How can we help?
Patagonia Halifax customer service reps are available weekdays and weekends during our business hours. For frequently asked questions on shipping, orders, returns and exchanges scroll down the page to find answers.
Email us at service@PatagoniaHalifax.ca or by using our Contact Us Form on this page.
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Frequently Asked Questions
1 SHIPPING INFO
1.1 How do I track my order?
You will be emailed the tracking number shortly after your order ships. To track your package, follow the tracking link in your email or input your tracking number into the carrier’s website.
1.2 Can I ship internationally?
We encourage all customers to shop for Patagonia gear within their country or locale. Unfortunately we cannot ship outside of Canada.
1.3 What are your shipping rates?
At this time all of our shipping is free. Enjoy!
1.4 How long will it take for my order arrive?
Delivery times can vary depending on the shipping method selected in checkout and the destination of your package. If you selected our free shipping option, please note that it can take up to 10 business days to arrive*.
Also, please be aware that weather, shipping holidays, peak shipping seasons and incorrect billing information can delay the shipment of your order.
*Remote locations in Canada usually require an additional 1-3 business days for shipping.
1.5 Holidays may delay shipments
|January 01, 2018
||New Year's Day
|February 12, 2018
British Columbia Only
|February 19, 2018
||Islander DayPEI Only
|February 19, 2018
Ontario, Saskatchewan, New Brunswick and Alberta Only
|February 19, 2018
||Louis Riel DayManitoba Only
|February 19, 2018
||Nova Scotia Heritage DayNova Scotia Only
|March 30, 2018
|May 21, 2018
|June 24, 2018
||St. Jean Baptiste DayQuebec Only
|June 25, 2018
||Lieu Day for St. Jean Baptiste DayQuebec Only
|July 1, 2018
|July 2, 2018
||Lieu Day for Canada Day
|August 1, 2018
||Regatta DaySt. John's Newfoundland Only
Date subject to change depending on weather conditions.
|August 6, 2018
||Civic HolidayAll provinces except Quebec and Newfoundland
|September 3, 2018
|October 8, 2018
|November 11, 2018
||Rememberance DayAll provinces except Quebec and Ontario
|November 12, 2018
||Lieu Day for Rememberance DayAll provinces except Quebec and Ontario
|December 25, 2018
|December 26, 2018
|January 1, 2019
||New Years Day
2 RETURNS & EXCHANGES
2.1 What is your return policy?
If you are not satisfied with any of our products at the time you receive them, you can return the items within 30 days of purchase.
All returns/exchanges must have proof of purchase and be in saleable condition. Products must be returned without stains, scuffs, tears or, smells and, have not been washed or worn. Tags must be attached and not damaged.
2.2 Does Patagonia Halifax offer exchanges?
Due to fluctuating inventory levels, we are unable to offer direct exchanges. The most efficient way to ensure you get the item you are looking for is to return your purchase for a refund to the original form of payment and place a new order on patagoniahalifax.ca. This will guarantee you get the item, color and size you need before we sell out.
If you need help with the replacement order, please contact Customer Service. We are happy to help you with a seamless transaction and any questions you may have.
2.3 How do I return my item?
To send your item(s) back to Patagonia Halifax please contact our online customer service department by email firstname.lastname@example.org with your order number and to obtain a free pre-paid return shipping label. Once received please attach the prepaid Return to Sender label to the outside of the box. You can also drop your parcel off at your local Canada Post or purolator. Once we receive your parcel, we will process the return.
For any billing needs, we will contact you via email or phone using the information provided. Please include your invoice, receipt or any other form that shows the value of items to ensure you are credited correctly. Any item without receipt or proof of purchase will be credited at the last sale price in the form of a gift card. We are unable to refund credit card purchases beyond 30 days after the original purchase date. If the original purchase was paid for by credit card, and returned within 30 days of the original purchase date, Patagonia Halifax will credit the card for the returned item(s) upon receipt.
2.4 How long will it take for my return to be processed?
We do our best to completely process returns within 7 business days of the date they arrive. During high traffic periods, it can take up to 14 business days for a return to be processed. Please note: Depending on your bank, refunds may take 3–7 business days to appear on your account.
2.5 How do I return my waders?
We stand behind everything we make, including our waders. If you are not completely satisfied with your waders at the time of purchase you are welcome to send them in for return. We ask that waders returned for size or fit are in new condition with tags attached. Get started on our returns and repairs page
If your waders fail due to construction or material defects, you are welcome to send them in for warranty evaluation. We are not responsible for normal wear and tear, nor accidents such as the occasional run-in with thorns or barbed wire. We promise to evaluate your waders thoroughly and fairly, and ask that you do the same if your waders have worked hard for you and earned their retirement.
If you’d like to send your waders for a warranty evaluation, get started on the returns and repair page. You can also download our at home wader repair guide for more warranty and care information.
3.1 How can I check my order status?
We’re happy to update you on the status of your order! If a valid email address is provided at the time you place your order, you will receive an email confirmation followed by a shipping notification that includes tracking information for your package.
3.2 Why didn’t I receive my order confirmation or shipping confirmation email?
If a valid email address is entered at checkout, you will receive an email notification when your order has been submitted, followed by shipping and tracking information once the order has shipped. If you do not receive these emails, please check your spam/junk folder. These emails can be manually forwarded to an updated email address by contacting customer service.
3.3 How long will it take to process my order?
We begin to process orders immediately upon receipt. Orders are processed Monday–Friday and ship out within 1–2 business days.
3.4 Will I be charged for the portion of my order that did not ship?
Patagonia Halifax will authorize your card for the full amount of your order at checkout. However, if we are unable to fulfill any portion of your order, we will notify you by email and charge only for the portion of your order that ships. Any pending authorizations for the unfulfillable item(s) will drop from your account within 3–5 business days (depending on your bank’s processing times).
3.5 Can I cancel or make changes to my order after placing it?
We process, pack and ship orders as quickly as possible. If you need to make changes or cancel an order, please contact call us at 902-422-2060 as soon as possible.
Please note that we are unable to cancel an order once it has been shipped.
4 BUY ONLINE PICKUP IN STORE
4.1 What is In-Store Pickup?
In-Store Pickup is another way we are allowing customers to shop in a way that fits their schedule and lifestyle. You can place an order online and then swing by the Halifax store to grab your order later that day or the next day without having it shipped. With In-Store Pickup there’s no shipping cost, no waiting for a delivery, and no risk of your items being out of stock when you visit us. It's also a great way to connect, find out what we are up to in the community and get involved.
4.2 What do I need to bring to pick up my order?
A digital or print copy of the confirmation email and a photo ID.
4.3 How do I know when my order is ready for pickup?
You will receive an email letting you know your order is ready.
4.4 Can someone else pick up an order for me?
Yes. If someone other than the person who placed the order is picking the item up, they need a digital or print copy of the confirmation email and a photo ID (their own) to grab the order. This way we know who picked it up.
4.5 Where can I pick up my order?
Once you arrive at the store, check in with a retail associate and they’ll take care of you.
4.6 Can I make changes to my pick-up order after placing it?
We are happy to help cancel or place a new order for you. To do so, you can call the store you are picking up from, or Customer Service.
4.7 What happens if I am unable to pick up the order within the pick-up window?
Orders or items will be restocked. However, if you miss your pick-up window, you can place a new order online or purchase the item in-store if it is still available.
5.1 How do I change my password?
Log in to your account from the Account "Login/Register" page and click the “Forgot Password” button found on your My Account page. Enter the email associated with your account and you’ll be sent an email with a link to update or change your current password.
If you are not seeing a password reset email, verify that your email address was entered correctly, or check your spam or junk folders.
5.2 How do I unsubscribe or change my email preferences?
To change your email preferences, simply click the “Unsubscribe” or “Update My Preferences” link found at the bottom of any promotional Patagonia Halifax email.