Shipping

We ship within Canada and to the USA on a flat rate charge depending on your choice of carrier. This can be selected during checkout and the rates are listed in the table below.

Outside of Canada and the USA, rates are dependent on the weight, value and destination. Therefore, these rates vary and can be seen upon checkout when entering in your information. We only ship via FedEx International Priority or Economy for these destinations.

 

All orders are traceable. You will receive a tracking number with the shipping confirmation notification that is automatically sent to your email when the package has been processed. Please allow up to 1-2 business days for your tracking information to update.

During COVID-19 we are processing orders as usual. Please note the shipping times above are estimates as many carriers are experiencing delays. We appreciate your understanding during these times. Stay safe and thank you for your support.

Canadian Taxes: British Columbia and Ontario Residents are subject to full sales taxes. Other Canadian provinces and Territories are subject to GST.

USA Duties and Taxes: As per the de minimis exemption in the USA, all orders under $800 USD are exempt from customs procedures and no duties or taxes are collected. For orders over $800 USD any additional duties and taxes will be covered by 12Twelve.

Hence, customers ordering from the USA will not have to pay any additional duties or taxes on their order.

High value or formal entry customs clearance may require the customer to be listed as the importer for non-commercial (personal use). Customs may send you a form to fill out in this instance and we will be able to assist you further if required.

International Customs Fees: Customs fees, duty charges and/or brokerage charges may apply on shipments outside of Canada and the USA. This depends on your country’s customs policy. 12Twelve is not responsible for any additional charges incurred when goods are imported into your country. For additional information, please consult your local customs office.

In-Store Pickup is available free of charge. This option is available upon checkout for customers who wish to retrieve their items from our location in Toronto. Once your order is packed and ready for pick-up we will send an email notification.

In-Store Orders

Regular priced items in original condition with applicable tags and packaging are eligible for store credit or exchange within 14 days of purchase. Refunds are not given. All SALE items are final.

Online Orders 

Regular priced items in original condition with applicable tags and packaging are eligible for store credit or exchange within 14 days of purchase. Refunds are not given. All SALE items are final.

Please send an email to info@12twelve.com indicating your order number, the item(s) you wish to send back and whether you would like to return, exchange or have a store credit. Our Returns department will assess your request, and provide further instructions for return as soon as possible.

 

Easy Flat Rate Returns (within Canada & USA only)

Customers outside of Canada and the United States are subject to their own shipping costs for returns.

Original shipping fees are not refundable. Customers are responsible for any unnecessary duties or custom fees that may be incurred on a return. 12Twelve is not responsible for any return items lost in transit. Any refunds to your original method of payment will be processed within 10 business days of return receipt.

How to Request a Exchange

Please contact us indicating your order number, the item(s) you wish to send back and whether you would like to return, exchange or have a store credit. We will respond within 24 hours and provide further return instructions depending on your request. Once your return is received the appropriate actions will take place and you will be notified immediately. All returned items must be unworn, with all tags and in original condition. 

Items you wish to return must be sent back to 12Twelve within 7 days of the delivery date to you. Refunds and exchanges are not permitted outside of the allowable return grace period. Returns for any item(s) purchased via the "In-Store Pickup" method must be requested within 7 days of our pickup notification email to you.

Tracking Your Order: All orders are traceable. You will receive a tracking number with the shipping confirmation notification that is automatically sent to your email when the package has been processed by us. Please allow up to 1-2 business days for your tracking information to update. 

Payment: We allow our customers to view items in various currencies for convenience, however the amount you are charged may differ slightly depending on the payment provider's exchange rate. All orders are charged in Canadian Dollars and exclude any duties, taxes or shipping costs unless specified. 

We accept Visa, Mastercard, American Express or PayPal as method of payment. All transactions made through our site are secure and encrypted and we never store your credit card information. You will receive a confirmation email notifying you that your order has been placed. If you have any questions please contact us by phone or via email at info@12twelve.com.

 

Comments and Concerns

Please tell us about your experience at 12Twelve. If you have any comments, concerns or suggestions in regards to our retail stores, webshop or content please feel free to contact us. Your feedback is very important to us.

  

Return on Special/Custom Orders

All special orders and items that are made to order are final sale and non-refundable.