FAQ

Welcome to Usolo Outfitters! We offer curated lifestyle clothing for men and women with active lifestyles. Take a read through some of our most commonly asked questions. If you don’t see an answer to a question you have, please reach out to our online chat or send us a message at info@usolo.com, through Facebook Messenger, or tweet us @usolo_.

1. Who is Usolo Outfitters?

Usolo Outfitters was founded in Victoria, BC in 2019. We're all about blending individual style and comfort. We round out our selection with pieces from brands we love – ones who are obsessed with practical designs and upscale looks as much as we are.

2. What brands do you carry?

The primary brands we carry are: Koton, People by Fabrika, and Happily Ever Paper. We are continually selecting the best items from the most popular brands, expect great offerings everyday at Usolo Outfitters!

3. Do you have any physical stores?

We currently operate one brick and mortar store that is located in Mayfair Shopping Centre in Victoria, BC. 

4. Where can I find sizing information?

You can review sizing information on the product page of each item. If you wish to get more information about our sizing, or are unsure which size to pick, please send us a chat, message, or email — our team is available online to help you!

Sizing Guide - Women

Sizing Guide - Men

5. Is Usolo Outfitters sustainable?

We make every effort to minimize waste at every step. We use environment-friendly materials to prepare and package our clothes. Our 100% Compostable Mailer is a great step towards sustainable packaging, and can be composted both at home and commercially. Also, our totally compostable shipping labels and wrapping paper stickers do not have a protective top coat. This is to ensure that the labels are not eco-toxic and are aligned with ASTM D6400 compostability requirements. A top coating helps prevent high sensitivity but it also prevents microorganisms entering the material which are necessary for efficient composting. Not done! Our white tissue paper is made entirely from post-consumer & post-industrial content and is recyclable and naturally biodegradable itself, of course.

Also, as part of our commitment to reducing environmental impact, we have eliminated paper invoices. Your Shipping Confirmation & E-Receipt emails are considered your receipt now.

Gift orders are sent via email with a personalized gift message.

What's more, we work hard to ensure that our inventory is well-managed in order to save materials and reduce overstock.

We invest into special offerings that are made of eco-friendly materials and processes. Recycled cotton and polyester blends, organic cottons, modal, rayon and ramie contents are a big part of our selections.

As we grow, we will continue to add new ways to integrate sustainability into our daily operations and business practices.

6. What can you tell me about your design and manufacturing process?

We work with world class designers and brands that honor sustainability, ethical production practices, and comply with the International Labour Organization (ILO) rules and regulations.

7. Where do you ship? Are there any shipping restrictions?

Usolo Outfitters currently ships to all US and Canadian addresses.

We offer in store pick-up and same day delivery in Victoria, BC.

If your order contains items that require shipping to multiple locations, you’ll need to place separate orders for each address. You may only ship to one address per order.

Refused Shipments:

We do our best to ensure your items arrive in perfect condition. However, in the unlikely event that your delivery arrives in a damaged condition, please accept the delivery and contact us so that we can get you sorted.

If you refuse your order, or any part of it without authorization from us, you’ll be responsible for all shipping charges.

Redirecting An Order

Please make sure your shipping address is correct as we can’t redirect orders once items have been dispatched. Sorry!

8. How much does shipping cost? Shipping options and order cut-off times?

We offer $15 Flat Rate on all orders to both the Canadian and the US addresses. 

Delivery options and estimated delivery times are provided at the checkout. 

Orders shipped to P.O. box addresses, rural postal codes, and remote locations can reach your destination through Standard Shipping only. Please allow additional time for orders shipped to these addresses.

Order Cut-Off Times:

Standard

Orders placed Monday to Friday before our shipping cut-off time of 2pm PT will be shipped the same day. All orders placed after the cut-off time on Friday will be shipped the following Monday. Orders placed on weekends or holidays will be processed the next business day.

Express & Priority Shipping

Orders placed before our shipping cut-off time of 2pm PT will be shipped on the same day Monday to Friday. All orders placed after the cut-off time on Friday will be shipped the following Monday. Orders placed on weekends or holidays will be processed the next business day.

All orders are subject to availability and credit authentication. During sale and holiday periods, additional processing time may be required.

9. What about Taxes, Customs, and Duties?

Prices displayed on the website do not include taxes. When you proceed to purchase your order, sales tax (where applicable) and shipping charges (if any) will be calculated on the total value of merchandise, and will be displayed on the Order Summary page.

Online orders to the US with a value of $800 and over are subject to duty fees collected upon delivery. Orders under $800 are duty-free.

Purchases made using Gift Cards will be charged applicable taxes.

10. When can I expect my order to arrive?

For Canadian and American Addresses

East Coast

Standard Shipping: 2-5 business days ; Express Shipping: 2-4 business days ; Ship to Store *: 2-5 business days. 

West Coast

Standard Shipping: 5-7 business days ; Express Shipping: 2-4 business days ; Ship to Store *: 5-7 business days.

Shipping Options

Service	Shipping Charge	Order Placed	Order Delivered**
Standard	FREE	Anytime	2-5 business days
Express	$25	Anytime	2-3 business days
Priority	$75	Monday - Thursday before 1pm ET	Next day
		Monday - Wednesday after 1pm ET	2 business days
		Thursday after 1pm ET - Friday 1pm ET	By Monday
		Friday after 1pm ET - Monday 1pm ET	By Tuesday

*Receive free standard shipping within Canada for all orders, excluding taxes, when signed into an usolo.com account.

**Orders placed after the shipping cut-off time, will ship out the following business day.

11. How can I track my order?

We’ll keep you updated via email while we complete your order, and we’ll send you a tracking number so you can follow its journey to your door.

You can also look up the status of your order online at any time. Just visit the “Orders & Returns” section of your online profile to view your order history. Your tracking number will be listed alongside your order details.

Shipping Confirmation & E-Receipt Email

1. Once an order has shipped, we'll send you an email with the tracking number.
2. Click the link in the email to track the progress of your shipment.

Order History

You can also track your order in your order history.

1. Sign into your account and click Order History. If you used Guest Checkout and do not have an account, just click Order Tracking at the page and fill in your information.
2. Click "View Order" in your order history.
3. Click "Track Items" to get the tracking information for your order.

It may take up to 24 hours for your tracking number to be activated.

12. My order was marked as delivered, but I still haven’t received it. What can I do?

Please allow one full business day after the package is marked as delivered before contacting the shipping provider or our customer service team about the whereabouts of your package. Sometimes your package is just waiting in an unexpected place. We strongly suggest contacting your neighbours and calling your local post office to see if they’re holding the package for you.

*Usolo Outfitters is not responsible for package loss or theft once your order has been expedited from our warehouse. Please make sure to double check your shipping information before submitting your order.

13. Can I make changes to an order I just placed?

It is not possible to add items to an existing order, you can always place a second order for any additional items you wish to receive.

Order Cancellation: During working hours only, you have up to 30 minutes from the time you click Submit Order to cancel it by emailing or live chatting with us.

14. Can I change the shipping address on an order I just placed?

Please reach out to our customer service team as quickly as possible, and we'll do our best to make the necessary changes to your order if we can. Please note that once an order has been placed it is not always possible for us to update your shipping information prior to shipment. Once an order has been shipped from our warehouse, we are not able to reroute or make any changes to the order. While we do our best to update orders whenever possible, Usolo Outfitters is ultimately not responsible for orders shipped to the incorrect address.

15. What forms of payment do you accept? Payment and Security?

Usolo Outfitters accepts Visa, MasterCard, American Express, Discovery, Diners Club, PayPal, Shop Pay, Apple Pay, Google Pay for online purchases. We do not accept Visa Prepaid Cards, personal cheques, money orders, or Interac Debit Cards at this time.

Purchases made through our website online will be instantly charged to your provided method of payment at the time of purchase. Orders made through our Canadian shop are processed in $CAD, while orders placed through our US and international shops are charged in $USD.

Charging Payments

When you place your order, your payment will be submitted for authorization and will only be charged when your order is shipped. Charges will appear on your credit card statement as "U-Solo.com".

You agree to pay the price applicable for the merchandise in your order as of the time you submitted your order ("Merchandise Price"), the delivery fees for the shipping service you select ("Shipping Fees"), and any applicable taxes. Usolo Outfitters will automatically bill your credit card submitted as part of the order process for such amounts and you hereby authorize us to do so.

We reserve the right at any time after receipt of your order to accept or decline or cancel your order (in whole or in part) for any reason. We may require additional verifications of information before accepting any order. Your order is not accepted until it is shipped. If we cancel all or a part of your order, your sole and exclusive remedy is either that (a) we will issue a credit to your credit card account in the amount charged for the canceled portion (if your credit card has already been charged for the order) or (b) we will not charge your credit card for the canceled portion of the order.

Website Security

To help make your shopping experience more safe, simple, and secure, we use Secure Socket Layer (SSL) technology. This encrypts the data you send over the internet. If SSL is enabled, you will see a padlock at the top of your browser and you can click on this to get information about the SSL digital certificate registration.

You'll also notice that the location (URL) field at the top of the browser will begin with 'https:' instead of the normal 'http:'.

17. What is the policy for tax exemptions on purchases by First Nations and Aboriginal People?

Customers who qualify and wish to benefit from a tax exemption on their order must file a claim directly to their government after their online purchase is completed. 

18. What is your return policy?

When returning your items, please follow these rules:

Return your items quickly

Make your return request online within 30 days following delivery.

After requesting a return form, you have 7 days to mail the items back to us. Within 30 days of the delivery date you can receive a refund to the original method of payment or a merchandise credit on a gift card. After 30 days, we will no longer accept returns.

At this time, we do not offer direct exchanges online. The quickest way to exchange your item is to place a new order right away, and return your original purchase for a refund. If the item you want to exchange with is not in stock at that moment, you can receive a merchandise credit on a gift card.

Return new items only

Returned items must be in new, unworn condition without any scuffs, scratches, stains, tears, or hair and with the original hang tag attached. Where appropriate, we recommend you try on the clothes with an undershirt.

Some items cannot be returned

All clearance items and Any Item(s) in a 50% Off Purchase Discounts (Marked at 50% off or greater) are final sale and cannot be returned or exchanged. Sorry, no refunds to original form of payment for sale or discounted items.

Body-wear, swimwear, hosiery, jewelry, and all intimates except bracelets, grooming products, books, notebooks, and magazines cannot be returned. Before submitting your order, please consult the product description to find out if the item you're purchasing can be returned. Gift cards are final sale and cannot be returned.

Keep the tags on

Most garments have an attached hang tag. Please keep this tag on if you wish to return the item. If you return an item without the original hang tag still attached, the return will not be processed.

Please note that if the above conditions are not met, U-Solo reserves the right to refuse return processing. Your item may be donated to a local organization or discarded.

Extended Holiday Return Policy: Purchases made between November 27th and December 24th, 2021 can be returned until January 24th, 2022.

Gift cards may not be redeemed for cash or refunded unless required by law. All returned items purchased using a gift card will be refunded as merchandise credit back onto a gift card.

Orders purchased via PayPal will only be eligible for a refund to your PayPal account when you mail them back to us. 

Note: Shipping fees are non-refundable.

19. Returns by mail

How to make a return

Orders placed within Canada and the U.S.

1. Log on to your Usolo Outfitters account (www.usolo.com).
2. Click on your name at the top right of the screen, and select “Orders & Returns” from the drop-down menu.
3. Click on “Return Items” next to the order you want to return and then make your selection.
4. A return label will be generated in PDF format for you to download. After requesting this return label, you have 7 days to mail the items back to us.
5. Print the return label and affix it securely to your box.
6. Drop off the box at Canada Post service counter, free of charge.

Once your return is received and processed at our warehouse, you will receive a confirmation email. You will be refunded the full amount paid for your item, excluding any shipping fees.

Guest Orders

If your order was placed as a guest, to return your item you can create a Usolo Outfitters account with the email address you used to place the order. 

Your previous orders will sync with your new account. Simply follow the instructions above to request a return label. You can also return a guest order to any of our retail locations. If you do not wish to create an account, contact our customer service team and they'll be happy to help set up a return for you.

20. How long will it take for my return to be processed?

Once we receive your package, we’ll process your return within 1 to 2 business days. As soon as your return is complete, we'll e-mail you and let you know.

Returns coming from the US must first clear customs at the Canadian border before arriving at our warehouse in BC to be processed. We appreciate your patience.

Please note that it may take 3-5 business days for a refund to appear on your credit card statement once it has been processed.

21. What if there’s a quality issue with my item?

All apparel are quality guaranteed for 30 days after purchase. If you have any concerns about the workmanship of our products, contact our customer service team online. We'll be happy to work with you to find a solution.

22. How can I exchange my item?

At this time, we do not offer direct exchanges online. The quickest way to exchange your item is to place a new order right away, and return your original purchase for a refund. If the item you want to exchange with is not in stock at that moment, you can receive a merchandise credit on a gift card.

23. I received an item as a gift. Can I return or exchange it?

We may offer a merchandise credit for gift returns. For more information, please contact our customer service team. Please ensure to provide us with the original order number.

24. Do you have discount codes?

Occasionally we will provide coupon codes with special offers and discounts. These can be found in emails, on social media, or at promotional events. Discount codes can be entered at Checkout - just look for the “Enter Coupon Code” box on the right hand side.

Discount and promo codes are not valid on sale items, collaborations, third party items, and grooming products unless specified in the terms and conditions. Coupon codes are for one time use only and we reserve the right to suspend their usage at any moment

25. Do you offer price adjustments?

If a regular-priced item goes on sale in the 7 days following purchase, we're happy to offer you the difference in store credit. Contact our customer service team with your order details to request a price adjustment.

Not valid on first-time customer offers or targeted offers. Not valid on Black Friday, Cyber Monday or other Holiday Season promotions. Effective on purchases made at www.u-solo.com.

26. Do you have a price-matching policy?

Usolo Outfitters does not match competitor prices.

27. How do I use my gift card?

You can redeem your gift card right here. The value of the gift card will be added to your store credit balance, and can be applied at checkout on your next purchase. If you return products purchased with a gift card, your corresponding store credits will be re-credited to your account.

28. How should I wash my clothes purchased from Usolo Outfitters?

We generally suggest you wash your clothing in cool water and hang or lay flat to dry. We recommend dry-cleaning only for wool items, as wool is a delicate fabric and prone to shrinking. Please do not put your clothes in the dryer!

Each of our garments includes cleaning and care information on the inner clothing tags, please ensure to consult these before throwing your new clothes in the wash. If you're ever unsure about how to handle your items, just reach out to our Member Services team for advice.

29. How can I get in touch with customer service?

Our customer service team is online daily. Reach out to us via chat directly on our website or send us an email at info@usolo.com. You can also contact us via Facebook Messenger.

30. Wholesale Inquiries

If you're interested in placing a corporate or wholesale order, please write to us at info@usolo.com.

31. Can you hire me?

Please send your resume to us at info@usolo.com, let us know why you want to work with us. Please don't forget to put "I am the one" to the subject line.