FAQ

Customer Service:

How does the item fit?
Each brand has a unique fit. Send an email to customercare@duewest.ca to inquire about fit information on your item(s) of interest.

Can I see/choose the fur trim before shipment?
Send an email to customercare@duewest.ca to requests photos of fur trim options available in the style, colour and size that you are interested in.

Does my Canada Goose jacket have a warranty?
Every Canada Goose jacket comes with a warranty within the garment tags. If you need to make a warranty claim, please have your Due West receipt available for proof of purchase.

My jacket needs to be repaired. What do I do?
Send an email to customercare@duewest.ca along with your order number (online purchase) or picture of your receipt (in store purchase).

My item has a perfume scent. Has my purchase been worn before?
All of our products are completely new. The scent is our signature store fragrance that is made without alcohols and solvents. It is not a perfume, but a pure extract that does not contain allergens. It was tested to meet Health Canada’s very strict regulatory compliance. The fragrance is hand made by a Canadian artisan using essential oils.

Order Processing:

Can I change my order?
If you want to change for another size, this can be done by sending us an email to customercare@duewest.ca. Unfortunately we will have to cancel your order and have you place a new one to change the style.

How can I cancel my order?
Send an email to customercare@duewest.ca with your order number and let us know that you would like to cancel.

Can I cancel an item on my order?
Yes. Please send an email to customercare@duewest.ca with your order number and item you wish to cancel. We will process your payment and then refund you the canceled item.

Can I change the payment method of my order?
Unfortunately we cannot. The order will have to be cancelled and a new order will need to be placed.

Why was my order cancelled?
Unfortunately your information did not meet the requirements of our third party verification process. You can try to make another purchase using the Paypal payment method.

I placed an order and then received an email saying the item(s) are out of stock.
This rare occurrence happens when a product has been sold instore and hasn’t updated the inventory count for online in the moment of purchase. We apologize for this inconvenience. Please send an email to customercare@duewest.ca with your order number if you wish to see if a special reorder can be made to our supplier(s).

Will I be charged duties and taxes?
Order placed outside of Canada may be subject to the receiving country’s duties and taxes that are the expense of the purchaser.

In-Store Pick Up:

When will my purchase be ready for pick up?
Orders for pick up are usually ready 24 hours after the purchase is made. It is important that your bring your ID and the payment method used to make the purchase at the time of pick up. You can pick up within our hours of operation.

How do I do a curb side pick up?
Call us at 416-593-6267 or email us at customercare@duewest.ca to let us a time for your curb side pick up.

Shipping:

I just placed my order. When will it be shipped?
Most orders are shipped next day with the exception of weekend purchases, which are shipped out on Monday. You will receive an email with a tracking number once the order has been shipped.

Why has my tracking not been updated?
At times, shipping companies have technical errors, causing shipping updates to be delayed.

When will my package arrive?
The tracking number link provides a time line of when your package is expected to arrive.

The tracking said my item arrived. Where is it?
Please check your mailbox for a delivery slip. You will be able to pick up your package from the address on your delivery slip with a valid ID and proof of address. If you did not receive a delivery slip, please send an email to customercare@duewest.ca.

Do you ship to my country?
If you do not see your country listed in the shipping options, please send an email to customercare@duewest.ca with your address and we will do our best to provide a shipping option.

Returns:

How do I make a return?
Send an email to customercare@duewest.ca with your order number and the items that you would like to return. A return label is provided to all Canadian purchases. Instructions for International returns will be emailed upon request. International returns are the expense of the purchaser.

What is the return policy?
Regular priced items can be returned within 14 days of receipt of your shipment. Please see our return policy here.

What is the return policy for sale?
Sale priced items can be returned within 10 days of receipt of your shipment. Please see our return policy here.

How do I exchange an item?
Send an email to customercare@duewest.ca along with your order number and item you wish to exchange. We will check that we have the stock to accommodate the exchange. Please ensure that your item(s) are in unused condition.

Price Adjustments:

My recent purchase is now on sale. Can I get a price adjustment?
We can make the price adjustment if your purchase was made within 14 days of the sale, and we still have stock of the style, colour and size.

I purchased an item on sale but now it is further on sale. Can I get a price adjustment?
We can make the price adjustment if your purchase was made within 10 days of the sale, and we still have stock of the style, colour and size.