CAN I STILL PURCHASE FROM YOUR WEBSITE?
Yes! We’re currently still able to accept orders and ship internationally. We’d recommend ordering to addresses that you know you’ll be able to access, such as your home, as opposed to business addresses that may have restricted access.
ARE YOU GUYS SHIPPING AS NORMAL?
We're trying to. Minor delays are happening internationally.
Our most recent update is that we’re currently only shipping from our warehouse from Monday to Friday. However, all weekend orders will be fulfilled prior to Monday, so it may take a few days for you to receive your shipping confirmation email. So don’t panic, we’ve received your order & are working as quickly as we can to dispatch it, without compromising the safety of our team.
We’ll be sure to communicate any significant delays with you using the email address that you enter at checkout.
Keep up to date with country-specific delivery information by clicking here.
**CANADA: Unfortunately, we’re experiencing the longest delays on your orders. Canada Post is working hard to get through the backlog, but due to increased volumes & reduced staffing levels, it’s taking a while. Please don’t be concerned if your tracking doesn’t update for a few days. Your parcel is still on its way to you.
CAN I CHANGE MY DELIVERY ADDRESS?
We understand that you may now need to amend your delivery addresses, and some couriers have a self-service option that allows you to do this. If this option is available to you, it’ll be included in the tracking information sent to you when your order’s left the warehouse. If the option isn’t available on your tracking link, then the courier doesn’t have the ability to do this. We are able to update your address prior and after the order has been fulfilled but not after given to the courier. If you do need to update your address contact us ASAP to resolve this issue. Unfortunately, the TourGear Designs Support Team aren’t able to amend the delivery address of your order once it’s been fulfilled and handed over to the courier.
SO WHAT IF I’M NOT THERE TO RECEIVE MY PACKAGE?
If you can’t change your delivery address, and no one else can accept the delivery, it will be returned to us and you’ll be refunded in full. However do keep in mind that returns can take longer than usually during COVID-19. Please verify everything is correct with your address before placing your order. The courier may leave your order in a safe place at the address if it’s student accommodation or your place of work, for example, so we’ve extended the returns period to accommodate for that!
HOW LONG DO I HAVE TO RETURN?
Our advice on returns at the moment is to not rush. We’ve extended our returns policy to 90 days to give everyone plenty of time to return items to us when it’s safe to do so. Please check and follow the restrictions set by your local government, which may reduce the operating systems and hours of your local drop-off points or classify returning items as non-essential travel. Thank you; stay safe.
HAS COVID-19 IMPACTED TOURGEAR DESIGNS’S SUPPLY CHAIN?
Currently, our production operations haven’t been impacted by the spread of COVID-19. We’re monitoring the situation very closely, working with local authorities in affected regions and following the advice of the World Health Organization. The welfare and health of our suppliers are a top priority for us. Should the authorities recommend taking additional action, we’ll be sure to follow their guidance.
I'M NERVOUS ABOUT PRODUCTS BEING SHIPPED. WHAT PREVENTATIVE MEASURES ARE YOU TAKING
All of our products are shipped from our local warehouse in Toronto, Ontario, Canada and are handled one at a time while keeping up with social distancing standards. We have put preventative measures in place to ensure all of our products are being handled safely, hygienically, and all of us have been trained on updated safety protocols.
I HAVE MORE QUESTIONS
You can contact us directly through our Contact Us page or through Instagram DM's. We will get back to you as soon as we can.