Frequently Asked Questions (FAQ)
What products do you sell?
At Glaciers Apparel, we specialize in premium men’s outerwear, including:
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Men’s trench coats
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Varsity jackets
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Leather jackets
Our collections focus on quality materials, durability, and timeless style designed for customers in Canada and the United States.
What is your shipping area?
We currently ship only within:
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Canada
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United States
We do not offer international shipping outside these countries at this time.
How long does delivery take?
For both Canada and the United States:
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Handling Time: 3–4 business days
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Transit Time: 3–4 business days
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Total Estimated Delivery Time: 6–8 business days
Delivery times are estimates and may vary due to carrier delays, holidays, or weather conditions.
Do you charge for shipping?
Yes. A flat shipping rate of CAD 15 is applied to all orders shipped within Canada and the United States.
The exact shipping cost will be clearly displayed at checkout before payment confirmation.
How do I track my order?
Once your order has been shipped, you will receive a confirmation email containing:
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Your tracking number
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Carrier details
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A tracking link (if available)
If you do not receive tracking information, please contact our support team.
What is your return policy?
We offer a 30-day return policy from the date of delivery.
To qualify for a return:
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The item must be in new, unused condition
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The item must be returned in its original packaging
Returns that do not meet these conditions may not be accepted.
Who pays for return shipping?
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If you change your mind, you are responsible for return shipping costs.
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If the item is defective, damaged, or sent in error due to our mistake, we will cover the return shipping costs.
Do you accept exchanges?
We do not offer direct exchanges.
If you would like a different size or style:
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Return the original item according to our return policy.
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Place a new order for the desired item.
When will I receive my refund?
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Refunds are processed within 10 business days after the returned item has been received and approved.
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Refunds are issued to the original payment method used during purchase.
Please note: Processing times may vary depending on your financial institution.
What payment methods do you accept?
We accept the following major payment methods:
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Visa
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MasterCard
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American Express
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UnionPay
All payments must be successfully authorized before order processing begins.
Are taxes included in the prices?
No. Taxes are not included in the listed product prices.
Applicable taxes will be:
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Calculated based on your shipping address
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Clearly displayed on the Cart and Checkout pages before payment confirmation
Is my payment information secure?
Yes — your payment information is completely secure.
We use trusted, secure payment processors and industry-standard security
protocols to protect your data during every transaction. All payment details are
encrypted and transmitted securely using PCI DSS-compliant systems, which
are the global standard for payment security in both Canada and the United
States.
How we protect your information:
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Secure SSL/TLS encryption for all transactions
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PCI DSS–compliant payment processing
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No storage of full credit card numbers on our servers
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Secure tokenization through certified payment gateways
Your payment data is encrypted, protected, and processed according to strict industry standards.
Can I cancel my order after placing it?
Orders can be canceled within 12 hours of placing the order, provided the order has not already been processed or shipped.
Once an order has been shipped, it cannot be canceled. You may return it according to our 30-day return policy.
What happens if my package is delayed?
While we aim to deliver within 6–8 business days, delays may occur due to:
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Weather conditions
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Carrier issues
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Public holidays
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High seasonal demand
If your package is significantly delayed, please contact us and we will assist you in tracking or resolving the issue.
What if my package is lost in transit?
If your tracking shows no movement for an extended period or confirms loss:
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Contact us immediately
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We will investigate with the shipping carrier
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If confirmed lost, we will offer a replacement or refund
What if I receive a damaged or incorrect item?
If you receive a defective, damaged, or incorrect item:
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Contact us within 48 hours of delivery
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Provide clear photos of the item and packaging
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We will arrange a replacement or refund at no additional cost
Do you offer order modifications?
Order modifications (size, color, address changes) are only possible within 12 hours of placing the order.
After processing begins, changes may not be possible.
What if I entered the wrong shipping address?
Please contact us immediately.
If the order has not shipped, we can update the address.
If it has already shipped, we cannot guarantee redirection, and additional carrier fees may apply.
Do you offer discounts or promotional codes?
Occasionally, we may offer promotional discounts.
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Only one promo code can be used per order.
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Discounts cannot be applied after an order is completed.
Are your products authentic and new?
Yes. All products sold at Glaciers Apparel are:
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Brand new
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Unused
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Quality-checked before shipment
We do not sell used or refurbished items.
Do you restock sold-out items?
Some items may be restocked depending on supplier availability.
If a product is out of stock, you may contact us for restock updates.
Do you require customers to create an account?
No. Customers may check out as a guest.
Creating an account allows:
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Faster checkout
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Order history access
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Easier tracking
How are refunds issued?
Refunds are issued:
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To the original payment method
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After the returned item is inspected and approved
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Within 10 business days
Banks or card issuers may require additional processing time.
Do you offer price adjustments?
We do not offer price adjustments on previous purchases if items go on sale after purchase.
Are there customs or import fees?
For shipments within Canada and the United States:
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No additional customs duties are expected
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Applicable taxes are calculated at checkout
Is my personal information protected?
Yes. We follow strict data protection practices and only collect necessary information required to process orders.
Your information is never sold to third parties.
How can I contact customer support?