Frequently Asked Questions
How do I track my order?
To track your order or check order status, visit our Order Tracking page and enter your order number.
For each shipment that goes out we send an email with the shipment details and tracking information.Why is there no tracking information for my order?
Order tracking information may not be available to view immediately after you receive your shipping confirmation.
If you do not see tracking information after a full business day has passed, please contact Customer Care.
Can I make changes to or cancel my order?
The fast answer is no, not really. Our shipping teams are so fast that they often have orders shipped in literal minutes. If you need to make a change to your order (address, size, item, etc) or want to cancel it, please let us know immediately and we will do our best to catch it before it goes out, but we can never guarantee the ability to make a change.
Why did my order ship in multiple packages?
- Your order number
- Details of the change, like new address or the items you want to change
- Type “Order Change” or “Order Cancel” in the subject line.
Zumiez ships from locations all over Canada, so your order may be shipped in separate packages.
Please note that each shipment will have an email confirmation as well as a separate charge to your account. The total of all the charges should never exceed that of the original purchase amount.Why are there multiple charges on my account?
Orders from Zumiez are sometimes shipped from multiple locations. We only charge when we ship, so there is a separate charge for each shipment.
When you first place your order with Zumiez.ca you will see an authorization hold on your payment account for the amount of the purchase, or “pending transaction”. This is a temporary hold placed by your bank to allow us time to collect on your order. When we ship your order, we send the message to your bank that we’d like to collect on that transaction and the funds are paid to Zumiez.
If we ship your order from multiple locations, we will send a separate message to your bank to collect on each of those shipments separately, to make sure we only collect funds on items we have actually shipped to you. The total of all the individual transactions will not exceed the amount of the original authorization.
Each bank has a slightly different way of processing these transactions and presenting them to their customers. Please allow 3-5 days for the transactions to process through completely.
When will my order ship?
Please allow 1-3 business days for order processing before shipment. Business days are Monday-Friday, excluding holidays. Free and Economy shipping to Northern Territories and Remote Locations can take up to 30 days. Expedited shipping can take longer when shipping to Northern Territories and Remote Locations. Add 1-5 Business days to the end of the day range.
All orders are subject to inventory availability and order verification which can delay shipment. Please make sure to provide accurate billing and contact information to facilitate the order verification process.
If we are unable to ship your order for any reason, we will notify you are soon as we are aware.What shipping carrier does Zumiez use?
Zumiez Canada ships most packages via FedEx or Canada Post, however we may change or add carriers at any time.How do I exchange or return an item?
To get your return processed quickly, visit your local store! We extended our return policy so you can return or exchange any purchase up to 30 days after your local store reopens. For holiday, purchases made between October 31, 2020 and December 24, 2020 can be exchanged or returned any time prior to January 31, 2021.
Still want to ship it back to us? Due to COVID-19 and carrier delays, it may take us a bit longer to process returns that are shipped back to us. Thank you for your patience!
Check out our Return Policy for more details.
If you’re exchanging an item, please be aware that product sells out fast and exact replacements are not always possible. To ensure you are able to get the item you want before it sells out, make sure you order the new item on Zumiez.com sooner rather than later!
Questions? The Zumiez Customer Care Team is here to help.How long will it take to be delivered?
Free/Economy: 5-15 days from time of shipment.
Express: 2-5 business days from time of shipment.If I choose expedited shipping, when will my order arrive?
Sunday Monday Tuesday Wednesday Thursday Friday Saturday Free/Economy
5-15 Business Days
Following Mon to Thurs Following Mon to Thurs Following Tues to Fri Following Wed to Mon Following Thurs to Tue Following Fri to Wed Following Mon to Thurs Express
2-5 Business Days
Wednesday/Thursday Wednesday/Thursday Thursday/Friday Friday/Monday Monday/Tuesday Tuesday/Wednesday Wednesday/Thursday Next Day
1 Business Day
Tuesday Tuesday Wednesday Thursday Friday Monday Tuesday
Please note that all orders are subject to verification and inventory availability. Orders chosen for verification by our fraud prevention team or orders delayed because of low inventory may not be delivered on time. We work hard to prioritize expedited orders and will always do our best to get them out the same day. Expedited shipping can take longer when shipping to Northern Territories and Remote Locations. Add 1-5 Business days to the end of the day range.Zumiez Return Policy
To get your return processed quickly, visit your local store! We extended our return policy so you can return or exchange any purchase up to 30 days after your local store reopens. For holiday, purchases made between October 31, 2020 and December 24, 2020 can be exchanged or returned any time prior to January 31, 2021. Thank you for your patience!
- All returns (refunds or exchanges) must be accompanied by the original receipt and may be returned to any Zumiez location within the same country they were purchased.
- All merchandise (including all skate & snowboard related items) must be returned in its original, unused, packaged & resalable condition, except for manufacturer defects.
- All merchandise returned after 30 days from the original date of purchase will receive a gift card for the full purchase price on the receipt.
- After 90 days, all merchandise returned will receive a gift card credit for current retail or lowest promotional price.
- All snowboard related merchandise must be returned or exchanged within 30 days from the original date of purchase, after which all sales are final.
- Refer to manufacturer warranty for all defective merchandise.
- All returns (refunds or exchanges) without a receipt will receive a gift card credit for current retail or lowest promotional price.
Refunds are processed to the original form of payment, except in the following circumstances:
- ATM and Debit card purchases may receive cash refunds in-store only.
- Credit Card refunds may only be credited to the original credit card. If the original credit card is not an option, a gift card will be provided.
- PayPal purchases returned in-store can only be refunded by gift card, for a refund to your PayPal account please mail your order to the Returns Center.
- In-store purchases mailed to the returns center can only be refunded by gift card, if you would like credit in the original form of payment please bring your return to a Zumiez store.
- Gift card refunds greater than $10 can only be refunded by gift card.