Here are the answers to the most frequently asked questions.
The 4 most frequently asked questions
If you've placed an online order, please note that it will be processed and delivered within 2 to 7 business days. You should receive email updates at each step of your order's processing.
You can track the delivery of your order by clicking on the "track my order" link in the menu. Simply enter the carrier's tracking number you received by email.
If you haven't received an email, you can check your spam box or it's possible that there was an error in the email you provided when placing your order.
If you do not receive any communication or if your package has not arrived after more than 7 business days from the order date, please do not hesitate to contact us via the contact page, which will generate a ticket, and a customer service agent will take care of your request.
The instructions for a return or exchange are available on the "return and warranty" page in the menu. We have implemented an automated process that allows you to create your return label and order the replacement size easily.
If you wish to make a return without an exchange, you can simply select this option, a return label will be provided to you, and the refund will be applied once we have received your return at our warehouse. Please allow between two to ten business days for the refund to appear on your bank statement.
Please ensure that the item is returned in new condition, unused, in its original packaging, and with all tags and documentation. Any item that has been used cannot be returned or exchanged.
The instructions for a warranty claim are available on the "Return and Warranty" page in the menu. We have established a process that allows you to create a ticket with customer service, and an agent will take care of your request.
It's important to provide a description of the problem encountered and to attach one or more supporting photos and to indicate your order number to expedite the handling of your request.
P&F Workwear will be responsible for all shipping costs incurred. If a defect reported is confirmed by customer service during the warranty period, we may offer you an exchange, repair service, or new replacement parts.
To find a store near you, please visit the "find a store" page in the menu.
Note that stores do not carry the entire Pilote & Filles collection, and it is impossible for us to know their inventories. We advise you to contact them by phone to verify product availability.
Alternatively, you can simply shop online, and we offer free returns and exchanges to simplify your shopping experience.
FAQ - DELIVERY TIMES, SHIPPING, AND TRANSPORT
Once your order is processed in the warehouse, which takes between 1 and 2 business days, delivery times vary depending on your location. For instance, in Canada, customers in Quebec and Ontario can expect their order in 2 to 4 business days, while those in the rest of Canada can expect delivery in 3 to 6 business days. In the United States, the delivery time is 5 to 10 business days, and for the rest of the world, it is between 15 and 25 business days.
If you are not present at the time of delivery, the carrier will typically leave a notification or notice informing you how to retrieve your package. You can also use the tracking number received by email to contact the carrier to arrange a new delivery or to pick up your package.
Currently, we do not offer express or priority delivery. However, we are considering adding this feature if there is enough demand for it.
For Canada and the United States, our standard shipping fees are $12. If your order exceeds $150, shipping is free for Canada and the United States.
Yes, for all orders exceeding $150, shipping is free in Canada and the United States.
Yes, we do ship internationally. However, please be aware that our international shipping rates may not be competitive compared to the sales prices. If you do not see a rate for your region, do not hesitate to contact us, and we will add it to our shipping offer. For orders of $150 and more, shipping is free and exchanges are without charge for Canada and the United States.
Once we receive your return, we ship the replacement product at no charge within the following 3 business days.
We've extended our return policy through the holiday season. This policy applies to purchases from November 15, 2023 through December 31, 2023. To get a full refund, initiate a return for the item(s) before January 15, 2024. All items must be in their original condition to qualify for a full refund.
FAQ - Warranty
Yes, we offer a specific warranty against manufacturing defects for each product category. For example, 90 days for boots, ankle boots, and shoes, and 30 days for work clothes and accessories. If you encounter a manufacturing defect during this period, please contact our customer service.
Yes, please note that underwear, socks and product in sale with the mention ''final sales and no return'' are excluded from our return policy and will not be refunded or exchanged.
The instructions for a warranty claim can be found on the "Return Policy" page in the menu. We have set up a process that allows you to create a ticket with customer service, and an agent will address your request.
It's important to provide a description of the problem you are experiencing, attach one or more photos for support, and indicate your order number to expedite the handling of your request.
P&F Workwear will be responsible for all shipping costs incurred. If a defect submitted is confirmed by customer service during the warranty period, we may offer you an exchange, repair service, or new replacement components.
Once we receive your return, we will ship the replacement product at no additional charge within the next 3 business days.
FAQ - Safety boots and shoes
Yes, all our products meet the current safety standards. You can find the specific certifications in the description of each product.
Please note that the majority of our boots and shoes are CSA, ASTM, and Dielectric certified.
Yes, all our products are exclusively designed to meet the needs and morphology of women. But some men are wearing our product cause they find them too comfortable.
Our products are made from a variety of high-quality materials. For specific details, please refer to the descriptions on the product pages.
Not at the moment, but we plan to develop them soon.
Any item purchased at an independent P&F retailer is subject to the store’s return policy. Please check with your local store for more information.