Frequently Asked Questions

Shipping methods and rates

Canada Post: Expedited parcel™
$5.00 for the first item, $2.00 for each additional item

All orders require a processing and packing time (typically 24-48 hours) plus shipment transit time. Standard orders should arrive within 7-10 business days, with the exception of statutory holidays which might take longer and should therefore be taken under consideration

Please note that orders placed between 10 am Friday and 7 a.m. Monday (Eastern Time) will not be processed until Monday morning.

Our warehouses are closed on the following holidays and will not process orders until the next business day:
(this may vary depending on when the holiday occurs)

Good Friday Labor Day
Victoria Day Thanksgiving (Canada)
Memorial Day (USA) Thanksgiving (USA) Nov 28-29
Quebec National Holiday Christmas Day Dec 25
Canada Day Day after Christmas Day Dec 26
Independence Day (USA) New Year's Day Jan 1
  Day after New Year's Day Jan 2
   



Shipping restrictions

At this time, CHACOS.COM/CA ships to all Canadian provinces only.



Methods of payment

We accept Visa, MasterCard, American Express and Visa Debit.



Tracking your order

After you’ve place your order, we will send you an email with your order confirmation number. You can then use your order confirmation number to track the status of your order by going to CHACOS.COM/CA and clicking on Track Your Order.

Once your order has been shipped, we will send you another email with a Canada Post tracking number. You may either click on the link in your email or go directly to the Canada Post website to track your shipment,  If parts of your order are shipped at different times, you will be notified of each shipment and its separate tracking number.



Cancelling or changing your order

We are committed to getting your order to you as soon as possible. Therefore, once your order is placed, it immediately goes into a queue for processing, after which time it may not be cancelled or changed.


Easy and Free Returns
We will gladly accept your return of UNWORN merchandise within 30 days from the date of purchase and provide you with a full refund.   Returned footwear must be received at our warehouse in its original packaging and condition within 30 days from the date of purchase.  Once returned footwear is received in our warehouse, it may take 15 to 20 business days for your refund to be processed.
 
 If you do not have access to a printer, simply go to your Canada Post outlet and provide them with our Policy Return Number PR337257 as well your Order Confirmation Number and they will provide you with a Return Label.
 
 To create your Canada Post Label, please follow below steps:
 
STEP 1:  Copy the link below and paste it into the browser’s address bar to access a Return Label. 
 Canada Post will e-mail you your tracking number; please retain this number should you need to track your shipment.
 
 Each label you print from our website contains a unique Canada Post tracking number. These are intended for a single use only.  If an attempt is made to reuse the label for a subsequent return, the package will not be delivered to the destination.  Please be certain to print a new label each time you return a package.
 
STEP 2:  Pack the item to be returned securely in the original packaging and include  a print of the Order Confirmation. On the Order Confirmation, please highlight the item(s) you are returning and note the reason for your return.
 
STEP 3: Affix the Easy Return Canada Post label to the package, covering the original shipping label (for more details clic this link: http://www.canadapost.ca/cpo/mc/assets/pdf/common/shippinglabels_poster_en.pdf ) and take it to your local Canada Post Office for shipping.
 
 *Please note that items purchased on our website cannot be returned to retail stores.



 What if you think that you have defective footwear?

If you are dissatisfied with our product and feel there may be a defect,  please send us an email at chacocacs@wwwinc.com with all of the information listed below or please feel free to call us at: 1-888-463-7735 x2 during our business hours: Monday to Friday from 8:30AM TO 5:00PM (Eastern Time).    Items with excessive wear and tear, material breakdown from extended time and/or use, or improper care will not be considered for warranty. Once your request has been processed we will contact you via email with a Return Authorization number and instructions on how to send us your product for inspection.  Please allow up to two weeks for your return to be processed.
 
 Information needed to process request:
 First Name
 Last Name
 Address
 Daytime Phone number
 Product number starting with the suffix "J" located on a white label inside the item
 The 4 digits beside the product number
 Size
 Width
 Copy of the proof of purchase
 Reason for return
 Pictures (to accelerate the process please make sure we can identify our product, we see the defect and they help us see the general condition of your product)  
 



International orders

At this time, we ship orders only within Canada.


Outsoles

Click here to see our range of product outsoles.




Contact us

Still have questions? Call our Consumer - Customer Service department at 450-227-1574, ext. 2, or toll-free at 1-888-463-7735, ext. 2, Monday to Friday, from 8:30 AM to 5 PM (Eastern Time), or email us at chacocacs@wwwinc.com
 
 
 
 

What's a Chaconian?

You are Chaco!

Chaconians are our pride and joy! They pound pavement, trails and waves. They teach, reach, and perform. They're people who trust their Chacos, and we're honored to support them.