ONLINE ORDER FAQ'S - ANSWERS
1. How will I know when my online order has been shipped?
ANSWER: You will receive an email notifying you that your order has been shipped.
2. How will my online order ship?
ANSWER: On the Checkout Page, your shipping options will be listed above the space where you enter your credit card information. You must select one of the shipping options before you can submit your order.
3. How long does the online order return process take?
ANSWER: We process returns the same day that they are received in our office during regular business hours. Your credit card will be credited immediately upon receipt of your return.
4. If I buy online, can a store do my exchange or refund?
ANSWER: Yes! You must present the Shipping Notice from your online order. If you are hoping for an exchange, please contact the store you intend to visit ahead of schedule to ensure that they have the item you hope to exchange for.
5. Do I have to pay for shipping for my online return?
ANSWER: Yes.
6. How long does it take for a credit to show on my credit card for my online order return?
ANSWER: Since we process returns the same day that they are received in our office during regular business hours, your credit card should be credited immediately upon receipt of your return.
7. I have a problem with an item I purchased online. What should I do?
ANSWER: Please contact us immediately to discuss your options, either by email at customerservice@tqg.ca, or by calling 1-866-925-6880 during regular business hours, Monday through Friday, 8:30 a.m. (Central Time) - 5:00 p.m. Please have your order # available for reference.
8. How soon will my online order get shipped?
ANSWER: We try our best to ship the same day that we receive your order if your item is in stock.
9. Can I cancel or make a change to an order I already placed?
ANSWER: Yes, but contact us immediately before your order is shipped. We try our best to ship the same day that we receive your order if your item is in stock. Even if your order has been processed, but not shipped, we can cancel your order and reverse any credit card charges that may have been processed.
STORE RELATED FAQ'S - ANSWERS
1. If I buy an item at Quarks, can I return it to Urban Trail or West Point, or vice versa?
ANSWER: No. You must return your purchase to the same type store. A West Point purchase may be returned to any West Point location. An Urban Trail purchase may be returned to any Urban Trail location. An item purchased at Quarks may be returned to any Quarks location. Normal Return Policies apply.
2. What is the return policy for an item I purchased at one of your locations?
ANSWER: Click on the following link to read our full Return Policy Page - Return Policy
3. I have a problem with an item I purchased at one of your stores? What can I do?
ANSWER: Please contact the store where the shoes were originally purchased to discuss your situation. Please have your sales receipt available for reference.
