Shipping and return policies
Shipping
We can ship to virtually any address in the world. Note that there may be some restrictions on some products.
When you place an order, the delivery date is estimated at about 3 to 7 business days using our free shipping method (Canada, United States). Preparing your order at our warehouse is about 1 to 2 business days and shipping time could be from 2 to 5 business days, depending on your location.
If you select the paid priority shipping option, you can expect to receive your order within 1 to 3 business days, depending on your location.
Exchanges
You may exchange any new and unused items within 30 days of delivery for another size. We will pay shipping costs. However, each item must be returned in its original package and have all tags, and instruction labels still attached to the garment. Conditions apply for international orders. We reserve the right to refuse an exchange if the returned product is not in its original condition and cannot be resold.
If a product is found to be defective and is still under warranty, ewool will cover the exchange in accordance with our warranty policy. A proof of purchase is required.
Returns
North America
Within 14 days of delivery, you may return any new and unused item for a full refund of the product. Each item must be returned in its original packaging, with all included documentation, and all tags must remain attached to the garment.
Beyond the 14-day window, returns will be accepted up to 30 days from the date of receipt. A flat fee of $49 CAD will be deducted from the refund to cover part of the shipping and handling costs. We reserve the right to refuse a refund if the returned product is not in its original condition and cannot be resold. In such cases, the item will be sent back to you.
If the return is due to an error on our part (e.g., you received an incorrect or defective item), ewool will cover the return shipping costs.
Other countries
For all orders shipped outside of North America, a minimum fee of $50 USD applies. Delivery time is 10 to 15 business days (minimum order of $99 USD). Please note that ewool does not cover any duties or taxes.
Express shipping: 3 to 5 business days for $74.99 USD
Returns and exchanges outside of North America: The customer is responsible for returning the product at their own expense, including any applicable customs duties.
Final sale
All sale or discounted items are final sale and non-refundable. Exchanges may be approved by our customer service team if the product is in perfect resalable condition. Please note that return shipping costs are the buyer’s responsibility.
The warranty also applies to final sale items. Therefore, if a product is defective, ewool will cover the exchange in accordance with its warranty policy.
Refunds
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
Procedure for exchanges and returns
If you need to return or exchange an item, please visit the “Contact Us” section on ewool.com and follow the instructions provided. We will get back to you as quickly as possible, depending on volume. Please allow 1 to 3 business days for processing.
2-Year Limited Warranty
At ewool, we offer a two-year limited warranty on the heating system of all our products, provided they have been used according to the supplied usage guidelines. This warranty takes effect from the original date of purchase and applies exclusively to the original purchaser, for products purchased directly from our website or through authorized retailers and distributors. A valid proof of purchase is required for any warranty service request.
What the warranty does not cover
- Damage caused by misuse, negligence, or failure to follow usage instructions.
- Normal wear and tear (including fabric, zippers, etc.).
- Damage resulting from unauthorized modifications or repairs performed by third parties.
- Products purchased from unauthorized resellers