Faq

Customer Service

What is the best way to contact you? At the moment we only offer customer service via email support. For questions or comments about the online store, please email info@west49.com , for in-store questions or comments please email info@west49.com . We do have a toll free phone number (1-800-669-1258) where you can leave us a message and we will email you a response. We are committed to providing the best customer service possible - we promise to respond to all inquiries within 1-3 business days, and all emails are answered in the order of which they were received. We are open Monday-Friday 8am-5pm EST.

I have a question/comment/concern regarding one of your physical stores how do I let you know? Please email info@west49.com for all in-store concerns. If you happen to have a great story about a helpful employee or pleasant shopping experience, please drop us a line we always love hearing from our customers!

How do I unsubscribe from your promotional emails? We’re sorry that for whatever reason you no longer wish to receive our emails! Please know, you can opt out at instantly, any time by clicking the unsubscribe button located at the bottom of all email newsletters. If you are still receiving emails please send us an email to memberservice@west49.com from the account of which you are subscribed from (or include the email address you wish to unsubscribe in the body of the email).

Can I contact you through social media? We are on Instagram, Snapchat, Twitter, Facebook and Pinterest, and we love interacting with our customers. If you have a direct question/concern regarding online shopping please contact us through our email as we will be able assist you more efficiently. For in-store concerns, please contact info@west49.com or for online concerns please contact info@west49.com .

 

International Customers

I fell in love your products, can I have an order shipped to my country? Unfortunately at this time we only ship to Canada and mainland United States. You must have a valid billing and mailing address in one of those countries in order to make a purchase. We are looking into expanding to more countries, and when we do so, you’ll be the first to know! We appreciate your interest and your business!

 

Products

Is this item sold in any stores or just online? All items in stores are sold online, but not all online items are in all of the stores. Your best bet is to use our Store Locator and contact the store directly to see if they have it in stock. That said, if a product, quantity or size is not listed on our website, it may no longer be in stock. If you'd like to stay up to date on our new arrivals, sign up for our email newsletter or check back on our site regularly. We upload 100's of new items every month!

I want to order an item but the size I want does not appear. In most cases, this means we are sold out of that item in that size. The website will only show sizes and colours of items that are available. Check back on the site regularly or contact your nearest West 49/Amnesia. You can find the closest store by using our Store Locator.

Can I use my Gift Card or Merchandise Credit as a form of payment online?   At this time we can only process Credit Card, Select Debit Cards and Paypal, we are working towards allowing gift cards to be used  transaction in the future.

What is my Gift Card balance? There should be a toll free 1-800 number listed on the back of the Gift Card you can call to find out your balance. If you are visiting on of our stores, they can check your balance at the cash. 

 

Placing Order/Technical Difficulties

What methods of payment do you accept? West 49/Amnesia accepts American Express, MasterCard, Visa, Interac Debit Cards, Visa Debit Cards, Paypal and some pre-paid credit cards for payment of purchases made through this site.The cardholder must be the individual placing the order.

I just placed my first online order; your site sent me an email with a promo code for 10% off. The email said if I entered the promo code I would get 10% off my next online order. Can you please apply it to my order after I have placed it already? Unfortunately coupon codes cannot be applied after an order has been placed. On our website it states that if you sign up you will receive a welcome coupon. Your coupon can be saved for your next online purchase with us. We apologize for any confusion.

An item is showing up at the incorrect price/promotion. Send us an email with the product number and we will fix the issue on our site. If you have already placed your order, please send us your order number and we will refund any over charges.

I am getting the message “There Has Been an Error Processing Your Request” or “Shipping is Not Available At This Time” when attempting to place an order. How do I fix this? If you're estimating the shipping amount, begin by ensuring you've entered your postal code along with your province. If you continue to experience problems, please log out, clear your cache and restart your browser, this should resolve any outstanding issues. Please let us know if any difficulties persist.

I am trying to log in but I forgot my password/your site won’t accept my password. How do I access my account? First, please hit the Forgot Password link just below the login and follow the prompts. If this does not work, please send us an email with the email account originally used to register and we will respond as quickly as possible with a temporary password. If you are trying to make a purchase over a weekend or holiday and you don’t want to miss a sale or lose out on the last item in stock, it may be simpler to make a new account with an alternate email address.

How do I change my shipping address after placing an order? Please email us with your order number and provide an alternative address as quickly as possible and we will do our best to adjust it. Once an order has been processed, we are unable to change or update that order. Please ensure before checking out you verify your all your information before hitting “Submit” - especially if you have auto fill turned on in your browser.

Can I change my order after I have submitted it? If your order status says “Complete,” we are unable to change or update that order. If your status is “Processing,” please email us as quickly as possible with your order number and any changes you require. Please note we cannot substitute more expensive items. We will do our best to adjust sizes/colours you want changed but that may not always be an option. Please double check your order before placing it to avoid any potential disappointment. Canadian Orders can be refunded within 30 days through the online store or at any of our 80 locations across Canada. Please see our Return Policy for more details.

Can I add more items after placing my order? Unfortunately we are unable to charge you more as your card has been pre-authorized for only a certain amount and no more. If you wish to purchase another item you will need to place another order.

Can I upgrade my shipping method after placing my order? Unfortunately, upgrading your shipping method like has an additional associated charge and we are unable to charge you more as your card has been pre-authorized for only a certain amount and no more. If you need your order sooner please contact us before it has been shipped with your order number and we can cancel it for you to replace it with a faster shipping method.Please note that shipping times are from the day the order is shipped and not placed. If you place your order on Friday and it’s shipped Monday, the delivery time begins on Monday and only business days are counted.

Can I cancel my order? If you need to cancel an order once placed, please email us immediately as we are unable to change the status of your order once it is processed.

 

Order Status/Tracking Shipment’s

What is the status of my order? If you have an account with us, you can log in and see the status of all past orders placed with us. If your order has been completed you can find your tracking information in your account to use on Canada Post’s website.

I received an email stating that my order has been completed. Does that mean it has been shipped to me? A “Completed” status indicates your order has been processed and mailed. You will need to check your tracking number on Canada Post’s website after 24 hours of completion to see status updates.

When I look at the status of my order it says “Processing,” what does that mean? After placing an order the status will automatically be listed as Processing and it will stay that way until your order has been fulfilled. After it is fulfilled the status will change to Complete which means it has left our warehouse and on its way via Canada Post. When the status is listed as complete you can find your tracking information listed online.

When I look at the status of my order, it says “Payment Review,” what does that mean? Our site verifies your billing and mailing address with your financial institution. We have this feature as an extra layer of security for our users. We look over all “Payment Review” statuses to ensure there are no fraudulent orders. It is nothing to worry about and after your order has been fulfilled the status will change to “Complete,” which indicates it has left our warehouse and on its way via Canada Post. When the status is listed as “Complete,” you can find your tracking information listed online.

I placed an order a few days ago, why has it not been shipped yet? We do our best to ship items out within 1 business day, but if an order is placed on a weekend, long weekend, holiday, large sale/promotion or during peak shopping seasons (Christmas, Back to School etc,) it may take a few extra days. Please have patience with us as all purchases are shipped in the order of which they were received. Xpress Post or Priority Shipping orders are prioritized. 

My package was shipped and it hasn’t arrived yet, where is it? If your package has not arrived in the promised delivery time (7-12 business days for Standard, 3-5 business days for Xpress and 1-3 business days for Priority) please send us an email with your order number and we will investigate. If your order has not arrived within the allotted time, we will refund any shipping fees and open an investigation with Canada Post, who delivers all of our packages.

I did not receive my order confirmation email. Please check your spam folder to locate the email and ensure we are not marked as spam (so that you may receive future confirmations from us as well.) Also please check alternative email addresses that you may have used when placing your order.

 

Return Policy/Received Orders/Refunds

What is your return policy for online shopping? You have 30 days from the date you originally purchased your items to decide if you want to keep your order or not. Refunds will be credited in the manners in which payment was made with the exception of Paypal and Visa Debit. Purchases made via Paypal or Visa Debit may be refunded in store in the form of merchandise credit. Refunds can only be credited to your Paypal account or Visa Debit if the item is returned by mail to the online store. If you do not live near a store you can fill out a return request (RMA) to send back your items for a refund only. Customer is responsible for shipping fees incurred in the refund process. If we have shipped you the wrong or damaged item, please contact us and we will send you a prepaid shipping label for your return. Unfortunately all US orders are Final Sale. Returns cannot be made at our Outlet locations.

How do I return an item to the online store? In just 5 easy steps!

    1. Log into your Account
    2. Under Account Dashboard find your original order and click View Order
    3. Click the blue Return box in the top right hand corner.
    4. Fill in the form, selecting the item you wish to return and the reason for your return.
    5. Click Add Item to Return to add another item to your return request, otherwise click Submit.
    6. You're done!

We will review your request and once it's been approved, instructions will be emailed to you on how to return your item via Canada Post.You can track the progress of your return request by logging into your account and clicking My Returns under the Account Dashboard.

May I return my purchase to my local West 49/Amnesia store? If you live by a physical store you can bring your items in to either return or exchange them as long as the tags are still attached and you bring in your invoice. All items except for swimwear and intimates can be returned in store. Returns cannot be made at our Outlet locations.

Help, I received the wrong item/damaged item! Oh no! We are terribly sorry. We do our best to ensure all orders are correct and that there are no defects in your new West 49/Amnesia swag, but sometimes we make mistakes. We hate making mistakes, so if you do receive the wrong item or defective merchandise please email us right away with your order number and all applicable information and we will send you a return shipping label. We will either replace the item or pending on inventory, or provide you with a full refund.

There is an item missing from my order, what happened? We do our best to ensure our online inventory is up to date and accurate, on rare occasions, our site may not refresh quickly enough and someone else may have purchased the last item at the same time you have. Check your invoice and if the item is not listed then it means it was sold out and was removed from your order. You were not charged for the sold out item. If the item appears on your statement and isn’t hiding anywhere in your package please send us an email with your order number and the full product number missing and we will start the process of sending the missing item to you if it is still in stock.

When will my refund show up? All refunds are issued back to the original form of payment. Refunds should appear on your account in 2-3 business days after processing. If your refund does not show on your account balance within this time after we notify you it has gone through, please contact your financial institution for more information.

 

Discounts, Coupon Codes, Loyalty Cards and Tax Exemptions

How do I use an SPC Card on the online store? SPC cards can be used online by entering your unique SPC card number at the checkout to receive 10% Off. SPC cards are non –transferable and cannot be combined with other discount cards. For more information about the terms of use for SPC Cards, click here.

Can I use someone else’s SPC for my order? SPC Cards are non-transferrable. Misuse of either program may result in the loss of use of the card and your order will be cancelled and refunded back to you.

I received a promo code after I placed my order, can I still apply it? Unfortunately coupon codes cannot be applied after an order has been placed. On our website it states that if you sign up you will receive a welcome coupon. Your coupon can be saved for your next online purchase with us. We apologize for any confusion.

I received a promo code, can I use it in a physical West 49/Amnesia store? Promo codes or coupon codes are only valid online. 

I placed an order right before/after a sale, can I get a price adjustment? Unfortunately, we do not offer price adjustments for large sales such as Black Friday or Boxing Day, etc... The best way to avoid missing a sale is to stay up to date with our newsletter: Sign up here.

Can I get the Ontario First Nations Point-of-Sale Exemption on my online order? We do not offer Ontario First Nations Point-of-Sale Exemptions through our online store because we are unable to verify eligibility. Click here for more information about how to receive your exemption. 

 

Accessibility 

What is your Accessibility Plan? Please see our Acessibility Plan here