Shipping & Frequently Asked Questions
How long until my order is ready to ship?
Custom orders are currently ready to ship in approximately 2 weeks. This is subject to change, so please check the banner at the top of the home page for current turnaround times. Ready to ship (RTS) orders ship within 1-3 business days from receipt of payment. If your order contains RTS items as well as custom items, you can choose to split your order into two shipments or wait until your custom order is ready to ship. Please leave a note at checkout if you would like your order split in two (extra shipping charges will apply). If not specified, RTS items will ship with custom orders.
How much does it cost for shipping?
Once you go through the order checkout process, you will be directed to a shipping page, which will calculate the cost of shipping your items to your area. Shipping within Canada starts at around $14. Follow us on Instagram and Facebook to hear about our special flat rate shipping deals, which we offer periodically. Shipping is free within Canada for orders over $200 - use code FREESHIP at checkout.
Comox Valley Pickup
If you would prefer to pick up your order in person, local contact-free pickup is available. We are located in Merville, BC on Vancouver Island, just north of Courtenay and south of Campbell River. We offer an alternate pickup location just south of Courtenay in Royston as well. If you would like to pick up your order choose LOCAL PICKUP under shipping at checkout. We will email you pickup details when your order is ready.
Can I track my shipped item?
Yes! Items are shipped via Canada Post regular parcel service. When your item ships you will receive an email notification, which also contains a tracking number so you can track your shipment. US orders also come with a tracking number. Tracking numbers are not available for international orders. Any import duties, handling charges and taxes for international orders are the responsibility of the customer and are not included in the item price or shipping cost. Please be sure to check with your country's customs office to determine what these additional costs might be before placing your order.
Are your toques handmade?
Yes! All our chunky toques are 100% hand knitted originals. We also make all of our own pom poms using the highest quality faux fur. Items are all finished with custom branded, washable ultra leather tags or wooden tags. Tags on adult items are fastened with brass rivets; tags on baby hats (0-3 month and 6-12 month size) are securely sewn on to minimize small parts for safety reasons.
What type of materials do you use?
Our Classic Line is hand-knitted using a soft and cozy premium yarn blend of wool and acrylic. Our Luxe Line items are made with 100% fine ethically-sourced Merino or Peruvian wool. Classic Line Twist Headbands and Slouchy Beanies are handmade from either 100% acrylic or acrylic blend yarns (check item details for specific yarn used). Some yarns feature a variety of colors, which means that no two items will be the same and there may be slight variation from what you see in the pictures. While we do our best to accurately depict the colors in the photographs on our website and in social media, please keep in mind that colors can vary widely from one computer screen to another.
Is my toque washable?
Check individual item details for specific washing instructions. In general, we recommend that you spot wash or hand wash your toque and lay flat to dry. Do not iron or put in the dryer. Carefully spot wash the faux fur pom pom if needed. Pom poms can be revitalized with a quick combing and/or fluff with a hair dryer on low setting, being careful not to overheat. Do not iron. Heat will melt the fur.
How accurate is your sizing?
Our sizing is based on average head circumference measurements. We advise you to measure head circumference using a soft measuring tape and choose your size based on those measurements rather than relying on the age ranges listed. Keep in mind our toques are very stretchy! When in doubt, order a size up. If you have any concerns or questions about sizing please feel free to send us an email.
Our sizes are as follows:
0-3 months - fits approximately 11-13"
6-12 months - fits approximately 14-16"
1-2 years - fits approximately 17-19"
3-12 years - fits approximately 19-21"
Adult - fits approximately 21-23"
Adult - fits approximately 23-25"
Do you accept returns?
Because custom orders are created especially for you to your specifications, we do not offer refunds on custom orders. We are however, committed to you loving your item and we stand behind our product, so if you have any concerns please contact us within three days of receiving your order and we will work out a solution. When ordering custom toques please make your selections carefully.
These items contain parts that may pose a choking hazard for young children. Do not leave your young child unattended with this item. The stitching in knitted items is not always able to withstand probing baby and toddler fingers. Back40 Designs is not responsible for any damage caused to this item by your child.