Questions, answered
Shipping, returns, fit and care. Can’t find it? Email info@strts.ca and we’ll get back to you within 2 business days.
Orders and shipping
When will my pre-order ship?
The Fall/Winter 26 line is on pre-order and ships early November. Archive Sale pieces ship straight away, within 1–2 business days.
How much is shipping?
Canada: CAD $10 flat rate, free over CAD $125. United States: USD $6 standard, free over USD $75 (Alaska USD $8, free over USD $135). Territories, Newfoundland and Labrador are calculated at checkout.
How long will it take?
Allow 1–2 business days for us to fulfil your order. Alberta, BC and Saskatchewan: 2–4 business days. The rest of Canada: 3–5. US standard: 5–9. Every order ships with tracking.
Will I pay duties?
Not in Canada or the US: those orders are fulfilled domestically, with no customs duties or import taxes.
Returns and exchanges
Can I return or exchange?
Yes, within 30 days of delivery. Items must be unworn and unwashed, with tags attached. Exchanges for a different size are always free.
What does a return cost?
A return is CAD $8 in Canada and USD $8 in the US, and free if we got it wrong: wrong item, defect or a fulfilment mistake.
How do I start one?
At our returns centre, strtsca.returnscenter.com, with your order number and email. For a different product, email info@strts.ca.
Products and fit
Anti-fog? Really? How does it work?
Most face masks sit directly over your nose and mouth, trapping humidity. Our two-layer design lets warm breath travel away from your face, while the cold air around you stops it rising into your goggles.
Which one is right for me?
The SureFit Balaclava covers head, face and neck. The Velcro Mask comes on and off as you heat up. The neck warmers stay in place without a hood.
Will it work with my helmet, goggles or glasses?
Our masks and balaclavas are designed to be compatible with all helmets, goggles and eyewear.
How do I find my size?
Most of the line is one size. The balaclavas and the Velcro Mask come in S, M and L by head circumference: see the size chart.
Magnetic pieces (Archive Sale)
Why did my magnet rip out of my mask?
A washing machine can tear the magnet from the fabric, or it can stick to the drum. Hand wash magnetic pieces with a mild, natural detergent and lay flat to dry. If it came out during use, email info@strts.ca for a replacement.
Are they safe with avalanche beacons?
Keep your beacon 20 cm away in transmit mode and 50 cm away in search mode.
Care
How do I wash it?
Hand wash in cold water with a mild, natural detergent and lay flat to dry.
About STRATUS
Who is behind STRATUS?
A small team of mountain people based in the Canadian Rockies. We answer enquiries Monday to Friday, 9am–5pm Mountain Time, within 2 business days.
Is your merino ethically sourced?
Our merino is Woolmark certified: it meets or exceeds high standards for traceability, durability, performance and quality.
Do you take bulk or corporate orders?
Yes, with volume pricing. Email info@strts.ca.
Still stuck?
Talk to a person: info@strts.ca.