We're Here For You
Pure Muskoka is a small local company that believes in putting our customer first.
We believe that if we give our customers a great shopping experience, then growth in sales will eventually come on their own. We don't focus on maximizing profits, we focus on maximizing the service and that "Muskoka Feeling" we provide. We are committed to your complete satisfaction; we strive to provide you with the best service in the industry.
Where do you ship to?
We ship worldwide. Your shipping rates and options will be presented to you at the time of checkout, once you have selected your items and input your shipping address.
How much does shipping cost?
We are integrated with Canada Post's shipping rates. At the time of checkout once you input your shipping address you will be presented with your specific shipping rates and options.
Note: We offer free shipping on all Canadian orders over $98 and US orders over $150.
How long will my order take?
This will vary depending on your location and the shipping option you selected. If your order is in stock and placed before 1pm, we pack and ship your order same day. If your order is placed after 1pm we will ship it the following day. Most Ontario orders arrive within 4 days - 7 days.
Do you offer store or curbside pick-up?
Yes. We offer store or curbside pick up on all order. At the time of checkout you will be presented with an option for pickup or shipping. We offer pickup at our seasonal locations (Bala and Minett) when they are open and at our year round location in Bracebridge. After you place your order we will send you an email notifying you when your order is ready for pick up. Usually your order is ready the same day for pick up.
My tracking info says my package has been delivered but I don't have it yet.
Often Canada Post makes a last scan on your package as it is out for delivery that day. This scan triggers our "Package Delivered" notification. We're confident your package will arrive later that day - or the next day at the latest. If your package hasn't arrived within 24 hours of your confirmation, please reach out to us at email@example.com or (705) 646-2544 and we'll be happy to assist you in resolving the issue.
Returns & Exchanges
I want to return my purchase! What do I do?
If you are not 100% satisfied with your purchase from Pure Muskoka you can return your item(s) for a full refund within 90 days of purchase. (Returns must be unworn, in the state you received them).
If your purchase was made in store, you will need to visit the store you purchased the item at for an exchange or refund.
If your purchase was made online, the easiest way for you to return the merchandise is to get a pre-paid label by using our Pure Muskoka return portal.
- You will need your original order number (this can be found on your confirmation emails and receipts.
- You will need to input the same email address you used to make your original online purchase.
- You will then follow the prompts as to whether you want to exhcange or return your item for a refund or store credit.
- Depending on your choice you will be presented with the option to print a pre-paid shipping label to send us back your item(s). Simply print out that label and attached it to your package and drop it off at any Canada Post location.
- If you selected exchange, we will get a replacement item shipped to you immediately.
- If you chose refund, your original payment method will be credited with the amount. This process usually takes 3-4 days to show up on your statement.
- If you choose store credit, you will be emailed a discount code for the amount you can use to shop online with.
- NOTE: there are no refunds on the t-shirt club shirts. If you have questions about the t-shirt club you can see the t-shirt club faqs here.
I would like to return a gift that was sent to me. How do I do that?
Pure Muskoka is very sorry that your gift did not work for you. Please call the Pure Muskoka Customer Loyalty Team at (705) 646-2544 for assistance returning the item. They will need some information in order to pull up the account that the gift was purchased on. You will have to provide their email address, first and last name. Any gift item being returned will be refunded to the original purchaser's method of payment. However, if you would like an exchange, we can do that for you. When a gift return is processed, we will provide you with a return label to send the item back.
Can I exchange my order instead of returning it?
As a Pure Muskoka customer you have the option of exchanging an eligible item instead of returning it for a refund. If your purchase was made online, you may be able to process an exchange yourself by using our online Return & Exchange
portal. You will need your original order number (which can be found on your order confirmation) and you will also need to input the email address you used to make your original order. You also always have the option to contact us via phone, chat, or email, and we will gladly assist you with the exchange process. Our Customer Loyalty Team is more than happy to help!
For more information on our exchange process, please see the Pure Muskoka Shipping and Return Policy.
I printed out my label and misplaced it. How can I retrieve it again?
We are more than happy to help you print out a new label. The easiest way for you to get another pre-paid label, is to call us at (705) 646-2544 and one of our Customer Loyalty team members can assist you in retrieving your return label.
How long does it take for me to get a refund?
For the vast majority of returns, it takes about 5-10 Business Days for us to get your package, inspect your return, process it into inventory, and complete your refund.
If the refund is being issued to a credit card, depending on your credit card company, it may take an additional 2-10 Business Days after your credit is applied for it to post to your account.
I only see the option to return my order through Canada Post on the website. Am I able to return through UPS, Purolator or FedEx instead?
If you process the return by yourself through our website, unfortunately Canada Post is the only option for most customers. We provide shipping labels using Canada Post for easy, fast and secure shipping and package tracking.
Can I leave a review?
Yes, not only do we encourage reviews, they are a beacon for how we run our business. We offer our customers 20% off their next purchase if they leave us a review - positive or negative. To learn more about reviews and how and where to leave one - click here.
Where are your products made?
We believe in absolute transparency with our customers and have provided the following breakdown of our products and where they are made.
Please visit this page to see a breakdown of where each of our products are made.
How do I use my Gift Certificate/Discount Code?
Using your code is as easy as 1-2-3!
Place all of the items in your shopping cart and proceed to checkout. Under Your Payment Information, find the box labeled "Gift card or discount code". Enter your code in the box and click "Apply".
I've lost one of the pieces to the puzzle I purchased, what do I do?
We know how frustrating that can be. We've been there. Simply let us know which piece by counting (from the top left corner) how many pieces down and how many right. Then give our Customer Loyalty team a call at (705) 394-6215 and do our best to see if we can help you out. We have completed versions of each puzzle ready for missing piece replacement.
Are the products online the same as the products I would find in a store?
Typically, you can find the same products both online and at our retail locations. Our seasonal locations in Bala and Minett may not have all of products as size is limited. Our Bracebridge location contains our full collection of products that we have in inventory.
What and who is Pure Muskoka?
We’re a local, private, small and rapidly growing family business that focuses on the lifestyle of those who identify with the Muskoka and the outdoors. We help you live that "Muskoka Feeling".
We are the peace you feel while sitting on the edge of the dock in the early morning. We are the elation that fills you as you’re flying in a boat with the wind in your hair. We are the enchantment of a loon’s call echoing through your consciousness. We are the excitement that flows through you at the sight of a deer running into the woods or a Pileated Woodpecker landing in a nearby tree. We are even the frustration felt at the hand of pesky black flies and 7 feet of snow. Whatever your experience of this magical place, Pure Muskoka will reflect it back to you.
It's more than just a place ... it's a feeling.
How did Pure Muskoka start?
It all started with a photo!
Pure Muskoka was started by two brothers who are lifetime Muskoka cottagers who turned into locals back in 2013.
Pure Muskoka was conceived as a social media company that offered fresh and unique digital content that served those who love Muskoka. We managed to win over the hearts and minds of those passionate about Muskoka with our Pure Muskoka Moments (daily Instagram and Facebook photos). We hadn’t really put all of our minds and efforts on figuring out how to turn it into a business until November 2019.
At this point we decided, based on all the feedback we received from our followers, that lifestyle and clothing was it.
So we jumped full into the business. We’ve turned our properties into full on printing and production facilities. And have had the pedal to the metal ever since.