Before returning an item on SHOP.CA, please verify that it is a qualifying return.
All products must be returned in the condition you received them. That is, all products must be returned in a new or unused condition with all original materials, and in their original packaging (original materials, and packaging also must be in new condition). This includes, but is not limited to, clothing tags and shoe boxes.
Some items can only be returned if they're factory sealed. These include, but are not limited to, all headphones, camera lenses, and items from the video gaming, CD or DVD categories. Additional items provided below.
Returned products that are deemed by SHOP.CA and our merchant partners to be in a non-returnable condition will be declined and returned to the customer.
Qualifying products returned within 30 days of shipping date will be refunded via your original payment method. Qualifying products returned after 30 days will be refunded in SHOP.CA Credit.
Returns purchased from Bad Boy must be initiated within 3 days of being delivered. Returns from SHOP.CA Direct that have required a scheduled delivery must be initiated within 7 days of being delivered. These items will also be subject to an additional shipping charge.
Returns for other furniture requiring a scheduled delivery time can only be returned within 30 days of shipping date.
Seasonal items, such as patio sets and water activity items, can only be returned within 30 days of shipping date.
Please note, furniture cannot be returned if assembly has been attempted.
Strauss Water products can only be returned within 30 days.
Televisions over 32" can only be returned within 30 days of shipping date.
Products purchased from the Computers and Electronics categories can be returned within 180 days of shipping date. Products from our Photo and Video category can be returned within 60 days of shipping date.
Alcoholic beverages cannot be returned, and are final sale.
Additional Return Period by Product Category:
|Returnable Within 365 Days of Shipping Date||Returnable Within 180 Days of Shipping Date||Returnable Within 60 Days of Shipping Date||Not Returnable|
|Items not listed in other categories or subject to the limitations set out below.||
-Electronics, and all subcategories unless otherwise noted
-Print, Copy, Scan & Fax
-Cell Phones & Accessories
-iPod, Portable Audio & Speakers**
-TV & Home Theatre (TV's 32" and under only)
-Electronics Batteries & Chargers
-GPS & Navigation
-Car Audio & Video
-Computers (and all subcategories unless otherwise noted)*
-Laptops & Accessories*
-Scanners & Accessories
-Printers & Accessories
-Photo & Video, and all subcategories unless otherwise noted
-Lenses & Filters*
-Camera & Phone Accessories
-Video Cameras & Accessories
-Tripods & Supports
-Underwater Camera Housings
-Jewelry (excluding earrings)
-Books, Magazines, Sheet Music & Other Copyrighted Materials
-Food, Drink (including Alcoholic), Vitamins & Supplements
-Baby Products: Car Seats, Strollers with Car Seat Combos, Diapers and Breast Pumps
-Gift Cards, both SHOP.CA & Third Party
-Personal Care Items
-Some Watches, marked on the product page
-Some Perfumes, marked on the product page
-All items from the Sexual Wellness categories: Lubricants, Condoms and Sex & Sexuality
*Must be factory sealed
**Headphones must be factory sealed. If headphones do NOT come sealed, they cannot be returned.
***Bathing Suits must have all tags, and hygienic strips intact
If your order arrives damaged, please do not refuse delivery. Accept the package and contact our customer loyalty team within 48 hours of delivery (see below for contact options). A photo of the damaged packaging/product may be requested.
In order to guarantee the availability of an item, traditional exchanges are not supported at this time. If you wish to change the colour, size, etc., of your purchase, please return the original item and place an order for the new item at your earliest convenience.
Bundled products must be returned together, in full, for a refund. Individual items purchased as part of a bundle cannot be returned. If you receive an item that is damaged or defective in a bundle, please contact our customer loyalty team as soon as possible to arrange for resolution.
Non-Returnable, Final Sale and Refurbished Items
Items marked as final sale will not be refunded. If a final sale item is defective when you receive it, you can arrange a return with us and the product will be sent to the original manufacturer for repair or replacement at the manufacturer’s discretion. If the product is damaged when you receive it, please contact our customer loyalty team within 48 hours of delivery (see below for contact options).
Refurbished products are final sale. There is a 90 day warranty for exchange or repair, but no refunds will be issued for products that are marked as refurbished. If a refurbished product is damaged when it arrives, accept the package and contact our customer loyalty team within 48 hours of delivery (see below for contact options).
Furniture, Televisions, major appliances, and any items for which you have to schedule a delivery time must be returned with the original packaging and all packing materials intact, unless otherwise instructed by your delivery team. Returning these items without the original packaging may incur a restocking fee which will be deducted from your refund.
All products sold by SHOP.CA Merchant Partners are expected to be covered by the normal Manufacturer Warranty. Warranty coverage also includes the manufacturer's re-certified product warranty. To process a claim against a Manufacturer Warranty, please contact the Manufacturer directly, using your SHOP.CA order confirmation as your proof of purchase.
Please email our customer loyalty team at firstname.lastname@example.org if you have any further questions about returns.
No problem. Email our Customer Loyalty Team at email@example.com! Or, if you prefer, you can fill out a SHOP.CA Return Form while logged into your SHOP.CA Member Account and one of our Customer Loyalty Representatives will be in touch with you.
Once you let us know, we'll send you a postage-paid return label to your email address. All you have to do is print, attach to your order, and bring it to a post office, and you'll be getting your full-value refund in no time!
To ensure your return is processed promptly, please use only the shipping label sent to you by our customer loyalty representative. Discard any other postage label that you receive with your original order.
1. Use the original outer packaging, or any other plain, unmarked, packaging of your choosing. Do not affix the label on the product box directly
2. Remove any other existing shipping labels, stickers, or other materials to avoid confusion
3. Affix the return postage label emailed to you by your customer loyalty representative
Each return mailing label is coded for a specific shipment. Please do not include items from other orders or other shipments in the same box, or your refund will be delayed. Each order must be returned using a separate mailing label.
Once your return is received and approved by our returns facility, SHOP.CA will process the refund. You can expect to receive your refund within 5-7 business days after it’s been approved. After it's approved, you will receive an email with the details of your refund.
Please note, our policies are subject to change in the event that we find a way to serve you better.