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FAQ

Ordering

What payment methods do you accept?

We accept Applepay, Visa, Mastercard, American Express and Discover. We also accept payment by PayPal. 

Can I cancel my order after I place it?

Once you have placed your order it is immediately processed and it cannot be cancelled nor can shipping addresses be edited. Only in the instance an item becomes unavailable and cannot be backordered, will your order be cancelled and fully refunded.

A product I ordered recently just went on sale. Can I get a price adjustment?

If you received the product in the last 14 days, yes we will provide a store credit for the difference between the price you paid and the new sale price. Contact us at hello@soill.ca to request a price adjustment.

Shipping

How long will it take to ship my order?

Please allow a 2-3 days processing time for your order. Shipping times depend on the shipping method chosen and on couriers availability.

*Once items are ordered, item will be shipped and returns will be under normal return policy.

Which shipping carriers do you use?

We ship orders through FedEx, UPS, DICOM, DHL and Canada Post.

Will I get a tracking number?

Yes. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online. Please ensure that you check your junk mail if you have not seen the confirmation emails we send you.

Are International orders subject to duties and taxes?

Yes, duties and taxes on international orders are billed by the shipping company and paid for by the customer upon arrival. So iLL does not control import or clearance cost for overseas orders. This is the responsibility of the customer.

I'm an international customer. What if customs refuses my shipment?

If any items are refused at customs & sent back the customer will incur a 30% fee + deduction of shipping costs.

What if my package is lost or stolen in transit?

So iLL is not responsible for, and does not file claims for lost and stolen packages. We strongly encourage all purchases include coverage of Route package protection. In the event your package is lost, we suggest the following: First, if a package is marked "delivered", and cannot be found, we encourage you to check in with nearby neighbors or your local FedEx/UPS/USPS office or hub. Sometimes packages can still be recovered. Due to the rise of package theft, we encourage our customers to purchase Route shipping insurance at checkout. If you are experiencing delivery issues and purchased Route insurance, please file a claim here. If Route shipping insurance is not purchased, we are not liable to replace or reship items.

How do I get free shipping on my order?

Free shipping (Canada Only) is automatically applied to your order when your cart total is a minimum of $150 prior to taxes.

What shipping method do you use if my order qualifies for free shipping?

We will ship by Canada Post Expedited Parcel. Normal transit time for this service is 2 to 8 business days depending on where you are located in Canada. Free shipping does not include express shipping options such as Second Day Air or Next Day Air.

I live outside of Canada. Am I eligible for free shipping?

The free shipping promotion is limited to customers within Canada.

Returns

What is your return Policy?

We have a 14 day time limit for returned goods from the delivered date. In order to be returned, items must have their original packaging, and all tags intact.  All returns may be subject to a $14.99 restocking fee. Exchanges will not be subject to the restocking fee. Refunds will be returned to the original form of payment used, less any shipping fees.  To initiate a return, or see if your items are eligible, please visit our returns portal here

Once your return or exchange is approve, simply repackage the items being returned along with a copy of your return approval (it gives us your original order number for matching), and ship the package to:

So iLL Canada

16-4325 Harvester Rd

Burlington ON. L7L 5M4

 

After the item has been received and checked for quality it may take us up to 10 business days for processing.

No Returns or exchanges on masks and closeout items will be possible.

International Return Policy

Same return rules apply to all International customers. International customers will have to pay for return shipping to our warehouse. This policy applies to those customers in USA and Mexico as well.

 

Shoe Exchanges

What items are eligible for free exchanges?

All shoes including climbing, lifestyle and approach shoes. Please check the item product page to verify. Closeout shoes, One-Offs, Flash-sales, and factory blem shoes are not included in the free exchange program.

What is your shoe exchange policy if they don’t fit?

Your first exchange is on us within 14 days from the day received. To initiate an exchange, or see if your items are eligible, please visit our returns portal here. If you have any additional questions, please contact us at hello@soill.ca, and we will help you out. Any additional exchanges will be paid by the customer.

Shoes MUST be in unused, like new condition, with all the original packaging. If we receive your shoes in unsatisfactory condition, we will send the shoes back to you.

If you are an International customer and wish to exchange your shoes, the customer will have to pay for shipping to our warehouse.

No returns or exchanges on closeout shoes, One-Offs, flash sale, or Blem shoes.

Can I exchange my shoes for a different model?

Yes. You may choose to go with a different model. Any models with a higher retail value will be charged the difference in price. Any models with a lower retail value will get the difference reimbursed by store credit. 

I wore my shoes once, can I still exchange them?

Items MUST be returned in new condition. If items are not returned in original condition with original undamaged box and packaging, the shoes will be sent back to you.

How many free exchanges can I do?

Since we are covering shipping twice on our dime, we have limited free exchanges to one per order. You can still do a second exchange in our self-service return portal, but you will need to pay for the second return label. 

Do I have to pay for shipping on exchanges?

No, you can obtain a pre-paid shipping label from our returns portal. This applies for first exchanges within Canada and only on eligible shoe items.

Can I return them to the gym?

Online orders must be returned to us with the return label provided.

Can I exchange my shoes at a store that carries them?

Not if the shoes were ordered online directly. If ordered from a shop, please exchange them at the shop you ordered them from.

General

Do you have exact measurements of the shoes?

We have taken great strides to ensure our sizing chart is as accurate as possible. Please refer to the sizing chart for the model of shoe you are interested in for accurate So iLL shoe sizing.

Can I compare the size of the So iLL shoes to my current climbing shoes?

All brands have a different take on their sizing (including different sizing within brands) Please refer to the sizing chart for the model of shoe you are interested in for accurate So iLL sizing.

How much will the shoes stretch?

Leather shoes can stretch: up to 1 full size

Synthetic: tends to ebb and flow during a session. Synthetic will become more malleable as you wear them and then revert back to size when they are cold.

Are the shoes shoes Vegan?

All of our synthetic models are Vegan friendly.