Frequently Asked Questions

Thanks for visiting us! We want to make sure your experience with ME to WE is as smooth and worry-free as possible. If you have any questions about ordering, shipping, your account or all of the above, take a look at our FAQ below. Don’t see your question below? Use the contact form at the bottom of this page and we’ll get back to you as soon as we can.

Account

Why can’t I log in to my account?

As part of our recent changes to shop.metowe.com, we’re transitioning to a new platform, and we’re working on a new accounts application that will live across all WE.org web properties. For now, all purchases will be done through the guest checkout. Don’t worry though, you’ll still receive the necessary order status updates via email.

Need help? Questions about your account or our new site? Get in touch with us using the contact form at the bottom of this page.

What happened to my order history?

The transition to our new platform means that any orders placed prior to our new website launch won’t be shown on your account. Don’t worry—we received your order and are working on fulfilling it.

Placed an order before our new site launch but didn’t receive a shipping confirmation notice? Let us know by using the contact form at the bottom of this page, and we’ll be in touch as soon as we can.

Shipping information

When will I receive my order?

You can see the status of your order by logging into your WE ID account. Note that we transitioned to a new website platform recently, which means that any orders placed prior to our new website launch won’t be shown on your account. Don’t worry—we received your order and are working on fulfilling it. Placed an order before our new website launch but didn’t receive a shipping confirmation notice? Let us know by using the contact form at the bottom of this page, and we’ll be in touch as soon as we can.

If your shipping status changes, we’ll get in touch via email to let you know of a revised delivery date. If you purchased trackable shipping, you’ll have a tracking number to keep track of where your shipment is at all times by visiting your shipment provider’s website. You will also receive a confirmation email with your tracking information once your order is shipped from our warehouse.

All orders placed on Monday through Friday will be processed the following business day.

If you purchased trackable shipping, the tracking information for your order will be emailed to you once your package has been released and shipped from our warehouse. If you have not received an email with your tracking information after 4–6 days, please, fill out the contact form below under “Tracking and Order Status” with your order number or email address used to complete the purchase. We will then reply back within 48 hours with your order confirmation.

Please note: ME to WE is not responsible for shipping delays that occur during transit and lie within the responsibility of our shipping courier.

Where do you ship products?

ME to WE offers international shipping! When you place your order, use the drop-down menu to select your country and get further information on shipping costs.

At this time, only U.S. and Canadian orders are eligible for free shipping promotions, but we are always growing and continuing to look for ways to improve our services.

Please note that items purchased online can be returned by mail only, and in-store purchases can be returned only in-store. For online orders, unauthorized returns are not accepted—please request a refund form before you return your items. Please note that we unfortunately can’t accept refunds or returns on international orders.

More questions about shipping? Visit out shipping information page.

How much does shipping cost?

Shipping costs are calculated based on the weight and dimensions of your order, location of delivery, and the services offered with your chosen method of shipping. We offer free shipping with tracking information for orders over $100 before taxes in Canada and the U.S.

I need my order by a certain date—can you guarantee this?

We understand that you’re eager to get your order as soon as possible! Unfortunately, we’re unable to guarantee or confirm the date of arrival on any orders. Shipping times are entirely dependent on the amount of shipments being made on any given day, and ME to WE has no influence on shipping timeframes. To get your order as quickly as possible, we recommend purchasing an express shipping method. Express orders are generally shipped and delivered within 3-4 business days, depending on the delivery location.  If you are able to, you can also purchase your desired product at one of our partner locations or our WE Stores in the CF Toronto Eaton Centre and CF Rideau Centre in Ottawa.

Why is my order stuck at customs?

International shipments always include a period of review by customs and border services. Depending on the number of packages and shipments that they are reviewing at the time your package arrives, this may take longer than expected.

Use your order’s tracking number to keep track of the status of your order to determine if there are any next steps. Sometimes you will need to fill out an additional customs form or pay additional duties or taxes determined by local governments. ME to WE has no influence on customs regulations and is unable to help or expedite the process.

Why do I have to pay duty tax if I already paid shipping?

ME to WE has no influence over determining which products are or are not subject to duty or taxes, or the amount due. Duties and taxes are determined by local governments and are a common requirement on international shipments, determined by the existence or non-existence of trade agreements between the country of production and the country of receipt.

My delivery has been confirmed, but I do not know where it was delivered!

Often, if you’re not home to receive an order when it’s delivered, shipping companies will leave your package at an alternative location for pick-up. If you can’t find your order, we suggest calling your shipping provider to ask for the details of the delivery and where your order was left for pick-up, or visiting the shipping courier’s website for additional information about delivery.

Refunds & Exchanges

What is your refund policy?

Don’t love your purchase? No problem! We’re happy to issue a full refund of your item(s) within 45 days of the shipment date. Just fill out the contact form at the bottom of this page and we’ll send you a product return slip to insert into your return package.

Please make sure you return products in the condition in which they were received and with all original materials and packaging (including, but not limited to, clothing tags). Your refund amount will include the purchase price and applicable taxes—original shipping charges are non-refundable. For hygiene reasons, earrings are final sale.

Also, please note that items purchased online can be returned by mail only, and in-store purchases can be returned only in-store. For online orders, unauthorized returns are not accepted, so please request a refund form before you return your items.

Can I exchange my product?

Everyone changes their mind sometimes—no worries! As long as stock is available, we’ll exchange your item(s) within 45 days of shipment. Email us at shop@metowe.com or send us a message through our contact form at the bottom of this page, and we’ll send you a product return slip—let us know what color/size/etc. you’d like to exchange your item(s) for, and insert it into your return package. Please note that original shipping charges on exchanged items are non-refundable, and that at this time refunds or exchanges are not possible on international orders.

I purchased your product at one of your partners and need to return/exchange it. How do I do this?

We’re proud to partner with a number of retailers to sell our socially conscious products! All refunds and exchanges of products purchased at our partners’ retail locations must be made through their retail outlets and are subject to their return/exchange policies. Please return to the original store where you purchased your product with all the original packaging and receipts and they will be able to help you. We appreciate your continued support of WE!

Order information

Why is my method of payment not accepted on the store website?

Currently, the methods of payment we accept are: Visa, MasterCard and American Express.

If you have trouble using your credit card, please contact your financial institution and confirm their ability to support online payments. If you’re using a VISA Debit card, please be aware that your issuing bank may place a temporarily hold on your account equal to all authorizations required for your purchase. This may lead to an overdraft situation. If this happens, please note that ME to WE is not capable of releasing these funds, and is not responsible for any overdraft charges.

Why is my WE Gift Card code not working?

We’re sorry you’re having trouble with your gift card! Please make sure you are entering the Gift Card code on the checkout page underneath “Payment Method.” If the issue persists, please complete the contact form at the bottom of this page with your gift card code and we will reply within 24 hours with an update and resolution.

Fundraising

I want to place a large order of products to use to fundraise, how do I do this?

That’s amazing! Thanks for supporting WE and making an even bigger impact with your fundraising. Please find our fundraising bundles here.

If you are fundraising through WE Schools or WE Are Rafikis, click the “WE Are Rafikis” button at the top of this page.

How can I fundraise for WE?

Anyone can make a difference—and there are so many ways to get involved with WE! Learn more by visiting WE.org.

Product information

Is this product suitable for my kids?

All of our products are suitable for ages 12 and older, or with parental guidance.

Can I wear my Rafiki for an extended period of time?

You can wear your Rafiki for as long as you want—thanks for repping WE every day! To make sure your product lasts as long as possible, we recommend removing it when taking a shower or swimming, and ensuring that it is not wrapped on your wrist too tightly.

General

My Track Your Impact code isn’t working.

Thanks for tracking your impact—we’re sorry you ran into trouble with your code! Using our contact form below, send us a message so we can help. We need to know the product you have purchased, the Track Your Impact code on your package and the numbers underneath the barcode.

How do I make a donation to WE Charity, like purchasing a goat

We have lots of world-changing donations available—thank you for supporting WE Charity! You can make a donation, sponsor a child’s education and purchase other donation items at: WE.org/donate.

I have a question about your WE Gift Cards!

We’re happy to help! Please use the contact form at the bottom of this page.

How can I go on a ME to WE Trip?

ME to WE offers a variety of trips for youth, families and companies, where participants and WE Villages communities partner and learn from each other. Visit www.metowe.com/trips for more information and to connect with our Travel Experts to find the best trip for you.

I'm a retailer interested in selling ME to WE products. Where can I get more information?

We would be delighted to speak to you about our retail partnerships! Please fill out the contact form at the bottom of this page and we will get someone to reach out to you as soon as possible to talk about opportunities.

I no longer want to receive your weekly newsletters. How do I unsubscribe?

We’re sorry to see you go! To unsubscribe from our newsletter, please scroll to the bottom of any email from us and click the “unsubscribe” button.

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