Frequently Asked Questions
Browse our FAQs below - we've got the answers to all your questions!
Can I buy directly from the in-school tuck shop?
Yes. The in-school tuck-shop is present at your school once a week. It is fully stocked with inventory and is equipped with VISA, M/C, debit and cash. At some schools it is also equipped with cashless system capabilities.
If I choose to pick up at school when will it arrive?
See the Delivery/Purchase Options section on the Home page for specific delivery timelines. All pick up at school orders will only be available in the tuck-shop on the in-school tuck-shop day.
What do I do if my item is out of stock?
At this time DGN-Kilters does not process back orders. In most circumstances goods that are out of stock will be replenished in 3 to 5 weeks at which point you will be able to order as per usual. (Often it does not take this long.) Please note that the in-school tuck shop may have the item you are looking for even if the online store is temporarily sold out.
What if I have a problem while placing an order online?
The site has been designed to be fairly intuitive in terms of placing an order. If you are not sure how to complete your order please contact a DGN-Kilters Customer Service Administrator at 905-670-6766 or email email@example.com.
Returns – Are these permitted?
Your satisfaction is very important to us. Please see Program Policies on the Home page for specific details. Also note, that all returns are to be done at the in school tuck shop where exchanges can be immediately taken care of.
Do I have to use a student number for my username?
No. However, with so many online user names in today’s internet shopping world, we recommend using the student number because it is easy to remember.
I am interested in purchasing uniforms/products for a team, club or volunteer group. Where can I get information?
First, you can call/email us directly at 905-670-6766 or firstname.lastname@example.org; second, the DGN-Kilters rep at your weekly school tuck shop can help you with ideas, prices and samples.
I have a new student and I don’t know what size they are!
We always recommend that new students come to the August sale dates when DGN-Kilters is at their school. Here they are able to get the best all-round service, see all goods available and try everything on. Also, for those students starting mid-semester, we have an in-school tuck-shop where a customer service rep can help the student with everything they may need. See the ‘My School’ section on the homepage for information of when we will be at your school.
My child has specific uniform needs, who can I contact?
Depending on your child’s specific needs, there are various options. Simply call us at 905-670-6766 or email us at email@example.com and we will be happy to assist you in any way possible.
What do I do if my order was shipped incomplete or if I received the wrong item?
Picking errors are rare, but if you receive an incomplete order, or are missing an item listed on the packing slip, please let us know as soon as possible so that we may rectify the issue. Customer Service can be reached at firstname.lastname@example.org or come directly to your in-school tuck-shop where a rep can help you resolve any issues.
What is the order turnaround time?
If all the products selected on your order are available, the processing time from receipt of order to shipping is usually within 72 hours (weekends and statutory holidays excepted), if not sooner. This time allows for the picking, packing and preparation for shipping.
What is the shipping transit time to my location?
Based on the destination, the delivery schedules will vary. From date of shipping, the delivery is usually one day (overnight) for most Ontario destinations, especially those in the GTA.
What is the shipping charge to my home?
The shipping charge is 7% of the value of goods before taxes, which includes shipping & handling.
What is DGN-Kilters Fair Labour Standard?
DGN-Kilters Fair Labour Standard
Suppliers to DGN-Kilters and their designated manufacturing facilities must fully comply with all applicable national and/or local laws and regulations, including those related to labor, immigration, health and safety, and the environment.
DGN-Kilters representative shall verify that supplier is conforming to the below code of conduct as outlined in the DGN-Kilters Supplier Standards.
Once verified, a supplier’s conformance shall be certified and signed below by both the supplier and DGN-Kilters representative.
All labor must be voluntary. Child, forced, bonded, prison, or indentured labor must not be used. Workers must be allowed to maintain control over their identity documents. Suppliers must provide workers with rest days and must ensure the working hours are consistent with local regulations.
2. Hiring and Employment Practices:
Suppliers must implement hiring practices that accurately verify workers’ legal right to work in the country and age prior to employment. All terms and conditions of employment including, but not limited to, hiring, pay, promotion, termination, and retirement must be based on an individual’s ability and willingness to do the job.
Suppliers must compensate all workers with wages, overtime premiums, and benefits that meet or exceed local legal standards, local industry standards, or collective agreements, whichever are higher.
4. Health and Safety:
Suppliers must have written health and safety guidelines that demonstrate their commitment to providing workers with a safe and healthy work environment and, where applicable, safe and healthy residential facilities. Suppliers must take proactive measures to prevent workplace hazards.
Suppliers must ensure every manufacturing facility complies with national and local environmental laws, including all laws related to air emissions, water discharges, toxic substances and hazardous waste disposal. Suppliers must validate that all input materials and components were obtained from permissible harvests consistent with international treaties and protocols in addition to local laws and regulations.
The supplier agrees to maintain on file such documentation as may be needed to demonstrate compliance with these standards, and further agrees to make these documents available for the DGN-Kilters representative’s inspection upon request.