Order Info.
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Warranty and Returns
You can be rest assured on the quality of the products you purchase from ECO Outdoor Sports. All the products we sell have a lifetime warranty against manufacturers defects and workmanship for the life of the product with the exception of footwear, which has a one-year warranty. If a warranty is required, we will repair or replace the product for you at no cost (shipping fees may apply).
Warranties may be brought into any of our stores for processing or mailed to us using the following Return and Exchange process. Please allow 5 weeks for processing warranties.
If you have any questions about our warranty, return or exchange policy, please email us at customer service or call us at 1-866-886-7456.
Returns and Exchanges
Merchandise purchased from the online store may be returned by mail post dated within 14 days of receiving with the merchandise in 'New Condition'* with the tags still attached and a copy of the original purchase receipt. ECO Outdoor Sports will not be responsible for products damaged or lost in transit. Returns and exchanges can not be made at any of our retail stores, however you may bring the items to one of our stores and they will arrange transport back to our office. The retail stores Can Not process the refund on the spot.
Merchandise purchased from the retail locations must be returned to one of the 3 retail locations in Vancouver within 14 days of purchasing. If you can not make it to the retail store, you must contact the store from which you made the original purchase to arrange for return.
*New Condition: Items must be unworn (aside from trying on), intact, and absent of any odour including but not limited to: perfumes/colognes, cigarette smoke, etc. All tags must be intact and attached to the item.
Any item not adhering to the above return policy will be shipped back at the receiver's expence.
Please do not send return or misshipped items by anything other than regular surface post unless otherwise instructed by Eco staff. In cases where re-imbursement is due, unless otherwise instructed, Eco will only cover the regular post shipping charges.
Clearance Items
Clearance items are sale items discounted by 30% or more. Clearance items may be returned with the tags still attached and a copy of the original receipt within 14 days of purchase for an exchange or an in-store credit only.
Returning by Mail
Within Canada
All return shipping costs are the responsibility of the customer. Return items must be sent prepaid via Regular Parcel Post or a courier of your choice. If the package is sent back postage due, your refund will be the total less return postage cost. Please insure your parcel adequately to accommodate for lost or damage during transit. If you are shipping via Canada Post, insuring your parcel will also allow you to track it.
If you are sending merchandise back for an exchange, please include written authorization to charge the credit card for return shipping.
Please note we cannot accept cheques or CODs and your parcel will be refused
From outside Canada
Return items from outside Canada must be shipped prepaid, by insured Surface Mail post dated within 14 days of receiving the merchandise in its original packaging in new condition with the tags still attached and a copy of the original purchase receipt. Please write "Canadian Goods Returning" on the outside of the package to avoid unnecessary delays.
If you are sending merchandise back for an exchange, please remember to include sufficient payment for the return postage. Please contact your local customs office for information about any taxes or duties that may be assessed on a return shipment.
Please do not return items by UPS or other carriers, as duty and/or brokerage fees will be charged, and your return will be refused by ECO Outdoor Sports.
Mail Returns to this address:
ECO Outdoor Sports
Product Return and Exchange Dept.
2136 West 4th Avenue
Vancouver , B.C.
V6K 1N6
Note: Please include a brief note on why you are returning the product and an email address in which we may notify you on the progress of your return.
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| Shipping Chart |
| Order Total | Regular Post | Express 3-5 business days | Pick up |
| $0-$300 | $9.00 | $19.00 | Free |
| $300.01-$500 | $11.00 | Free |
| $500.01-$1000 | $14.00 | $29.99 | Free |
| $1000.01-$2000 | $18.00 | Free |
| $2000.01-$3000 | $24.00 | Free |
| Over 3000.01 | Please Call | Please Call | Free |
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| Tents |
| When ordering tents, oversize backpacks or sleeping bags, additional shipping as below: |
| Order Item | Regular Post | Express 3-5 business days | Pick up |
| 1-3 persons tent | $14.00 | $30.00 | Free |
| 4+ persons and Family camping | $24.00 | $63.00 | Free |
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| Sleeping Bags |
| Order Item | Regular Post | Express 3-5 business days | Pick up |
| 1-2/3-4 seasons | $12.00 | $25.00 | Free |
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| Oversize Backpacks |
| Order Item | Regular Post | Express 3-5 business days | Pick up |
| Oversize Backpacks | $12.00 | $25.00 | Free |
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| USA shipping |
| Order Total | Ground | |
| $0-$1,000.00 | $19.00 | |
| over 1,000.01 | Email or Call | |
All orders to the USA are shipped by regular ground shipping. Orders shipped to the USA are not subject to Canadian taxes. All orders pass through customs and might be subject to import duties, taxes, and custom processing fees. Recipients are responsible for paying such fees.
*We do not ship The North Face products into the United States. |
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| International Shipping |
| Order Item | Regular Post | Express Options/Air Freight |
| Regular Items - Regular Price | $45.00 | Email or Call |
| International Shipping - Oversize Items |
| Order Item | Regular Post | Express 3-5 business days |
| Luggage/Large Packs/Tents | $90.00 | Email or Call |
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*International orders may be subject to Custom taxes and fees.
*International shipping may take 2-3 months in some cases, as it our standard is to use surface shipping.
*Oversized Items
In some cases, the item orderd is much larger or heavier then our 'oversized' catagory accounts for. The amount calculated at checkout should be considered correct if different from this chart
Please note that certain products or orders are too large, too fragile or too heavy to be shipped through the postal system. We will inform you if your order requires extra freight.
*Remote of Rural locations
The cost of shipping to remote or rural locarions around Canada is often higher then the standard shipping fee. If there is a large difference between the cost of shipping and the shipping price paid, you will be contacted regarding the difference.
On multiple item orders we will do our best to condense your freight to reduce shipping charges. We will inform you if we are able to reduce your freight charge and credit you the difference.
Please contact us if your require more information on rates and delivery options. |
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Contact US
Customer Service:
2136 West 4th Ave.
Vancouver, B.C. V6K 1N6
Tel:1.866.886.7456(English/French:Mon-Fri)
email customer service
| Retail Stores
Store locations and hours*:
The North Face Store - DOWNTOWN:
792 Granville Street,
Vancouver, B.C. V6Z 3C3
Tel:604.677.4770
Hours:
M-W:10:00-7:00;Thur-Fri:10:00-8:00;Sat:10:00-7:00;Sun:11:00-7:00
Eco Outdoor Sports on Broadway:
202 West Broadway
Vancouver, B.C. V5Y 3W2
Tel:604.875.6767
Hours:
M-W:10:00-6:30;Thur-Fri:10:00-8:30;Sat:9:30-6:30;Sun:11:00-5:30
The North Face Store - KITSILANO:
2136 West 4th Ave.
Vancouver, B.C. V6K 1N6
Tel:604.677.6269
Hours:
Mon-Sat:10:00-6:00;Sun:11:00-6:00
*Hours are subject to change. Please contact the store ahead of time.
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