I'm Having Trouble with My ReturnUpdated 5 months ago

It Says My Order Is Not Found-

If our returns portal is displaying "order not found," try the following steps:

• Make sure to include the prefix CDN#(exchange orders begin with EX-CDN) when entering the order number into our returns portal. Without that prefix, the system will tell you the order number does not exist.
• Make sure there are no extra spaces or characters before or after the order number.
• Do not include any -1, (1), -SH1 at the end of your order number.(The exception to this is exchange orders which will usually end in -1)
• Make sure the shipping postal code is correct

Submit Return Button is greyed out-

Customers must accept the return policy terms before a return can be submitted. Please review and agree to our return policy terms to complete your return. 

Item Shows as Already Returned-

If the item is showing as "already returned" in our portal, this means that the return has already been completed and a return label was generated. You should have received an email confirmation with a link to select either the QR code or print a return label. Be sure to also check your spam and promotion folders for this email.

*If you need to edit your return or exchange, contact us before you ship your return.*

I have 2 return labels for my order-

You are able to select multiple items in the same order for return. Once you have selected return or an exchange for an item you will then be taken back to your entire order where you can either add another product to return/exchange, or select "Continue with Return". 

Because each return/exchange is tied to the return label that is issued having multiple return labels means shipping each item separately.

Contact us at [email protected] before mailing back your items so we can assist you with combining your returns under 1 label.

I Didn’t Receive My Return Label or I Don’t Have a Printer-

Once you’ve successfully completed your return/exchange, you’ll have the option to select either a QR code or a print label on the return summary page.

You will receive a return confirmation email containing a link to these options, sent to the email address you used to place your order. Be sure to check your spam and promotion folders as well.

*The QR code/label will be available until the provided expiration date, so please mail back your return before then to avoid any complications.

Still Having Trouble?

If you’re still having trouble, please reach out to us at [email protected]. Include details of the item(s) you’re returning and specify whether you want an exchange or a return. For exchanges, please indicate the new size you’d like.