General 

What products are available at the University Canada West online store?

Our online store 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.

 

How can I place an order on the online store?

You can easily shop and place an order on our online store by browsing our product categories, selecting the items you want, adding them to your cart, and completing the checkout process. We accept credit card payments through Shopify.

 

Orders

There was a problem with my order when it arrived. What should I do?

Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you've received the wrong item. We will evaluate the issue and make it right.

 

How can I check the status of my order?

When your order has shipped, you will receive an email notification from us, which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within ten (10) business days of receiving your shipping confirmation email, please contact us at shop@ucanwest.ca with your name and order number, and we will look into it for you.

 

When will my order arrive and how can I track it?

Orders will be processed within 5 business days, and a tracking number will be sent via email once the order is shipped. Please allow 48 hours for the tracking information to be updated.

 

Pick up

 

Where and when can I pick up my order?

You can pick up your order at the UCW Store on the 11th floor of the West Pender Campus from 2:30 to 4:30 pm on Mondays, Thursdays and Fridays.  Please wait until you’ve received confirmation that your order is ready for pick up before coming.  

 

How can I pick up my order?

To pick up your order, bring a piece of government ID that matches the order and show your email confirmation.

 

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 items ordered for pickup?

Items purchased online and picked up are subject to the same return policy as other UCW merchandise.

 

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 days and times. We cannot accept any returns or exchanges outside of those times.

 

Shipping

Do you ship internationally?

At the moment, we only offer shipping within Canada. Please stay tuned for future updates.

 

Are shipping costs included?

Shipping fees are not included in the cost of merchandise. The cost of shipping will be calculated and presented during the checkout process.

 

Who are your shipping partners within Canada?

We ship with Canada Post and UPS.

  

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. 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.