Whether it is a sizing question before you order, a query about a parcel already on its way, or a request to know when something comes back in stock, we would rather you asked than guessed. Our support team handles every message from Canadian customers directly, and we aim to reply within twenty-four to forty-eight business hours.
How to Reach Us
📧 Email: support@chromeheartshope.ca
📞 Phone: +1 646 561 4718
📍 Location: Canada
If your message is about an existing order, include your order number and the email address you ordered with in the first message. It sounds obvious, but it removes an entire back-and-forth and usually gets your answer the same day rather than the next one.
What We Can Help With
- Sizing and fit — which size to take in a specific piece, and how it compares to what you already own
- Order status — where your parcel is and when it is likely to arrive
- Returns and exchanges — how to start a return within the thirty-day window
- Stock questions — whether a sold-out size or colourway is expected back
- Product details — fabric weight, silver content, measurements and materials
Before You Write
A lot of common questions are already answered on the site. Delivery times and processing are covered on our shipping policy page, and the returns process is set out in full on the refund and returns page. Sizing guidance sits on each category page — the hoodie collection covers fleece fit, the rings collection explains how to measure ring size, and the belts page has the belt measuring method that catches most people out.
If you would rather just look around first, the full catalogue is on Chrome Hearts Canada.
Response Times
We answer messages on business days. Anything sent over a weekend or a Canadian public holiday will be picked up the next working day. Order-related queries are prioritised over general enquiries, so if your parcel is time sensitive, say so in the subject line.
Frequently Asked Questions
How long does it take to get a reply?
We aim to answer within twenty-four to forty-eight business hours. Messages sent over a weekend are picked up the next working day.
What information should I include about my order?
Your order number and the email address you ordered with. That alone removes a full round of back-and-forth and usually gets an answer the same day.
Can I change or cancel an order after placing it?
Contact us as quickly as possible. Orders are processed within one to three business days, and once a parcel is packed and dispatched it cannot be changed.
Do you have a phone line?
Yes, the number is listed above. Email is generally faster for order-specific questions because we can look up the record while replying.
How do I start a return?
Message us within thirty days of delivery with your order number and the reason. The item must be unused and in original condition.
Can you tell me when an item will be restocked?
Ask and we will tell you what we know, though restock timing is irregular and we would rather give you an honest answer than an invented date.