Send us a message from the contact form at shftdco.com/pages/contact. We reply within 24 hours, and always within one business day. Put your order number and the email address you used at checkout in that first message.
The contact form is the way in
One route means nothing gets lost between inboxes. Social media messages are not monitored for order problems, so please do not use them for anything time sensitive. We will never ask you to move a conversation to a private message to sort out an order.
Include this every time
- Your order number.
- The email address you used at checkout. Your order is found by that email, and it is also the email that has to match when you sign in to your account.
- What you ordered, including the size if it is a physical item.
- What you would like to happen. An exchange, a replacement, or just an answer. Say it plainly.
- A photo, if the problem is something you can see. One clear shot is enough.
What to send for each common issue
- Damaged, faulty or wrong item. Your order number and a photo, within 14 days of delivery. Contact us before you send anything back. A SHFTD mistake never costs you postage.
- Something missing from the order. Same 14 day window. Note that a digital pass in a mixed order is fulfilled on its own, which can look like a partial shipment.
- Size exchange. Your order number, the size you have and the size you want. The window is 30 days from the day you received the order. The piece has to be unworn, unwashed and in its original condition with tags attached. You cover sending it back and we cover sending the replacement out. Your entries are not touched.
- Where is my order. Your order number. Everything is made to order, so production happens first, and the carrier estimate only starts once the parcel has been handed over.
- Nothing arrived. Your order number and the tracking number. We open the investigation with the carrier ourselves.
- A charge you did not expect, or two charges for one order. The date and the amount, plus the order number if you have one. Billing errors are not covered by the refund policy and we look at them individually.
- Entries look wrong. Your order number and how many entries you expected. Entries are recorded when the order is paid, not when it ships, and the rates are frozen at the moment the order was placed.
- A bonus entry code did not work. The code exactly as you typed it, plus your order number. Only one bonus code applies per order, and the one that earns you the most is applied automatically.
- A Fast Track pass did not arrive. Your order number, and check your junk folder before you write. A pass is a one time digital purchase, not a membership or a tier.
- Signing in, or the My Entries page. The email you are trying to sign in with and the email that is on the order. They have to match. There is no password on the account, so a code is emailed to you instead.
Never send payment details
Do not send your card number, the security code on the card, the expiry date, your banking details, or any password. Your order number and the email on the order are enough to find your order.
We will never ask you for payment details, and we will never ask you to pay to release a giveaway code or a prize. If a message claiming to be from SHFTD asks for any of that, it is not from us. Send it to us through the contact form and we will confirm.
What happens after you write
You get a reply within 24 hours. Reply on that same email thread rather than starting a new message from a different address, so the whole history stays in one place. If nothing has arrived, check your junk or spam folder first.
Worth checking before you write
- Your entries. My Entries at account.shftdco.com, in the account side navigation, shows the active giveaway with a live countdown, the entries you hold, your odds, your individual entry numbers, an Awaiting draw section and a Past giveaways section. Sign in with the same email as the order. Odds appear once you hold entries. The page is read only.
- Timing. Production usually takes 1 to 3 business days, and up to 5 to 7 business days during a rush. Only after that does the parcel go to the carrier, from Levis, Quebec.
- Delivery estimates. Canada Post Expedited Parcel standards are 1 to 4 business days within Quebec and to Ontario, 2 to 8 business days to Western and Atlantic Canada, and 6 to 14 business days for northern, remote and territory addresses. They are counted in business days starting the next business day after handover, and they are estimates, not guarantees.
- Tracking. Tracking and delivery confirmation are included on parcel shipments. A keychain ordered on its own goes by regular mail instead, which is not tracked. Signature on delivery is a paid extra and is not included by default.
- Delays. Canada Post posts service alerts and peak season adjustments at canadapost.ca.
- Free entry. There is a free mail in route, and no purchase is necessary. The Official Rules give the exact method, at shftdco.com/pages/rules.
What we cannot do
- Refund or cancel a paid order for change of mind.
- Remove, add or adjust giveaway entries. Entries are locked once awarded, deliberately.
- Overturn a draw result. The Official Rules make the Sponsor's decisions final.
If you are unhappy with an outcome, reply and tell us rather than going to your bank. A dispute takes weeks and gets you a worse result than a replacement would.