Frequently Asked Questions
Shipping & Delivery
What is Quest Footgear’s delivery timeframe?
Quest Footgear is committed to getting your order to you as quickly as possible. Our delivery services may offer same-day or next-day delivery in major cities across Canada, depending on order processing time and your delivery location. Please note that next-day shipping is exclusively available for residential addresses. If we are unable to ship your order via next-day courier for any reason, you will be notified by email and your shipping method will be updated accordingly.
How long does order processing take?
Once your order has been processed, you will receive a notification email with tracking information. Please note that during peak seasons, processing times may be slightly extended. Our team works diligently to ensure your order reaches you as quickly as possible.
How are orders shipped?
All orders placed on questfootgear.com are shipped from either our distribution center or a retail location within Canada. If you order multiple items, we do our best to ship them together. However, items may occasionally ship separately from different locations and arrive on different days. Each item will have its own unique tracking number.
How are shipping costs calculated?
Shipping charges are automatically calculated by our shopping cart based on the size, weight, and destination of your order. All applicable shipping fees are clearly displayed on both the shipping information page and the final checkout page. We encourage you to review these details carefully before completing your purchase.
Will I be able to track my order?
Yes, once your order has been picked up by the courier and scanned into their system, tracking information will become available. Please allow up to 24 hours for tracking scans to update, excluding weekends and holidays. You can access your tracking details through the link provided in your shipping confirmation email or by logging into your Quest Footgear Rewards account.
Can I change my shipping address after placing an order?
If your order has not yet been processed for shipping, we may be able to update your shipping address. Please note that we cannot guarantee address changes, and we are unable to change the province associated with a shipping address due to tax regulations. If you require a different shipping destination, we recommend canceling your current order and placing a new one with the correct address.
How do I cancel an order?
Orders may be canceled within one hour of submission by logging into your Quest Footgear Rewards account. After this window, please contact our Customer Care Team, who will assist you in canceling the order if it has not yet been processed for shipment.
Returns & Exchanges
What is Quest Footgear’s return policy?
We want you to love your purchase. Most items purchased online or in-store may be returned or exchanged within 60 days of the purchase date. To be eligible for a return, items must be unworn, in their original shoebox or packaging, and accompanied by the original receipt or invoice. Items that show signs of wear or are in unsellable condition cannot be returned.
How do I initiate a return?
To begin a return, please visit the Order Tracking section within your Quest Footgear Rewards account. Select the Return Order tab and follow the prompts. If you do not have a Rewards account, you may initiate a return by visiting our order return page on questfootgear.com, entering your order number and last name.
Do I qualify for a prepaid return label?
If your original online order qualified for free shipping, you are eligible for a prepaid return shipping label. Once your Return Merchandise Authorization (RMA) is initiated, this label will be emailed to you. Simply print the label, affix it to your package, and drop it off with the specified courier. If you paid for shipping on your original order, a prepaid label will not be provided. In that case, you may return the item using the courier of your choice.
Can I exchange an item for a different size online?
Yes, size exchanges can be processed online. Simply log into your Quest Footgear Rewards account, locate your order, and select the Size Exchange option. You will be able to choose a new size for your item. If your original order shipped with free shipping, a prepaid return label will be provided. Once your exchange item is received by our Online Returns Department, a new order will be created for the requested size, and you will receive confirmation emails at each stage of the process.
Can I exchange an online purchase at a physical store?
While we accept online returns at our retail locations for refunds, we are unable to process direct exchanges for online orders in-store. If you prefer to exchange an item immediately, we recommend returning your online purchase for a refund and purchasing the new item directly at the store.
When will I receive my refund?
Once your return arrives at our Online Returns Warehouse, please allow 3 to 10 business days for processing. You will receive a confirmation email as soon as your refund has been issued. Refunds are credited to the original payment method used at the time of purchase and include the full cost of the item plus any applicable sales tax. Please allow an additional 3 to 10 business days for the refund to appear on your financial statement.
What is a manual refund and how long does it take?
Manual refunds are processed weekly by our Customer Care Team under specific circumstances. These refunds may take approximately 8 to 30 banking business days to appear on your statement, depending on your financial institution. Our team is unable to track manual refunds directly, so we recommend monitoring your personal account for the credit to post.
Are clearance items returnable?
Yes, all clearance items purchased on questfootgear.com may be returned within 60 days of purchase, either online or at any Quest Footgear retail location. Please note that free size exchanges are not available for clearance items, and shipping or return fees may apply. Clearance items purchased at outlet locations are eligible for return or exchange within 15 days of purchase and must be returned to the original location.
What should I do if I believe my shoes have a manufacturing defect?
If you suspect your footwear has a manufacturing defect—defined as an issue with workmanship or materials rather than normal wear and tear or accidental damage—please bring the item along with your original receipt to any Quest Footgear retail location within six months of purchase. Our trained store managers will inspect the item and determine whether the claim is approved. If approved, we will offer either a replacement item or a Quest Footgear gift card.
Online Ordering & Payments
What payment methods does Quest Footgear accept?
Quest Footgear offers a variety of secure payment options to make your checkout experience fast and convenient. In addition to major credit cards, we accept digital wallets including Google Pay and Apple Pay on questfootgear.com.
How do I use Google Pay on questfootgear.com?
Using Google Pay is simple. Add items to your shopping bag and proceed to checkout. Select the Google Pay option, choose your preferred payment method and shipping address from your Google account, and authenticate the payment using your fingerprint, face recognition, or device PIN. You will receive an order confirmation email once your purchase is complete.
How do I use Apple Pay on questfootgear.com?
Apple Pay offers a seamless checkout experience. After adding items to your bag and proceeding to checkout, select the Apple Pay button. Confirm or adjust your payment details and shipping information, then authenticate using Face ID, Touch ID, or your device passcode. Your order will be confirmed immediately, and you will receive a confirmation email with your order details.
What is the Quest Footgear Rewards program?
Quest Footgear Rewards is our complimentary loyalty program designed to enhance your shopping experience. Members enjoy benefits including streamlined order tracking, faster checkout, and exclusive access to promotions and offers. You may create an account at any time on questfootgear.com.
How can I contact Quest Footgear if I have additional questions?
Our Customer Care Team is available to assist with any questions or concerns you may have. For the fastest assistance, we recommend using the chat feature available on questfootgear.com during business hours.
Does Quest Footgear offer promotions or coupons?
Yes, Quest Footgear regularly offers promotions and discounts to our customers. We encourage you to sign up for our newsletter or create a Quest Footgear Rewards account to stay informed about upcoming sales, exclusive offers, and new arrivals. Please note that discount coupons are not valid on clearance items unless otherwise stated.
Is Quest Footgear a Canadian company?
Absolutely. Quest Footgear is proudly Canadian owned and operated since 1990. We are deeply committed to serving customers across Canada with quality footwear and exceptional service. Our operations, from our distribution centers to our retail locations, are rooted in Canadian values and a genuine passion for helping our customers find the perfect fit.
We hope this information helps answer your questions. At Quest Footgear, your satisfaction is our priority, and we thank you for choosing us as your trusted footwear destination.