triple flip home > Customer Care > FAQs
FAQs
Welcome! Want some answers about how the Triple Flip online order process works? We’ve done our best to organize the most frequently asked questions into handy categories. If you can’t find the answer below, contact us and we’ll do what we can to get back to you asap!
Skip to questions about…
- Sizing
- PST and HST: buying clothing for children
- Ordering online
- Payment processing
- Shipping
- Returns and Quality Guarantee
- Sold out items, items missing from your order
- Triple Flip clothing – where and how it’s made
- Product care
- Stores, donations and general info about Triple Flip
- How to become a Flip Girl
- Teamwear and Group Orders
sizing
how does Triple Flip sizing work?
At Triple Flip, we created our own sizing that fits with girls bodies, instead of the other way around. Here's a breakdown:
| triple flip size | equivalent to | hip | waist | chest | inseam |
| 1 | girls' 6 | 25-26" | 20-21" | 24-25" |
reg 22" tall 24" |
| 2 | girls' 8 | 27-28" | 22-23" | 26-27" |
reg 25" tall 27" |
| 3 | girls' 10-12 | 29-31" | 24-25" | 28-30" |
reg 28" tall 30" |
| 4 | jr women's 0-2 | 31-33" | 26-27" | 30-32" |
reg 30" tall 32" |
| 5 | jr women's 4-6 | 34-36" | 28-29" | 33-34" |
reg 31" tall 33-34" |
| 6 | jr women's 8 | 36-37" | 30-31" | 34-35" |
reg 32" tall 34-35" |
| 7 | jr women's 10 | 38-39" | 31-32" | 36-37" |
reg 33" tall 35" |
A few of our pieces are labeled XS to L. These correspond to Triple Flip sizes:
- XS is size 1-2
- S is size 3
- M is size 4
- L is size 5-6
We also carry a few other brands that complement our fabulous Flipwear, such as Roxy Girl – their sizing is typically XS to XL or sizes 7 - 16 and represent a more traditional size range in girls’ clothing.
PST and HST: buying clothing for children
it looks like I'm being charged PST, but my order is going to a child who lives in Saskatchewan, under the age of 17?
According to Canada’s Tax laws, additional taxes need to be charged on clothing larger than a girl’s size 12. Whether it’s PST or HST, the percentage varies according to which province the merchandise is being billed to.
For Triple Flip clothing, this additional tax is automatically applied to our sizes 4 and up, which is equivalent to a junior woman’s size 0-2.
In Saskatchewan, children 17 and under are exempt from paying provincial taxes (PST) on clothing and shoes, and the person placing the order needs to let us know if the order is being purchased for someone in this age range.
Even though certain items are being purchased for a child, some items are still taxable under the Provincial Sales Tax Act. At Triple Flip, these include (but may not be limited to):
- Bags and Backpacks
- Buttons
- Combs and Brushes
- Earrings, Necklaces and Jewellery
- Name Tags
- Blankets and Bedding
- Sunglasses
- Headbands
- Toys and Games
- Umbrellas
- Wallets
- Watches
GST is applied to all purchases. HST is applied where necessary.
how do I let you know to remove the PST on my Saskatchewan order?
If you are ordering a Triple Flip size 4 and up, and it is for a child who is aged 17 years or younger who lives in Saskatchewan, please email us with a subject line: PST EXEMPT ON ORDER # (your order number) to let us know.
In the email, please provide the following:
- Your full name
- Your full address including postal code
- Your phone number
Your final receipt will be mailed to you with your order, reflecting any needed changes in the taxes.
ordering online
where do online orders come from?
Online orders are processed at our Distribution Centre in Calgary, Alberta, Canada, with the clever co-ordination of our amazing Online Team and our Triple Flip stores across Canada.
Online merchandise is drawn from our Distribution Centre and from all of our stores. Quantities are updated regularly, but if you've ever been in one of our stores you know that stuff can fly off the shelves, and an item that may appear to be on the website, may also be in someone's hands, ready to be purchased!
Once your order is placed, we check availability as quick as we are able, to let you know if your items are in-stock. If it turns out that an item is sold out before we can process it, we’ll do our best to recommend another equally fabulous Flipwear piece in your size.
when I’m ready to buy, why should I register? What's in it for me?
Registering on tripleflip.ca gives you all kinds of good stuff:
- Wishlist: save your favourites for later, email it to family and friends for great gift-giving ideas!
- Quick Checkout: mailing info and preferences get automatically saved!
- Email signup: with permission, fabulous offers are delivered right to you! Really good stuff, like: when the next Flip Girl Photo Shoot is taking place in your area, new products, exciting contests, amazing sales and giveaways!
-
Order history: saves a full list of previous purchases, including the size, styles and colours you ordered last time!
And you don't need to worry because Triple Flip would never spam you or sell your info to anyone else. Your details are safe with us.
what happens after I place an order?
- You'll immediately receive an email with an Order ID number, confirming that we have received your list of items. It is important that you hang on to this Order ID number, as this is how we will be able to track your order if you have any questions or concerns.
- A copy of your order request is sent to our Online Coordinator, who will confirm the availability the items you're looking to purchase. All items are subject to availability, especially Flip Deals and Sale Items.
- Online Orders can take up to 5 business days to confirm and fulfill. We may need an extra day or two during heavy online shopping season such as Holiday, Back-to-School and Sale Events.
- If we're unable to fulfill all of the items in your order, we will contact you by email. We'll do our best to suggest some other options that will bring you equal satisfaction and happiness!
- Once all of the available items on your order have been found, your credit card will be billed.
- You’ll receive a shipping confirmation email, letting you know that your Flipwear is on its way. This email will detail which Triple Flip location each piece is being shipped from – you may get more than one package from us, so please refer to this email if it looks like something’s missing!
- If your order is to be shipped via Xpress Post, a Canada Post Tracking Number will be emailed to you.
If you have any questions, please email us or call 1.866.486.3547
oops! I made a mistake in my order, how do I fix it?
Mistakes happen, and we're here for you. If you need to change or cancel an order, please contact our Online Coordinator as soon as possible: we will try our best to make it right. Please call our toll-free number: 1.866.486.3547. You can also email online@tripleflip.ca and a real person WILL respond! You will need your Order ID number, which was sent to you in an email when your order was placed.
can I buy a gift card online?
Yes! Triple Flip Gift Cards are now available for purchase on our website. Fill out the value for any amount, and have it sent right to that lucky Flip Girl's door with free regular Canada Post shipping! Gift Cards never expire, and can be used at any of our Triple Flip stores, and can be redeemed online.
Gift cards are FINAL SALE, and can't be replaced if lost. The actual gift card we send may look different than the one pictured on the site (but it will spend just as easliy!)
I'm sending Flipwear as a gift - can I include a gift receipt? And will the prices show up anywhere?
On the order request form, when entering your shipping address, there's a spot to check 'this is a gift'! This lets us know to include a gift receipt, without any prices on it. The recipient will be able to return or exchange if they need to, subject to our returns policy.
payment processing
what payment options are there?
TripleFlip.ca accepts Visa or MasterCard for online orders and gift cards by phone to our Online Coordinator at 1.866.486.3547. We do not accept Visa Debit.
when will my credit card be charged?
Your credit card is not charged until we've confirmed the availability of ALL the items you requested, and if any substitutions or price adjustments are needed.
Once your card is processed, you’ll receive a confirmation email with the amount charged, and the Triple Flip location(s) that each of your Flipwear piece is being shipped from.
A credit card receipt will be mailed to you along with your order.
can I redeem gift cards online?
Yes! To use a Triple Flip Gift Card towards an online purchase, please enter the complete number (located on the back of the Gift Card) in the box titled "Gift Card, Special Requests, Instructions" on the "Order Details" page in your checkout process. Triple Flip's Online Coordinator will contact you to verify the amount charged on the Gift Card, and to complete the transaction.
is ordering over the internet safe?
You bet. We use Secure Socket Layer (SSL) encryption for every transaction to make sure that your order is secure. SSL encrypts the transmissions from our online system to your computer. In geek-speak, it means that SSL encryption forms a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid. This really just means your computer talks to our computer and that's it - totally secure.
shipping
what are Triple Flip’s shipping fees?
FREE!: for all online orders! Sent by Canada Post Regular ground shipping to Canadian addresses
$24.95 Xpress Post: Xpress Post is the fastest way to get your package to its destination. Orders are shipped via Canada Post. Typical Delivery is based on an estimate for sending packages to most major Canadian cities. If you live further out or in a smaller community, delivery may take a little longer.
International orders: will be quoted, please see below, “Do you ship outside of Canada.”
when will my order be shipped?
Online Orders can take up to 5 business days to process on our end, before they are confirmed and sent out.
Most of the time, it takes 2-3 business days to track down and ship the order.
Due to high volumes, Online Orders submitted during the Holiday Season, Back-To-School, and Flip Sale Events may take 4 – 10 business days to process.
Orders placed after 3pm MST are considered next day orders. If your order was placed Friday or over the weekend, your order will be received on the following Monday, and put into the queue for processing.
You will be auto-emailed a confirmation notice when your order has been filled and your payment has been processed. The order will be shipped that same day which you receive your confirmation email.
If you requested Xpress Post shipping, a Canada Post tracking number will be sent to you in that confirmation email.
I need something sooner! Can you help me?
It's your favourite niece's best friend's sister's birthday this weekend, and you forgot. And the only thing on her Wish List is a Minky Dimples Jacket, or something like that - we've all been there!
If you need some Flipwear by RUSH DELIVERY, please select Xpress Post shipping and we’ll do our best to help you out. Deliveries are subject to processing time and Canada Post’s schedule. Additional shipping charges will apply.
do you ship outside of Canada?
Yes we do! If you want something shipped to the United States or elsewhere in the world, we're happy to help you out. There will be a few extra things to do on our end, to ensure all customs documentation is in order before your order ships out.
Shipping costs will be calculated based on weight and location; someone will contact you with estimated shipping costs. You will be responsible for paying all additional duties, if required.
returns & quality guarantee
I thought I’d love it. When I got it, it wasn’t quite what I expected. Can I send it back?
Yup, it happens. And we want to ensure that an exchange or return is hassle-free. So here's the low-down of how we help you out:
Regular Priced Items: Unworn merchandise can be returned or exchanged within 14 days of original purchase date for in-store purchases and 30 days for online purchases. All tags attached, with receipt. Returns can be done by sending it back to us (details below!), or by bringing it into any Triple Flip store.
Sale items: ALL sale items are FINAL SALE.
Other final sale items: swimwear, headwear, water bottles, shipping charges and giftcards are final sale.
Return Shipping charges: Customers are responsible for the shipping charges to mail a parcel back to Triple Flip for return or exchange. But, we will cover the cost to send an exchanged item back to you!
so I need to send it back. How do I do that?
You have two ways to get your purchase back to us for return or exchange:
- Return it to any one of our Triple Flip stores within 30 days of purchase, unworn and with tags attached. Please check out our STORES section of the website for the location nearest you.
- Send it back to our Online Distribution Centre. Please send all returns to:
-
Triple Flip
Attn: ONLINE RETURNS
#7, 6120 - 11th Street SE
Calgary, AB T2H 2L7
does Triple Flip offer price adjustments?
While we offer returns/exchanges on unworn garments within 30 days of purchase, with the original receipt and with the hangtags still attached, we do not offer price adjustments.
what is your Quality Guarantee and Warranty?
Triple Flip stands behind its product, but sometimes a mistake or human error happens. So if an item is defective due to workmanship or quality issues, Triple Flip will first try to repair the item and send it back to you. If it's not repairable, we will then exchange the item or return it for a full refund, at the discretion of our Triple Team members.
Our warranty does not cover normal wear and tear or inappropriate care such as Velcro, dog's teeth, falling off your bike, or runaway scissors. But hey, if you've got a concern please talk to us. We'll help out where ever we can.
sold out items, items missing from your order
I ordered something from tripleflip.ca, but got an email saying it was sold out. How could this happen?
The items that are shown on our website are drawn from our company-wide inventory, from the Distribution Centre and all of our stores, and are updated regularly. Occassionally, in the time it takes to receive and process orders, an item which you requested sells out. This is particularly true of Sale and Flip Deals merchandise, where quantities may be limited.
If it does happen that one or more of the items you requested is no longer available, we’ll do our best to suggest a similar style or colour that is sure to bring you happiness! If that doesn’t work out, we’ll be happy to add your name to our Request List, and notify you if or when the item is restocked.
I got a package, but items seem to be missing from my order?
To fulfill online orders, we shop all of our Triple Flip stores and the Online Distribution Centre. Your purchased items may be shipped from multiple locations, in more than one package. Depending on where you live, the packages may arrive on different dates & times. Please refer to your confirmation email for the locations the order is shipping from, as the answer may be in there.
There are no additional shipping charges added if you are receiving more than one package. Your receipt will be included in the package which comes from our Online Distribution Center in Calgary, AB.
If you have any concerns about your order, please email us.
triple flip clothing – where and how it’s made.
where are Triple Flip products made?
All of our Flipwear is uniquely designed in our head office in Calgary, Alberta, Canada. Whenever we can, we make an effort to produce locally, so we can control our quality, design and response time to customers. Most of our stretchwear, and all of our Teamwear, is manufactured right here in Canada!
As we grow, we've needed to expand our manufacturing to include production in the States, and, when necessary, overseas. We go to extreme efforts to ensure that people who make our products are paid a fair wage and work in safe conditions.
why does Flipwear cost what it costs?
We try really hard to make our prices as reasonably priced as possible. The thing is, it is all about the fabric, the quality, the great fit, and the care that goes into each garment to ensure you have something you love.
Our clothes nearly last forever! We have chosen the best quality technical fabric, but it isn’t the cheapest fabric. We set out to find the comfiest fabrics that feel great, fit well and never disappoint you. That means we don't want it to shrink or pill or fade. It has to meet our highest standards, so we put it through torture tests to make sure it feels and looks the same for you, every time you wear it. We turn down a lot of fabrics that just don't make the cut!
The second part of the cost is the labor, and that is how much it costs to sew the clothes. We don't produce the clothes in places where they take advantage of people in poor living conditions to sew clothes very inexpensively. We ensure that the people who are sewing our clothes are paid a fair wage, and have a good lifestyle, so that we know that no one has been taken advantage of, just to produce our clothes. We want to be fair and ethical in everything we do, because that is important to whom we are as a company.
So, when you put on something from Triple Flip, you know that it's a good thing. You can count on us to always provide that.
product care
how do I take care of Flipwear to keep it looking fabulous?
Stretchwear: to keep it looking its best, machine wash in cold water, lay flat to dry. No need for fabric softner. If you do need to throw it in the dryer, don’t use one of those dryer sheets: it gets inside the weave of the fabric and affects the way it wicks moisture away from your skin! It’s best not to wash your Flipwear with thicker fabrics like denim, cotton or towels, which may affect the look and life of your garment. And avoid velcro at all costs: it will eat your Flipwear for lunch!
Minky Dimples: machine wash in warm or cold water, tumble dry medium heat to make it warm and fluffy!
Cotton Pieces: depending on whether you wash your cottons in hot or cold water, and if you're the type to throw everything in the dryer, you can expect about a 2% - 5% shrinkage of all Triple Flip cotton clothing. (Hint: cold water and hanging to dry will mean less shrinkage!)
Tshirts and pants with special finishes: turn them inside out and machine wash cold. Lay flat to dry. Especially with beaded and foil finishes, the heat of the dryer may change the appearance of the finish, making it dull or even cracking the silkscreening. Better safe than sorry!
stores, donations and general info about triple flip
where do you have actual stores?
- Calgary, Alberta: Deerfoot Meadows Shopping Centre and Market Mall
- Edmonton, Alberta: West Edmonton Mall and South Edmonton Common
- Saskatoon, Saskatchewan: Midtown Plaza
- Oakville, Ontario: Lakeshore Road East
- Newmarket (GTA) Ontario: Upper Canada Mall
- West Vancouver, British Columbia: Park Royal North
- South Surrey, British Columbia: The Shops at Morgan Crossing
- Coquitlam, British Columbia: Coquitlam Centre
- Winnipeg, Manitoba: St. Vital Mall
We're always on the lookout for the next great location for our Flipwear boutiques, as we work towards expanding into every major centre in Canada!
For more details, maps and store hours, please visit our store locations page.
how do you decide where to open a store?
Well there's demographic information, space availability and suitability, and a whole lot of other marketing and location decisions that go into planning where we open our next store. But what it really boils down to is where customers are ASKING us to open a store! So if you really want a Triple Flip in your area, send us an email, a video, a song and dance, or whatever you need to do, and we will definitely consider it! Send it to info@tripleflip.ca to let us know, and we'll definitely get back to you!
does Triple Flip franchise?
Nope. All stores are owned and operated by Triple Flip. We feel that staying true to our concept and our customers is vital to who we are a business. In each city, we develop a team of passionate leaders, who are committed to creating that signature, Triple Flip customer experience.
what kind of charity, non-profits and community events does Triple Flip donate to?
It's so important to us to give back to the people who have welcomed us into their community, and contributed to our success. We are a Canadian company, and believe in running a business that's not just about making a profit but about making a difference wherever we can.
We donate a portion of our sales to community initiatives that help those in need, or provide opportunities for girls to have exceptional experiences as part of an active lifestyle. We proudly support initiatives and organizations that share these values.
Triple Flip does not give monetary or product support directly to individuals or clubs, but if you would like help spreading the word about your event or passion, please send us an email at submit@flipgirl.ca, and if it's suitable, we'll be happy to post the info on our blog, www.flipgirl.ca
how to become a flip girl
is it true that all of the girls on your site aren't models, but real customers?
Not only is it true, but our Flip Girls represent everything we believe in! Real girls represent the love of our clothes better than any model ever could, because they're the ones living in our brand! We're honoured that these girls would want to share their love of Flip with us, and represent their true self at one of our Flip Girl photo shoots!
how can do you become a Flip Girl?
The only way to become a Flip Girl is to enter to win one of the coveted spots! About once a year, we send out emails to all of our registered customers in each store's surrounding area, to invite them to enter to win to be a Flip Girl! From everyone that enters online, we draw 24 girls, to invite them to join us and represent their Flip at that store's photo shoot! It's an amazing day, with professional styling, hair and makeup, and a chance to shine in front of our fashion photographer. Photos are used in-store for posters, for marketing materials and on the website.
Find more about how you can register to be a Flip Girl!
teamwear and group sales
does Triple Flip make custom outfits for Teams or Groups?
We sure do! Triple Flip has its very own Teamwear division, Triple Flip TEAM, dedicated to the unique needs of dance, gymnastics and skating groups, sports teams, singing troupes and more! In fact, we're proud to be the official Teamwear supplier of great organizations like Alberta Gymnastics Federation and Skate Canada Alberta-NWT/Nunavut!
Our Teamwear garments feature our full range of Triple Flip sizing, and expand into adult and styles for guys too, Triple Flip TEAM's mission is to provide fashionable, comfortable, durable team uniforms that fit and flatter active bodies, delivered with exceptional customer service.
Triple Flip TEAM offers many options, from off-the-rack pieces to fully customized garments, and in-house logoing capabilities. We work with you to create a unique look and help your group stand out! Best of all, there’s no order limit, and all Teamwear garments are made here in Canada.
To find out more, including who to contact and how to get started, please visit our Triple Flip TEAM website!
can my group get a discount?
Group discounts for teams and groups are available exclusively through Triple Flip TEAM; minimum orders are required. For more information, please visit www.tripleflipteam.ca or contact our Teamwear Coordinator.
