Shipping & Returns
Shipping Policy
Customs Duties, Taxes & Import Fees
Orders shipped outside Canada, including to the United States, are shipped on a Delivered Duty Unpaid (DDU) basis. Duties, import taxes and carrier fees are not included in your order total and are billed to you by the carrier or customs authority on delivery. These amounts are set by your country's customs rules and we have no control over them. If a package is refused or left unclaimed and returned to us, the original shipping cost and return shipping will be deducted from your refund + a 20% restocking fee.
Processing Time
Orders are processed within 1 to 3 business days. You'll get an email with tracking once your order ships.
Canada
Flat rate shipping is $15 CAD. Orders of $250 CAD or more ship free. Estimated delivery is 3 to 5 business days after shipping. Taxes are calculated at checkout.
United States
Flat rate shipping is $25 CAD. Orders of $300 CAD or more ship free. Estimated delivery is 3 to 5 business days after shipping.
International
Shipping is calculated at checkout based on your location and the weight of your order. Delivery times vary by destination.
Tracking, Delays and Lost Packages
Every order ships with tracking. Carrier delays happen, especially around holidays and customs. If your tracking hasn't updated in 5-7 days, contact us at 13thfloormembers@gmail.com.
Address Accuracy
Please check your shipping address before ordering. We can't redirect a package once it has shipped.
Return & Refund Policy
Return Window
You can return defective/damaged unworn, unwashed items with original tags and packaging within 7 days of delivery.
Non-returnable Items
Worn, tags removed, sale items and final-sale items can't be returned or exchanged.
How to start a return
Email 13thfloormembers@gmail.com with your order number and the item(s) you'd like to return. Please wait for our reply and instructions before sending anything back. Returns sent without approval may not be accepted.
Return Shipping
Return shipping is paid by the customer. If your item arrived damaged, defective or incorrect, contact us and we'll cover it.
Refunds
Once we receive and inspect your return, refunds go to your original payment method within 5 to 10 business days. Original shipping charges are non-refundable unless the return is due to our error.
Duties and Import fees
Duties, import taxes and carrier fees paid to the carrier or customs authority on delivery are not refundable by us.
Exchanges
We're happy to exchange for a different size, subject to availability. Email us and we'll set it up.
Damaged or Defective Items
Contact us within 7 days of delivery with your order number and photos, and we'll make it right.
Refused or Unclaimed Packages
See our Shipping Policy. If a package is refused or unclaimed and returned to us, the original shipping and return costs are deducted from any refund.