FREQUENTLY ASKED QUESTIONS
Do I need an account to make an order?
Signing up for an account is not necessary; however doing so keeps you updated with your order history, tracking information as well as our newsletter and special promotions when they become available. We often have promotions that are specifically for ‘followers’ and registered users.
Is it safe and secure to order online?
Your online safety and the security of your personal information are of the utmost concern to us. We process all of our transactions via the PayPal online payment service - the most trusted name in online payments. PayPal adheres to international PCI (Payment Card Industry) standards and meets CISP (Cardholder Information Security Program) standards for data protection to help protect your personal and financial information.
What payment methods do you accept?
We accept all major credit cards (American Express, Visa, and MasterCard) as payment in addition to PayPal. **Please note: Registration with PayPal is NOT required**
How do I change currency?
You can select your desired currency by using the currency drop-down menu located at the top-left corner of any page. Muddy George processes and charges orders in Canadian currency (CAD). Please note that currency conversions provided on our website are for informational purposes only and are subject to change - in correlation to the most current exchange rate. The currency converter is an approximation but is not always guaranteed to be exact.
What is the return/exchange policy?
Returns or Exchanges may be done within 14 days from purchase date. We kindly ask that all valid returns must be in unworn condition with attached tags and packaging. Muddy George will not accept any returned merchandise without prior written communication. Returns must be authorized via email before shipping – we will provide a return authorization form to be included with the package. Upon inspection and approval, exchange or store credit will be provided, no refunds. All sale items, discounted, promotional and/or apothecary merchandise, including any discount/promo codes used are final sale and are ineligible to be returned or exchanged.
Please see ourReturnssection on ourPoliciespage for more information.
Does my store credit expire?
Once we credit your account, your store credit will be valid for 365 days. It can be redeemed in store as well as online. To redeem your credit for online purchase, please contact us at 647-748-9000 or email firstname.lastname@example.org.
What are your shipping costs?
Shipping costs are calculated based on the shipping location and the size (value) of your order. In store pickup is available at no charge. Please see our Shipping Rates & Delivery Times for more information.
Does Muddy George ship internationally?
Muddy George ships worldwide. Please note international orders may be charged customs fees by the destination country’s government. We have no control over if and how much you are charged for customs. We are not responsible for any additional charges the destination country imposes on you. Please note: We ship to almost every country worldwide except for a few exclusions. Please email email@example.com if you do not see your country listed.
How do I know when my order has shipped out?
Once your order has been processed, you will receive an email receipt confirming your order. Correctly completed orders are usually processed and shipped within 24 hours. Orders placed on Saturday, Sunday or holidays will be processed and shipped within 24 hours of the following Monday or business day. Once shipped, you will receive a tracking number via e-mail which you can use to track your order. If you do not receive a notification please check your spam or junk folder before contacting Muddy George.
I just placed an order, but can I modify or edit it?
If you would like to modify or edit your processed online order, please have your order number ready and contact us at 647-748-9000 or email firstname.lastname@example.org as soon as possible. Please note that our business hours are 11 AM – 7 PM (EST).
Can I place an order online and do in-store pickup?
"In Store Pickup" is available at no charge. Do not use this shipping option if any delivery is required. You can select this option on the ‘shipping method’ section of our checkout page. The credit card holder’s valid driver’s license or government photo ID and credit card used for the transaction are required upon pick up to release the goods. No exceptions.
Will you re-stock certain items?
We have no specific policy about re-stocking. When certain items sell quickly we will attempt to re-stock the sizes. Stay updated by checking our website and/or following us on social media.
Can I get more information on a product?
If you require any additional information on any of the products on our website please email us and we will try to provide you with all the information you require.
How do I determine my size in an item?
We understand the importance of purchasing the correct size when ordering online. We are doing our best to update each product with accurate and detailed sizing measurements. You can find this information by browsing to the bottom of the product description - A variance of .25" is to be expected. We recommend comparing product measurements to a similar, well fitting garment in your wardrobe. To measure accurately, place the garment on a flat surface and use a measuring tape.
Sizing and fit for items can vary between and within brands. If you are unsure of your size or how a particular item fits, email us at email@example.com and we will gladly provide additional measurements.
What is the typical response time to a customer inquiry?
Every customer inquiry is important to us, and we strive to have your questions or concerns resolved as promptly as possible. Response time is usually winthin 24 hrs. If you wish to speak with us directly, please call 647-748-9000 during business hours (11 AM – 7 PM EST) or email firstname.lastname@example.org
How do I stay updated with the latest news from Muddy George?
You can learn more about us and stay connected by subscribing to our Newsletter Email, and by following our Facebook, Twitter, and Instagram accounts.