Accounts & Orders

HOW DO I CONTACT THE CLIENT EXPERIENCE TEAM?

Get in touch with the Client Experience team through email, or LiveChat on our website during the following business hours:

Monday to Friday | 6:00AM - 7:00PM (PST)

Email: hello@oakandfort.com

 

PICK-UP ORDERS

You can pick up from order in one of our Store Locations, subject to the item(s)'s availability in that store. Pick up orders must be picked up within 10 days or order placement.

 

IN-STORE SHIP FROM WAREHOUSE ORDERS

Can't find your size in-store? Subject to availability, our stores can place an order for shipment from the warehouse on your behalf. Please note that if you placed an order in one of our store locations using cash you will need to go back into the store for a return or refund.

If you need assistance placing an order for pick up, please contact our Client Experience team by LiveChat on email at hello@oakandfort.com.

 

 

HOW DO I RESET MY PASSWORD?

Click “FORGOT PASSWORD?” on the login page and follow the instructions.

If you’re still having issues resetting your password, please contact hello@oakandfort.com.

 

DO I NEED TO REGISTER BEFORE PLACING AN ORDER?

While we recommend creating an account so that you can build a wishlist, view your order, and easily track your packages it’s not required.

 

HOW DO I LINK MY IN-STORE ACCOUNT TO MY ONLINE ACCOUNT?

Your in-store and online account are the same. You can use your email or phone number in checkout online or in-store. For further assistance, please contact hello@oakandfort.com for more information.

 

HOW DO I DELETE MY ACCOUNT?

Please contact hello@oakandfort.com to delete your OAK + FORT account.

 

HOW DO I SUBSCRIBE TO EMAILS?

Subscribe to our newsletters by inputting your email at the bottom of this page. If you’re having any issues, please contact hello@oakandfort.com.

 

HOW DO I UNSUBSCRIBE FROM OAK + FORT’S MAILING LIST?

If you have an account on our website, you can manage your preferences in “Email Preferences” under “Settings”. Alternatively, at the bottom of any OAK + FORT email, you can unsubscribe entirely or adjust how you receive our emails.

 

HAVE A QUESTION REGARDING YOUR IN-STORE PICK UP ORDER?

For questions about your store pickup order please first visit the "Store Pickup" page on our website that contains frequently asked questions. If you still have questions, feel free to reach out to us via email, at hello@oakandfort.com.

 

WHERE DO I APPLY MY PROMO CODE?

Enter the promo code during checkout on the order summary page. Once you have clicked “Apply” the discount will automatically be added. Please ensure you’re on the correct website before adding your promo code as codes are region specific.

Note:

  • Promo codes are only valid during the stated timeframe.
  • Promo codes cannot be applied to previous purchases, as we do not offer price adjustments.
  • You can only use one promo code per order.
  • All gift card sales are excluded from any promotions or discounts.

 

WHAT CURRENCY IS THE SITE IN?

If you are on the US website, the currency will be displayed in USD. Similarly, on the Canadian/International website, the currency will be displayed in CAD.

 

HOW DO I TRACK MY ORDER?

You will receive an email with your tracking information, once your order has shipped. Use your tracking number on the carrier website to track the status of your shipment.

If you did not receive your tracking number, please contact our Client Experience team at hello@oakandfort.com from Monday to Friday from 8:00AM - 5:00PM PST.

 

CAN I CANCEL OR MAKE ADJUSTMENTS TO MY ORDER?

We cannot make any changes to an order once it's been placed, but if you need assistance please reach out to our Client Experience Team!

 

WHAT PAYMENT TYPES ARE ACCEPTED?

We accept Visa, MasterCard, AMEX, PayPal, Apple Pay, and Amazon Pay (US only) and Shop Pay. We anticipate adding AfterPay for Fall 2024.

     

    HOW ARE TAXES CALCULATED?

    Sales taxes are by determined by the province or state the order is being shipped to. Prices displayed on the website do not include taxes, shipping, or handling fees. International orders will not be charged Canadian taxes; however, they may incur brokerage fees, import taxes or duties that are the responsibility of the customer to pay.

     

    WHAT IS A PRE-ORDER?

    A pre-order allows you to purchase an item before it arrives in our distribution centres. Once the item is received, we will ship out your order along with a Shipping Confirmation email with your order details and tracking number.

     

    IS THERE A CHANCE MY PRE-ORDER WILL BE DELAYED?

    Due to seasonal sales, promotions or global supply chain issues, there may be a delay in shipping out your order. Our Client Experience team will send an email to let you know if there are any changes to the expected ship date on your order. If you have any questions, please reach out to hello@oakandfort.com with your order number.