Frequently Asked Questions

 

INSULATION

Down to what temperature will Kanuk coats keep me warm?

Each of our coats features a “comfort zone" heat indicator. Kanuk coats range from zones K1 to K5.

K1 coats will protect you at temperatures ranging from 0°C to -10°C.
K2 coats will protect you at temperatures ranging from -15 °C to -20 °C.
K3 coats will protect you at temperatures ranging from -20 °C to -25 °C.
K4 coats will protect you at temperatures ranging from -25 °C to -30 °C.

Therefore, it is important to be well informed about the comfort zone before making a purchase.

These comfort zones are presented for your information.
The ability to withstand the cold depends on various external factors (e.g., humidity, wind) and internal factors (e.g., fatigue, physical fitness) that vary from person to person. The comfort zone can vary by 5°C in either direction.

For instance, if you have a natural tendency to be very cold, a coat that would normally protect you at -20°C will give you a comfort zone of -15°C. Conversely, if you have a tendency to generate a lot of heat, your comfort zone could rise to -25°C with a coat designed to protect you at -20°C.

What is down, and what type of down does Kanuk use?

Down is the thin, light layer under the plumage of a water bird.

At Kanuk, we use Canadian Hutterite white duck down (90% down – 800 fill).

Kanuk down comes from mature Hutterite white ducks from Western Canada (90% down). These ducks are free-range and raised in small Canadian communities where their health and well-being are carefully monitored. The down they produce, which is ethically sourced and traceable, is prized around the world.

What is Thindown?

Thindown is the only down fabric in the world to be sold by the roll. In this fabric, the down is mixed with synthetic fibres and inserted between two thin layers of woven polyester, producing a fabric similar to a synthetic material, but with the properties of down. The multiple layers also mean there’s no need to pierce the coat’s outer shell.

What is synthetic?

In addition to its optimal swelling power, Thermo+ synthetic insulation is widely recognized for its exceptional thermal properties and its performance in humid conditions. Made from continuous filaments, it resists repeated use and washing and retains its original shape and thermal properties throughout the product's lifespan.

FUR

Why do you use fur on your coats?

At Kanuk, we design our products to be worn in three ways: without fur, with synthetic fur or with natural fur, according to the consumer's choice.

Fur helps protect the face from wind, cold, rain and all kinds of weather on very cold days.

What kind of fur does Kanuk use (origin and animal)?

We offer three categories of fur:

The first category is made from Canadian coyote fur (gold-coloured fur), taken directly from the wild. Trappers must respect the territories, authorized periods and quotas set by Canadian Wildlife Service biologists. Moreover, to gain access to the auction (Nafa) where we buy our furs, trappers must also respect the Agreement on International Humane Trapping Standards (AIHTS).

The second category consists of our farmed furs. These furs are exclusively of European origin and meet very high standards of quality, ethics and traceability. Our buyer regularly visits farms that are exemplary in terms of cleanliness and organization. These farms must comply with European standards, which are always very strict, to gain access to the auction where our buyer sources fur. The graphite, silver and white furs are from farmed foxes, while the fawn-coloured fur is made from farmed Finnish raccoons.

The third category consists of 100% polyester synthetic furs. These furs look and feel like real furs and are available in two colours, black and gold (gold imitates natural coyote).

CARE & MAINTENANCE

How do I wash and store a Kanuk coat?

If it's a synthetic or Thindown insulation coat:
Here's how to clean your winter coat, shell or raincoat with synthetic or Thindown insulation without damaging it.

  • Wash in cold water in a front-loading machine.*
  • Use a mild bleach-free detergent.
  • Remove detachable fur before cleaning (if applicable).
  • Close zippers and remove the hood from the collar (if applicable).
  • Tumble dry all coats at low temperature, except coats containing Thindown, which should be tumble dried at medium temperature.

AVERTISSEMENT

  • Do not dry clean.
  • Do not wash the fur.
  • Do not bleach (no soap or stain remover containing bleach).
  • Do not iron.
  • Do not use fabric softener.
  • Do not dry at high temperatures.

Do not dry your coat at high temperatures as the fibre of the synthetic insulation will deteriorate and lose its insulating properties. Also, make sure your coat is completely dry before storing it.


If it's a down coat:
The down can be machine washed or dry cleaned, provided the coat is very clean at the end of the process. If the down filaments are clogged with dirt or dry-cleaning solvents, the down will lose its swelling properties.

  • Wash in cold water in a front-loading machine.*
  • Use a bleach-free detergent formulated for down.
  • Remove detachable fur before washing a coat (if applicable).
  • Always close zippers and remove the hood from the collar (if applicable).
  • Tumble dry at medium temperature and add clean drying balls to avoid down clumps. This process may take a few drying cycles. Check between each cycle to see if any lumps have formed. If they have, loosen them with your fingers. Make sure the coat is dry before removing it from the dryer.

WARNING

  • Do not wash the fur (see the Fur care and maintenance section).
  • Do not bleach (no soap or stain remover with bleach).
  • Do not iron.
  • Do not use fabric softener.

Important note
If your coat doesn't regain its initial puffiness, simply wash it again, making sure to rinse it well and dry it thoroughly. Down always regains its natural puffiness when it is clean and dry.
Some fabric protectors or stain removers can stain your coat. Always test these products beforehand on a hidden part of the coat.


*You should wash your coat in a front-loading machine. Vertical load washers will not yield the same results as a front-loading machine. Kanuk coats do not absorb water and tend to float in top-loading machines, which will result in inefficient washing and inadequate rinsing.

How do I wash and store a Kanuk fur?

If it's a natural fur:

  • Always entrust the maintenance of your fur to a specialist.
  • Do not dry clean.
  • Protect the fur collar from rubbing and chafing (e.g., the repeated rubbing of a bag liner could quickly and permanently damage your fur).
  • Avoid soaking the fur, even if it is resistant to rain and snow. If the fur gets wet, shake it as soon as possible to remove excess water.
  • Brush the fur occasionally to release its volume.
  • If you have any questions about repairs or maintenance, consult a master furrier.


If it's a synthetic fur:

  • Wash by hand or machine using the wool cycle.
  • Do not twist or wring out./li>
  • Do not tumble dry.
  • Roll up in a terry towel and hang up. Once the fur is dry, brush in small sections.
  • Use a wide-toothed comb.
How do I wash and store a Kanuk mask?

Wash your mask in the washing machine using the normal cycle (hot water is strongly recommended). Then, tumble dry it for at least 20 minutes at high temperature (at least 40°C/80°F). Washing the mask after each use is essential.

The Silver Thread mask has a lifespan of approximately 50 uses. Beyond the recommended 50 uses, the mask’s effectiveness may be reduced.

EXCHANGES & RETURNS

What is Kanuk's return policy?

You have 30 days from the shipping date to return an item purchased on kanuk.com free of charge. The merchandise must be in its original condition (new, unused, unwashed, and unaltered) and its original packaging with the labels attached.

IN-STORE
Please bring the item along with the invoice and the return form.

BY MAIL
Please fill out the return form, repack the item (including all original labels) and send it to Kanuk.

Return from Canada – Pre-paid label:
Returns from Canada must be mailed. Please place the pre-paid shipping label on your package and drop it off at the Canada Post location of your choice.

Return from outside Canada:
Return shipping from outside of Canada is at your expense.

How do I exchange or return an item purchased in the store?

You have 30 days from the date of purchase to return an item purchased in the store. The merchandise must be in its original condition (new, unused, unwashed and unaltered) and its original packaging with tags attached.

Any item that does not meet these criteria will be refused. Please visit the Kanuk store with your purchase and your invoice, as well as the method of payment used for the purchase.

You can exchange your item (depending on available stock) or process a refund in the store.
Please note that it will take 3 to 7 working days, depending on your bank, before the refund appears on your account statement.


All items sold at 50% off or more, face masks and lab coats are considered final sales and cannot be refunded or exchanged.

For more information on our return policy, please visit this page.

Do I have to pay the shipping cost when I request a refund for an item purchased online?

Returns from Canada must be mailed. Please place the pre-paid shipping label on your package and drop it off at the Canada Post or Purolator branch, depending on the carrier used.

All shipping and return charges are non-refundable and will be deducted from the refund amount if the item purchased is not to your liking.

Moreover, for orders under $50, return shipping costs are payable by the customer.

RETURNING FROM EUROPE
Return shipping from all European countries is at your expense. A DHL return label will be provided, but 50 € will be deducted from the refund amount. Please place the pre-paid return label on your package along with the commercial invoice on the outside of the package and drop it off at the DHL branch of your choice.

RETURNING FROM THE UNITED STATES
Return shipping from the United States is at your expense. A DHL return label will be provided, but 40 USD will be deducted from the refund amount. Please place the pre-paid return label on your package together with the commercial invoice on the outside of the package and drop it off at the DHL branch of your choice.

For more information on our return policy, please visit this page.

I purchased an item in a Kanuk store, and now the price is discounted. Can I get a price adjustment?

You can visit the store within 30 days of your purchase and during the discount period. Any request for price adjustments outside the discount period will not be accepted.

Price adjustments cannot be granted on final-sale and as-is products.

No price adjustment can be granted on repairs or on any other reduction already granted other than those granted at the time of purchase.

Visit the store with your invoice. The price adjustment will be made using the same payment method as the one used at the time of purchase.

Kanuk cannot grant price adjustments or refunds remotely. Therefore, you must visit the store in person, during our opening hours.

Price adjustments are at the discretion of our sales team, according to the established terms and conditions.

THE COMPANY

Where are Kanuk coats made?

We are a proud Quebec company and consider our roots as an integral part of everything we do. We are pleased to say that our coats are designed and made right here, in our Montreal workshop, and sold across Quebec.

Click hereto discover our collection.

Can we visit Kanuk or buy, see and try on a coat directly at Kanuk?

The Kanuk store is located at 485 Rachel Street East in Montreal. Our consultants will be happy to help you choose a coat.

VOur opening hours are listed on our website: https://www.kanuk.com/en_ca/contact-us.

How can I contact Kanuk?

You can contact our consultants by phone at 514-284-4494 during our store's business hours. (https://www.kanuk.com/en_ca/contact-us). You may also reach us by email at [email protected]or via our Facebook page.

What does the snowy owl symbolize?

Where are Kanuk coats made? We are a proud Quebec company and consider our roots as an integral part of everything we do. We are pleased to say that our coats are designed and made right here, in our Montreal workshop, and sold across Quebec. Visit our website to discover our collection: https://www.kanuk.com/en_ca/. Can we visit Kanuk or buy, see and try on a coat directly at Kanuk? The Kanuk store is located at 485 Rachel Street East in Montreal. Our consultants will be happy to help you choose a coat. Our opening hours are listed on our website: https://www.kanuk.com/en_ca/contact-us. How can I contact Kanuk? You can contact our consultants by phone at 514-284-4494 during our store's business hours. (https://www.kanuk.com/en_ca/contact-us). You can also reach us by email at [email protected] or via our Facebook page. What does the word Kanuk mean? Do we have this answer? What does the snowy owl symbolize? The snowy owl on our logo symbolizes endurance under harsh climatic conditions. Although its natural habitat is in the Arctic tundra, the snowy owl is the only one of its species that does not migrate south during the winter season. Like Kanuk, the Snowy Owl adapts to winter instead of seeking to escape it.

STOCK & RETAILERS

How can I find out about your new products and news?

Stay informed about what’s new at Kanuk and about Kanuk events and news. Subscribe to our newsletter on our website.

Where can I find Kanuk products?

Kanuk products are available at our flagship store in Montreal (485 Rachel Street East) and on our website.
You may also find Kanuk resellers: here.

Do you still send out catalogues?

Because we are committed to caring for the environment, we have chosen to stop printing paper catalogues and present our entire collection on our website.

WEB ORDERS

How can I check the status of my order?

At each stage of the ordering process (confirmation/invoicing/delivery), you will receive an email notification.
Your account will also be updated with your order information.
When your order is ready to ship, you will receive an email with your tracking number so that you can track your shipment directly on the carrier's site.
Kanuk is not responsible for delays, loss or theft caused by the carrier.

I didn't receive an email confirming my order. Should I be concerned?

If you don’t receive a confirmation email after placing an order, please don't hesitate to contact us at [email protected].

What is your delivery policy?

We offer free delivery and returns for our customers in Canada, for all online orders place on our website. If you live outside of Canada or if you live in Canada and you would like express delivery, fees apply.
Please note that return costs for international returns are at the customer's expense. Customs duties and taxes (VAT) are included to make your purchase and order delivery easier. Your package will be delivered DDP (Delivered Duty Paid); no additional charges will be applied upon receipt. Delivery charges are non-refundable. For more information about our delivery policy, please visit our website: (https://www.kanuk.com/fr_ca/livraison-et-retour).
Please note that return costs for international returns are at the customer's expense. Customs duties and taxes (VAT) are included to make your purchase and order delivery easier. Your package will be delivered DDP (Delivered Duty Paid); no additional charges will be applied upon receipt. Delivery charges are non-refundable. For more information about our delivery policy, please visit our website: https://www.kanuk.com/en_ca/shipping-and-returns.

How long will it take to receive my order?

Our order processing time is 1 to 10 working days. This timeframe does not include the delivery time you chose when you placed your order.
For standard delivery, please allow 7 to 14 working days.
For express delivery, please allow 2 to 4 business days. Charges will be calculated based on your delivery address.


Orders are processed and delivered from Monday to Friday, excluding public holidays. Processing and delivery times may be longer during busy periods. Also, the delivery of your package may be extended by 1 to 3 business days due to the current quarantine period.

Will my order be subject to additional taxes?

Prices are exclusive of tax.
The total amount displayed on our site at the time of your payment will include taxes for Canada.
For international orders, customs duties and taxes (VAT) are included to make your purchase and delivery easier. Your package will be delivered DDP (Delivered Duty Paid), and no additional charges will be applied upon receipt.
For more information about our delivery policy, please visit this page.

I received a gift card. Can I use it online?

Unfortunately, our current system does not allow us to pay for online purchases with a gift card.
Gift cards are only redeemable at the store. If you wish to use a card for an online order, please contact our website services at [email protected]
Si vous souhaitez les utiliser pour une commande en ligne, merci de communiquer avec notre service Web à [email protected].

WARRANTY, REPAIRS & TOUCH-UPS

What is the warranty on Kanuk coats?

The Kanuk warranty covers any defect in workmanship or materials for a coat’s lifespan. This warranty does not cover repairs required as a result of accidents, improper use, negligence or normal wear and tear of the product. The Kanuk warranty does not cover products that have been altered in any way.
Please note that this warranty does not cover items with removed or altered inner labels.
For a warranty assessment, your product must be returned directly to Kanuk (485 Rachel Street East, Montreal, Quebec H2J 2H1). All shipments to the Warranty Department must be prepaid and insured. Kanuk is not responsible for the loss of incoming packages. All items sent in for repair must be pre-washed, failing which they will be returned to their owner at the owner's expense.
For more information about our warranty, please visit this page.

What is meant by “product lifespan”?

Our products are covered by a warranty, granted only to the original owner, for the product’s lifespan. Unfortunately, this does not mean your lifetime.
To keep your coat in top condition for as long as possible, follow the care and maintenance recommendations we provide on this page.

How do I submit a warranty claim?

You can submit a warranty claim in one of two ways, either by visiting the store or by sending your item to the following address:
Kanuk – Repair Service
485 Rachel Street East
Montreal (Quebec) H2J 2H1
Canada

The costs of shipping and returning a coat are at the customer's expense (applicable rates). Shipping costs are covered by Kanuk if the repair of your item is covered under warranty.
Please note that for health and safety reasons, only freshly washed coats are accepted for repair. Kanuk reserves the right to refuse an item that does not meet these criteria and return it at the customer's expense.
For more information about cleaning your Kanuk coat, please visit this page.
Please provide a copy of your proof of purchase.
Once your coat has been received, our couturier will assess the feasibility and cost of any repairs/touch-ups.
We will call you to confirm whether the repair is under warranty or not.
Our usual turnaround time is 10 to 15 working days from the time we receive your product and the repair costs are validated with you to the time it is returned to you (postal delays not included). The turnaround time can be longer during busy periods (usually September to the end of March) and can take up to six weeks.

What does “normal wear and tear” mean?

Our products are manufactured according to very precise and stringent specifications.
However, since nothing lasts forever, our products also have a lifespan.
Over the years, all products will eventually show signs of age and wear and tear, such as fabric fading or frayed cuffs, and we take this into account when assessing your warranty claim. Your product may simply have reached the end of its useful life, and it may be time to replace it.
This so-called normal wear and tear is therefore not covered under the Kanuk warranty.

What isn't covered by the warranty?

The Kanuk warranty covers any defect in workmanship or materials for a coat’s lifespan. This warranty does not cover repairs required as a result of accidents, improper use, negligence or normal wear and tear of the product. The Kanuk warranty does not cover products that have been altered in any way.
Please note that this warranty does not cover items with removed or altered inner labels.
For more information about our warranty, please visitthis page.

Do I need to clean my coat before I send it to Kanuk?

For health and safety reasons, only freshly washed coats are accepted for estimation/repair. Kanuk reserves the right to refuse any coat that does not meet these criteria and return it at the customer's expense. For more information about cleaning instructions, please visit this page.

Will modifying or altering my Kanuk product void the warranty?

A touch-up on a Kanuk product does not void the warranty (except in exceptional cases). However, if your product is modified or altered, it represents a firm, non-exchangeable and non-refundable sale.

Do you offer an alteration service?

We offer a touch-up service (conditions apply). Please send your Kanuk coat to the following address:
Kanuk - Repair Service
485 Rachel Street East
Montreal, Quebec, H2J 2H1
Canada
The costs of shipping and returning the coat are at the customer's expense (applicable rates).
Please note that for health and safety reasons, only freshly washed coats are accepted for repair. Kanuk reserves the right to refuse an item that does not meet these criteria.
For more information about cleaning your Kanuk coat, please visit this page.
Please provide a copy of your proof of purchase.
Once your coat has been received, our couturier will assess the feasibility and cost of any repairs/touch-ups.
The cost of repairs not covered under warranty varies according to the type of repair, the cost of materials and the time required to carry out the work.
We will call you to give you an estimate of the repairs to be carried out and validate the repairs with you.
Our usual turnaround time is 10 to 15 working days from the time we receive your product and the repair costs are validated with you to the time it is returned to you (excluding postal delays). The turnaround time can be longer during busy periods (usually from September to the end of March) and can take up to six weeks.

How long will it take for my product to be returned to me?

Our usual turnaround time is 10 to 15 working days from the time we receive your product and the repair costs are validated with you to the time it is returned to you (excluding postal delays). The turnaround time can be longer during busy periods (usually from September to the end of March) and can take up to six weeks.
Shipping and return costs are the responsibility of the customer (applicable rates). Shipping costs are covered by Kanuk if the repair of your item is covered under warranty.

How much will the repairs cost?

The cost of non-warranty repairs varies depending on the type of repair, the cost of materials and the time required to complete the work. Once your coat is freshly washed and received, we will call you back to give you an estimate of the repairs to be done and confirm the repairs with you.

Who pays the shipping costs?

The customer is responsible for the cost of shipping the coat.
Kanuk declines all responsibility in case of delay, loss or theft caused by the carrier.
The shipping cost for returning an item within Canada is 20 CAD + taxes. Shipping costs are covered by Kanuk if the repair of your item is covered by the warranty.
The shipping cost to return an item from the United States is 40 USD. Shipping costs are covered by Kanuk if the repair of your item is covered by warranty.
The shipping cost for returning an item from Europe is 50 €. Shipping costs are covered by Kanuk in the event that the repair of your item is covered by the warranty.
For more information on shipping items and applicable prices for other countries, please visit this page.

Is there a warranty on my Kanuk item?

The Kanuk warranty covers any defect in workmanship or materials for a coat’s lifespan. This warranty does not cover repairs required as a result of accidents, improper use, negligence or normal wear and tear of the product. The Kanuk warranty does not cover products that have been altered in any way.
Please note that this warranty does not cover items with removed or altered inner labels.
Damage not covered by the warranty will be repaired at a reasonable rate, and you will be charged for return shipping. Repair conditions apply. Each repair/touch-up is checked by our couturier.
PFor more information about our warranty, please visitthis page.