1. DELIVERY METHODS & CHARGES

Standard Shipping is free for orders $79+ before taxes. Orders less than $79 will be charged a $8.99 flat-rate shipping fee (plus applicable taxes).

This is the time taken from you placing the order to it being delivered to your chosen address.

Exceptions apply to certain rural areas based on geographic location and environmental factors. During sale and promotion periods, delivery might take longer than usual.

PUBLIC HOLIDAYS

Orders placed on, or the day before one of these dates will have an extended delivery time of a few extra business days.

Our warehouses are closed on the following holidays and will not process orders until the next business day:

2. DELIVERY RESTRICTIONS AND INTERNATIONAL ADDRESSES

Orders are shipped on business days only. Business days are Monday to Friday, excluding national holidays. Orders placed between 10 am Friday and 7 am Monday (Eastern Time) will not be processed until Monday morning.

Due to logistical difficulties in making deliveries to certain remote areas, we reserve the right to cancel your order and make such orders subject to additional conditions (e.g. requiring a minimum order value).

During sale and promotion periods delivery might take a little longer than normal. When you order more than one product, your order might arrive in different packages and arrive on different days.

You will receive a notification in case of cancellation or in case of difficulties with processing your order shortly after the issue is identified.

Please note that your delivery address can be different from your billing address, as long as they are both in the same country.

We currently only offer shipments of orders within Canada.

3. PAYMENT METHODS ACCEPTED

We accept American Express, MasterCard, Visa, Apple Pay, PayPal and Afterpay for all online orders.

4. HOW DO I TRACK MY ORDER

Please allow at least 24 hours after receiving your shipment confirmation email before clicking the track & trace link. This gives the courier time to pick up your order from our warehouse.

Refer to your shipping confirmation email for instructions. You receive this email when your order has left our warehouse. You can check the status of your order with the track & trace code* provided in this email.

Possible status messages include:

*Please note that it takes at least 24 hours for tracking codes to be activated.

5. CAN I CHANGE OR CANCEL MY ORDER?

We are committed to getting your order to you as soon as possible. Therefore, once your order is placed, it immediately goes into a queue for processing, after which time it may not be cancelled or changed.

6. WHAT IS YOUR RETURN POLICY?

Returns are free! We will gladly accept your return of UNWORN merchandise. Original shipping charges incurred on your order are not refundable. Returns are shipped back to our warehouse through Canada Post. Returned footwear must be received at our warehouse in its original packaging and condition within 30 days from the date of purchase. Once returned footwear is received in our warehouse, it may take 15 - 20 business days for your refund to be processed.

Items that are purchased on our website cannot be returned to retail stores.

Start your return HERE.

What is your Defective Policy?

If you are dissatisfied with our product and feel there may be a defect, please fill in the Defective Product Form. Items with excessive wear and tear, material breakdown from extended time and/or use, or improper care will not be considered. Once your request has been processed, we will contact you via email with a Return Authorization Number and instructions.

Start your request HERE.

7. FOOTWEAR CARE & MAINTENANCE

To prolong the lifetime of our shoes/boot its very important to look after them and a vital part of that it cleaning and reproofing them.

CLEANING

Surface dirt such as mud and grit can be cleaned off with a shoe brush, an old toothbrush or nail brush, a little warm water and if needed a sponge/soft cloth. This should take care of the dirt and is fine to do once in a while

WASHING

Don’t wash your shoes in a washing machine. Remove the sock-liner or insole and wash it separately. This will help the inside of your shoe stay fresher. Laces can be washed and/or replaced. A number of brands have washing sprays/’dabbers’ that can also be used to assist the customer getting off all the debris i.e. Nikwax, Grangers etc.

DRYING

Don’t place them near a heating device such as a heater, radiator or in an airing cupboard. Direct heat will alter the shape of the shoe. Open out the shoe and then stuff the inside with kitchen paper or newspaper. The paper will absorb the water and leave to dry overnight.

REPROOFING

Whenever you clean a waterproof product its important to reproof it. A Merrell product with a waterproof membrane whether Gore-Tex or M-Select Dry will remain waterproof no matter what, however reproofing is still very important as it looks after the outer material and therefore you should reproof every time you clean your shoes as this will wipe away any remnants of a Durable Water Repellency (DWR coating).

The outer on any footwear is there to give structure to a product and to protect the waterproof membrane. If we do not reproof the product and the outer degrades then it wont be able to do its job of looking after the membrane and giving structure to the product.

8. HOW DO I LEAVE A REVIEW?

Choose the product that you have purchased and click into that product page. Scroll down, and in the section named 'Ratings & Reviews' click on 'Write a Review'. In there, you will be able to review the whole product experience from rating the product, reviewing it, and even leaving an image. Then click 'Submit' and your comments will be passed for reviewing.

9. LIVE CHAT

If you would like to speak directly to one of our customer service team, please feel free to use our Live Chat facility. Please note the Live Chat links will only appear when a member of the team is available. Our standard Live chat hours are Monday to Friday 8am-9pm and Saturday to Sunday 9am-6pm (Eastern Time).

10. HOW CAN I BE REMOVED FROM YOUR MAILING LIST?

Simply click on unsubscribe at the bottom of any email that is sent to you.

11. CONTACT US

Still have questions?

Call our Consumer - Customer Service department at 1-800-365-7282, Monday to Friday, from 8:30 AM to 5 PM (Eastern Time), or email us at WEBSPERRYCANADA@WWWINC.COM