SHIPPING & RETURNS
PRIVACY & TERMS
FAQ

Refund policy

Returns

We will accept returns within 30 days after you receive your shipping confirmation. In order for us to accept your return, items must be unworn, undamaged, and with the tags attached.

Please be advised that gift cards are not eligible for return or refund. Any items marked FINAL SALE are not eligible for returns, refunds, exchanges or credit.

Refunds

If you need to initiate a return, please call 1-877-959-5093 to initiate your return with customer service. We will issue a full refund, less $8 return delivery, to your original form of payment once we have received and processed your return item(s), provided it is unworn, undamaged and with the tags attached. You will also be notified of your approval or rejection. 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.

Items purchased on IZadaptive.com cannot be returned to any other business, corporation or entity other than IZ Adaptive. Items must be returned to us directly. 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.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@izadaptive.com.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you have received a damaged or defective item, please contact customer service right away at 1-877-959-5093 so we can get you a replacement item.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift card will be emailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

PRIVACY & TERMS

Privacy policy

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from iz-adaptive-us.myshopify.com (the “Site”).

PERSONAL INFORMATION WE COLLECT

When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.

We collect Device Information using the following technologies:

- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.

- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.

- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address, gender, and phone number. We refer to this information as “Order Information”. When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

HOW DO WE USE YOUR PERSONAL INFORMATION?

We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:

- Communicate with you;

- Screen our orders for potential risk or fraud; and

- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns). We use your device information to assess trends, and to help direct you to other products and services that may be of interest to you based on your tendencies and interests (retargeting).

SHARING YOUR PERSONAL INFORMATION

We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store -- you can read more about how Shopify uses your Personal Information here:

https://www.shopify.com/legal/privacy.

We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here:

https://www.google.com/intl/en/policies/privacy/.

You can also opt-out of Google Analytics here:

https://tools.google.com/dlpage/gaoptout.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

BEHAVIOURAL ADVERTISING

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by using the links below:
- Facebook: https://www.facebook.com/settings/?tab=ads

- Google: https://www.google.com/settings/ads/anonymous
- Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

DO NOT TRACK

Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.

YOUR RIGHTS

If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.

DATA RETENTION

When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

CHANGES

We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

CONTACT US

For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at info@izadaptive.com or by mail using the details provided below:

IZ Adaptive
[Re: Privacy Compliance Officer]
2955B Dundas Street West,
Toronto ON M6P 1Z2 CANADA

Terms of service

OVERVIEW

This website is operated by IZ Adaptive. Throughout the site, the terms “we”, “us” and “our” refer to IZ Adaptive. IZ Adaptive offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply  to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

SECTION 1 - ONLINE STORE TERMS

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).You must not transmit any worms or viruses or any code of a destructive nature.A breach or violation of any of the Terms will result in an immediate termination of your Services.

SECTION 2 - GENERAL CONDITIONS

We reserve the right to refuse service to anyone for any reason at any time.You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION

We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES

Prices for our products are subject to change without notice.We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

SECTION 5 - PRODUCTS OR SERVICES (if applicable)

Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate.We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.
You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.
For more detail, please review our Returns Policy.

SECTION 7 - OPTIONAL TOOLS

We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.

SECTION 8 - THIRD-PARTY LINKS

Certain content, products and services available via our Service may include materials from third-parties.Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS

If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

SECTION 10 - PERSONAL INFORMATION

Your submission of personal information through the store is governed by our Privacy Policy. To view our Privacy Policy.

SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

SECTION 12 - PROHIBITED USES

In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY

We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.In no case shall IZ Adaptive, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

SECTION 14 - INDEMNIFICATION

You agree to indemnify, defend and hold harmless IZ Adaptive and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

SECTION 15 - SEVERABILITY

In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

SECTION 16 - TERMINATION

The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

SECTION 17 - ENTIRE AGREEMENT

The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

SECTION 18 - GOVERNING LAW

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of 2955B Dundas Street West, Toronto ON M6P 1Z2 CANADA
SECTION 19 - CHANGES TO TERMS OF SERVICE
You can review the most current version of the Terms of Service at any time at this page.We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

SECTION 20 - CONTACT INFORMATION

Questions about the Terms of Service should be sent to us at info@izadaptive.com

FAQ

RETURNS & EXCHANGES

What is your return policy?

We will accept returns within 30 days after you receive your shipping confirmation. In order for us to accept your return, items must be unworn, undamaged, and with the tags attached. Please be advised that any items marked FINAL SALE are not eligible for returns, refunds, exchanges or credit.

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, less $8 return delivery, 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.

I noticed that IZ Adaptive is available on Macys.com - can I return my items to a Macy’s store?

Unfortunately any items that you purchase on IZadaptive.com cannot be returned to any Macy’s locations, and must be returned to us directly.

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 only ship to Canada and the United States of America at this time.

Do you ship internationally?

Read the above item 🙃

Any chance that you will ship my items for free?

Yup - for orders of $150 or more we absolutely ship for free! It will come to you by way of UPS Ground Shipping. We wish we could offer this on all orders, but sadly we are not Amazon.

Is expedited shipping an option?

We offer overnight UPS Express Saver shipping. We need to receive your order by 11:00AM EST for it to be processed on the same day. Any orders placed after 11:00AM EST, on weekends, or on holidays will arrive within two business days for UPS Express Saver.

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?

UPS does not offer a re-delivery. If you are unavailable to sign for the package at the time of delivery, UPS will leave a pick up slip, with instructions on how and where you can pick up your package.

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. 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.

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.

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