Ordering Questions

Is your ordering system secure?

Yes. Your security matters to us. Every order is protected by our fraud prevention system, and your information is securely handled through Shopify’s trusted security infrastructure.
Are any purchases final sale?

We are unable to accept returns/exchanges on certain items. These items will be carefully marked before purchase.
Having trouble placing your order?

If you didn’t receive an order confirmation email or see a confirmation page, your order likely didn’t go through.

You may still see a pending charge. Don’t worry — it’s only a temporary authorization and should disappear within 48 hours, with the funds returned to your account.

Still having trouble? Reach out to our support team at info@prospersupply.ca and we’ll help you get it sorted.
Can I cancel my order?

If you wish to cancel an order, reach out to us as soon as possible at info@prospersupply.ca We move quickly to get your order on its way, so while we’ll always do our best to stop an order before it’s processed, cancellations are not guaranteed after 24 hours of the order being initiated.

If we’re unable to cancel your order in time, you can still initiate a return once your order arrives.
Can I change my address after placing my order?

If you need to update the shipping address on your order, contact us at info@prospersupply.ca as soon as possible. While we’ll do our best to stop an order before it’s processed, address updates are not guaranteed after 24 hours of the order being initiated.

If we’re unable to update your address before the order ships, you can also contact the carrier directly and request a pickup or address adjustment.

Shipping Questions
How much does shipping cost?

Shipping cost is automatically calculated by the carrier based on your location and the items in your order at checkout. You will always know the shipping price before you purchase.
How fast do you process & ship order?

All standard orders are processed within 2–3 business days before shipping. (Business days does not include national holidays and weekends)

While orders are being verified before shipping, incorrect or incomplete information may result in processing delays.

During peak sale periods, new drops, and restocks, orders may take slightly longer to process and deliver.

If an item in your order becomes unavailable, we’ll notify you by email or phone with an update.
How can I track my order?

Once your order is shipped, you will receive a confirmation email with tracking information that you can input in our native tracking page. Please allow 24–48 hours for tracking updates to appear
What are your delivery times?

Delivery times are calculated at checkout by the carrier so the info below are rough estimates.

CANADA 🇨🇦
Standard Shipping: 5-8 business days
Express Shipping: 3-5 business days

USA 🇺🇸
Standard Shipping: 8-12 business days
Express Shipping: 3-5 business days

Please note that weekends and holidays don’t count as business or transit days. The day your order ships also doesn’t count toward transit time.
What happens if I refuse an order?

If for any reason you no longer want your order, you can refuse delivery directly through the carrier. Once the package is returned to us, we’ll issue a refund for the order.

Please note that original shipping fees are non-refundable on refused packages.
Delivery Questions
I received the incorrect Item/Color/Size

We’re sorry you received the wrong item. While rare, we know mistakes happen—and we’ll make it right.

Please submit a return/exchange request within 14 days of delivery. Claims submitted after this window may not be eligible for assistance.

Before submitting a claim, check your order confirmation to ensure the item received doesn’t match what you ordered.

You will be prompted to provide photos of the incorrect item, clearly showing the size, color and packaging.

Once we approve your information, we’ll provide a free return label and ship the correct item as soon as possible.
My package is defective or damaged

We’re sorry your order arrived with defects or damage and will do our best to assist you with the inconvenience.

If You Purchased Shipping Protection:
submit a claim on our return/exchange page providing:

  • Written details of the damage
  • Clear photos of the package as delivered
  • And clear photos of the damage in question.

Once we've reviewed the information, we’ll provide a free return label. Claims typically take 7–14 business days to resolve.

If you didn’t purchase shipping protection, we’re unfortunately unable to cover issues that occur during transit. We recommend reaching out to the carrier directly for assistance. If you need any additional help, our support team is always happy to assist at info@prospersupply.ca.
I'm missing items from my order

Some orders may arrive in multiple shipments due to item availability or fulfillment center locations. If so, you’ll receive separate tracking details for each package.

However if you believe an item is missing, please contact us at info@prospersupply.ca within 14 days of your delivery date with:

  • Your order number
  • The name or model number of the missing item(s)
  • Photos of the packaging and packing slip


Once received, we’ll review the shipment and packing records to verify the discrepancy and work our best to make it right.

Please note that claims submitted after the 14-day window may not be eligible for review or replacement.
My order says delivered but I don't see it

We understand how frustrating it is to see your package marked as delivered when it hasn’t arrived. Carriers sometimes mark packages as delivered before they actually reach you.

Here’s what to do:

  • Wait 2 business days from the marked delivery date. Your package may still arrive.
  • Check around your property and with nearby neighbors, and consider asking your mail carrier if they’ve seen it.
  • Still haven’t received it after 2 business days? Contact us at info@prospersupply.ca and we’ll help you look into it.

Please note: If shipping protection wasn’t purchased at checkout, resolution may take longer and a replacement may not be guaranteed depending on the carrier’s findings.

Return/Exchange Questions

What is your return/exchange policy?

We offer returns and exchanges within 30 days of delivery. Items must be unworn, unwashed, and free from any blemishes or damage.

For hygiene reasons, socks and undergarments are final sale and are not eligible for return or exchange.

Please view our full return/exchange policy here
How long does the return/exchange process take?

Most claims are resolved within 7–14 business days. This includes reviewing your claim, processing your return, shipping replacements, or issuing your refund.
Are shipping fees for returns/exchanges my responsibility?

For Canadian orders, we cover return shipping and provide a prepaid label depending on the reason for your return. 

Refunds to the original payment method are available with a handling fee.

For US & international orders, return shipping is the customer’s responsibility. Customs and duties are non-refundable.

General Questions

I sent an email but haven't heard back

We respond to e-mails as quickly as we can however, during launches, sales, and other high-volume periods, responses may take a little longer. Please allow 24–72 hours for a reply.

Please note: Our support team is unavailable on weekends, so emails received during this time will be answered the following business days.
What are your customer support hours?

Feel free to send us an email at info@prospersupply.ca anytime. Our customer support reviews emails from 9AM-5PM Mountain time excluding weekends & holidays.
Wash instructions?

Cold water on a gentle cycle and hang drying is recommended on most of our products for best results. Avoid the dryer, as heat can cause premature wear or shrinkage.

All our items include detailed care instructions on the product page.

Please note that washed items are not eligible for returns or exchanges.
Where are your products manufactured?

Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
Do you have a sizing chart?

All our products include their own size charts in the description with details of the intended fit to help you find the right size for you.