Help Desk

For eligible orders below the free-shipping threshold, standard shipping is $14.95 within Ontario and $18.95 to other Canadian provinces. Bulky items, including hats, some home décor and wall art, have their own category-based flat rates. Checkout shows the rate for your order.

Transit time depends on the destination, service and carrier. Transit times are often 1-3 business days within Ontario, and 5-7 business days for most of the rest of Canada, excluding remote locations, but may vary. Weather and carrier delays can affect delivery. Shipping timelines do not include order processing timelines.

Orders shipped outside Canada may be subject to import duties, taxes and brokerage fees set by the destination country and carrier. These charges are the customer's responsibility.

Yes. Standard shipping is free on eligible orders of $150 or more within Ontario, and $200 or more to other Canadian provinces. Larger items such as hats, some home décor and wall art use category-based flat shipping rates and do not qualify for the standard free-shipping offer. The applicable rate appears at checkout.

International options and rates appear at checkout for supported destinations. Surface service can take approximately 60–90 business days and may have limited tracking while at sea. We recommend tracked air service when available if you need faster delivery and fuller tracking. Cost of shipping for international shipments is calculated at checkout based on destination and weight of items in the order. International duties are not included and are the responsibility of the customer.

Contact us through the Return Portal as soon as you notice a problem, and keep the packaging if your parcel arrived damaged. We'll help you begin a claim. Carrier investigations can take time; without package protection, some investigations may take 6–8 weeks.

If selected at checkout, Cold Cactus Package & Return Protection provides the coverage and return-shipping benefits described in its checkout terms. Submit a claim through the Return Portal so our team can review it. Coverage depends on those terms and the circumstances of the claim.

Yes! Items purchased at full price as Christmas gifts between November 1 and December 24 are eligible for exchange or store credit until January 16, 2027.

All items must be new, unworn, with original tags attached, and meet our standard return policy requirements. No refunds will be issued.

Clearance items, promotional purchases discounted 20% or more, seasonal Christmas merchandise, and other final-sale items are excluded from this extended policy.

This extension applies only to items purchased as Christmas gifts. All other purchases are subject to our standard return policy.

Eligible items must be new, unworn, unwashed and returned with original tags attached. They must be free of stains, odours and pet hair. Try items on with care and keep the original packaging where practical. Footwear soles must be un-scuffed and in new, resalable condition.

Report damaged, incorrect or missing items within 5 calendar days of delivery through the Claims portion of our Return Portal. Include your order number, a description of the issue and clear photos of the item and packaging where relevant. Keep the packaging until our team advises you of the next step.

Yes, if the item is eligible and the size or replacement is available. Start in the Return Portal. Approved exchange orders ship at no additional outbound shipping charge. If the item you want is unavailable, store credit can be issued instead.

Items discounted by 20% or more, clearance merchandise, seasonal or holiday décor, and special orders are final sale. Hygiene-sensitive items, such as pierced earrings, are also final sale and will be identified on the product page.

Handbags, belts, hats and other eligible accessories are not automatically final sale. They may be exchanged or returned for store credit within the applicable return window, provided they are in new, unused and unaltered condition with original tags attached and meet our other return requirements (timelines, etc).

Instant Exchange lets you request an eligible replacement before your original item reaches us, thereby guaranteeing its availability. A refundable deposit secures the exchange. Mail the original return within 7 days using the provided instructions so the deposit is not captured. Replacement orders typically ship within 2–3 business days.

If you selected Cold Cactus Package & Return Protection at checkout, the benefits shown in its terms may cover eligible return shipping and package claims. Start your request in the Return Portal; our team will assess the claim against those terms.

Eligible returns are issued as an exchange or store credit; we do not refund to the original payment method for a change of mind. Store credit does not expire. Once we receive and inspect an approved return, processing generally takes 2–3 business days.

Customers are responsible for return shipping unless their order includes applicable Cold Cactus Package & Return Protection or we sent a damaged or incorrect item. Follow the Return Portal instructions for your specific return. Original shipping charges are not returned for a change of mind.

Start through our Return Portal and follow the instructions for your order. Please wait for approval and use the return instructions provided. If you need help, email care@coldcactus.ca with your order number.

Start a return or exchange within 14 days of an in-store purchase or within 14 days of delivery for an online order. Regularly stocked denim and footwear has a 30-day return window. Items must meet the eligibility and condition requirements below.

For a curvier waist-to-hip shape, we often start with Kimes Ranch Jennifer, Sarah, Olivia or Lola, along with most Ariat styles, particularly styles containing the new Revel Stretch fabric. Bespoke Wrangler denim styles which contain a lot of stretch and are designed to fit the curves of a women's body are particularly good for a curvy body shape. The Mila trouser by Cruel denim is another style great for curvy bodies or those needing thigh room.

For a straighter shape, Kimes Ranch Chloe, Betty 17, Roger or Wayne and select Ariat and Wrangler fits can be good starting points. These are suggestions, not rules: rise, stretch and how you like your jeans to feel matter just as much. Some customers find Chloe less accommodating through the hips; classic rigid Cowboy Cut styles may need extra attention to measurements.

Measure your natural waist and the fullest part of your hips, then compare those measurements with the size chart on the product page. Denim sizing varies by brand and fit, so your usual number may not be the best choice in every style. Use the denim size conversion chart as a starting point, and ask us when you're between sizes.

Your jeans should feel secure at the waist and comfortable through the hips and thighs without pulling or gaping. Most of the styles we carry have some spandex content and will relax 1/2 size with wear. To account for that relaxation, we want your jeans to start snug but not uncomfortably tight. Rigid denim often softens and breaks in with wear, but may not relax as much. The amount varies by fabric and fit, so check the product description and ask us about a specific style before sizing down.

Of course. Email care@coldcactus.ca with the style you're considering, the size you usually wear, a pair that fits you well and any fit concern you have. Measurements are helpful too. We'll make a personal recommendation before you order.

Measure the inseam of a pair of jeans that falls the way you like, from the crotch seam to the hem. Think about the footwear you'll wear most often: jeans worn over cowboy boots generally need more length than jeans worn with sneakers or flats. Trouser, bootcut and wide-leg styles may have different ideal lengths. Check the inseam listed on each product page.

Spot clean gently with a slightly damp cloth and brush with the direction of the hair. Avoid soaking, harsh cleaners and direct heat. Hair-on-hide has natural variation and may shed or wear at high-friction points over time.

Follow the garment label. Wash jeans inside out in cold water with similar colours and a mild detergent, then hang to dry when possible. Washing less often helps preserve colour and shape. Dark denim may transfer dye at first, so take care around light clothing, upholstery and footwear.

Handle your hat by the brim with clean hands, keep it away from prolonged moisture and heat, and store it in a hat box or on a suitable stand. Gently brush felt in the direction of the nap. Avoid crushing straw. Ask us about care for a particular finish or shape.

Keep jewellery dry and remove it before swimming, showering, exercising or using lotions and perfume. Wipe sterling silver with a soft polishing cloth; avoid abrasive cleaners on turquoise and other stones. Store pieces separately in a dry place. Turquoise is naturally porous, so chemicals and prolonged water exposure can change its appearance.

Brush or wipe away surface dirt gently and let wet leather dry naturally away from direct heat. Use cleaners and conditioners intended for the specific leather finish, testing first in a discreet spot. Full-grain leather, suede and roughout require different products; if you're unsure which finish you have, ask us before applying anything.

Turn printed pieces inside out, wash in cold water on a gentle cycle and hang or lay flat to dry when possible. Avoid ironing directly over the graphic and follow the garment label for fabric-specific instructions.

Only one rewards discount can be used per order. Rewards cannot be combined with another discount code, and some products or promotions may be excluded. The applicable offer and checkout rules will be shown before you complete your order.

Earn 1 point for every $1 spent on eligible merchandise after discounts, excluding taxes and shipping. You can also earn 25 points for creating an account, 25 for an eligible product review, an additional 25 when that review includes a photo, and 50 birthday points. Regular-priced and select lightly discounted items earn points; clearance and select major promotions are excluded.

Points expire after 365 days of account inactivity. Keep your account active by making an eligible purchase or earning points through an eligible activity.

Yes. Create a Cold Cactus account or sign in to get started. There is no membership fee.

Ask our team to look up your rewards account when shopping in-store. In-store earning and redemption depend on the account connection available at checkout; our team can confirm what is currently available.

Use 250 points for $5 off an order of at least $50; 500 points for $15 off $100; 1,000 points for $35 off $175; or 1,500 points for $55 off $275. Once a reward is claimed, you have 90 days to utilize it on a qualifying purchase before it expires. Purchase minimums are calculated before taxes and shipping. Sign in and use the rewards widget to select a reward.

Points earned on a returned, refunded or cancelled purchase are removed from your balance. If part of an order is returned, the points balance is adjusted for that portion.

Regular-priced items and select lightly discounted items earn points. Clearance merchandise and select major promotions are excluded. Points are calculated on the eligible amount paid after discounts, excluding taxes and shipping.

Items discounted by 20% or more, clearance items, seasonal or holiday décor, special orders and all accessories—including handbags, belts, jewellery and hats—are final sale. Read the full Final Sale Policy for the complete terms and exceptions for damaged or incorrect items.

Learn how we collect, use and protect personal information when you shop or contact us. Read the full Privacy Policy.

Eligible returns are handled as exchanges or store credit within the applicable return window. See Returns & Exchanges for a practical overview, then read the full Refund Policy.

Find processing, shipping rates, delivery, international orders and pickup information in our Shipping & Pickup section. Read the full Shipping Policy for the complete terms.

Find the terms for using our website and placing an order. Read the full Terms of Service.