What are your shipping fees?  

Ground Shipping to all Provinces:

  • Order subtotal $0 - $79.99: $9.95
  • Order subtotal $80.00 +: Free

Express Shipping to all Provinces - Temporarily not available

Ground Shipping to all Territories - $18.95 

*Note that Territories are excluded from free shipping and/or express shipping

When will my order be shipped? When will it arrive?

Monday through Friday:

  • Orders will be shipped within 2-4 business days. 
  • On Fridays, any ground orders placed after 10am EST will ship on the following Monday.
  • Processing is subject to no issues with billing information. 

Saturday and Sunday:

  • All orders placed during the weekend will process on Monday.
  • Processing is subject to no issues with billing information. 

You will receive an e-mail confirmation once your order has shipped. 

What's the status of my order? How do I track my order?

Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information.

Will my credit card be charged immediately?

Yes. When you enter your credit card information on the final review page, we'll give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send you another e-mail to notify you when your order has been shipped.

ORDERING

Why did you call or e-mail me to verify my order?

For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, we will call or e-mail you to verify your information.

How do I know that my order has been shipped?

When your order has been shipped, we will send you another e-mail with your tracking number and a link to where you can track it online.

How do I change or cancel an order?

If for any reason you would like to change and cancel your order, please contact our customer service as soon as possible. We will make every effort to accommodate your request. However, keep in mind our system is designed to fulfill orders as quickly as possible. As a result, we cannot cancel or change an order once it has entered the shipping process.

What are my payment options?

We accept Visa, Mastercard, American Express, and PayPal.

What sales tax rate will I be charged?

5% GST in AB, BC, MB, SK, NT, NU, & YTM

13% HST in ON*

15% HST in NS*, NL, PEI* & NB

5% GST + 9.975% QST in QC 

*In ON, NS, and PEI, all Kids Footwear will be subject to only 5% GST

Is ordering over the internet secure?

Yes. Secure socket layer (ssl) encryption is used for every transaction in order to ensure that your order is secure. Ssl encrypts the transmissions from our ecommerce servers as well as your computer. Ssl encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.

What's the difference between "order date" and "ship date"?

On most websites, "order date" and "ship date" are not the same. For example, if you place an order on Friday at 11:00pm EST, your package will not ship until after the weekend. If you opted for Express shipping, you will receive your package 2-3 days after it ships.

Do you ship to PO boxes or APO/FPO addresses?

We do not ship to APO/FPO addresses. However, we do currently ship to PO boxes.

GENERAL 

I bought your product on eBay, is it authentic?

We have been getting hundreds of complaints from customers who have purchased on eBay (or other auction/web sites) in regards to counterfeit products. To be sure that you're not buying a counterfeit product, we suggest you shop on our website or from one of our authorized retailers.

Can you tell me when new products or special promotions are announced?

Yes. Simply register with us here and you will be eligible to receive e-mail updates on new products, sales, events and other special announcements.

What is the address book and how do I use it?

Registered users can store the addresses of their friends and family online, so when you want to send a gift, you don't have to search for his/her address... we'll hold on to it for you!

Why can't I select the colour/size combination I want?

Unfortunately, it is possible that the colour/size combination you want is not in stock. For example, we may have your size in stock but not the colour. Or we may have the colour, but not your size.   

What is your privacy policy?

We will never share your e-mail address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only. Visit our Privacy Police page for more details.

Is my personal and credit card information safe on your website?

Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.

What is the Reef commitment?

We stand behind our principles.

Over the years we have learned that improving compliance is an evolving process, one that can be challenging. Yet we do not hesitate to walk away from suppliers who do not share our commitment to providing an ethical and responsible work environment. Ultimately, we know that the quality of our products depends on the strength of our principles.