Welcome to our FAQ


Why has my order been cancelled? 

Cancelling an order is the last thing we want to do, but it may be necessary for some of the reasons below: 

—Item is out of stock 

—Incorrect billing information 

If your order is cancelled, you will not be charged with any fees, and any outstanding fees will also be cancelled. 

How do I know which size is best for me? 

General information on product sizes is available on our product page under Sizing

Do you offer exchanges? 

Visit our Returns and Refunds page to find out more about our exchange and refund procedures.

Do you offer price adjustments for online orders? 

If you notice a price difference on our website after placing an order, price adjustments are possible. To proceed, send us a screenshot of the price as seen on our website. 

Submit it within the deadline for product returns, and we will adjust the price for you.

Do you have a return policy for the holiday season? 


Example, if you make a purchase between October 16 and December 24, you will have until January 23 to make a return. Please note that exchanges can only be made in-store. 

No returns or exchanges will be accepted during Boxing Day. 


What payment methods can I use to pay for my order? 

We accept payment by Visa, Mastercard, PayPal, Apple Pay, Google Pay and gift cards.

How much tax will I have to pay? 

All applicable taxes will be added depending on the country/region to which the item is being shipped.

Why was my payment refused? 

If you have received a message at the checkout that your credit card details cannot be verified, we advise you to follow the steps below: 

  • Allow at least two working days to pass before trying again. 
  • Contact your credit card provider to rule out any problems with your card. 
  • Check that your credit card is linked to the country from which your order was placed and to which the order will be shipped.  
  • Confirm that the card details you have entered are correct. 

What are pending, pre-authorized and registered payments? 

A pending or pre-authorized payment is a recent payment you have made with your credit card that has not yet been fully processed. 

If the pending payment is not processed and debited from your account, it will usually be deleted by your online transaction provider within 10 working days. 

Once the transaction is posted to your account, it becomes a recorded payment. 

Shipping and Delivery

Can I cancel an order after I have placed it? 

We do our best to process orders as quickly as possible and once an order has been registered and payment has been made, it is no longer possible to cancel it. 

If you wish to return items to us, please wait until they have been delivered then visit our Returns and Refunds page. 


check all the items in your cart and the total amount of your order before completing it, as we are unable to change your order once it has been placed. 

I’d like to change the address of my order. 

Once an order has been placed, we cannot change it. 

However, we can try to update your address through the carrier. 

Please note that this process does not guarantee a change of address as the change depends on the shipping status.

Can I add items to an existing order? 

It is not possible to add items to an existing order once it has been confirmed. 

Your order is confirmed once you have completed the payment process and received a confirmation e-mail. If you wish to order additional items, we encourage you to place a new order online. 

Does Julbo Canadan deliver to post office boxes? 

Yes, we can deliver to P.O. Boxes, but we may have to use a different carrier. This can extend the estimated delivery time to between 5 and 10 working days.

Does my delivery address have to be the same as my billing address? 

You can enter a different delivery and billing address. 

However, for credit card verification purposes, your billing address must be entered exactly as it appears on your statement. 

Why are some of my items sent separately? 

Sometimes, to optimize the processing of your order, we send items separately. 

We try to do this as little as possible, and when we have to split your order into several shipments, you can be sure that we will not charge you extra for delivery. 

In this case, we will provide you with as many tracking numbers as you need. 

Shipped Shield Package Assurance

Why do I need Shipped Shield Package Assurance?

Shipped Shield offers you a “peace of mind” shopping experience for all of your orders for a small fraction of the order subtotal. Your orders will be fully assured should there be any unexpected shipment issues of damage, loss, or theft.

How do I report a shipment issue to get a replacement or refund?

If something went wrong with your protected order, easily report the issue via our Shield Center. You’ll need the order number and zip code to start. Depending on the shipment issue, you may be asked to provide additional proof such as image, video, or police report. You can view the full Assurance Guarantee for detailed guidelines on reporting a shipment issue. Shield Center

Can I cancel Shipped Shield?

If your item hasn’t shipped yet, please reach out to us to cancel Shipped Shield from your order. If your item has already shipped, Shipped Shield is protecting your package in transit. If your package is lost, damaged or stolen, Shipped Shield provides a no-hassle solution for quickly resolving your shipment issue.