Frequently Asked Questions


Miscalculated shipping fees?

Some customers may notice a miscalculated shipping fee attached to their order. We are working on resolving this as quickly as possible. In the meantime, you are welcome to go ahead and place your order anyway - our customer service team is reviewing each order and will refund any additional shipping fees as soon as possible.

Questions? Please contact us via our chat or email:

How long will it take to receive my order?

Most orders are processed and shipped within 24 hours, but this may take up to 3 days.

Canadian orders are shipped via Canada Post - most deliveries take approximately 2–7 business days, depending on your address. A shipping confirmation email with tracking information is sent when packages are shipped.

If you are shopping from the United States, please see our shipping information here.

Estimated delivery dates do not include processing time. Shipping times and delivery dates are estimated based on quotes provided by Canada Post and are not guaranteed.

Shipping charges are not refundable if package arrives after estimated delivery date.

How much does shipping cost?

Canadian orders $95 or more (before tax and after discount) receive FREE Expedited Shipping. Once shipped, your order will arrive in approximately 2–8 business days.

Orders less than $95 ship via Expedited Shipping cost $12.00 + tax.

Shipping charges are not refundable if package arrives after estimated delivery date.

If you are shopping from the United States, please see our shipping rates and information here.

Where do you ship?

Within Canada, we ship via Canada Post. Your PO Box number must be provided if you have one. Please contact us for more details or if you have any questions.

We also ship to the United States. Please see our US shipping information for more details.

How do I fix a mistake on my shipping address?

As long as your order hasn’t shipped, we can make changes or modifications to your address. Please contact us immediately with your invoice number.

WRONG ADDRESS DISCLAIMER: It is the responsibility of the purchaser to make sure that the shipping address is correct. If you provide the wrong shipping address, please contact us as soon as possible to attempt to correct the address. Once the package is shipped, we cannot guarantee that Canada Post will be able to change the delivery address.

There may be a fee to correct the address once it has left our shipping facility and is in transit with Canada Post. If the item has arrived back at our facility ("return to sender") there may be additional shipping charges required to re-ship your package. Please note that since we ship with Canada Post, if you have a PO Box, you must provide it as the shipping address since Canada Post will not deliver to the street address if that information is not provided.

Will I receive a tracking number?

Once your order has shipped, you will recieve a shipping confirmation email which will contain your package's tracking number.

What do I do if I suspect my order might be lost?

Please contact us with your order number if you suspect your package has been lost. A customer service representative will open a lost package claim with Canada Post. All lost package investigations may take approximatley 15 business days to resolve with our shipping partner. Packages which were travelling to the US may take longer to investigate into. Investigations must be complete in order to send refunds or replacement product.

Why did my order ship in muliple shipments?

Most orders will ship from a single location. However, we will occasionally ship from multiple locations, so you may receive your order in multiple parts. If items from your order are shipped from multiple locations, we will send you tracking information for each package as they become available.

You will receive a shipping confirmation for each package that is sent. Click "Track My Order" in your shipping confirmation email to see the status of all the shipments from your order.


Where is my order confirmation?

Your order confirmation email will be sent to you after you place your order. Please allow a few moments for the email to send.

If you don't see your order confirmation in your inbox, please check your junk/spam folder. If you still can't find it, please email

Why was my order fully/partially cancelled?

Our inventory is constantly updating and sometimes an item sells out faster than it updates on the site. If this occurs to your order, we’ll send you an email with your updated invoice.

How can I cancel my order?

Your order may be cancelled as long as your order hasn’t shipped. Please contact us to submit a cancelation request.

We are not able to cancel an order once it has shipped, but you can return it to us once it arrives.

What is your return policy?

We accept returns within 21 days of their delivery date. Sale items are also eligible for return/exchange. Items must be in unworn, unwashed, and original condition. Proof of purchase is required. Exclusions may apply see our returns page for more details. Original shipping fees, if any, are not refundable.

Holiday return policy may apply see our returns page for more details.

How do I make a return?

You can return your item(s)to your local Below The Belt store or via mail. Proof of purchase is required. In store returns are complimentary and mail returns are $12+tax. Submit a return label request to return via mail.

For more information, see our returns page.

Where is my welcome discount code?

When you sign up for our newsletter, we will send you a subscription confirmation email. Please confirm your subscription and then you will automatically be sent your welcome discount code in an email called "Welcome to Below The Belt".

If you can't find your welcome discount code, please check your junk/spam folder. If you still can't find it, please send us an email.

How do I get a welcome discount code?

Please sign up for our newsletter to receive a discount code on your first online order.

How do I return/exchange a gift?

Items received as a gift may be returned or exchanged in store with a proof of purchase. Exchanges are issued to a Gift Card and are only then only valid for in-store purchases. Gift Cards are not valid online. Returns can only be processed to the original method of payment.

In Store Pickup

What do I need to pick up my order?

To pick up your order, you will need a copy of your Ready for Pickup email (either on your mobile device or printed) and a piece of ID. We will verify that the name on your order matches the name on your ID to make sure it is going to the correct person. If you would like someone else to pick up your order for you, please reply to your Ready for Pickup email with their full name.

When will my order be ready to pick up?

It typically takes 24 hours to prepare you order for pickup. Please wait until you receive the Ready for Pickup email prior to proceeding to the Below The Belt location to pick up your order.

Can someone else pick up my order for me?

You can have someone else pick up your order for you. Please contact the store prior to their arrival so it can be verified that your order is going to the correct person. We may refuse pickup of your order if we do not have this information.

How long do I have to pick up my order?

Your order will be held for up to 1 week once the order is ready for pickup. Orders that are not picked up after 1 week will be refunded back to the original method of payment.

Am I given a bag when I pick up my order?

We encourage you to go bag-less or bring your own bags when picking up you order. We have sustainable and reusable bag options to available for purchase in-store.

Can I return an order I picked up?

You can return an order you picked up at any Below The Belt location within 21 days of the pick up date. Item(s) must be in original, unworn, and unwashed condition. Return will be processed to the original method of payment.

Why can’t I pick up my order?

All items in your cart must be available at the same Below The Belt location in order to be eligible for in store pickup. If you are unable to choose the in-store pickup option, one or more items in your cart are not available at a location near you. We do not offer ship-to-store pickup currently.


Do you accept Below The Belt gift cards online?

We do not sell or accept Below The Belt Gift Cards online. Gift cards are only sold and accepted in-store.

How do I check my gift card's balance?

To check the balance of your gift card, please proceed to any Below The Belt location, or send a picture of the back of your gift card to Please note that gift cards are not accepeted or sold online.

Do you process provincial tax exemptions on online orders?

PST will be automatically deducted from children's items if you are shipping to a qualifying region. We are not able to provide tax exemptions for adult sized clothing that is purchased for children online.

If you believe you qualify for a tax exemption that has not been automatically applied, reach out to us at

Can I use my discount code in-store?

Discount codes are applicable to online purchases only and cannot be combined with other discount codes, promotions, or offers.


How do I know if an item is still in stock?

If an item is sold out online, we can always check your local Below The Belt store’s inventory. Contact us.

You can sign up for our newsletter to find out when items are back in stock or you can sign up to get a restock notification for a specific item.

When do you get new arrivals?

We are always getting new styles, colours, and brands!

Check out our New Arrivals page to see the latest additions, subscribe to our newsletter, follow us on social media, or head over
to a store near you to check out what’s new.


How do I apply?

Apply online or in-store (find a store near you).

I still have a question. How do I contact you?

Please contact us here. Support hours are Monday-Friday between 8:00am-4:00pm MT. Closed on holidays.

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