As we are experiencing a very high volume of demand, we have gathered several answers to common questions. Please read it before contacting us.
We are proud to be able to process any new order within 1-2 business days.
1- Unfortunately we cannot modify an order already placed, to add items, you will have to place a new order. Please note that we cannot guarantee that your orders will ship together due to the high volume.
2- We are sorry for any inconvenience caused by our carriers. Indeed UPS and / or Canada Post have shortfalls in their deliveries caused by the current situation of the covid-19 (lack of personnel, excess of delivery etc ...). We are in daily communication with them but it is really beyond our control. If we could deliver the orders ourselves but we are, like you, dependent on them.
3- We cannot take any orders over the phone. You must place your order online.
4- The masks are pale gray / white color as presented on our site, there is no choice of color or choice of size. Their size is generally suitable for children 8 years and older.
5- There is no tracking # for orders with shipping costs of $ 2.50. These orders are shipped in an envelope with a stamp. This shipping option is no longer available.
Thank you for your understanding.
IMPORTANT: please provide us with your name and order number when you contact us
For questions about tracking your order.
Write to firstname.lastname@example.org
If you have placed your order online for more than 3 weeks and have not received your package, you can contact us at this email address : email@example.com Due to the high order volume that we currently have, we ask you to be patient. The delays of our carriers have also increased. If you have received a UPS, Purolator or Canada Post tracking number, please contact the UPS, Purolator or Canada Post websites for tracking and any delivery times.
Please note that you will receive a tracking number for UPS, Purolator or Canada Post orders (except Canada Post orders at $ 2.50).
Canada Post $2.50 orders do not have a tracking number.
For questions regarding a cancellation of your order.
Write to firstname.lastname@example.org
For volume purchase questions
Write to email@example.com
TABLE OF CONTENT
Free shipping on all orders over $150.
Purolator Standard Parcel
Package with tracking number
Delivery: Order processing time + delivery generally in 2-7 working days
To check the status of your order, please log into your account here.
Once you have placed your order, you will receive an email confirming shipping and a tracking number, you will be able to track your order from the Canada Post website.
RETURNS & EXCHANGES
Returns accepted within 30 days of the date of purchase.
For a return please email us at firstname.lastname@example.org
For hygienic reasons, no returns or exchanges on our masks and our 3-hours Advanced Hygiene and Barrier System Foam.
HOW TO PROCEED
Simply follow the return procedure below to receive your pre-addressed and free return label.
1) Contact our Customer Service Team
By e-mail at email@example.com
By phone at 1 866 528-4655, from 9:00 am to 4:00 pm (EST) Monday to Friday
2) Pack the item to be returned and include the Return Number that our Customer Service has provided to you.
3) Forward your package to the following address using the return label provided by our Customer Service Department (If returned within 30 days):
Laval, Quebec, Canada
Products returned must be in new condition.
To accept a return, the product must be in new condition, ie, in the same condition as, for example, in-store you try a garment and decide not to buy it. Your return constitutes a fitting and the returned product must be in perfect condition.
Due to the nature of many of our products, you must, for reasons of hygiene, do the fitting over your underwear. We reserve the right not to credit the return fee if we find that the condition of your returned product is unsatisfactory.
To note; If you purchased your EC3D gear at one of our retailers, you will need to plan to return it to your retailer.
3 MONTHS – PREMATURE WEAR
Contact us if, despite our vigilance, you receive a defective garment (a defect affecting the seams or fabric, for example). We will replace it at our cost. Obviously, wear resulting for improper use or abuse (see section on How to adjust your garment) is not covered by this guarantee.
6 MONTHS – GUARANTEED COMPRESSION
The calibrated compression of EC3D garments is measured and tested on a regular basis. The results of our studies allow us to offer you a full guarantee on the compression required to meet targeted performance. If you feel that your garment no longer provides adequate compression, contact us within the required timeframe to discuss the possibility of replacing it.
Which size should i take if my measures are in 2-3 different sizes? Measuring every part of the body that is covered by the compression garment is paramount. For example, for a shorts, measure the circumference of the thighs, hips and waist. The greater measure between these three measures should dominate. When the measures overlap, you are at the greatest size of one size and the smallest of another. We recommend you take the larger one. Between each garment size there is 2 to 3 mmHg difference in compression. Which means that even if you opt for a smaller size you will not have too much compression and conversely you will always have enough compression to feel the effects if you take a larger size. Of course, it is always a matter of personal comfort.