GOT QUESTIONS? WE’VE GOT ANSWERS.
On account of the global spread of coronavirus (COVID-19), our shipping and return policies have been updated as follows until further notice. Here’s how we’re making online shopping as easy as possible!
Can I still shop online/in the app?
Yes,You can shop online or on the app.
Are there currently any shipping delays for new online orders?
We’re committed to keeping our distribution and shipping partners safe as they prepare and deliver orders. We may need an extra day or two to process your order, but we promise it will be worth the wait! Note that some of our carriers may be experiencing service delays.
Will you be extending the return policy?
Yes! We’re currently offering free returns by mail AND we’ve extended our return policy to accommodate all in-store returns 30 days after our stores reopen, for all in-store and online purchases made after February 1, 2020. Orders returned by mail must be made within 30 days of purchase.
Will you be providing free return labels for online orders?
Yes we are! Simply visit our Return Policy page on dynamiteclothing.com to complete the form and we’ll send you your free return label.
Why haven’t I received a response to my customer service inquiry?
We’re running a little behind due to the current situation BUT we will be back to regular response times shortly. We appreciate your patience!
Are you offering curbside pickup?
Not at the moment, but it’s possible this service will be offered in the future.
I have a question about a product/order. Who can I contact?
We’d love to help! Please contact us by phone or complete the online form.
Please note that the information that follows reflects our standard conditions and may differ from the latest updates to our policies. In such cases, the above conditions will apply.
MONTREAL EXCLUSIVE: SAME DAY DELIVERY.
- Who is eligible for same day delivery?
- How do I select same day delivery at checkout?
- How much does same day delivery cost?
- How can I track my order?
- I missed the delivery. What do I do?
Orders/purchases made before 3 p.m. (ET) for items that are available at our Montreal-based distribution center, and shipping addresses that are within a 15km radius are eligible for this service.
Eligible customers will be able to choose Uber at checkout.
The delivery charge is $10.
Once the order has shipped, a tracking link to the Uber Eats website will be sent via SMS to the mobile phone number provided at checkout.
Please contact our customer service team at 1-888-882-1138
ORDER AND SHIPPING
How is sales tax calculated on my order?
The amount of tax charged to your order depends on the type of item purchased and the destination's Provincial and local sales tax laws. If an item is subject to sales tax, tax is calculated on the total selling price of each individual item, after any applicable discount.
Can I cancel/modify my order once it has been submitted?
Unfortunately not - Once an order is submitted it cannot be modified or cancelled. The good news? You can return your order by mail or in store as soon as you receive your package.
How can I track my order?
Once your order has been shipped, you will receive an email with your tracking and shipping information. You can also select the 'track order' option and enter your order number and email address or sign into your account.
My tracking says delivered but I have yet to receive my order.
Please allow up to 3 business days from your order's delivery date before contacting us for an investigation. You may also contact the carrier to investigate further.
I'm missing an item listed on my packing slip.
Please verify your original order confirmation email for the pre-authorized amount. We only acharge you for the items sent so if you notice any discrepancies once your package is mailed, do not hesitate to contact us.
Are shipping fees refundable?
All shipping costs, including returns costs are non-refundable.
EXCHANGES AND RETURNS | See HERE for temporary policy
How long do I have to make an exchange or return?
Most regular-priced and sale merchandise can be returned within 30 days.
*Please note that we do not accept returns or exchanges on CLEARANCE items, earrings, fragrance, and beauty products, or any other product marked "final sale". Exceptions may be made if the merchandise was found to be defective.
How do I exchange or return an item?
A. Head to a Dynamite store of your choice, bringing with you:
A digital or printed copy of your shipping confirmation email, which is your official eReceipt.
The item(s) you wish to return or exchange, unworn and unwashed, with original tags.
B. Store employee will proceed with the exchange/refund and credit the original method of payment, if applicable. PLEASE NOTE: Our stores cannot credit PayPal or Virtual Debit accounts at this time, however, we will refund your purchase on a gift card which can be used in-store or online.
Dynamite items must be returned at a Dynamite store. Garage items must be returned at a Garage store.
Any refunds will be issued using the same method of payment used for the original purchase. Exception: stores CANNOT currently credit Paypal or Virtual Debit accounts.
No returns processed without a digital or printed copy of your eReceipt.
A. Package the unworn, unwashed items, with original tags, securely in the original product packaging, whenever possible.
B. Peel off the adhesive return label that was sent with the original order and attach it to the return package.
C. Affix the appropriate postage on the return package and mail it through your preferred postal carrier. Please note that the RETURN LABEL IS NOT PREPAID, therefore, you will be responsible for the return shipping cost.
The customer is responsible for return shipping fees.
We recommend that all returns be sent via a traceable postal carrier. We are not responsible for packages that are not received if sent via a non-traceable carrier.
All shipping costs on the original purchase, including those incurred for returns, are non-refundable. Exceptions may be made for damaged merchandise, please contact our Customer Service for more information.
Where can I find my receipt?
You will find it attached to the email you received when your order was shipped, or in the details of your purchase under the "Order History" tab when logged in to your account on the app.
Please note that your receipt is essential for exchanging or returning items. You can show it on your mobile device or present a printed copy.
When will I receive the refund for my return?
Upon receipt of your item, allow approximately 10 business days to process your credit. Depending on your financial institution, it may take an additional few days for the refund to be fully processed in your account.
PROMOTIONS AND COUPONS
Are the prices/promotions the same as in store?
Since we offer exclusive in store and online offers, they sometimes differ. Please note that online prices cannot be matched in store.
Can I use my coupon online?
The Dynamite and Garage Birthday coupon and the Customer Satisfaction Survey Coupon can be redeemed both online and in store. Redemption may vary for other coupons, please see details for more information.
Can I get a price adjustment if the price of an item goes on sale or on promotion?
Unfortunately, we do not offer price adjustments for online purchases. Our promotions cannot be applied towards previous purchases.
If you have any questions, please don't hesitate to contact our Customer Experience Department by email or by phone at 1-888-882-1138 (Canada) and 1-888-342-7243 (USA).
GIFT CARDS & E-CARDS
Where can I buy a Dynamite Gift Card?
You can purchase Dynamite Gift Cards in any Dynamite store and on dynamiteclothing.com. Dynamite E-Cards can only be purchased online. Dynamite Gift Cards are also available at other authorized retailers. You cannot use a Dynamite Gift Card or E-Card to purchase a Dynamite Gift Card or E-Card. Gift Cards and E-Cards may not be purchased online using PayBright as a payment method.
Is there a limit to the number or value of Gift Cards/E-Cards I can buy?
The maximum load value per card is $250. Dynamite reserves the right to limit the number of cards purchased.
When will I receive my Gift Card/E-Card? What shipping fees apply?
Our standard shipping policy applies to Gift Card orders. Select your preferred shipping option at checkout. E-Cards are delivered to the email address provided on the order form within 1-3 business days of the order confirmation. There is no shipping fee for E-Cards.
Dynamite is not responsible for errors in the email or shipping address provided.
I did not receive my Gift Card/E-Card order.
If you have not received your shipping confirmation or Card order, please contact Customer Service with your order number. Note that E-Cards will be delivered 1-3 business days after the order confirmation is received. Dynamite is not responsible for errors in the email or shipping address provided.
Where can I redeem my Dynamite Gift Card/E-Card?
Dynamite Gift Cards and E-Cards can be redeemed in any Dynamite store in Canada and on orders placed on dynamiteclothing.com/ca or on the Canadian app. Card balance can also be applied to Dynamite merchandise. If the amount of your purchase exceeds the amount of the Gift Card or E-Card, you must pay for the balance of the purchase with another method of payment. If the amount of your purchase is less than the balance of the Gift Card or E-Card, the difference will be available for future redemption. You cannot use a Dynamite Gift Card or E-Card to purchase a Dynamite Gift Card or E-Card. Dynamite reserves the right to refuse to honour a card where Dynamite suspects that the Card was obtained fraudulently.
Is there a limit on the number of Dynamite Gift Cards/E-Cards that I can redeem at once?
There is no limit on the number of Cards that can be redeemed on one transaction.
What is the return policy for purchases made with a Gift Card/E-Card?
Dynamite’s standard return policy applies to purchases made with Dynamite Gift Cards and E-Cards. Refunds on purchases made with a Dynamite Gift Card or E-Card will be issued on a new Dynamite Gift Card (in-store) or Dynamite E-Card (online).
This policy also applies to other Gift Cards and PrePaid Cards accepted by Dynamite (e.g., mall Gift Cards, Visa PrePaid Cards, Cartes Bonheur).
How can I check my Dynamite Gift Card/E-Card balance?
To check your Gift Card or E-Card balance, visit any Dynamite store in Canada or enter your Card number and PIN on dynamiteclothing.com/ca.
What do I do if my Gift Card/E-Card was lost or stolen?
Treat your Dynamite Gift Card/E-Card like cash. Lost or stolen Cards will not be replaced.
Will my Dynamite Gift Card/ E-Card expire?
Dynamite Gift Cards and E-Cards do not expire.
Are there any fees for non-use?
Dynamite Gift Cards and E-Cards are not subject to any fees.
Can I add funds to a Dynamite Gift Card/E-Card?
Dynamite Cards are not reloadable.
Can I receive a refund on a balance left on a Gift Card/E-Card?
Dynamite cards cannot be redeemed or exchanged for cash (except as required by law).
Can I add my Dynamite Gift Card/E-Card to my Wallet?
At this time, Dynamite cards cannot be added to mobile Wallets.
Bonheur Card Issuer
Bonheur Cards are no-fee, Prepaid Cards which can be redeemed at the retailers indicated on the cards. Bonheur Cards are distributed by Blackhawk Canada Inc. through authorized retailers in Quebec, Canada. Bonheur Cards are issued by Peoples Trust Company which is the sole legal obligor to the cardholder. Neither Groupe Dynamite Inc. or Blackhawk Canada Inc., nor any of their subsidiaries or affiliates other than Peoples Trust Company shall be liable to a cardholder with respect to Bonheur Cards issued in Quebec, Canada.
Dynamite is included on the Bonheur pour Ados Card. Bonheur Cards are not available for sale in Dynamite stores or on dynamiteclothing.com.
Where can I redeem my Bonheur Card?
The Bonheur pour Ados (teen) Card can be redeemed in any Dynamite store in Canada and on orders placed on dynamiteclothing.com.ca and on the Canadian app. Select “credit” as the method of payment at online checkout. If the amount of your purchase exceeds the amount of the Bonheur Card, you must pay for the balance of the purchase with another method of payment. If the amount of your purchase is less than the balance of the Bonheur Card, the difference will be available for future redemption.
Dynamite reserves the right to refuse to honor a Bonheur Card where Dynamite suspects that the Card was obtained fraudulently.
How do I redeem my Bonheur Card online?
Select “credit” as the payment method at checkout. Enter the 16-Digit Card number located on the back of the Card in the credit card field. Do not enter the 16-Digit Card number into the gift card field.
I tried using my Bonheur Card to make an online purchase and it did not work.
Ensure you correctly entered the 16-Digit Card number located on the back of the Card in the credit card field and that there is a balance remaining on the Card.
Is there a limit to the number of Bonheur Cards that I can redeem at once?
There is no limit to the number of Bonheur Cards redeemed on a single transaction.
What is the return policy for purchases made with a Bonheur Card?
We suggest you keep your Bonheur Card so that you have it on hand if you wish to return your purchase.
Dynamite’s standard return policy applies to purchases made with a Bonheur Card. The refund will be credited on the original payment method (if available) or issued on a new Dynamite Gift Card (in-store) or Dynamite E-Card (online).
How can I check my Bonheur Card balance?
Visit Bonheur’s check balance page online at http://cartesbonheur.wpengine.com/?lang=en, or call 1-833-250-4478.
What do I do if my Bonheur Card was lost or stolen?
If your Bonheur Card has been lost or stolen, please call Customer Service immediately at 1-833-250-4478. In order to get a new Card, you will need your original purchase receipt. Customer service will refund you the then available amount on your Card by sending a new Card to your address.
Will my Bonheur Card expire?
There is an expiry date on the back of each Bonheur Card; this is when the plastic expires. However, funds on your prepaid Card never expire. If funds still remain on the Card after that date, please call 1-833-250-4478 to have a replacement Card issued and mailed to you at no cost. The balance on the replacement Card will be equal to the balance on the discontinued Card.
Can I add funds to a Bonheur Card?
You cannot add funds to a Bonheur Card.
Can I add my Bonheur Card to my Wallet?
At this time, Bonheur Cards cannot be added to mobile Wallets.
Who do I contact if I encounter issues with my Bonheur Card?
Contact Bonheur Card Customer Service at 1-833-250-4478.