General
What products are available at the University Canada West store?
UCW offers a variety of quality, UCW-branded apparel, accessories and stationery items, including t-shirts, sweatshirts, toques, bags, and more. You can check out the full product catalog on our website and make your purchase at our store at our West Pender Campus.
Ordering
How can I order UCW merch?
You can order merch at the UCW Store on the 11th floor of the West Pender Campus on Tuesdays from 2:30 to 4:30 pm. The campus is at 626 West Pender St. in downtown Vancouver. Online ordering is not available at this time but you can peruse our existing stock in the online store.
How can I pick up my previous order?
If you ordered an item, while online ordering was enabled, you can pick up your order by bringing a piece of government ID that matches the order and show your email confirmation. To the reception desk at the West Pender Campus.
Can someone else pick up my order on my behalf?
If someone else will be picking up your order, please send an email to shop@ucanwest.ca with their details, including their name and phone number . They will need to show the confirmation email and a piece of government ID when picking up the order.
Can I return or exchange items?
Purchased items are subject to our return policy (see below).
Can I leave items I want to exchange or return at reception?
Orders can be returned or exchanged only at the physical location on the 11th floor of the West Pender Campus, within the specified day and times (Tuesdays from 2:30-4:30 pm). We cannot accept any returns or exchanges outside of those times or at another location.
Shipping
Do you ship internationally?
At the moment, we do not offer shipping.
Returns
What is your return and exchange policy?
Returns within 30 days of delivery may be accepted if the item is in its new, unused and original condition, which includes all tags and packaging. We will reimburse the total order value, excluding return shipping costs. Clearance items are considered final sale and cannot be returned or exchanged.
How do I make a return or exchange?
To start a return, you can contact us at shop@ucanwest.ca. Email us with your order number, photos of the items to be returned and the reason for the return. Make sure the items you’re returning do not have any visible signs of use and have the original tags on. If your return is accepted, we will send you instructions on how and where to send your package with an included shipping label.
You will be responsible for the return shipping fees, which will be deducted from the refund or you can return the item in person. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at shop@ucanwest.ca.
When can I expect my refund?
We will notify you once we’ve received and inspected your return, and let you know if the refund is approved. If approved, you’ll be automatically refunded to your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.
More Questions?
In case you have additional inquiries, feel free to reach us at shop@ucanwest.ca. While we don't offer phone customer service, we will respond to your queries via email.
