Returns & Warranty Information
ICEBREAKER.COM – NEW PRODUCT RETURNS
The Return Shipping costs are on us, mate.
GOOD NEWS! We offer FREE Return shipping using the included Canada Post Return Shipping Label and a Return Authorization from Icebreaker.com.
You can return Icebreaker that you purchased directly from icebreaker.com as long as it is unworn, unwashed, and in the original packaging (this includes tags still attached). This may be returned for a refund or exchange for any reason within 90 days from the ship date.
To Return Your Icebreaker.com Product:
- Go to the sign in page.
- Under “Return a Product” enter your Order Number (IB-CA-XXXXX) and billing post code.
- Select “Start a new return for this order”
- Select the items you wish to return, select the reason, and choose a refund or exchange.
- Print your Online Return Authorization (RMA) and include it in the return package.
- Please note an Online Return Authorization (RMA) is an essential part of the returns process – product sent back to Icebreaker without one cannot be processed and will be returned to sender.
- Pack the RMA and the product you’re returning into a shipping container (feel free to re-use the one we sent you, but please cover up the old tracking bar code!).
- In your original shipment, we have provided a Canada Post shipping label to attach to your return.
- Please affix this shipping label using clear plastic shipping tape over the entire label. This label will allow you to return your Icebreaker at no charge. If you do not have a shipping label or have a damaged one that needs replacement please give us a call and we will email you one.
- Please label the exterior of the container with your RMA# in bold lettering.
- Please address your parcel to:
Icebreaker Merino Clothing
9835 Dallas Drive
To ship, please take this package to any Canada Post location. To find your closest Canada Post location, visit www.canadapost.ca and select “Find a Post Office”.
We recommend you keep a copy of the tracking ID for your package. Icebreaker is not responsible for lost return shipments.
Please reference your RMA number when you correspond with us.
- Exchanges are subject to availability. A refund will be processed if the product you requested is unavailable.
- All Returns and Exchanges must be arranged through our Online Return Authorization Request at www.icebreaker.com.
- We reserve the right to limit returns.
- We cannot accept Cash on Delivery.
- You must include a return address during the Online Return Authorization Request process if it is different from the original shipping address.
- All refunds will be issued based on the original form of payment.
- Please allow 5-7 business days for our warehouse to inspect your return and process your refund or exchange.
Return via an Icebreaker Store:
You can return your Icebreaker purchased on Icebreaker.com to any of the Canadian Icebreaker Touch Lab stores. Click here for store locations. Please bring a copy of your Order Confirmation (receipt) with you for the return to be processed in store. The Order Confirmation was displayed when you originally placed your order, but if you don’t have a copy of it handy you can find and print it in one of the following ways:
- Print a copy of the Order Confirmation email message that was sent to you immediately following checkout.
- Print a copy of your Order Confirmation via the Web by viewing your Order History and selecting the order you need to return.
We guarantee Icebreaker to be the world’s most comfortable & best performing merino clothing. If you’re not completely satisfied with your Icebreaker, return it within 90 days using the instructions below and we’ll be happy to replace or refund it. After 90 days, please refer to our warranty information.
- If you purchased your Icebreaker from Icebreaker.com, please contact us at 1 866 403 0576 or CustomerService.CA@icebreaker.com for return instructions & mailing address.
- If you purchased your Icebreaker from a local retailer or one of our Icebreaker Touch Labs, please return your product directly to them. Contact us with any questions or issues.
lifetime sock guarantee
At Icebreaker we take pride in the quality of our socks and guarantee 100% satisfaction with your purchase. If for any reason you are not completely satisfied with your socks we will provide you with a new pair or a refund. Please visit your original location of purchase to receive your replacement or refund (proof of purchase is required for refunds).
We will replace your Icebreaker garment within a year of purchase if it has been damaged by faulty fabric, stitching or manufacturing. Please return your garment as soon as possible so we can assess its condition and send you a replacement. Damage that occurs after a year is usually caused by wear and tear.
Please click here for instructions on how to process a warranty request.