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  • Our customer service hours are Monday - Friday, 8:00 AM to 5:00 PM EST. Please allow up to 24 hours for a response to an inquiry. Emails sent during non-office hours will be handled on our next business day.

    Shipping & Orders
    Returns
    Payments
    Discounts & Gift Cards
    Account

    Shipping & Orders

    You will receive a shipping confirmation email once it ships, which will include your tracking information. Please allow a few days for the tracking to update while it is transported to the carrier.

    It may take anywhere from 7-10 business days for standard shipping to Canadian addresses. While we make every effort to ship all orders within that time frame, processing delays outside of our control may occur, and unfortunately, we cannot guarantee shipping dates. If your order does not arrive on time, we ask that you allow 4 extra business days (2 business days for Express Delivery).

    We also recommend checking for a "Delivery Attempted" notification left by the carrier; they may be trying to reach you to deliver your package.

    Your order may arrive in multiple packages delivered on different days.

    Express shipping is 2-4 Business days. For example, an order placed on Sunday will not be sent until Monday, making the first business day Tuesday. Business days go by 24 hours.

    It's possible that:

    1) The tracking link was updated by the shipping carrier prematurely.

    2) Your package is hidden around your mailbox or building. Carriers tend to leave packages in hidden places for the safety of the goods if they cannot deliver to you directly.

    3) Troll Co. Canada offers Route Package Protection against loss, theft, or damage in transit packages. Only Orders that have purchased Route Package Protection will be covered against loss, theft, or damage in transit packages.

    Please thoroughly look around and/or contact your local post office to try to locate your package.

    We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.

    Route is also a mobile app that lets you visually track all of your online orders in one place—no need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. The Route app is available on Android and Apple app stores.

    If you experienced an issue with your order, please file a claim with Route’s team here.

    We want you to get your order as soon as possible so we can begin processing it ASAP after you place it. Once your order has been placed, we cannot cancel or make the following edits to the order. 

    • Changing the item or size
    • Delivery/billing address
    • Adding/removing items to your order
    • Shipping method

    Please carefully review your order before clicking the 'Pay Now' button on the checkout page.

    Input the incorrect address at checkout? Sadly, we can't change an address with the courier once the order is placed. However, it may be possible to update your delivery preferences with the courier by contacting them directly.

    Important to know: 

    If you input the incorrect address at checkout, we cannot be held accountable if the order goes missing, meaning we're not liable to refund/replace the order.

    Returns

    We do have a 30-day return policy. You can submit your request to our Returns Center.

    Requirements for an Exchange/Return/Refund:

    • Items must be unwashed, unworn, and still have packaging and tags on (if applicable).
    • All returns must be reported within 30 days from delivery date. Once the label has been received, you will have 7 days to ship the item(s) back, or your return will be canceled.
    • All garments are subject to inspection. We will not accept items that have been washed or worn.

    We strive to create durable and quality products. Occasionally, some minor imperfections occur.

    You can submit your request to our Return Center.

    Be sure to choose 'Defective' as your return reason and provide photos. Please include photos of the Hang Tags as well. 

    This policy lasts 30 days after the tracking status shows delivered. If 30 days have passed since your purchase was delivered, we unfortunately cannot offer you a refund or replacement.

    We try our best to maintain 100% accuracy with orders, but there are rare occasions where we experience a packing error. Please send photos of the incorrect item along with photos of the hangtags and or barcodes to our Returns Center, and we will take care of that for you. 

    If you purchased a product in a store that carries Troll Co. apparel, you will have to follow that store's return/exchange policy. We will not accept returns online if you originally purchased it from a retailer.

    Payments

    We do take a variety of cards; however, some may not work with our payment platform. Always check that your billing address and zip/postal code are the correct ones associated with your credit card when completing your payment.

    Discounts & Gift Cards

    Please be sure to enter any applicable promo codes at checkout. If you do not enter, it cannot be reversed. Taxes, shipping, and handling fees are excluded from any discount.

    *Codes cannot be combined with other discount codes and some offers.

    We sure do! Find out more on our Military Discountor Supporting Our Troops page. 

    Yes, we do! You can purchase an e-gift card by selecting Gift Card on the Troll Co. website. E-gift cards purchased online are not physically shipped. You will receive a confirmation email containing your Gift Card code. You cannot combine a Gift Card and a discount code on an order.

    Account

    1. Hit the 'Login' button
    2. Select the 'Sign up' link
    3. Fill in the relevant fields and click 'Sign up'

    Did you forget your password? Follow this link to reset your password.

    *Please note that placing an order does not automatically create an
    account.