Customer Service

Website Orders

Online orders are processed Monday through Friday, 1-2 business days of order placement, unless indicated in the product description.
Orders placed between 1pm EST Friday through midnight EST Sunday will be processed the following Monday.

On occasion, an order may be placed on hold. In that event, we will contact you within one business day to gather the information we need to expedite the order.
If we attempt to contact you and do not receive a response after five business days, we reserve the right to cancel your order.


All product on our site is listed and charged in United States Dollars (USD). We accept American Express, Visa, and MasterCard.
Sales tax will be charged when applicable. International customers must use a valid international credit card. The customer is solely responsible for any applicable foreign exchange rate variances, transaction fees, or any charges incurred by their banking institution. 

If the credit card cannot be verified as belonging to the person placing the order, the order will not be processed.

Sales Tax

Sales tax will be charged when applicable.

Promo Codes

We all love a deal, but there are a few little rules:

  • Please be advised that ONLY ONE promotional code can be used per order if/when available and applicable, including newsletter signup promo codes.
  • Promo/discount codes are only applicable on regular price merchandise unless stated otherwise.
  • Certain items (including all sale items) are excluded from special offers.
  • Codes may not be applied after an order is processed.
  • ALL SALE ITEMS ARE FINAL SALE - no returns or exchanges will be accepted on discounted items.

How to Place an Order

Placing an order with is easy. Simply follow these steps:

  • Add an item to your shopping bag by clicking "add item" on the item's product detail page.
  • When you have finished shopping, click the "cart" button at the top of the page.
  • You will be shown your basket for review.
  • Click "proceed to check out."
  • On the login page new customers should click the "create account."
  • Repeat customers should enter their email address in the "login" box and their password in the "password" box. Press "login".
  • Complete the next 3 steps by entering all required information.
  • On step 4, you will be presented with all your order information.
  • Click the "confirm" button to submit the order.
  • You will know that your order has gone through when you receive the "thank you" page with your order number.
  • If you have not received this page, please contact Customer Service at

  • Please be advised that once an order is confirmed, you cannot make changes to the order online.


Every attempt will be made to process and ship your order the day it's received.
We will email you when the order is shipped.
Please note we cannot ship to P.O. boxes.

Shipping Rates

All US & Canadian orders are shipped via UPS and should be received within 7-10 business days after processing.* 

Regardless of delivery method selected, delivery time does not include Saturdays, Sundays or holidays.

Saturday delivery is only available if prearranged with Customer Service.

Please be advised that orders sent to Hawaii or Alaska have at times taken up to 4 weeks for delivery.  
This is not typical but has occurred, so we sincerely apologize in advance if this happens to take place.


Domestic shipping costs and methods 

Method Price
Standard ground shipping orders over $100* Free
Standard ground shipping orders under $100* $5.00

*Excluding Hawaii, Alaska, Northwest Territories, Yukon and Nunavut
*Ground Shipping to Hawaii and Alaska for $40.00 plus $1.50 for each additional garment.*

Please note, sending back goods for return or exchange are at the expense of the customer unless this an error in shipping by 
We apologize for any inconvenience in this regard.

International Shipping

For orders shipped outside the United States and Canada, the billing and shipping address must be the same.
Shipping will be provided via your choice of UPS or Global Express Mail through the United States Postal Service.

Please use a valid street address, as we cannot ship to PO or APO boxes.

International orders are not guaranteed to ship the next business day because additional verification is often necessary. Please allow up to 20 business days for delivery.
Any delays at customs once the parcel has reached the destination country are not under our control. Please note, order modifications cannot be made after the order has been placed.

We are able to ship to countries other than those listed above. Such orders cannot be processed on line, but you may email, fax or phone in your order.
We recommend faxing or phoning in your credit card number; for security purposes, email is not advised.
Please contact us at
International shipping fees range from $20 - $135 USD, depending on the country you live in, the shipping service you select, and the weight of your package.
If you exchange an item, you will be responsible for shipping charges that apply to the reshipment of the item.

Customs Duties and Other Fees

Please note that shipping charges do not include taxes or duty. The customer is solely responsible for any customs, duties, foreign taxes
or other fees that his/her country may impose to take delivery of his/her order.
Any abandoned packages are at the responsibility of the customer.
In order to comply with export regulations, we are required by U.S. law to declare the exact value of all items ordered and to mark them as dutiable "merchandise."
Declaring less than the true value is both a violation of American law and the laws of most other countries.
In addition, we could lose the right to export to your country should it ever be discovered that we were misrepresenting the value.
Because we are a retailer, we are prohibited by law from marking your order as "gift," even if the order is intended as a gift by its recipient.
Call your local customs office for details about these charges.


If you are not satisfied with your online purchase, please follow our guidelines for returns:

Please confirm your items are eligible for return (Final sale merchandise is not eligible for return or exchange).

  • All returns must be postmarked within 30 days of receipt. Returns sent after this time will not be honored.
  • The merchandise must be in its original condition and unworn.
  • We do not refund shipping charges.
  • We do not accept returns/exchanges on Face Masks, custom-made or special order items, undergarments, or sale merchandise. These types of sales are final.
  • We are not responsible for damages that occur during care of an item, such as dry cleaning, washing or wear.

Please be advised that items that do not conform to the above guidelines are not returnable. They will be returned to you at your expense.

Shipping returns will be the responsibility of the customer.

Please note that our customer service department traditionally closes for the holiday from Christmas Day to the day after New Years.
There will not be any refunds processed during this time.  We sincerely appreciate your patience and understanding in this matter.

Please be advised that some exclusions apply based on location.

Please allow anywhere from 5-7 business days for the refund to hit your account.  
While we provide the refund once received and approved, there are occasional delays from the banks for the funds to hit your account.  
We apologize in advance should any delays occur.

International Returns

The customer is responsible for all duties or taxes.  If you return an item or refuse an item and we are charged a tax, that duty or tax amount will be deducted from your order total before we credit your account.

The customer is also responsible for any foreign currency exchange rates, fees or variances incurred from transactions (purchases, returns or exchanges) of our merchandise and imposed by their banking institution. 

Damaged/Incorrect Items

If you receive an item that is defective, damaged or incorrect, you must notify us via email within 5 business days of receiving the merchandise.
Please keep the original box and packaging materials in the case of damage.We will email you a UPS label for returning the merchandise. 

A replacement will be sent, if available, upon receipt - with the condition that merchandise has not been worn or washed with all tags attached.


If you would like to exchange an item for another color or size, please contact us via email to ensure that the new item is available.
We will only accept returns for exchange if they meet all criteria for an acceptable return (see above).
Please make sure to note the exchange on the return form. We will ship the exchange to you at our expense (does not apply to international orders).

How to Return Merchandise

Please refer to the return form enclosed in your package.

Canadian Return Address:
121 - 5589 Byrne Rd
Burnaby, BC
V5J 3J1

US Return Address:
Fidelity Denim – USA Returns
4770 E. 48th St
Vernon, CA 90058

Tips on sending your return package:

  • Send via UPS or insured parcel post for proof of delivery. If your return package is lost, we are not responsible for reimbursement or compensation for the lost merchandise.
  • No COD (Cash/Check on Delivery) packages will be accepted.
  • Package your return carefully, as we cannot return or exchange items that arrive damaged due to poor packaging.
  • Please include your original packing slip with the return shipment.

Your return will be processed within 2-3 business days of receipt. We will issue a refund to the credit card originally used for the purchase.
You will receive an email notification when the credit has been issued. If you have an inquiry, e-mail us at

Please allow for 5-7 business days or depending on the individual banking institution to show the credit.

Contact Us

If you have any questions or concerns, feel free to drop us a line.

Mailing Address
4770 48th St
Vernon, CA, 90058

Thank you for shopping with us!