FAQ

We accept most major credit/debit cards (Visa, Mastercard, American Express, etc.) and PayPal. All payment information entered on our site is confidential and secure. You can see all available payment methods at checkout or at the bottom of any page. 


When you choose PayPal as your method of payment, you’ll be redirected to PayPal’s site to complete your order. You can check the status of your payment by logging into your PayPal account.

You may check prices in a different currency using our currency converter found at the top right of the page on desktop or within the top left menu on mobile. However, payment transactions will be in USD at checkout.

You can apply the discount code when checking out. Just enter the code in the Discount field. If the code doesn’t work and you don’t get a message that the deal has expired, please contact Customer Service using our Contact Page for assistance.

Our head office is based in Canada but we have various distribution centers around the world to allow for faster worldwide shipping. Not all products are available at every distribution center, so please refer to our Shipping page for more information.

Please be sure to double-check your order at checkout to ensure that you’ve selected the correct sizes, colors, quantities, and especially the address. Due to our short processing time, we can’t ensure that changing your order will be possible. If a change needs to be made to your order, please contact Customer Service as soon as possible using our Contact Page.

Due to our efforts to ensure a timely delivery of your purchase, we will only accept cancellation requests within 2 hours after having placed your order. Contact us as soon as possible using our Contact Page.

You can only make changes prior to processing. Once your order has been processed, we’re unfortunately unable to make any changes. Always be sure to double-check your information before placing your order.

Once your order has been placed, you should receive a confirmation email. If you weren’t notified, please contact Customer Service as soon as possible using our Contact Page.

Our items are in U.S. sizes, but we have both Imperial and Metric sizing information available in our size guide. Please be sure to check our size guide so you can order the right size. Some item sizes/measurements will differ depending on the fit.

If the item is too small or too big, please contact Customer Service using our Contact Page and we’ll try to resolve the issue. For the best fit, be sure to check out our size guide.

Please contact Customer Service using our Contact Page and we will try to resolve the issue as soon as possible.

Please refer to our Return Policy page for all information on returns.

If you wish to return an item, please contact Customer Service using our Contact Page and we will get back to you with the next steps, typically within 24-48 hours. Please note that the return window expires 14 days after final delivery. Please don’t request returns, exchanges, or refunds after this 14 day period, as we will be unable to grant them. For all details pertaining to our Return Policy, please refer to our Return Policy.

The return shipping cost is the customer’s responsibility. Unfortunately, we don’t provide a return shipping label.

If you’ve successfully canceled your order, you’ll receive a credit to your original method of payment within 3-10 business days.

You may place an order and choose a different shipping address. Unfortunately, we don’t offer gift wrapping, and the package will contain the order's invoice.

In this case, please contact Customer Service using our Contact Page. Please indicate which items with their respective order numbers you wish to return, and we’ll get back to you with an answer.

We offer free shipping on qualifying orders. Please refer to our Shipping Page for more details.

All orders are typically processed within 2-5 business days. Please note that we don’t ship on weekends or holidays. For shipping times, please refer to our Shipping Page.

As soon as your order is prepared and packaged, we’ll send you the tracking information by email.

Use the provided tracking information send by email to track your order. If you have not received any tracking information within 3-7 days after having placed your order, please contact Customer Service using our Contact Page.

We tend to ship items separately in the following cases:
⁃ The order contained many items, which don’t all fit into one package.
⁃ An item is temporarily out of stock or has been backordered.
⁃ An item did not pass quality control and had to be reproduced.

We ship worldwide. Please refer to our Shipping Page for more information.

Each country has different custom rules for imported goods. For this reason, Phoenix & Finch cannot be held responsible for the charges and fees in the destination country. Please note that the customer is responsible for paying these charges as the money from these charges and fees (ex: Custom clearance fees, VAT charges) are going to your country’s government. If your package indicates being held at customs, please contact your local post office or customs office. We are sure they will be able to help.

Please contact your local post office as soon as possible regarding your order’s whereabouts.