Frequently Asked Questions

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, 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. No exceptions.

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 the item, we will gladly issue store credit/exchange 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. 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 however 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 usually processed within a 48-hour 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. 

In the case of any anticipated releases, holidays,and sales, it may take longer than usual to process your order.

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 cancelled. All online sneaker releases will be announced via NRML's InstagramFacebook and online newsletter. Limited stock may cause high profile releases to be sold in-store only.


ORDERING

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, 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.

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.


RETURNS

It is absolutely important to us that you are completely satisfied with your purchase that is why we offer a credit note or exchange only in cases which: 

  •      The item does not fit you
  •      You are not satisfied with the quality
  •      You have simply changed your mind
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 1-866-613-1566 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.


GENERAL QUESTIONS

Are the shoe sizes on the site in US sizes?

Yes, all shoes found on our site are based on the US size chart. 

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 1-866-613-1566.

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 InstagramFacebook and online newsletter. Limited stock may cause high profile releases to be sold in-store only.


SHIPPING

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 can I track my order once it has shipped?

Once your order is shipped out from NRML.ca, we will send you a shipment confirmation email with your tracking information. It may take up to 24 hours for the tracking number to become visible on Canada Post’s website. 

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

Orders are processed within a 48-hour 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. 

In the case of any anticipated releases and holidays, it may take longer than usual to process your order.

How will my order be shipped?

All orders are shipped through Canada Post. We offer several different shipping options, which will determine how long it will take for your order to be delivered.