Shipping & Returns

SHIPPING

WHERE WE SHIP

We ship within Canada, USA, United Kingdom, Australia, New Zealand, Netherlands, Hong Kong and Japan.

We do not ship to PO boxes or freight forwarders.

SHIPPING COSTS

We ship through FedEx and offer the following options:

Canada

Ship to Shop - Free (where available)

Standard (4-7 business days) – $12 CAD

Orders of $100+ (before tax) – Free standard shipping

 

USA

Standard (4-7 business days) – $15 USD

Orders of $100+ (before tax) – Free standard shipping

 

Australia and New Zealand

Express (3-7 business days) - $29 USD

 

United Kingdom, Netherlands, Hong Kong and Japan

Express (3-7 business days) - $29 USD

 

*Please note, the recipient is responsible for any taxes, duties and customs charges for orders outside of Canada. Kit and Ace does not determine these charges or receive the funds collected. Fedex may reach out for you to fill out a 5106 form to release your order.

Shipping times start once an order has left our warehouse. Orders are generally processed and shipped within two business days (pending credit verification). Processing times do not include Saturdays, Sundays, Wednesdays, Thursdays or holidays. Delivery times do not include Saturdays, Sundays and holidays.

SHIP TO SHOP

We offer guests the option of having their order shipped to one of our shops for free with no minimum.

You will be notified via e-mail once your order is available for pick-up. If an order is not picked up 30 days after the initial notification, a refund to the original payment method will be processed and you'll be notified of the refund. Refunds may take 2-5 business days to show on your credit card statement.

Purchasers may designate another person to pick up the order if they are not able to pick-up in person, with written consent presented in shop at time of pick-up.

Additional inquiries can be directed to support@kitandace.com.

TRACKING YOUR ORDER

Once a purchase has been made on kitandace.com, an email confirmation will be sent to the email address provided at checkout. Another email containing your tracking number will be sent once your order has been shipped and is en route to your door. Your tracking number is also available in your account. Check the status of your order at any time on FedEx.com

 

 

RETURNS

ORDER CHANGES & CANCELLATIONS

We process orders very quickly and therefore are not able to modify or cancel any orders that have been placed and confirmed. Please ensure the correct size, colour and product(s) are in the cart and carefully review all shipping details before submitting an order. Kit and Ace is only responsible for processing and fulfilling orders according to the original submission with the information provided by the customer at the time of purchase.

LOST OR DAMAGED ITEMS

Contact support@kitandace.com immediately with any issues or concerns regarding your order – include a photo in the email if it is regarding a damaged item. Please note Kit and Ace is not liable for lost or missing packages that show successful delivery to the address submitted on the order.

PayPal Returns

One return per order can be processed back to original method of payment— subsequent returns will be automatically refunded to a Kit and Ace e-gift card. Please note that we are unable to process refunds to PayPal in-store and will require the item(s) be returned by mail for processing. See Return Policy for full details.

RETURN POLICY - North America

Returns are on the house!

Regular Priced Merchandise:

  • You have 30 days from the date your order is received to complete a return in store or process a return request online (*please note, the return shipment must be scanned by the courier before the end of the 30-day period).
  • Returns past the 30-day period will not be accepted and are considered final sale.
  • All garments must be unworn, unaltered, unwashed, undamaged and have both the original hang tag and blue care content label attached.
  • We do not offer price adjustments at any time.
 

Markdown Merchandise:

  • All marked down items —and markdown events including End of Season Sale and Boxing Day Sale— are final sale and not eligible for an exchange, refund, credit note, or price adjustment.
  • Any sale items that are specifically marked final sale are not eligible for an exchange, refund, credit note, or price adjustments.
 

Sitewide Sale:

  • Any sale items that are specifically marked final sale are not eligible for an exchange, refund, credit note, or price adjustments.
  • Not valid on prior purchases.
  • Kit and Ace has the right to change, update, or discontinue sale at any time.
 

Exchanges:

  • We do not offer exchanges by mail.
  • You can return your regular-priced merchandise for a refund and re-order the correct item/size to be mailed back to you, or visit a local shop to complete the exchange.
 

Gift Purchases:

  • Gift purchases (excluding final sale items) can be exchanged or returned for a gift card at any shop within 30 days.
  • Online gift purchases (excluding final sale items) can be returned and refunded to the original payment method with the original receipt or to a gift card within 30 days.
  • Please contact return@kitandace.com for support with online gift purchases.
 

Gift Cards:

  • Gift cards may not be redeemed for cash or refunded unless required by law.
 

Items Not Eligible for Return:

  • Lifestyle products
  • Tailored, hemmed, and monogrammed items
  • Gift cards
  • We do not accept partial returns on promotional orders
  • Shipping charges

RETURN PROCESS - North America

To make a return to one of our Canadian shops, please visit our locations page to find the shop nearest you. If you do not live near one of our shops or would prefer to mail your return, please follow the steps below:

  1. If you have an account, login and click on ‘My Orders’ to access your Order Details page. If you do not have an account, go to the Order Status/Returns page and enter the Order ID number and email address used to place the order. Please ensure that the website is in the country/currency that you ordered from. You can change this by clicking the flag the top right corner of our website.

  2. Click on the ‘Request Return’ button and follow the steps for the items that you would like to return.

  3. Once you have completed these steps, you will receive an email confirming that your return has been set up and authorized. You can access your prepaid FedEx shipping label (valid for 7 days) through the link provided in the email.

  4. Place the item(s) in the original packaging.

  5. Print and attach the shipping label.

  6. Please drop off your return package at the nearest FedEx Ground location.

  7. Once we have received your package we will email you to confirm receipt. Your refund will be issued to the original method of payment. *For PayPal, one return per order will be processed back to original method of payment— additional returns will be refunded to a Kit and Ace e-gift card. Please allow up to five business days for your credit card company to process the refund.
Questions about your return? Email return@kitandace.com

 

RETURN POLICY - International

Regular Priced Merchandise:

  • You have up to 30 days from the date you receive your order to email return@kitandace.com to request a return label and ship the return package.
  • Returns received outside of the 30-day period will not be accepted and are considered final sale.
  • All garments must be unworn, unaltered, unwashed, undamaged and have both the original hang tag and blue care content label attached.
  • We do not offer price adjustments at any time.
 

Markdown Merchandise:

  • All marked down items —and markdown events including End of Season Sale and Boxing Day Sale— are final sale and not eligible for an exchange, refund, credit note, or price adjustment.
  • Any sale items that are specifically marked final sale are not eligible for an exchange, refund, credit note, or price adjustments.
 

Sitewide Sale:

  • Any sale items that are specifically marked final sale are not eligible for an exchange, refund, credit note, or price adjustments.
  • Not valid on prior purchases.
  • Kit and Ace has the right to change, update, or discontinue sale at any time.
 

Exchanges:

  • We do not offer exchanges by mail.
  • You can return your regular-priced merchandise for a refund and re-order the correct item/size to be mailed back to you, or visit a local shop to complete the exchange.
 

Gift Purchases:

  • Online gift purchases (excluding final sale items) can be returned and refunded to the original payment method with the original receipt or to a gift card within 30 days.
  • Please contact return@kitandace.com for support with online gift purchases.
 

Gift Cards:

  • Gift cards may not be redeemed for cash or refunded unless required by law.
 

Items Not Eligible for Return:

  • Lifestyle products
  • Tailored, hemmed, and monogrammed items
  • Gift cards
  • We do not accept partial returns on promotional orders
  • Shipping charges

RETURN PROCESS - International

  1. To process a return from the United Kingdom, Australia, New Zealand, Japan, Hong Kong, or the Netherlands please e-mail return@kitandace.com to request your return authorization number and let us know which item(s) will be sent back for return, and what the reason for the return is.

  2. Once you have emailed us to process your return request, you will receive an email with a return authorization number within two business days.

  3. We do not provide return shipping labels for orders shipped to the UK, Australia, New Zealand, Japan, Hong Kong or the Netherlands. Please contact your local post office to purchase one.

  4. Write your return authorization number along with the customs code (below) on the outside of your package and then ship the package to:
  5.  

    Kit and Ace Technical Apparel Inc.
    Kit and Ace Returns (NRI)
    19358 24 Ave
    Surrey, British Columbia, V3Z 3S9
    Canada

    Canadian Goods Returning
    HS Tariff No. 9814.00.00.93


  6. Once the return has been received at the warehouse and approved (items are in perfect condition with tags attached) please allow three to five business days for your credit card company to process the refund. For refunds to store credit, an e-gift card will be sent to the email on file once processed. 

*Your Return Authorization Number must be referenced on the package to ensure a refund

Questions about your return? Email return@kitandace.com