Frequently Asked Questions
1. What are the benefits of merino wool products?
Our merino wool products offer a range of benefits. They provide incomparable warmth, deluxe comfort, durability, versatility, and eco-friendliness. The smooth and tight knit construction of merino wool clothing ensures exceptional warmth while maintaining breathability. It is also naturally moisture-wicking, odor-resistant, and hypoallergenic, making it perfect for all-day wear.
2. What types of merino wool products do you sell?
We sell a range of high-quality merino wool products, including beanies, gaiters, socks, and shirts. Our products are crafted with care to provide the utmost comfort and style. More products are coming soon!
3. How do I care for my merino wool products?
To ensure the longevity of your merino wool products, we recommend following the care instructions provided with each item. In general, merino wool can be machine washed on a gentle cycle with cold water and mild detergent. It is important to avoid using bleach or fabric softeners. After washing, reshape the item and lay it flat to dry. Avoid wringing or twisting the fabric. With proper care, your merino wool products will continue to provide warmth and comfort for years to come.
4. What is your return policy?
We have a 30-day return policy. If you are not satisfied with your purchase, you can request a return within 30 days of receiving your item. Please ensure that the item is in the same condition as when you received it, unworn or unused, with tags, and in its original packaging. Certain items, such as perishable goods, custom products, and personal care goods, are not eligible for return. For more details, please refer to our refund policy.
5. How long does it take to receive a refund?
Once we have received and inspected your return, we will notify you of the approval status. If your return is approved, we will initiate a refund on your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process the refund.
6. Can I exchange an item?
If you wish to exchange an item, the fastest way is to return the item you have and make a separate purchase for the new item. Please follow our return process as outlined in our refund policy.
7. Do you offer international shipping?
Unfortunately we do not, at this time Treow only ships within Canada.
8. How can I contact customer service?
If you have any further questions or need assistance, you can contact our customer service team at customer.service@treow.ca. We are here to help!
9. Where is my product?
Once an order has been submitted please allow 2-3 business days for processing. After this time an order confirmation will be sent to you via the email address provided. Once your order is confirmed please allow 2-3 weeks for shipping. If your product has not been delivered within 4 weeks from the date of your order submission please contact us at customer.service@treow.ca.
10. Where is my tracking number?
At this time tracking numbers are sent automatically after your order has shipped. After receiving your order confirmation, please allow 2-3 business days for the shipping notification and tracking number to be sent to you.
Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at customer.service@treow.ca.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send it.