SHIPPING & RETURNS
Orders are usually processed within 1-3 business days.
Despite serving large order volumes, our aim is to always adhere to our 1-6 day Canada delivery and 2-10 day US delivery timelines. You will be notified if stock quantities fluctuate or if any other changes delay your shipping.
You will be provided a tracking number when your shipping label has been created.
We currently do not ship outside of Canada and the US.
Please be mindful that although we try our best, we cannot guarantee delivery times impacted by holiday seasons, sales, COVID-19 restrictions, and unpredictable logistical hurdles.
For any further questions or queries, please email us at email@example.com or leave a voice message on (604)379-5648 so a team member can call you back.
RETURN & EXCHANGE POLICY
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return through our online contact form. Make sure to list your order number.
If item was purchased through our Amazon Store, return can be initiated through your Amazon account, following the Amazon return and refund policy.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the e-receipt.
To start a return, you can contact us through our online form. For any other queries regarding this policy, you can email us at firstname.lastname@example.org.
If your return is accepted, we’ll send you the instructions on how and where to send your package. You are responsible for the return shipping cost of the product and may choose to ship it back through your preferred carrier or request us for a discounted shipping label – the cost of which will then be deducted from the refund amount.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any other return question.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Any customer-inflicted damage will disqualify the ability to exchange or return the product. To ensure that returned products can be further donated, all returns must be in good condition and free of stains/dents and/or damages. (Example, damages from incorrect washing/drying/cleaning, hairs, odors, pet hairs, stains, falls, misuse will not be accepted).
Exceptions / non-returnable items
We do not accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Exchanges are treated the same as returns but instead of a refund to the original payment card, an exchange credit code will be issued that can be used for another purchase. Once the original product has been received, we will then send out the code that you can use for your replacement order, provided that the product in sent back in accordance with our return policy. This process usually takes 3-5 days after we receive your product.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.