F.A.Q Frank And Oak
Select a topic
- General Questions
- Liquidation Sale
- Orders, Returns, and Exchanges
- Gift cards and Loyalty points
- Shipping and Delivery
- Current Promotions
- Outerwear Warranty and Customer Support
Need Help?
Notre service aux membres est disponible en ligne à tous les jours.
/ Formulaire de contact
Canada Post Strike
Shipping carriers across Canada are currently facing processing delays due to increased demand following the Canada Post strike. This may impact delivery times and tracking updates, but we want to assure you that we're doing our best to ensure orders arrive as quickly as possible.
We prioritize the use of alternative carriers to ensure the vast majority of orders are unaffected by the ongoing strike. However, orders shipping to PO boxes or rural areas exclusively serviced by Canada Post may experience delays.
If you live near one of our stores, we encourage you to visit a store location to return your item. Find a store near you. If visiting a store isn’t an option, please go ahead and request a return online, then ship your item back once it becomes possible.
Rest assured, any delay in receiving your return caused by the Canada Post strike will not be penalized.
Additionally, our extended holiday return policy gives you until January 12th, 2025, or 15 days following your order shipment date, whichever is later, to return your item.
If your return was already sent via Canada Post, delays are possible due to the strike. Rest assured, no penalties will be applied for delays in receiving returns during the strike.
Additionally, our extended holiday return policy gives you until January 12th, 2025, or 15 days following your order shipment date, whichever is later, to return your item.
Once your return is received and processed, you’ll be notified via email.
We’re offering an extended return policy for the holiday season, so you can shop with confidence, even during the strike.
For online orders: Orders placed between November 13th and December 24th, 2024 can be returned until January 12th, 2025 or 15 days following the date your order is shipped, whichever is later. All other terms of our return policy remain the same.
For in-store purchases: Purchases made between 13 November 2024 and 24 December 2024 can be returned in-stores until January 12, 2025 or within 30 days of purchase, whichever is later. All other terms of our return policy remain the same.
If you have questions or you experience any issues with your delivery, please reach out to our Customer Service team at memberservices@frankandoak.com, and we’ll work to resolve it as quickly as possible.
If you live in an area served exclusively by Canada Post or have a PO Box address, we currently cannot guarantee delivery due to the ongoing strike. While you could wait until the strike is resolved to place your order, please keep in mind that we cannot guarantee the availability of items or sale prices during that time.
If you have an alternative address, such as a residential or business address serviced by another carrier, we recommend using it for delivery to avoid delays.
General Questions
Frank And Oak is currently undergoing liquidation, which means our retail stores will be closing permanently, and our remaining inventory is being sold at final markdown prices. During this period, all sales are final, and certain services, such as returns and warranties, may be impacted.
We want to reassure you that we remain committed to fulfilling and shipping all online orders placed during the liquidation period.
For more details on how this affects your purchases, please refer to the sections below.
Frank And Oak stores will remain open during the liquidation sale period. As part of the ongoing process, stores will begin to close in the coming weeks.
We recommend visiting your local store soon, as closures will vary by location and inventory is limited.
Store closures
Closing April 27th 2025:
- Gastown - 316 West Cordova St, Vancouver, BC
- Kitsilano - 2138 W 4th Ave, Vancouver, BC
- Carrefour Laval - 3035 Boul. le carrefour, Suite E009H, Laval, QC
- Place Ste-Foy - 2450 Boul Laurier, Québec, QC
Closing May 4th 2025:
- Dix30 - 155 Promenade des Lanternes, #5, Brossard, QC
- Stanley - 1420 and 1432 Rue Stanley, Montreal, QC
- Mile End - 160 Rue Saint-Viateur, Suites #105 & #107, Montreal, QC
- Rideau Centre - 50 Rideau St, Suite #E303, Ottawa, ON
Closing May 18th 2025:
- The Eaton Centre - 220 Yonge St, Unit #2117, Toronto, ON
- Queen West - 735 Queen St W, Toronto, ON
- Square One - 100 City Center Dr, units 2-147A, Mississauga, ON
- The Well - 486 Front Street West, Unit UG10-UG11 Building B, Toronto, On
Our website will continue to operate during liquidation. However, availability may be limited, and all purchases are FINAL SALE.
Yes! If you’re interested in purchasing store furniture or fixtures, we invite you to reach out directly to your local Frank And Oak store. Availability may vary by location, and the in-store team will be happy to provide more information.
Liquidation sale
Yes, the liquidation sale is available both online and in stores. However, prices may vary across what is available online and in stores, and there will be no price adjustments or price matching during the liquidation sale.
Yes! During the liquidation sale, customers can still redeem Frank’s Club Rewards discounts and other eligible promo codes at checkout. Just a heads-up: only one discount can be applied per order.
Yes. All items purchased during liquidation are final sale and cannot be returned or exchanged. We encourage customers to carefully review their selections before completing their purchase as no exceptions will be made.
Some stores may receive additional inventory depending on stock availability. However, we cannot guarantee restocks for all locations.
To check current availability at a specific store, you can use the "Pick Up In Store" option on our website, which displays real-time inventory by location.
No. We do not offer price adjustments or price matching on prior purchases. This includes items purchased before April 2nd, 2025 and price differences across online and in store.
Orders, Returns, and Exchanges
Yes. Eligible items purchased on or prior to April 1, 2025 can still be returned in accordance with the return policy in effect at the time of purchase.
Returns mailed back before April 30, 2025 are guaranteed to be processed, as long as the items returned meet all conditions for return.
If you live near one of our store locations, you can also return your eligible items in store. We recommend visiting your local store soon, as closures will vary by location.
No. All items purchased after April 2nd, 2025 are final sale, with no exceptions.
We will continue to process and refund eligible returns for items purchased before April 2, 2025, in accordance with our standard return policy.
Returns mailed back before April 30, 2025 are guaranteed to be processed, as long as the items returned meet all conditions for return.
Yes, we continue to actively fulfill and ship all online orders. However, due to increased demand, processing delays may occur during the liquidation period.
Our current fulfillment time is 3 to 5 business days.
Gift cards and Loyalty points
Gift cards remain valid and can be used for purchases during the liquidation sale. However, once liquidation is complete and our stores close, unused gift card balances will no longer be redeemable.
Yes, customers will be able to redeem their Frank’s Club points until further notice. However, no new points will be earned on purchases.
No. As of March 31st, the Frank’s Club loyalty program has been discontinued, and points will no longer be earned on purchases.
Shipping and Delivery
Yes, any pending orders will still be shipped. Please note that due to a high volume of orders, fulfillment times may be longer than usual.
Our current fulfillment time is 3 to 5 business days.
You will receive an email confirmation with tracking details once your order is on its way. We appreciate your patience!
We expect to experience fulfillment and shipping delays during the liquidation due to the very high volume of orders.
Our current fulfillment time is 3 to 5 business days.
Once your order is fulfilled, you will receive an email confirmation with a tracking link so that you may monitor the shipment.
If you received an incorrect, damaged, or incomplete order, please contact us immediately. We will do our best to assist you, but resolutions will be subject to available stock.
Current Promotions
Closing sale*
*Offer valid online on all items from Tuesday May 20th, at 10:00 AM (ET) to Monday May 26th, 2025 at 12:00 PM (ET). No code is needed at checkout. Discount is already applied to selected items. Offer not valid on past purchases. Sale prices during the offer period are not eligible for price adjustments. All purchases during the offer are final sale and are not eligible for returns or exchanges. Gift cards can be redeemed but are not refundable. Any remaining gift card balance must be used by May 26th, 2025. Purchases made during this offer will not earn Frank’s Club Rewards points. Frank’s Club Rewards redemptions will be limited to a maximum of $5 off per order. Offer cannot be combined with any other discount or promotion. Additional restrictions may apply. Frank And Oak reserves the right to change or terminate this offer at any time and without prior notice.
Outerwear Warranty and Customer Support
We are no longer able to honour the 5-year limited warranty on outerwear. As part of the liquidation process, all warranty services have been discontinued.
Due to the brand’s liquidation, all warranty services have been discontinued. This means we’re unable to accept any new claims, including for outerwear purchased before the sale.
Our customer support team will remain available until the end of May 2025.
Our Customer Support team can be reached via our our contact form.
Please note that response times may be longer than usual due to high inquiry volumes during liquidation.
Need Help?
Notre service aux membres est disponible en ligne à tous les jours.
/ Formulaire de contact
