FAQ

4. Why are your products oeko-tex certified and what does this mean?

How do I place an online order?
Ordering at Moojoes.com is easy! On the home page, select a category. Once the subcategories are visible, click on the subcategory name or on the picture of the product that you are interested in. Now simply select the style that you are interested in. Then select the colour, size and/or the quantity that you would like and then click “add to cart”. Once you are finished shopping, click on the “add to cart” button under the product info and follow the instructions to checkout.

The checkout process is simple. Once in your cart, review all the items and the quantities listed. If you wish to modify the quantity of one item, select the quantity you would like and change the number in the quantity box and then click on the "Update cart" button at the bottom of the page. If you would like to remove an item from your cart, click the checkbox next to the item and then click on the "Update" button at the bottom of the page to delete the quantity number showing. If you want to continue shopping , click on the “continue shopping “ box at the bottom of the page and this will take you back to the product page. You are now ready to proceed with your checkout. Click on the “checkout” button at the bottom of the page. Next, choose your shipping method and your shipping cost will be added to your subtotal . Next, press the “checkout” box.

If you select Paypal as your payment option, your next step is the account log in/account registration. Just follow the prompted questions. Next page is to log in to paypal.

If you select credit card or cheque, the next page will be the account log in/contact info/shipping info/payment info/billing info. From here, you can proceed to confirmation.

The GST and PST will show up on your invoice once you have given your payment details. Within B.C. customers will be charged GST(5%) and PST (7%), Nova Scotia, Newfoundland, and New Brunswick with be charged HST (13%) and all other provinces will be charged GST(5%). Outside Canada, there is no GST or PST charged.

The confirmation page of the checkout process will review the billing and shipping address, the payment information and the items purchased. Click on the "Confirm" button at the bottom of the page to finalize your purchase. Your order will not go through if you do not click on the "Confirm" button.

** If you would like additional assistance placing an order, please contact us at support@moojoes.com.

How do I pay for my online order?
We accept the following forms of payment:

  • Visa
  • Cheque
  • Paypal

How quickly will my order be processed?
All orders received are processed within 24-48 hours. Standard delivery takes 7-10 business days after order processing. Express delivery is available for an additional charge. See shipping information here.

Please note that orders will be processed and shipped pending credit card authorization.

Can I order online and pickup locally?
Yes, please select “Local Pick Up” in the checkout procedure and we can arrange your pickup.

Is your online shopping secure?
We have implemented security measures to maintain the safety of your personal information that you enter while placing your order. To find out more about the security service that we provide, view our Privacy Policy.

Can I have my order gift wrapped?
When ordering online, please make sure that when finalizing your order you put a request for gift wrap and the occasion in the comment area. We will make sure your gift is wrapped at no additional cost.

What is the policy regarding paying by cheque?
Your order will be shipped as soon as we have received your cheque and processed by the bank which may take up to 10 business days. If sending a certified cheque your order will be processed as soon as the cheque is received.

How can I make a modification to an order after it has been submitted?
We'll do everything we can to accommodate your request. Please contact us at support@moojoes.com

How does the Wishlist work?
Click on the “wishlist” button on the top left hand corner of the home webpage and follow the prompted questions.

How can I cancel an order?
You may contact us at support@moojoes as soon as possible and please include your name and invoice number.

Will I receive an order confirmation?
Yes, via email.

What happens if an item goes out of stock before my order is shipped?
Occasionally, high demand causes us to run out of certain items. If we don't have an item that you have ordered in stock, we'll notify you by email immediately.

How can I check the status of my order?
On the website, if you are interested in the status of your order/view your account, look at the categories in the top right hand corner of the home webpage and you will see “log in”, “my account”, and “order status” and follow the prompted questions.

Depending on the shipping method that you choose for delivery of your parcel, you can track its progress. Please use the tracking number provided and enter it on the website ofthe carrier used to ship your order.

I've forgotten my password, how do I get a new one?
If you have an account and have forgotten your password, we can provide you with a new one. Simply click on the “Password forgotten?” link, enter your email address and follow the prompted questions.

How does Moojoes use my personal information?
At Moojoes.com, we respect our customers and understand that you are concerned about privacy. We've instituted policies intended to ensure that your personal information is handled safely and responsibly. Read our Privacy Policy for details.

What is Moojoes return policy?
To obtain more information on return policy, please visit our shipping section.

How can I return an order purchased online?
Contact us at support@moojoes.com to briefly explain the reason for the return within 7-10 days of receiving product. When returning items by mail, please supply the original invoice, original packaging and the product in its original state.
Please note that for regular refunds and exchanges, the original shipping costs are not refundable. For regular exchanges, a shipping fee will be charged for the delivery of the new item requested. Returns and exchanges must be returned with shipping prepaid; however, if item was defective or sent to you in error, then the shipping will be reimbursed.

We recommend that all returns and exchanges be sent via a traceable carrier such as Canada Post, USPS or UPS. Moojoes is not responsible for packages not received if sent via a non-traceable carrier.

Is there a shipping fee when returning items by mail?
For regular refunds and exchanges, the shipping cost for getting the product back to Moojoes are not refundable.

Items shipped in error, or items with defects may be returned within 30 days for a full refund or exchange. Moreover, Moojoes will credit you the shipping costs when your return is processed. In order to do so, please include a copy of the shipping receipt from the carrier in the parcel.

When will I see a credit on my billing statement from my return?
Items returned by mail will be processed within 7 days of receipt of the parcel. Once processed, a credit is issued in the same form of payment as the one used for the original purchase.

For credits issued to credit cards, it usually takes one to two billing cycles for the credit to appear on your credit card statement.

Where do you ship?
Moojoes.com ships to addresses in all Canadian provinces and territories as well as addresses in the continental US and Internationally.

What carrier will be used to ship my order?
We determine the most efficient shipping carrier for your order which usually is Canada Post.

What are Moojoes shipping rates?
To learn more about Moojoes shipping rates, read our Shipping Information section.

Is my Moojoes Rain ponchos waterproof?
Although the poncho is made out of a waterproof fabric we call the poncho water resistant since the seams (minimal seams to a poncho) are not sealed but covered with reflective tape. This means that with heavy periods of rain, moisture will eventually be able to penetrate through the seams. Since seam sealing is so expensive the price of the garment would go up by so much that the poncho would become unaffordable for most people.

What can I do to seamseal the poncho?
It's very easy to seal those few seams yourself and make them waterproof. We recommend a product called McNett’s Seam Grip®, a glue-style product (available on our website or a similar product at an outdoor store such as MEC). McNett’s Seam Grip® can be squeezed from a tube onto the seam then allowed to dry. A more detailed description on how to apply MCNett Seam Grip can be found on our website or on the application tube.

What can I do to restore my rain poncho's DWR after a number of years of use?
Our rain poncho has an environmentally friendly DWR (durable water repelency) already on the fabric, but after years of wear, any outdoor garment needs to restore it's DWR ability. On our website we sell a product called Revivex that can help with this. The Revivex can be applied on an older rain poncho or can be applied initially, to a new poncho, to create a second waterproof layer.

This product is an all-purpose easy to use waterproof spray that instantly creates a water, oil, stain repellant surface on all types of outerwear. Plus, it restores the DWR to items that have lost their ability to repel water over years of wear. Can be used initially on new garments to create a waterproof layer or on older garments that have lost their waterproofing ability.

Why are your products oeko-tex certified and what does it mean?
Moojoes prides itself on being a Canadian outdoor wear manufacturer who offers Oeko-Tex certified outdoor wear. So what does Oeko-Tex certified mean? Oeko-Tex is the best known health label in the World. The materials we use for our outdoor garments are put through an ecological test to check the fabric is free from harmful products. This test will ensure that the fabric used has no legally banned substances and no known chemicals harmful to your health (It means no harmful substances in your outdoor wear. No PVC, no phthalates and no AZO dyes). This test is carried out annually. For more information on Oeko-Tex certification please visit the following link: Oeko-Tex cerfication