Frequently asked questions

Ordering and payment

Where can I find my order confirmation?

We email it right after you order. Check your inbox and spam folder for the address you used at checkout. Can't find it? Email us.

Can I change or cancel an order?

Email us your order number and the change as soon as you can. Whether we can still change it depends on whether your order has been processed.

What if my payment is declined?

Check your card details and try again, or choose another payment method at checkout. Your bank can tell you why a payment was declined.

Delivery

How much is delivery?

Delivery is free on every order to Canada.

When will my order arrive?

Most orders arrive in about 10–13 business days. We process your order within 1 business day. Customs, carrier delays and public holidays can add time.

How do I track my order?

You get a tracking link by email once your order ships. See Track your order for help.

Returns and problems

How do I return something?

You have 30 days from delivery. Email us your order number and the items, and we'll send the return instructions and address. Please don't send anything back before you hear from us.

Who pays for return shipping?

If an item arrives damaged, faulty or wrong, we do: tell us within 30 days of delivery. For other returns, you arrange and pay the return shipping. This doesn't affect your rights under the law. See our returns and refunds policy.

What if an item arrives damaged?

Email us your order number, a short description and photos of the item and the packaging, so we can help.

When do I get my refund?

We process refunds within 5 business days of receiving the return, to your original payment method. Your bank may need a few more days to show it.

Sizes and help

How do I choose a size?

Use the size guide on the product page. It lists measurements in inches and centimetres; compare them with a piece that fits you well. Some items use EU or UK sizes, so go by the guide rather than your usual size. No size guide yet? Email us before you order and we'll help you choose.

How can I reach Birchwood?

Email support@birchwoodoutfitters.com. We usually reply within 24 hours, Monday to Friday.