Frequently Asked Questions

Visa, Mastercard, Visa/Debit, Cryptocurency (Bitcoin, Ethereum, Litecoin, Bitcoin Cash and USDC).

Customer accounts is the newest version of customer accounts, and lets your customers log in using a one-time 6-digit verification code sent by email. A password isn't required to log in.

Customers can log in to their accounts by clicking login in the top right corner of the website. Once on the login page, customers enter the email address associated with their customer profile. Customers receive an email containing a one-time, 6-digit verification code. Customers then enter the code received in the email to access their account. 

When you shop westnomad.ca, we make a donation through each purchased item towards one of a variety of non-profits. These are real, ongoing donations, making an impact right now, as you read this.

We are a for-profit company that retains 20% of our profits to support and grow our business, while 80% of our profits are directed toward supporting non-profit organizations.

With the exception of direct donations, purchases made in our store are not tax deductible (this is due to the fact that the funds are collected by a corporation and then donated to a non-profit).

West Nomad uses there 20% to purchase income generating assets to create even more additional donation support for the non-profits around the world.

We don’t ship to some countries because of legal restrictions or shipping carrier limitations. 

The list of restricted countries may change depending on world events, but for now, we don’t ship to the following destinations: 

  • Crimea, Luhansk, and Donetsk regions in Ukraine
  • Russia
  • Belarus
  • The Gaza Strip region in Palestine
  • Ecuador
  • Cuba
  • Iran
  • Syria
  • North Korea 

Please note that Russia’s war in Ukraine severely limits shipping to Ukraine. For now, we’re only able to ship products fulfilled in our Latvian facilities.

Additionally, our shipping carriers have a list of countries where they temporarily don’t offer international shipping due to circumstances like natural disasters and other service disruptions. You can review the up-to-date information on the USPS homepage.

Please note that the list of countries where we or our shipping carriers don’t offer international shipping may change.

Order Status Page:
After placing an order, customers can access their order status page by logging into their Shopify account. This page displays the order details, including the order number, date, items purchased, shipping address, and payment method.
Order Confirmation Emails:
West Nomad sends an email to customers confirming their order and provides a link to the order status page. This email also includes the order number, which customers can use to track their order.
Tracking Numbers:
Once the order is shipped, a tracking number is added to the order details on the order status page. Customers can use this tracking number to monitor the shipment's progress with the shipping carrier.
 
Shop App:
Customers can also track their orders using the Shop app, which provides real-time order status updates, delivery notifications, and live-map tracking.

Typically only national postal operators (like the US Postal Service or Canada Post) are able to deliver orders to PO Boxes. Many of our products including framed posters and bulkier shipments are too large to be accepted by national postal operators, so we use commercial companies (like FedEx) to deliver these products that cannot deliver to PO Boxes. We suggest you use a physical address instead of a PO Box address to ensure smooth delivery.

There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned. We would advise contacting us at support@westnomad.ca to determine how you would like to proceed and contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by customer, or had an incorrect address originally provided.

Some of our products come individually packaged to protect their shape and provide extra durability. Here are the products we may ship separately:

  • structured hats
  • backpacks
  • mugs, wine tumblers, and pint glasses
  • postcards and stickers
  • pillows with stuffing
  • posters
  • framed posters
  • canvas
  • water bottles
  • notebooks
  • blankets

In some cases, we may fulfill products from the same order in different facilities, which means they’ll be shipped separately.

Our average order fulfillment takes 2–5 business days.

We consider the current order volume and our fulfillment capacity when calculating our estimated fulfillment time. Similarly, we calculate estimated shipping time according to our historical shipping data for deliveries to your area or selling region.

But the estimated delivery time is just an estimate, not a guarantee. Here are some of the reasons why an order might arrive past its EDT:

  • Issues with print or embroidery files
  • Products being out of stock
  • Shipping related delays like failed delivery attempts, service disruptions, or harsh weather conditions

Nonetheless, we work hard to meet our delivery estimates with each order. 

If you’re ever in a situation where the EDT has passed, please wait a bit longer. Then, once 5 business days have passed, get in touch with us via email or chat, and we’ll take a look.

If your order’s estimated delivery time has passed, here’s what you do:

  • Wait a bit more. Unfortunately, shipments can get delayed for reasons we can’t predict. We understand it’s frustrating to deal with late shipments, but please remember that our estimated delivery time is just an estimate, not a guarantee.
  • Reach out to the carrier. You can contact the carrier service directly to get information about your shipment.
  • Get in touch with our customer support team. Let us know about your delayed shipment, and we’ll check the latest delivery updates. We may ask you to wait a few more days to receive the order. You can reach us via chat or send an email to support@westnomad.ca. Submit your claim no later than 30 days after the estimated delivery date for packages lost in transit. Then, we’ll take a look, and if the fault is ours, we’ll reship your order at no expense to you.

We may ask for your help before doing that, like confirming that the shipping address is correct.

Remember that we can’t reship an order if tracking information states it was delivered.

Carriers require contact information to get in touch about the delivery time. So you can’t select Express shipping if you didn’t add a phone number during checkout.

If you entered the wrong address at checkout, you can still change it while we fulfill your order. As mentioned in our Terms of Service, once your order is out for delivery, we can’t guarantee the possibility of changing any information.

In some cases, the local post can still make the delivery depending on the recipient address error. If they can’t deliver your shipment, they’ll send it back to our facility. Then you’ll need to confirm the changed address for reshipping the package within 30 days.

For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.

We may ask for your help before doing that, like confirming that the shipping address was correct.

Keep in mind that if tracking information states an order was delivered but you think you haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense.

If something arrives damaged, send a photo of the damaged goods to support@westnomad.ca. Keep in mind that the whole item should be visible in the image. We’ll take a look and get in touch with you about the next steps.

It can take up to 48 hours for tracking info to show up in your carrier’s system.

Note that for international shipments, tracking info might appear even later. It’s also the case for shipments coming from our Tijuana facility, as we first ship items to the US and sort them at our San Diego facility. So don’t worry, your shipment is still on track for its destination.

The customer is responsible for any applicable tariffs, import duties, taxes, or customs fees associated with their order.

3500 Laird Rd, Unit 3 Mississauga, ON L5L 5Y4 Canada. This address should be used only for product returns. Returns should be addressed to West Nomad Returns.

All food and grocery orders are delivered on saturdays.

Currently food and grocery delivery is only available to London, Ontario, Canada residents.

At this time we only ship domestically (within Canada).

  1. Product Size & Weight

    • Free Shipping Eligible: Smaller, lighter products are cheaper to ship, so we can offer free shipping on orders over $250.

    • Excluded Items: Bulky, heavy, or oversized items (e.g., furniture, large appliances) cost significantly more to ship, so they don’t qualify for free shipping.

  2. Shipping Costs

    • Free Shipping Eligible: Standard shipping costs are already factored into the product pricing for eligible items.

    • Excluded Items: High shipping fees (e.g., expedited, freight, or special handling) make it impractical to include them in free shipping promotions.

  3. Supplier or Warehouse Location

    • Some products ship directly from third-party suppliers or distant warehouses, making shipping costs variable and harder to subsidize.

  4. Special Handling Requirements

    • Fragile, perishable, or hazardous items often require extra packaging or shipping methods, excluding them from standard free shipping offers.

  5. Promotional Considerations

    • Some products are part of limited-time deals where shipping terms are set separately (e.g., clearance items or pre-orders).

Example:

  • A $300 order of books or clothing may qualify for free shipping.

  • A $500 order including a treadmill (due to weight/size) may still incur shipping fees.

We aim to keep overall costs fair while providing free shipping where possible.