Customer Service Policy – Canadagooen

At Canadagooen, we’re dedicated to providing exceptional customer service that matches the quality of our winter jackets, light down puffers, and footwear. Our goal is to ensure your shopping journey—from pre-purchase questions about sizing to post-purchase support for care or returns—is seamless, transparent, and tailored to your needs. Below is a clear outline of our customer service commitments to you:

1. Pre-Purchase Support

Choosing the right winter gear (whether it’s a jacket for harsh snow or footwear for icy paths) requires confidence. Our team is here to help you make informed decisions:

  • Personalized Guidance: Reach out for advice on product features (e.g., warmth levels of down puffers, water resistance of jackets, fit of footwear), sizing charts, or seasonal recommendations (e.g., layering tips for mild vs. extreme cold).
  • Product Clarifications: We provide detailed explanations of materials, care instructions, and warranty coverage for every item—so you know exactly what to expect from your purchase.
  • Response Time: We aim to reply to all pre-purchase inquiries sent to [email protected] within 24 business hours (Monday–Friday, excluding public holidays). For urgent questions, you may also.

2. Order & Shipping Support

Once you place an order, we keep you updated at every step to avoid uncertainty:

  • Order Confirmation: A confirmation email with your order details (item, quantity, total cost, and estimated delivery date) will be sent to your registered email within 1 hour of purchase. If you don’t receive it, check your spam folder or contact us for a resend.
  • Shipping Updates: When your order ships, you’ll receive a second email with a tracking link to monitor delivery progress. If there are delays (e.g., stock shortages for popular jackets, weather-related shipping disruptions), we’ll notify you via email or phone (if provided) within 48 hours, along with revised timelines.
  • Address Changes: If you need to update your shipping address, contact us at [email protected] within 12 hours of placing your order. Once an order has shipped, we cannot modify the address.

3. Post-Purchase & Warranty Support

We stand behind the durability of our winter gear. Here’s how we support you after delivery:

  • Product Care Help: Need tips on cleaning your down puffer (e.g., machine-wash guidelines) or maintaining your waterproof jacket? Our team can share expert care advice to extend the life of your purchase.
  • Warranty Claims: All Canadagooen products come with a covering defects in materials or craftsmanship (e.g., faulty zippers on jackets, worn soles on footwear). To file a claim:
  1. Email [email protected] with your order number, photos of the defect, and a description of the issue.
  2. Our team will review your claim within 3 business days and guide you through next steps (e.g., replacement, repair, or refund).
  • Fit Adjustments: If your jacket or footwear doesn’t fit as expected, we can help you exchange it for a different size (see Section 4 for return/exchange details).

4. Returns & Exchanges

We want you to love your winter gear. Our return/exchange policy is designed to be hassle-free:

  • Eligibility: You may return or exchange unused, unworn items (with original tags, packaging, and care labels intact) within 30 days of delivery. Items that have been washed, worn, or damaged by the customer are not eligible.
  • Return Process:
  1. Email [email protected] with your order number and reason for return/exchange (e.g., “jacket too large,” “puffer not warm enough”).
  2. We’ll send you a pre-paid return label and step-by-step instructions within 24 hours.
  3. Ship the item back to us—we recommend using a trackable service to avoid loss.
  • Refunds & Exchanges:
  • Refunds: Once we receive and inspect the returned item (usually 3–5 business days after delivery to our warehouse), we’ll process a refund to your original payment method. Refunds take 3–5 business days to appear in your account.
  • Exchanges: For size swaps or style changes (e.g., switching from a black to a navy jacket), we’ll ship the new item for free once we confirm receipt of the returned product.

5. Feedback & Complaint Resolution

Your feedback helps us improve. We take all concerns seriously:

  • Feedback Submission: Whether you have a compliment (e.g., “love my new down puffer!”) or a suggestion (e.g., “add more sizes for footwear”), email us at [email protected]—we review every message and use insights to enhance our products and service.
  • Complaint Resolution: For issues like unresponsive support or damaged items, we assign a dedicated representative to your case. We’ll acknowledge your complaint within 12 business hours and resolve it within 3–5 business days (e.g., issuing a refund for a delayed order, sending a replacement for a defective jacket). If a complex issue requires more time, we’ll update you every 48 hours until it’s fixed.

How to Contact Us

For all customer service needs, our primary channels are:

  • Email: [email protected] (preferred for detailed inquiries, as it allows us to share photos and documents)

At Canadagooen, we believe great customer service is as essential as warm winter gear. We’re here to ensure your experience with us is as comfortable and reliable as the products we sell.