FAQs

Find quick answers to the most common questions about shopping with New Season. If you need further assistance, our customer support team is always happy to help at info@seasontex.com.

Shipping

1. Where do you ship, and what carriers do you use?

We proudly ship across Canada and the United States. All domestic Canadian orders are shipped via Canada Post with reliable tracking. All cross-border U.S. orders are shipped via UPS.

2. How long will my package take to arrive?

Orders are processed and dispatched within 1 to 2 business days (Monday to Friday). Once dispatched:

Canada (Canada Post): Usually arrives within 3 to 7 business days.
United States (UPS): Usually arrives within 5 to 10 business days.

3. Do you offer Free Shipping?

Yes! We offer Free Standard Shipping on all Canadian orders of $75 CAD and above. For orders below $75 CAD, standard shipping rates are calculated at checkout.

4. How do I track my order?

As soon as your parcel is packed and leaves our warehouse, Shopify will automatically email you a shipping confirmation containing your official tracking number and a direct tracking link.

5. Will U.S. customers have to pay customs, duties, or brokerage fees?

Yes. Orders entering the United States from Canada are subject to U.S. Customs and Border Protection regulations. Any applicable import customs, state taxes, or UPS brokerage fees are determined by U.S. authorities and are the sole responsibility of the recipient.

6. What if I am not home when my package is delivered?

If you are not available to receive your delivery:

Canada Post: The parcel may be left in a safe drop area or taken to your nearest local Canada Post outlet, where a notice card will be left for pickup.
UPS (U.S.): The carrier will leave the package in a secure location or attempt redelivery on the following business day.

Returns & Exchanges

1. What is your return and exchange policy?

We offer a 30-day return and exchange window from the date your order is delivered. To qualify, all items must be in unused, unwashed condition and in their original packaging with all tags attached.

2. Why are photos required to initiate a return or exchange?

To verify the item's condition, size, or any defect accurately and quickly, clear photos of the product and packaging are mandatory. This allows our team to inspect the issue and approve your request without unnecessary delays.

3. Who pays for return shipping?

Our Mistake / Damaged / Defective Items: If we sent the incorrect size, color, or a defective item, we take full responsibility and cover all replacement or return shipping costs.
Change of Mind / Personal Sizing Choice: If you are returning or exchanging due to personal preference or ordering the wrong size, the customer is responsible for return shipping costs.

4. Can I exchange my bedding for a different size (e.g., Queen to King)?

Yes! If you need a different size or prefer another available color, we gladly exchange unused, unwashed items in their original packaging within 30 days of delivery. Please email us at info@seasontex.com with your order details and photos to begin.

5. Are Sale or Clearance items eligible for refunds?

No. Items purchased on sale, clearance, or during promotional discounts are final sale and cannot be refunded. However, if a sale item arrives damaged or defective, we will gladly exchange or replace it for you.

6. How long does it take to receive a refund?

Once your returned package is received and inspected at our facility, your refund is processed back to your original payment method. It typically takes 3 to 5 business days to reflect on your credit card statement.

Payments & Privacy

1. What payment methods do you accept?

We accept all major secure payment methods through Shopify checkout, including Visa, MasterCard, American Express, PayPal, Apple Pay, Google Pay, and Shop Pay.

2. In what currency are prices and payments processed?

All prices and transactions on our store are processed in Canadian Dollars (CAD). For international and U.S. customers, your credit card company or bank will automatically convert the total to your local currency at their current exchange rate.

3. Is my credit card and payment information safe?

Yes, 100%. Our store is powered by Shopify with 256-bit SSL encryption and Level 1 PCI-DSS compliance. We do not store, view, or have access to your sensitive payment card details.

4. What should I do if my payment does not go through?

Please double-check that your billing address, postal/zip code, and CVV match your credit card statement exactly. If the issue persists, your bank may have placed a temporary security hold for cross-border transactions—contacting your card issuer will quickly resolve this.

5. How do you protect customer privacy?

We adhere strictly to Canadian privacy laws (PIPEDA). We never sell or rent your personal data. Information such as your address and contact details is only shared with trusted shipping partners (Canada Post and UPS) solely to deliver your orders. For complete information, view our Privacy Policy.

Orders & Sizing

1. How do I choose the correct bedding size?

We follow standard North American bedding dimensions. Please refer to our Size Guide:

Twin / Twin SS: Flat Sheet (66" × 96"), Fitted Sheet (39" × 75" + 15"), Duvet/Comforter (66" × 90")
Full / Double: Flat Sheet (88" × 96"), Fitted Sheet (54" × 75" + 15")
Queen: Duvet/Comforter (90" × 90"), Flat Sheet (90" × 102")
King: Duvet/Comforter (108" width format), Flat Sheet (108" × 102")

2. Will your fitted sheets fit deep pocket mattresses?

Yes! Our fitted sheet collections feature a generous 15-inch pocket depth with elastic all around, designed to fit standard as well as deep pillow-top mattresses snugly.

3. Can I cancel or modify my order after placing it?

Yes, you may request an order modification or cancellation within 24 hours of purchase, provided the order has not already been packed or shipped. Please email us immediately at info@seasontex.com with your Order Number.

4. What if I receive a product that is different from what I ordered?

If an incorrect size, color, or product was delivered by mistake, please contact us at info@seasontex.com with your order number and clear photos of the item and package received. We will send the correct item right away at our expense.

5. What if my item arrives damaged in transit?

If your package arrives visibly damaged, please take photos of the box and product immediately. Contact our support team within 48 hours of delivery at info@seasontex.com so we can file a carrier claim and arrange a prompt replacement.