FAQ
What is your return policy?
We offer a 30-day Satisfaction Guarantee. If you're not completely satisfied with your purchase, you can return it for a full refund within 30 days of receiving your shipping confirmation. To be eligible, items must be undamaged. Please be advised that any items marked FINAL SALE are not eligible for returns, refunds, exchanges or credit. Furthermore, shipping costs paid on the original order will not be refunded.
How do I return my item(s)?
If you need to initiate a return, please click here to begin. We will issue a full refund to your original form of payment once we have received and processed your return item(s). To ensure that we process the return and refund you as quickly as possible, please ensure the unused item(s), along with the original packing slip is included in the return package.
What if I do not have a packing slip?
If you do not have a packing slip, don’t panic. Where there’s a will, there’s a way. Simply follow the return instructions above and include these very important details:
• Order number
• First and last name
• Mailing address
• Phone number
• Email address
• Reason for return
• Purchase date
• Payment method
Can I exchange an item?
Yes. Please contact us directly at 1-877-959-5093 in order to assist you get that started.
What exactly is a ‘Final Sale’? Can I return Final Sale items?
‘Final sale’ items will not be restocked and therefore may not be returned or exchanged.
How long will it take to be refunded?
Once we have receive the returned item(s), please allow five business days for us to ensure that they meet our return conditions. Once the conditions have been met, we will refund you shortly thereafter. Please allow additional time for the funds to be credited back to your account, contingent on how long it takes your bank or financial institution to process the refund.
Where will I receive the refund?
We will refund your purchase to the original form of payment.
I received a damaged or defective item. What do I do about that?
If this is the case, please contact our customer care team immediately so that we can help you start a return. The returned items will be credited to your original form of payment. You may place an order for the replacement item(s), however availability is not guaranteed.
If, when you receive your package, there is extensive damage immediately apparent, please contact our customer care team at 1-877-959-5093 right away and have your order number available.
SHIPPING
Where does IZadaptive.com ship to presently?
We ship globally.
Do you ship internationally?
Read the above item 🙃
Any chance that you will ship my items for free?
Yup. Currently, we offer free shipping to North America on orders over $250CAD!
Is expedited shipping an option?
Currently this is not an option on our website. If you need expedited shipping, please call us at 1-877-959-5093 to arrange for this in advance of placing your order.
My expedited package did not arrive on time?
Every reasonable effort is made to ensure packages arrive on time.There may be rare instances where seasonal delays, weather, natural disasters or other circumstances prevent a package from arriving on the next day. Please wait until the end of the day on the scheduled day of delivery before contacting customer care to inquire about your package. End of day is 7:00PM and sometimes later for some residences.
What if I am not able to be there when the courier arrives?
Most courier services do not offer a re-delivery. If you are unavailable to sign for the package at the time of delivery, they will leave a pick up slip, with instructions on how and where you can pick up your package, or sometimes they will just leave it at the door.
When will I receive my order?
We ship Monday through Friday excluding Canadian federal holidays, and Ontario provincial holidays. Please allow up to two business days processing time in addition to the transit time of your selected shipping method.
Slight delays in order processing may occur during high volume times such as holidays and special sales. Serving you with the utmost care in every aspect is important to us, so please understand that we will make every effort to process your order as quickly as possible.
How can I check on the status of my order?
Once your order is shipped, a tracking number will be issued. You can login to your account on Shopify to check on open orders, completed orders and order tracking information.
My order is not going through. Why might that be?
Please check to make sure that all of your payment and address information are correct. Please also ensure that your billing address is correct. If you are still having difficulties, please contact customer care at 1-877-959-5093.
Can I change or cancel my order?
If you realize after making a purchase that you need to change your order, unfortunately you will need to purchase a new order, and initiate a return for the order you wish to change. There is no way around this. If you are unsure how to do this, please get in touch with our customer care team.
Oops - I entered the wrong shipping address. Any chance I can change that?
Unfortunately, once an order has been confirmed, we begin to process it right away. If you realize you have entered the wrong address, please get in touch with our customer care team immediately to rectify the situation.
Can I track my order?
Yes, login to your Shopify account, and there you can track your orders.
My package arrived damaged, what’s the next move?
If you received your package and it seems to be damaged or tampered with, please contact the carrier immediately in order to begin an investigation process. Once they begin the investigation process, please don’t hesitate to call us if you still need additional support.
The status of my package is ‘delivered’ but I have not received it. What shall we do?
Please get in touch with our customer care team at 1-877-959-5093 right away to initiate a Carrier Claim. UPS claim investigations can take anywhere from 2 - 4 weeks to complete, so please be patient. Please note that IZ Inc. is not responsible for packages that were shipped to an address and signed for.
PAYMENT
What forms of payment does IZ accept?
Presently we only accept PayPal as well as Visa, Mastercard, American Express, Discover and IZ Adaptive Gift Cards.
When will I be charged?
You will be charged as soon as your order has been confirmed.
Why is my payment not going through?
Check to make sure that the billing name and address you are using match the credit card on the order. IZ Inc. reserves the right to cancel any order that does not match this criteria. If you are still having difficulties, please get in touch with us.
Do you accept PayPal?
Yes we do. If you choose to use the PayPal option, you will proceed through the regular checkout process. Once you submit your order, you will be redirected to PayPal.com to complete the payment process. Your order will not be submitted until you complete payment through PayPal. For more information, please visit the PayPal help center.
How do I check an IZ gift card balance?
Give us a call at 1-877-959-5093 and we would be happy to check that for you.
Do I pay tax?
You will be charged tax according to the applicable percentage of your location, the total of your merchandise and, where required by law, on shipping and handling charges.
PROMOTIONS & SALES
Could you please explain what ‘Final Sale’ means?
Sure thing. Final sale means that the item will not be restocked, and therefore it is not eligible for return, exchange, refund or credit.
Do you offer tax exemption for prescribed adaptive clothes?
Yes. If you have a prescription for adaptive clothes, companies selling adaptive clothes are required by law to make them tax-free. Unfortunately, at this time there is no way for us to automate this process, so you will need to follow these steps for receiving your tax exemption:
• Send us your prescription via email to prescriptions@izadaptive.com with the subject “Prescription for [enter full name]”
•In the email, please write your full name, telephone number and your order number if you have one
•If you don’t have an order already in place, place your order
•Call our customer care team at 1-877-959-5093 and we will refund the tax back to the original form of payment
We do need to go through this process for each order at this time. We apologize for the inconvenience.
My promo code isn’t working, can you help me?
In order for you to redeem your promo code, enter the code while in your shopping cart or during checkout. All of the applicable pricing adjustments will be made automatically according to the terms of the discount code you are using, and they will be displayed in your order summary. If it isn’t working, please double check the terms of the promotional code to ensure its validity. Still having trouble? Please give us a call or email us. To keep tabs on all ongoing IZ promotions and offerings, please subscribe to our emails.
Can I use multiple promotional codes on one order?
Only one promo code can be applied per IZadaptive.com order.
PRODUCTS, FITS & SIZES
What is unique about IZ products?
High quality, well fitting clothes that facilitate ease-of-dress and lend themselves to all-day comfort and style. We have designed and created signature cuts and styles that meet the needs, and follow the contours, of both a seated and standing body.
What is different about the IZ cut & style for seated body frames?
The clothing options for our seated customers are the bomb. They drape naturally, providing ultimate comfort, and ease-of-dress.
Bottoms For pants and shorts, the cut has been made so that it prevents bunching or digging in at the front, as well as riding down in the back. Rear pockets and rivets have been discluded for optimum comfort and to prevent pressure sores. Many of our bottoms feature the revolutionary IZ Seamless Technology™. The front flies are a little longer for easy access.
Tops For all tops, including shirts, sweaters, coats and capes, the cut has been made with a slight A-line, allowing the drape to fall naturally without feeling tight. They snap shut in the back so that they can be put on without lifting your arms. Alternatively, you can leave the snaps shut and pull them on over your head - whichever you prefer.
Coats & Capes They are cut to follow the line of the seated body so that they drape naturally. The signature design, eliminates bunching in the front and back, as well as the need to tuck at the sides.
Take a look at our Product pages for inspiration and more detailed information.
Will IZ Adaptive clothes get in the way of my wheelchair?
Definitely not. The clothing options for our seated customers drape naturally without any interference in the wheelchair mechanics.
Do you make clothes for standing frames?
We sure do, honey.
What is different about the IZ cut & style for standing body frames?
The clothing options for our standing customers are made so that dressing is easy, while leaving you feeling and looking good.
Bottoms For our standing trouser varieties, it's pull-tabs, elastic waists, stretch fabric and no fasteners to manage - all of this while maintaining great style. Jeans are still jeans. Chinos are still chinos.
Tops These bad boys and bad girls snap shut in the back so that they can be put on without lifting your arms. Alternatively, you can throw them on over your head while leaving the snaps shut if that would be your preference.
Coats We have two words for you: magnetic closures. Not only does this help with ease-of-dress, but it gives the coat a sleek modern look.
Now get your butt over to our Product pages. You can see all of the finer details there.
How do I find the #perfectfit?
Please refer to the product descriptions and sizing charts found on the right hand side of the product in the online catalog for accurate sizing. Sizing can be different with every brand. To be certain you are ordering the right size from IZ, head over to our Sizing Chart page and follow the guidelines on how to measure yourself. Your comfort is really important to us, so if you are still unsure, please contact us. We are here to help.
The item I want says ‘Pre-Order today’. What does this mean?
Any items marked ‘Pre-Order today’ are being offered so that you can get them in advance of an anticipated arrival date. The items are not yet ready to ship. Once your order has been placed, you will receive a confirmation email with your order number. As soon as we receive the inventory, you will be the first to get yours, along with the other lucky ducks that pre-ordered their merchandise. You’ll be the style-setters. You’ll receive a second email confirming shipment and tracking information once it has been shipped so that you can be aware of when to expect your package.
The item I want is sold out. Is it coming back?
This depends on the item. A lot of our merchandise is not part of a once-off collection like you find in other stores, and so usually it will be back. There may be the odd occasion where we decide to discontinue carrying an item. If the ‘ADD TO CART’ button on a product page has turned to ‘NOTIFY ME WHEN AVAILABLE’ then it is out of stock. We urge you to sign up for the back-in-stock notification in order to be notified immediately when the item is restocked.
But the item you are discontinuing is my favourite item of clothing!
We hear you and it does royally suck that we are no longer able to carry it. Please understand that if we have decided to discontinue an item, it is only with very good reason, and that we do wish we could continue to offer it. Unfortunately, it is just not feasible or else we would not be discontinuing it.
Nevertheless, we want to hear valuable feedback like this, so please let us know by emailing suggestions@izadaptive.com and telling us why you love the item and why you think we should bring it back. Please feel free to add any other ideas or wishlists you have to the email too.
How do I best take care of my IZ products?
All of our products come with an attached label detailing the laundering and care instructions. You will also find these instructions on the detailed product description pages. For additional instructions regarding fabric love, visit our Product Care page.
Where are IZ Adaptive products made?
All of our garments are designed carefully in our studio, located in Toronto, Canada. They are manufactured both locally and offshore.
Will you create a custom garment for me?
Unfortunately, no. We are unable to do custom pieces, or customized tailoring.
MY ACCOUNT
I am missing out on some awesome stuff. How do I subscribe to your mailing list?
Go to our homepage and click on subscribe at the bottom of the page. You’ll be the first to know about sales, special offers, and exclusive events.
How do I unsubscribe to your mailing list?
Losing you is a tragedy, but if you would like to no longer receive emails from IZ Adaptive, simply click Unsubscribe at the bottom of the email.
How do I create an account?
Click register or follow the prompts during checkout. Registering your account gives you a quick and easy way to shop, track your shipments, and receive updates about your order.
Will you send me unsolicited emails?
No. Unless you explicitly ask to join our mailing list, we will only send you emails regarding your orders. And it goes without saying that all of your information remains private.
How do I change my password?
Login to your account or click on Forgot Password to reset it. You will receive an email shortly thereafter with a link to change your password.
Can I place an order without creating an account?
No. You will need to create an account.
GENERAL FAQs
How do I contact you?
Please go to our Contact page.