Contact + FAQ

We're here to help. Please take a look at the FAQ below or email us at canada@tenthousand.cc.

 

Product and Website Questions

Where are your products manufactured?

We source all of our fabrics from premium mills in Italy and Taiwan. Our products are manufactured through a mix of domestic and overseas partners with a strong emphasis on quality control at multiple points during the process.

What materials do you use?

Each product is different - but you can see specifics on the materials used by expanding Tech Specs under the item’s description on the product page.

Is there a warranty on my purchase?

Ten Thousand offers a lifetime guarantee. We stand behind all our products and are confident that they will perform as designed. Any defective gear (due to materials or craftsmanship) that prevents the product from performing can be returned for a replacement at any point during the lifetime of the product - just contact us at canada@tenthousand.cc.

If your item is experiencing defects as described above - please attempt to contact us for a replacement before making alterations! Any alterations made to the product (such as cutting out a liner, cropping shirts, home repairs, etc.) after the product has been received will result in a voiding of the warranty on your purchase.Issues that are not covered by our warranty would be anything considered such as pilling, wrinkling, slight color fading, stretching and broken drawstring caps are natural occurrences that happen over time. The more washes the product endures, the faster it will occur. Any physical damage caused by outside factors (liquids, burns, food or misuse of the product) will not be covered under the warranty.

Please note that the lifetime guarantee / warranty will only be applied to products purchased from any official Ten Thousand website. The warranty / guarantee will not be provided for any third party purchases or other brands that are not Ten Thousand.

Do you have a military discount?

We do not currently have a military discount in Canada.

How should I wash and dry my Ten Thousand gear?

We recommend washing on cold (no fabric softener or bleach) and low tumble dry. We strongly discourage ironing of our products.

Do you sell gift cards?

We do not have gift cards available yet, but we plan on launching them later this year. That being said, in the event of defective gear, we will issue you a store credit.

What size am I?

Sizing is generally standard across all styles unless otherwise noted on the product page. When browsing on a product page, select “Find Your Fit” above the size selection bar - this will scroll you down on the page to show the products’ appropriate measurement and example model. If you need more help, our team can answer any questions on sizing and fit via canada@tenthousand.cc.

What if my size is Out of Stock?

If we’re planning to restock your size, you should see an option to join the waiting list. Just enter your email address and click Notify Me, and we’ll let you know shortly after the product is back in stock.

If a product is Out of Stock and the Notify Me button doesn’t appear, unfortunately, we do not have plans to restock that item (yet). However, we may receive additional stock due to returned, unworn merchandise - so check back periodically.

Don’t feel like waiting? Contact us at canada@tenthousand.cc and we’ll be happy to suggest an alternative.

Returns and Exchanges Questions

What are your return and exchange policies?

Your workout is hard enough, so our goal is to make your experience as easy as possible. We offer a 90-day return policy with a flat fee of $15 CAD in Canada, and the only thing we ask is that your products are sent back in their original condition (unworn, unwashed, and with tags applied) and in the original packaging. For simplicity’s sake, the $15 return fee will be deducted from your refund.

Please visit https://tenthousandcanada.loopreturns.com to initiate a return and create your prepaid shipping label to send back your gear. With your order number and shipping address, you can request a return for a refund. Unfortunately, we do not offer exchanges in Canada at this time.

How do I start a return?

Please visit https://tenthousandcanada.loopreturns.com to initiate a return or exchange and create your prepaid shipping label to send back your gear. With your order number and shipping address, you can request a return for a refund. Unfortunately, we do not yet offer exchanges in Canada.

Please be sure to use the pre-paid return shipping label as Ten Thousand is not responsible for any returned packages that are shipped without the provided prepaid return shipping label.

If you have any questions about the returns process, please contact us at canada@tenthousand.cc.

When should I expect to receive my refund/store credit?

Once your return is received by the mail carrier, your refund/store credit should be processed. Store credit will be emailed to you immediately; refunds can take a few business days to be fully processed by your bank.

How can I return a gift?

The process starts the same way as regular returns: Please visit https://tenthousandcanada.loopreturns.com to initiate a return and create your prepaid shipping label to send back your gear. With your order number and shipping address, you can request a return for a refund. Unfortunately, we do not offer exchanges in Canada.

My order is defective, damaged, or incorrect. What should I do?

As a premium brand, we strive to deliver products of the utmost quality to our loyal customers. We want to assure you that these are rare occurrences.

It’s important to us that manufacturing defects are taken care of immediately. To request a replacement, please include any pictures you have of the defective product and your order number in an email to canada@tenthousand.cc.

If you believe you’ve gotten the incorrect order or items, please contact us at canada@tenthousand.cc.

Shipping Questions

How do you ship your orders?

For our orders to Canada, we ship using DHL.

How long before my order ships?

Orders are typically processed within 3-5 business days. Shipping times vary based on destination and shipping method, but we aim to get your order to you within 10-12 business days after it has been processed for orders in Canada. Please note that our warehouses are not open on weekends and recognized holidays.  Orders placed on late Friday and Saturday will not ship until at earliest the following Monday.

Where is my order?

For all orders, we will send you tracking information in an email once your order has left the warehouse. If your order has already shipped but you would like more information on its whereabouts or additional information on how to manage the delivery while it is in transit , please contact DHL directly via their DHL contact page , or by visiting their tracking page and click the “Track” button.

If you believe that your order is lost or stolen please reach out to us at canada@tenthousand.cc. We review lost packages case by case.

I'm outside of the United States. Can I still order?

We now ship to Canada in addition to the United States. Beyond these regions, though, we do not have a timeframe for shipping orders quite yet.

However, we partner with Mr. Porter who sells our gear and ships internationally. If you’re outside of the U.S. and Canada but still want to give us a try, please head to Mr. Porter.

I was able to place my order, but I received an email saying one (or more) of the item(s) are out of stock. What does this mean and when will I get my order?

Sometimes, due to high demand and inventory discrepancies, products can appear as “in stock” at our store, but we actually do not have any currently in the warehouse at the moment the order was processed through our system. Please contact us at canada@tenthousand.cc.

Do you charge for shipping?

For orders under $150 CAD, shipping is $15 CAD. For orders over $150 CAD, shipping is free. All orders are charged for duties and tax where appropriate per the law.

Which currency will I be charged in?

You will be charged in CAD.

If I order two items, and one is on pre-order, when will my order ship?

If any items in your order are on pre-order, the package will only ship once all items are in stock.

Other Questions

Why isn’t my discount code working?

Discount/coupon codes are only valid on full-priced, regular edition items. In addition, some discount codes are only available for first-time customers, such as referral codes.

We also do not allow for the stacking of codes or promotions. Only one promotion or discount code is allowed per order. If you are having trouble applying a coupon code please reach out to canada@tenthousand.cc for more details.

Can I use multiple discount codes?

Unfortunately, no. Only one discount/coupon code can be applied per order, however, you can use a discount code and a gift card on the same order.

In order to use your discount code and gift card, please enter the discount code first and then apply your gift card code.

I see something on the US site, but not on the Canadian site. Can I still buy it and ship it to Canada?

At this time, we offer a slightly different assortment in Canada and the US. However, we plan on expanding our Canadian selection in the near future.