customer care – tentree

Customer Care

order & payment

Can I change my order?

Once your order is placed, it cannot be changed. The reason for this is we send orders directly to our warehouse as they're submitted to ensure the fastest delivery time possible. If you have any questions/concerns, please e-mail us at

What are my payment options?

For all orders, we accept Visa, MasterCard, Visa Debit, PayPal and online gift codes (which you can purchase on our website). *Please note that we cannot split payments between credit cards.

Will my credit card be charged immediately?

Your card will be charged immediately in order to reserve product. Everything is warehoused in British Columbia (for Canadian orders) and in California (for US and International orders) at our distribution facilities and will be shipped out within 2-5 business days of placing your order.

Where can I get assistance if I am having difficulty ordering online?

Our tentree team is able to assist you with any difficulties you may have when ordering from We are available to connect with 6 am – 3 pm (PST) Monday through Friday. You can call us toll free at 1.800.535.2610, via our Live Chat, or send us an e-mail to You should receive a response within 24 hours.


Shipping Types

Flat Rate - Standard (5-7 Business Days) Domestic orders (shipping within Canada and the US) will be process within 48 hours and will typically take 5-7 business days to arrive once shipped.

Which carriers are used to ship orders?

We use the most appropriate carrier for each order based on its size, weight and shipping address and therefore, the carrier is selected on a case by case basis. Shipping charges on Canadian orders are in Canadian dollars (CAD). Shipping charges on US orders are in US dollars (USD). *We are excited to offer you complimentary shipping from to a Canadian or US address when your order is over $75 (before taxes are applied). *We also offer complimentary shipping from to international addresses (those outside of Canada and the US) on orders over $150 (before taxes are applied)

**NOTE: If your order is being shipped to an address outside of Canada or the US, there may be associated taxes and/or duties due upon delivery. Customer is responsible to pay all applicable duties and taxes that may be required upon delivery.

Processing and Shipping Delays

Orders are typically processed by our warehouse within 2 business days. Our distribution centers are closed on weekends and for all statutory holidays which may affect the processing time of your order. If you have any questions about the delivery date of your order, please contact us via e-mail at

I live in North America but am shopping for someone who lives overseas. What is the best way for me to shop?

We currently ship to many international locations and there is a flat rate of $20. Please note that free shipping is available for international orders over $150. We are actively working on lowering our international shipping prices so please check back with us! If you are not successful in placing your order on our website, we may not yet be able to ship to your location. If you have any questions about this, or any other aspect of shopping with us, please contact us via email at

Can I ship to P.O. boxes and rural areas in Canada and the US?

Yes. All orders shipped to P.O. boxes or rural postal/zip codes will still be delivered by Canada Post or the US Postal Service. In either case you will be able to track your order through the couriers’ website.

tracking orders

When will my order be shipped?

Your order will be processed and shipped within 2-5 business days of your order being submitted.

How do I know if my order has been shipped?

You will receive a confirmation e-mail once your order has been shipped, which will contain your tracking number and a link so that you can track your shipment on the carrier's website. If you do not see this email within 2 business days of placing your order, please check your spam/junk folders as it may have been moved there unintentionally. If you're still having issues locating this tracking information, please feel free to reach out to us at, via live chat on our website, or toll free (within Canada and the US) at 1-800-535-2610. *Please note that at this time, you are not able to track your shipments directly through our website.

Where do I find my tracking information?

Once your order has been shipped you will receive an email from us containing a tracking number. If you don't receive this email within a few days after your order has been placed, please reach out to


Please note that if the tree code for the item has already been registered, we are unable to accept a return/exchange for the item as the hang tag will be damaged and/or removed. Please advise us of any return or exchange request prior to registering your tree code(s).

We must be advised of all returns/exchanges for holiday gift purchases by January 4th, 2018. All other return/exchange polices apply. Please email with the original order#, and reason for return (if looking for an exchange, please advise what style/size/colour you would like in exchange for the returned item) and we will provide the required instructions. Please do not send anything back to us without first receiving a reply from customer service.

How do I make a return?

*Prior to sending a return or exchange back to our facility, please e-mail with the following information:

Name on order:
Email on order:
Order #:
Date order was placed (must be within 14 days of delivery date):
Reason for return:

*Customer is responsible for return shipping costs, however, if you opted for an exchange, tentree will cover the costs to ship you the replacement. Please do not send anything back to us without first receiving instructions from our customer care as this may delay the processing of your refund/exchange/credit.

  1. In Store Purchase:

    If you purchased a product in a store the carries tentree, you will have to follow that stores return/exchange policy. We will not accept returns online if you originally purchased it from a retailer.

  2. Online Purchase:

    If you purchased a product online and wish to return it for any reason, please follow the requirements below:

    • All returns must be reported within 14 days of the delivery date. Returns must be sent within 7 days of receiving the return/exchange instructions from our customer care team.
    • Merchandise must be unwashed and unworn
    • Hangtags must be attached and undamaged. Tree codes must not have been registered.
    • A ‘Return Request’ e-mail must be sent to
    • DO NOT send item back before receiving a reply from
    • All garments are subject to inspection
    • Customer is responsible for return shipping costs and these are non-refundable. In cases of returns, the original shipping charge(s) are also non-refundable.

Can I make an exchange?

We can exchange the item for anything of equal or lesser value (from any category) that is still shown as available on our site in your desired size (if lesser, the difference will be refunded to you). The original and return shipping charges are non-refundable, however, we will cover the costs to send you the replacement item. If there is currently nothing available that appeals to you as an exchange, we can issue you a gift code for the full purchase amount of the returned item that can be used towards anything on our site and does not expire.

When will my purchase be refunded?

Refunds are issued upon return tracking number being provided for return shipment or failing that, upon receipt of return. You will be notified via e-mail that the refund has been processed. Please note that banking institutions may require additional days to process and post this transaction to your account.

Are there any items that cannot be returned/refunded?

At this time, all of our products can be returned/exchanged, with the exception of Mystery Bags (all Mystery Bags are final sale and are not eligible for return or exchange).

gift codes/offer codes

How do I redeem my Gift Code?

After an item has been added to your cart, click "Proceed to Checkout" and you simply enter the Gift Code into the box on the right hand side and click "ok". Please note that the gift code must be entered on the "planting bag/shopping cart" page before the checkout page.

Can I purchase a Gift Code using an Offer Code?

You will not be able to use an Offer Code if there is a Gift Code in your cart. Please remove the Gift Code from your cart and try applying the Offer Code again.

the product

Where are the products made?

All of our garments are sourced worldwide.

Are the products online the same as the products I would find in a store?

For the most part, yes. Some of our retail locations have certain items that are unique to their store, otherwise you can find the same products both in retail locations and online.


Do you have a size chart?

Our sizing charts can be found on each product page. Simply click the "sizing chart" link. Measurements refer to body size, not garment dimensions, and are in inches, unless otherwise noted. If you require further assistance with sizing, please reach out to us at

Where can I find youth sizes?

We are currently working on a youth line, so you can expect to see it on our website in the future

Where can I find plus and petite sizing?

Currently, we do not carry anything smaller than an XS or larger than an XXL. We are also not currently carrying tall sizes.


What is your privacy policy?

Click here for our privacy policy

How do I know my personal information is safe and secure?

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. Secure Socket Layer (SSL) encryption is used for every transaction to encrypt the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair, so that your computer and our servers send data back and forth in an encrypted format.