (for USA customers) to receive a full refund on all regular priced items purchased as a gift.

Canadian returns: Due West does not cover the cost of returns within Canada. The item can be returned in store or it can be shipped to our retail location via Canada Post. Please email customercare@duewest.ca to receive a return authorization and return instructions.

USA returns: Due West does not cover the cost of returns from the USA. Please email customercare@duewest.ca and you will be provided with a return authorization number as well as return shipping instructions.  Due West is not responsible for the loss or delay of packages being returned and suggests using a courier service that provides a tracking number. Returns from the United States must be shipped via the UNITED STATES POSTAL SERVICE. All returned items should be declared as a ‘RETURN OF CANADIAN MERCHANDISE’ on the customs declaration. RETURNED ITEMS THAT DO NOT HAVE THIS MENTION ON THEIR CUSTOM DECLARATION WILL BE REFUSED AND RETURNED TO THE SENDER.

International returns: We currently do not accept returns outside Canada and the U.S.