Frequently Asked Questions


Have a question for us? We've outlined answers to some common questions below, but if you don't find the answer you're looking for, feel free to contact us here.

ORDERS

Is my order final?

If you’d like to change your order please let us know ASAP and we will do everything we can to change the order to suit your preference.  Just send us an email at info@northstrongcollective.com . We cannot guarantee that all changes can be made.

How can I pay?

We accept VISA, MasterCard and AMEX as well as PayPal. We cannot split payments between credit cards.

I’m having problems ordering something.

We’d be happy to help you complete you order at any time. Email us at info@northstrongcollective.com and we’ll do our best to walk you through the ordering process. We’ll respond within 24 hours.

Is my payment secure?

Our online platform is Shopify who takes security of personal information very seriously. Shopify includes an SSL certificate that uses industry standard 128-bit encryption technology. This is the same level of encryption used by large banks to keep your information secure. If you visit us in person at an event, our credit card terminal is powered by Square who also uses this 128-bit encryption technology.

Can I order out-of-stock items?

We currently do not provide the ability to pre-order items, but if you email us at info@northstrongcollective.com with your name and desired product, we will notify you when the product is re-stocked.

SHIPPING & TRACKING

What are my shipping options?

We send all products as expedited parcels through Canada Post or US Postal Service.  We ship all orders on the following Monday and products should take 5-7 business days maximum to reach you.

How do I get free shipping?

We waive your shipping fee on any order in Canada over $50 CAD. Unfortunately, this offer doesn't apply to customers outside the country at this time due to customs fees.

Do you ship outside of North America?

While this isn’t an option on our website, please email us at info@northstrongcollective.com and we will do our best to accommodate your international request so you can rep Canada around the world!

What happens if my order is delayed?

We do our best to ship all products on the following Monday after your order was placed, but delays are possible due to weather, holidays, etc. If you do not receive your product within 10 business days please email us at info@northstrongcollective.com and we will make sure your North Strong gear gets to you as fast as possible.

TRACKING ORDERS

You should receive a confirmation email when your order has shipped. This will include a tracking number and a link to track your order on the postal service website.  If you do not see this email within 7 days of placing your order please contact us and we will look into the issue for you.

RETURNS

What is your return policy?

We do everything in our power to ensure that our products are of the highest quality and durability. If you receive your product are unsatisfied with the fit or colour, we will be happy to exchange your product at no additional charge. If you are completely dissatisfied with the product, we will do our best to rectify the situation but cannot guarantee a full refund. Please email info@northstrongcollective.com with the original Order Number, and reason for return (if looking for an exchange, please advise what style/size/colour you would like in exchange for the returned item) and we will provide the required instructions. Please do not mail any product back to us without first receiving an email reply from us.

How do I make a return?

*To begin the return process, please email info@northstrongcollective.com with the following:

Name on order:
Email on order:
Order # (if you purchased an item in person, please let us know the name of the event):
Date order was placed:
Reason for return:

Can I make an exchange?

We can exchange the item for anything of equal or lesser value (from any category) that is still shown as available on our site in your desired size (if lesser, the difference will be refunded to you). The original shipping charges are non-refundable, however, we will cover the costs to return the product and send you the replacement item. If there is currently nothing available that appeals to you as an exchange, we can issue you a gift code for the full purchase amount of the returned item that can be used towards anything on our site and does not expire.

When will my purchase be refunded?

Refunds will be issued immediately following an email outlining the refund amount. This process can take a few days to process – if you do not see the refund on your credit card/PayPal account within 5 business days please email us at info@northstrongcollective.com.

Are there any items that cannot be returned/refunded?

You can return or exchange any item we sell online or in person. We will be unable to accept any items that have experienced significant wear.

GIFT/PROMO CODES

How do I redeem my Promo Code?

After an item has been added to your cart, click "Proceed to Checkout" and you simply enter the Gift Code into the box on the right-hand side and click "Ok". This gift code must be entered before you reach the 3rd checkout page.

How long does my Promo Code last?

Most of our promo codes last for 7 days. If you received a personalized code that has now expired please email us at info@northstrongcollective.com with your name and code so we can look into the individual issue for you.

PRODUCT

How much of this is made in Canada?

Our products are produced in a number of countries around the world. All of our embroidery and printing is done in Canada as well as any of our handmade items. We try to source as many of our materials from Canadian companies as possible (banners, shipping materials, fabric, etc.).

Do you sell different items in person?

Usually no. For some of the events where we have a vendor booth we will have brand new items that are not yet available online. For the most part we have the same inventory for both in person and online sales.

SIZING

Do you have a size chart?

Yes, all our product pages contain a size chart. Please note that these size charts are provided from our manufacturer. If you have any questions regarding sizing or fit, please get in touch and we’ll do our best to guide you.

Will your apparel shrink?

Our shirts are all tri-blend and therefore maintain their size better than 100% cotton. Our wrist wraps are 100% cotton and will shrink if dried on high heat. To preserve your product’s original quality and size, we recommend washing all our products on cold and tumble drying on low or air-drying.

Do you have other sizes than what appears on the site?

At this time, the inventory you see online is what we currently have in stock. We do not currently carry children’s clothing.

ATHLETES

How do I become a sponsored athlete?

If you’re interested in becoming a North Strong sponsored athlete, please contact us through our social media channels or send us an email at info@northstrongcollective.com. We want to get to know you! Please include a brief biography of yourself, outlining both athletic accomplishments and other interests, as well as your social media handles. We will respond to your request from there and start sponsorship discussions.

How much of your profits support athletes?

25% of our profits from all sales go towards our North Strong sponsored athletes, and are split across our athlete roster.

AMBASSADORS

How do I become an ambassador?

If you’re interested in becoming a North Strong ambassador, please contact us through our social media channels or send us an email at info@northstrongcollective.com. Please include a brief biography of yourself, your business, your interests, and your social media handles. We will respond to your request from there to discuss ambassadorship opportunities.