You can return a product purchased online within 15 days of receipt of your order. Items to be returned must be in new condition and in their original packaging, and you must show us your invoice.
1. Contact us
To make a return by post, simply contact us from the link below. Select the Return Merchandise option and indicate your order number, the items to be returned and the reason for returning the merchandise. Our customer service will contact you as soon as possible to respond to your request.
Order error or defect
Your merchandise has been carefully checked and packed before leaving our warehouse. However, if you received your order in poor condition or if we made a mistake during the preparation of it, a clerk from the Web Orders Department will take care of your situation.
If you are not satisfied with the color, size, or if the product simply does not suit you, please note that a charge of $ 12 plus tax will be deducted from the refund amount.
2. Repackage the products
You only have to use the packaging in which you received your order. Make sure you seal everything well before you drop it off in the mail. There is no point in sending us your invoice because we have the necessary information in your order file.
3. Print the label and affix it to the package
We will send you your return label via our messaging system through which you made your return request. Please do not affix the label directly to the box. The item must be properly packaged for shipping.
4. Drop off the package at the post office
Drop off your package at a Canada Post branch. As the label is prepaid, you will not have to pay the post office at the time of dispatch. To find the post office closest to your home, you can use the following link on the Canada Post site: https://www.canadapost.ca/cpotools/apps/fpo/personal/findPostOffice .
For the duration of the confinement, it is only possible to come to the store to return essential products from our work department. You can make a return at any of our stores. All you have to do is go to customer service (at the cash desks) with your products to be returned and your order number. This can be found in your confirmation email.
For an error on our part in processing your order or an item damaged in transit, you have 7 days from receipt of the package to contact us and obtain your return number.
For a simple refund, you have 15 days from receipt of the package to ship the item (s) to us.
We will deduct from the reimbursement of postal returns an amount of $ 12 plus tax to cover the postage costs associated with returning the items. The initial shipping costs will not be refunded.
In the event of an error on our part or an item damaged in transit, we will cover the cost of $ 12. We inspect every item returned to us. If no defect is found, the fee of $ 12 plus tax will be charged.
The item must be in new condition, that is, undamaged, clean, odor-free, free of animal hair, as well as with the original tags and packaging.
Additional return charges may apply if the returned item is no longer in new condition. If an item is non-refundable or unfit for resale, especially when used or washed, we reserve the right to refuse your return. The item will then be shipped back to you and we will charge you a $ 25 shipping cost.
It is important not to affix the postage-paid label directly to the product packaging. The products must be pre-packaged for mailings. An additional $ 5 fee will be charged for packaging that will be damaged by the pre-paid label.
Returns, no exchanges
In order to facilitate the management of merchandise returns, we do not perform exchanges, only returns. If you want to exchange the items received, you just need to make a return and then place a new order afterwards. You will be refunded for your return after receipt of your items in store.
In normal times, the refund is processed within 48 working hours of receipt of the package in our warehouses, and then appears in your account within 4 to 5 working days. Please note that due to the pandemic situation, a longer delay should be expected between receiving your return at the branch and your refund, because the packages are quarantined on their arrival.
It is the customer's responsibility to be aware of the Return Policy, as well as the deadlines prescribed above. The correct and secure packaging of the item upon return is also the responsibility of the customer.