FAQ
Where do you ship, and how much does it cost?
$10 CAD flat shipping per order. Canada only.
Are the hoodie and pants sold together?
No. They are sold separately unless a listing explicitly offers them as a set.
When will my preorder arrive?
Preorders are open for 21 calendar days, and dates are to be announced. Orders are estimated to leave us 14–21 calendar days after the cancellation period ends, which is not counted from the day you order. Delivery then takes an additional estimated 3–5 days, depending on your destination and the carrier.
Can I cancel my preorder?
Yes, until 3 calendar days after the preorder window closes. Email us with your order number; the time we receive your request is what counts. A full order cancelled in time is refunded in full, including shipping.
How do I choose my size?
Use the size guide on each product page. We do not offer returns or exchanges for a size selected incorrectly, unless our size guide or description was inaccurate or we sent the wrong size.
How do I care for my clothing?
Low-temperature washing and drying help reduce shrinkage and preserve colour. Follow any garment-specific care instructions supplied with your order.
- Turn inside out and machine wash cold on a gentle cycle with similar colours.
- Use a mild detergent. Do not bleach; avoid fabric softener.
- Tumble dry on low heat and remove promptly. Do not overdry. Reshape while damp and lay flat to finish drying if needed.
- Do not iron directly on embroidery.
What if my item is wrong or defective?
Contact us within 14 calendar days of receiving your order with your order number, a description of the problem and photos where reasonably possible. We will arrange an appropriate replacement or refund and cover reasonable return shipping if the item needs to come back. Your legal rights still apply after this period.
Can I return something if I change my mind?
No. We do not accept change-of-mind returns or exchanges.
Can I change my shipping address?
Email us as soon as possible with your order number and the correct address, and we will let you know whether we can update it.
How do I contact you?
Email nctrn.ca@gmail.com. Support is by email only, and we aim to reply within 1–2 business days, excluding weekends and Ontario public holidays.