Frequently Asked Questions


SHIPPING

How long will it take to receive my purchase?

We try to have your order shipped within 1 business day, but processing times range from 1-3 business days. All shipments are EXPEDITED, with deliveries taking 1-7 business days. Depending on where you live in Canada it could take up to 7 business days (weather permitting) and may take up to 13 days for remote locations.

After shipping we will send you a Canada Post tracking number for the most up-to-date estimate of when your order will arrive.

If you choose to ship your order to a Below The Belt store for pick up we will not be able to provide tracking, but you may email info@belowthebelt.com for updates. Please note for "Ship to Store" orders for in-store pick up: if you do not pick up your package within 30 days of it's arrival at the store we may refund your order and return the package to our distrubtion centre.

How much is shipping?

If your order is $75 or more before tax, SHIPPING IS FREE! You can also ship an order of any value to a Below The Belt store for FREE in-store pick up as well! Otherwise, for orders under $75 our flat shipping rate is $12.00 plus tax anywhere in Canada. There are no duties or import fees. 

Where do we ship?

Currently, we only ship within Canada. Email us at info@belowthebelt.com for more details or if you have any questions.

There is a mistake on my shipping or billing address, how can I fix that?

As long as your order hasn’t shipped we can make changes or modifications to your order. Please contact us immediately with your invoice number at info@belowthebelt.com or call 780-469-5301.

WRONG ADDRESS DISCLAIMER: It is the responsibility of the purchaser to make sure that the shipping address is entered correctly. If you provide the wrong shipping address please contact us at info@belowthebelt.com as soon as possible to attempt to correct the address. Once the package is shipped, we can't 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, or 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 in that case

Will I receive a tracking number?

You will receive a tracking number from Canada Post as soon as your order ships as long as you provide a valid email or cell number. 

Ship to store orders will not receive any tracking information, but you may email info@belowthebelt.com for updates.

I suspect my order might be lost, what should I do?

Please email us immediately at info@belowthebelt.com with your invoice number if you believe your order is lost.  A customer service representative will open a lost parcel ticket for you. All lost parcel tickets may take up to 15 days to resolve. 

PRODUCT

Why have some items been cancelled on my order? Why is my order cancelled?

Our inventory is constantly updating and sometimes an item sells-out faster than we can update the site. If this occurs to your order, we’ll send you an email with your updated invoice. We do not consider orders to be final until they are fully shipped; we do not take final payment until an order is fulfilled and shipped. During the processing time, we may cancel an item from your order.

How can I cancel my order?

Changes and cancelations to your order can happen as long as your order hasn’t shipped. Please contact us at info@belowthebelt.com to put in a cancelation/change request. We are not able to cancel an order once it has shipped, but you can return it to us once it arrives! We also have a great return policy. See “Returns” on the website. 

I no longer see the item I was looking at online. Is it still available?

If an item is sold out, we can always check your local Below The Belt store’s inventory. Contact us at info@belowthebelt.com and we’ll help to track it down.

When do you get new items in?

We carry the latest styles from the top brands so we are constantly updating our inventory. CHECK BACK OFTEN!

If you've seen an item in a Below The Belt store that you don't see online please contact us; we would be happy to facilitate your online purchase of any item currently in stock at a Below The Belt store.

Can I use my online coupon in store?

Unfortunately, online coupons are applicable to web purchases only. 

PAYMENT

Do you accept Below The Belt gift cards?

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

Do you process provincial tax exemptions on online orders?

Unfortunately online orders are not eligible for provincial tax exemptions for any reason. If you would like to shop and receive a tax exemption as per your province's legislation, please visit us in store.

RETURNS AND EXCHANGES

Please refer to the Returns & Exchanges section for all return information.

https://www.belowthebelt.com/pages/returns

Please note that while we do our best to capture the most accurate possible image of products on our site, you may find that products or colours differ slightly from photographs online.

CONTACT

I still have a question that wasn’t answered. Who can I contact?

Please email info@belowthebelt.com or call Customer Service at 780-469-5301 to get an answer to your questions.
Support hours are Monday-Friday 8:00 am to 4:00 pm MST