NBCA FAQ’s

OUR HOURS (CST)/ PHONE NUMBER: English & French 8:30-5 CST/ English: (888) 832-7084

French: (888)983-4850

OUR MERCH CONTACT: Stacy CoxDanielle Mitchell

COUNTRY CONTACTS:Matthew Gerrie, ()

Omar Saeed, ()

Aaron Prychidny ( )- Site Manager

DEALER CONTACT:(866) 466-6090(Monday-Friday: 8:15 AM - 8:00 PM)

DONATION/SPONSORSHIP CONTACT:8:15am- 8pm (EST) / (866) 466-6090

SHIPPING INFO:

  • COMPANY USED: UPS 1-800-263-8125 acct (shipper) number 8840X7
  • MOST ITEMS WILL SHIP FROM our 3rd party warehouse (apparel now ships from the Vancouver area):

New Balance
6185 MCLAUGHLIN ROAD
MISSISSAUGA, ON L5R3W7

  • APPAREL SHIPS FROM:

Ingram Micro Inc.

7451 Nelson Road

Richmond, BC V6W1L7

  • WHERE WE CAN SHIP TO: All Canadian provinces
  • WHERE WE CANNOT: Outside of Canada/ PO BOXES
  • PROCESSING TIME: Processing within 1business days/2-7days once shipped for STD delivery, Customs will take 10-14 Business Days $5.95 shipping for orders <$100

RETURNS & TIMEFRAME: 5-10 business days after receipt of the package

B2B:User Name : shopnbcan/ Password: newbal

RETURN LABELS:ROW

CAMPUS SHIP: Login: ShopNBReturns Password:Returns1

INSTORE DIRECTIONS/ POLICY:

Directions:

Create a new ticket in Zendesk, using the NBCA Macro( Instore>NBCA>RA after phone call):

  1. Click on NBCA as the brand
  2. Enter the customer’s email/name as the requester
  3. Set the disposition as In Store Purchase Follow up Required and submit as resolved
  4. Wait for the customer to respond with their shipping address and top 3 style choices for replacement
  5. Once they respond, enter an internal note with their full shipping address and 3 full style choices (full style name/size/width)
  6. Once you have entered your internal note simply submit as resolved.
  7. Please keep in mind that you may need to reach back out to the customer if they did not provide their full address or a full style number (ie: blue fresh foam will not work)

What happens next?

  1. Once the return is received in the Mississauga, ON warehouse the warehouse will contact the MOP team to create a new order for this customer’s replacement.
  2. The MOP team will then create a new order and ship a replacement to the customer. If one of the 3 styles is not available, the MOP team will email the customer a free shoe coupon in place of a replacement.

FOB Returns Reps will see all of this since it’s in the Returns Queue and once we get notification from Canada the item has been received they will process! If more information is needed Returns will let you know.

DRYDOCK Products: Once we have completed the RA and received the return, Whitney will reach out to DryDock Corporate to replace the shoes if possible. We cannot promise that a CHAD item will be available and customers should not expect to choose all 3 style replacements as CHAD items as we do not have them on NBCA’s website.

Policy:

  • Inquire if the customer has tried to return it to their local store.
  • Use your judgment when it comes to a defect. 6 months is probably where we would want to draw the line, but…..
  • At this stage proof of purchase is not required
  1. There is no processing to happen in OMS. It all happens in Zendesk and CS Suite.
  2. We do not currently have the means to send SC for the returns so we will be sending product or coupons only.
  3. Our standard text asks the customer to select 3 acceptable replacement styles.
  4. We cannot secure specific inventory for a replacement.

Additional Canada Information

Customs: Returns are only accepted for defects or manufacturing issues.

In-Stores: Canada does not require Proof of Purchase