Can I place an item on hold?

Holds for an item are permitted on a case-by-case basis. However, there are restrictions that do apply. It is important that the customer must contact the Online Customer Service prior to anything being put on hold. You can reach us through our contact form here, send us an email at support@nrml.ca or call us at +1 (613) 562-2043.

Will these shoes be releasing online?

In-store sneaker releases are made available for purchase online on a case-by-case basis. All new releases have a one-per-customer policy. Any additional orders will be automatically cancelled. All online sneaker releases will be announced via NRML's Instagram, Facebook and online newsletter. Limited stock may cause high profile releases to be sold in-store only.

Are the shoe sizes on the site in US sizes?

All shoes found on our site are based on the US size chart. 
For more details please refer to the chart below:

Can I cancel my order?

Customers wishing to cancel orders should email support@nrml.ca immediately. If the product has already been shipped to the customer, the order cannot be cancelled, please see the exchange and return policy for more information. Please note, all sale and promotional items are final sale once the order is shipped.

RESTOCK FEE POLICY & ORDER CANCELLATION REQUESTS

Cancellation requests may be subject to a 10% restocking fee at our discretion. Please be sure you are happy with your order and have reviewed all policies, prior to completing your purchase.
10% restocking fee includes, but is not limited to: 

• Bot Transactions

• Organic Transactions

• Shoe release transactions

• Bulk Orders 

• Single item orders 

• And more

Why was my order cancelled?

Orders can be cancelled for several reasons. If an order is canceled for any reason, NRML.ca will contact you through email.

In Store Pick Up Policy

• We will keep your order for a maximum of three months from the date your order was first marked "ready for pick up".

• You will receive three reminder emails at: (a) one month (b) two months (c) three months

• After the third reminder, you will have seven days as your last chance to pick up your order and / or contact us about your order. 

• On the eighth day we will automatically refund your order and the item will be restocked. 

• We reserve the right to use our best judgement and are under no obligation to hold your item past the timeline indicated above

RETURNS: Exchanges & Store Credit

It is absolutely important to us that you are completely satisfied with your purchase, which is why we offer STORE CREDIT or EXCHANGE ONLY within 30 days of the ship date, in cases where: 

•      (a) The item does not fit you (b) You are not satisfied with the quality (c)  You have simply changed your mind 

We DO NOT offer refunds to the original method of payment; we ONLY offer Store Credit or Exchange. 

• Exchanges or Store Credit will only be issued within 30 days of the initial ship date, upon inspection by NRML associate. 
• Final Sale:  sale and clearance items, release shoes, promotional items are considered final sale and not eligible for exchange or store credit.
• GIFTS: Items purchased as a gift are only eligible for store credit or exchange;  refunds are not permitted. If Store Credit is approved, an E-Gift Card with the amount will be sent to the purchaser via email.

Eligibility for Exchange or Store Credit:

•  We require a receipt or proof of purchase .
• Product must be in original condition unworn and unwashed,  with original tags and packaging.
• A NRML team member will inspect the product to determine eligibility for exchange or store credit.We will send you an email to notify you that we have received your item, and confirm approval at that time.
• Restocking fees may apply for certain items at the discretion of NRML Team. 
•  Please note, once your order has shipped we cannot cancel your order: Regular Price items once shipped are now eligible for exchange or store credit only, and all sale, promotional, and release shoe items are final sale once the order has shipped. 
• Our policy lasts 30 days. If 30 days have gone by since your purchase shipped, unfortunately we can not offer you a refund or exchange.

Do I have to pay for my return shipping?

NRML.ca will cover the return shipping expense for you if it is our mistake that you are returning the item. If something doesn’t fit or you simply don’t like we will gladly accept your return if it is unworn and unwashed within a 30 day period from the initial shipping date. The customer will be responsible for the return expenses. Please note, all sale and promotional items are final sale once the order is shipped. Re-stocking fees may apply for certain items. NRML does not offer refunds, but upon inspection, will gladly provide you with a store credit. NRML will not accept or assume responsibility for lost or damaged packages being returned, so it is strongly recommended that any returns be made through a reliable courier, with a tracking number or traceable system.

How long does it take for my return/item exchange to be processed?

The moment it arrives to our return department, the store credit will be processed. For any item exchanges, the customer is responsible for all shipping expenses. Before the exchange is processed, the customer can expect an invoice for the shipping fee sent by us. Once the payment is received, a new tracking number will be made and the exchange will be processed.

I received a damaged item, what do I do?

Please send an email to support@nrml.ca letting us know what the issue is with the damaged goods along with the order number and a photo of the described damage. Once an email has been submitted, customer service will contact you with further instructions. NRML will not accept or assume responsibility for lost or damaged packages once handed over to the postal service.

What do I do if I receive the wrong product or size?

If you received the wrong item or size, please call us at +1 (613) 562-2043 or email us at support@nrml.ca. It is important that you contact us before returning the item, so that we can assist you with a return slip and shipping fees. If you do not contact us, you are responsible for all return shipping charges. Please have your order number available and ready. If you do not know your order number, please log in to your account to find the number in your order history or refer to your order confirmation email.

What's the return address?

If you wish to return an item, please contact us first. All online purchases cannot be returned/exchanged in-store.

Can I process a return In-store?

Unfortunately our online store is separate from our physical locations, the item(s) that you have ordered will have to be shipped to our return address, no exceptions.

Do I pay a RESTOCK FEE when I request an ORDER CANCELLATION? 

Consecutive orders and orders placed by proxy server often indicate bot activity, and can be subject to a 10% restocking fee. 

Additionally, any cancelled orders can be subject to a 10% restocking fee at NRML's discretion.

Please be sure you are happy with your order and have reviewed all policies, prior to completing your purchase.
10% restocking fee includes, but is not limited to:

• Bot Transactions

• Organic Transactions

• Shoe release transactions

• Bulk Orders 

• Single item orders 

• And more

Can I return an item?

We want you to be fully satisfied with your purchase. If you are not satisfied with an item you purchased, you may return the item within 30 days of delivery for a full refund of the purchase price in store credit, minus the shipping, handling or other additional charges. The item must be unworn, undamaged and accompanied by the original receipt in order to be eligible for a return. All sale and promotional items are final sale. To conduct a return, please contact us through our contact form or email us at support@nrml.ca with your order number and name of item(s) you wish to return. Please note, NRML does not offer refunds, but upon inspection, will gladly provide you with a store credit or an item exchange. NRML will not accept or assume responsibility for lost or damaged packages being returned, so it is strongly recommended that any returns be made through a reliable courier, with a tracking number or traceable system.

Do you ship World Wide?

Yes! NRML.ca does ship internationally and to the United States, but there are some locations we are unable to ship to. If we are unable to ship to your location, we will promptly contact you. Some products cannot be shipped to certain locations due to licensure laws.

How long will it take for my order to be shipped?

Orders are typically processed within 2-5 day period once the order has been made. We only ship out orders on weekdays; if you place an order after store hours or during the weekend, it will be shipped out the first following business day. 

 *Due to high order counts order may take longer than usual to be processed at this time.

How will my order be shipped?

All orders are shipped via Canada Post, UPS or Canada Post. For any specific carrier or urgency requests, please email us at support@nrml.ca. 

PLEASE NOTE:

During holiday season or sale season, orders will take longer the usual as there will be a larger the usual order volume.
In the case of any anticipated releases and holidays, it may take longer than usual to process your order.
During holiday season or sale season, orders will take longer the usual as there will be a larger the usual order volume.

Please reach out to us if you have any questions about your order.

What is Guide Package Protection?

Guide Package Protection protects your order against loss, damage, theft, and more. In just a couple of clicks, you'll receive a refund or replacement for approved claims. To cover your order, make sure Guide Package protection is checked before you place your order at checkout. 

Guide Protection for NMRL

If you opt out of Guide Package Protection then NRML is not liable for lost, damaged, or stolen items.

How do I file a claim with Guide Package Protection?

If you’ve purchased package protection and need to make a claim, head here to File a Claim.

How do I buy Guide Package Protection?

Guide Package Protection will be available to add once you reach Checkout. Once it is added, it will appear at checkout as a product before your order is placed.

 
What am I covered for?

Guide Package Protection covers lost, damaged, stolen packages.

What do I get if my claim is successful?

You have the option of a refund or replacement of your order.

How much does Package Protection cost?

The cost of Guide Package Protection depends on the total value of your order.

How long before my delivery is classed as lost?

If your parcel hasn't had an updated tracking scan in 5 days, it’s considered lost in transit, and you can make a claim.

What happens if my parcel is stolen / if it says delivered but I haven’t received it?

File a claim as normal here and Guide will go ahead and process your claim.

How long do I have to file a claim?

30 – 45 days depending on the claim type. This is from the date you placed your order.

NRML oftens has sought after sneaker shoe releases, often released via a Raffle Format. Details about specific sneaker releases can be found: On our Release Radar Page, Features Page, and Instagram Feed.

How to Enter for your Chance to Purchase:

• Follow @nrml on Instagram

• Like & Share to your story | "Shoe Release" Post 

• Tag three friends in the comments

• Fill out the raffle form located on our features page (and also linked in our Instagram Bio when raffle is announced)

NOTE:

1. Winners will be contacted via Instagram Direct Message from @nrml and be sent an invoice to purchase the desired raffle item. (Winners will only be contacted from our official Instagram account @nrml) 

2. Winners must complete their purchase by 5pm on the day the invoice is received, if not you will lose your chance to purchase, and a new winner will be chosen.

3.  Invoices must be completed by the person who has won the raffle. Therefore all contact information must match between the raffle form, shipping and billing information.