Can't Find what you are looking for?

If you are unable to find the information you are looking for in the customer support centre please contact one of our Customer Service Representatives and we will help answer your questions.

Customer Service Hours:

Note: We are following recommendations from our local health authorities for COVID-19. Due to a high volume of contacts and limitations to our office capacity, our response may be delayed.

8am-5pm, Mon-Fri PST

Contact Us Form
Currently, our response time is 2 to 3 business days.


Do you want to track the order that you already purchased online at

View our Order Tracking Page

  • Veilance currently offers FREE EXPRESS SHIPPING on all orders. The estimated processing and delivery time using express shipping is approximately 3 - 5 business days, however this timeline may vary with the final destination. Please be aware, our shipping partners are experiencing COVID-19 related delays which may result in extended delivery times. For the latest update go to Track My Order.
  • Veilance online purchases can be shipped to destinations within Canada, USA, Germany, UK, Ireland, Sweden, Denmark, Norway, France, Austria, Poland, Switzerland, Spain, Italy, Belgium, Czech Republic, Finland and the Netherlands.
  • After your order has been processed you will receive a shipping confirmation email with the tracking number(s).


Can I change my shipping address after my order has been placed?

The shipping address cannot be changed after the order has been placed. If you would like to return your order, please visit our Returns and Refunds page.

Can I cancel an order once the order has been placed?

We work hard to get all orders processed as quickly as possible, once an order has been placed and payment has been processed, you cannot cancel your order. If you need to return any items please wait until you receive the shipment and then visit our Returns and Refunds page.

How will I know you that you received my order and when will the payment be deducted?

After your order is processed you will receive an order confirmation number on screen and also by email. Your credit card or PayPal will be charged when your order ships.

The status of your order can be checked on your 'Order Status' page in the 'Your Account' section of this website.

Can I add items to an existing order?

Items cannot be added to an existing order that has been confirmed. Your order is confirmed once you have completed the checkout stage and sent a confirmation number. If you would like to order additional items, you are welcome to place a new order online.

Which countries does Arc'teryx ship to?

Arc'teryx online purchases can be shipped to destinations within Canada, USA, Germany, UK, Ireland, Sweden, Denmark, Norway, France, Austria, Poland, Switzerland, Spain, Italy, Belgium, Czech Republic, Finland, Netherlands, and Japan. For shipping to Australia please visit For shipping to New Zealand please visit

We may not be able to deliver to some regions listed above due to shipping restrictions.

We are unable to deliver to: Büsingen am Hochrhein, Helgoland, Féroé Islands, Greenland, Åland, Campione d'Italia, Livigno, SanMarino, The Italian waters of Lake Lugano, Vatican, Jan Mayen, Svalbard, Andorra, Canaries Islands, Ceuta, Melilla, Aruba, Bonaire, Curacao, Saba, Sint Eustatius, Sint Maarten, Guadeloupe, Martinique, Guyana, Mayotte, Reunion, Nouvelle-Caldedonia, French Polynesia, Saint-Pierre-et-Miquelon, Saint Barthelemy, Saint-Martin, French Southern & Antarctic Lands, Wallis et Futuna, Monaco, Guernsey, Anguilla, Ascension Island, Bermuda, British Indian Ocean Territory, British Antarctic Territory, British Virgin Islands, Cayman Islands, Falkland Islands, Gibraltar, Island of Man, Jersey, Montserrat, Pitcairn Islands, Saint Helena, South Georgia and the South Sandwich Islands, Turks and Caicos Islands, Australia, New Zealand, Mexico, Hong Kong, United Arab Emirates.

Does Arc'teryx ship to post office boxes?

Yes. We ship to post office boxes but may have to use an alternative carrier. This can increase the estimated delivery time from 5-10 business days.

Can I have my order shipped to an Arc'teryx store?

We do not ship online purchases to Arc’teryx brand stores. However, you can reserve in-store products for 24 hours through our online Find a Store feature.

Can Arc’teryx ship to a freight forwarding address?

Arc’teryx Equipment does not allow Freight Forwarding due to agreements with our overseas dealers. If you are located in a country does not ship to, please contact a local Arc’teryx dealer to purchase products.

Will you ship my order to a military address?

Arc'teryx will ship to a military base address but may have to use an alternate carrier which can increase the delivery time of your order. Please note shipping to a military address reduces visibility for tracking your package.

How much tax will I have to pay?

All applicable taxes will be applied based on the country or region that your order is being shipped to.

Does Arc'teryx ship to multiple addresses?

We do not ship to multiple addresses. Each individual order can only ship to a single address.

If you wish to send several items to different addresses, then a new order must be completed for each individual destination.

Can products be delivered to a different mailing address from the billing address?

Yes. The shipping address can be different from the billing address.

List of holidays that may delay shipping.


  • Family Day
  • Good Friday
  • Easter Monday
  • Victoria Day
  • Canada Day
  • BC Day
  • Labour Day
  • Thanksgiving Day
  • Remembrance Day
  • Christmas Day
  • Boxing Day


  • Good Friday
  • Day before Memorial Day
  • Memorial Day
  • Day before Independence Day
  • Independence Day
  • Day before Labor Day
  • Labor Day
  • Thanksgiving Day
  • Day after Thanksgiving Day
  • Christmas Day
  • Boxing Day


  • Easter Friday
  • Easter Monday
  • Father's Day
  • Pentecost Day
  • Corpus Christi
  • Assumption Day
  • German Unity Day
  • All Saint's Day
  • Christmas Eve
  • Christmas Day
  • New Year's Eve

What packaging will my order be shipped in?

The packaging method will be determined by the product and number of products on your order. We take great care when packaging our products to ensure that all items arrive undamaged to their shipping destinations.

Is my package insured?

All packages are insured through the shipping company used.