Refund policy
Eligibility
Return Window: Returns are accepted within 30 days from the delivery date of the final product in your order. Returns must be received 60 days from the delivery date of the final product in your order.
| Eligible for Return | Not Eligible for Return |
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Terms & Conditions
Processing & Refunds
- Review process: All returns are evaluated case by case and approved at our discretion.
- Original payment method: Refunds are issued strictly to the original payment method.
- Processing time: Allow up to 10 business days for inspection after your return arrives, plus up to 10 business days for your bank to post the credit.
- Policy integrity: We reserve the right to limit or refuse returns in cases of policy abuse or suspicious activity.
Shipping & Return Fees
- Return Shipping Fee:A flat fee of $15 CAD will be deducted from your total refund amount to cover the cost of the prepaid return shipping label.
- Incorrect address: Packages returned due to incomplete or incorrect shipping details will incur a $15 CAD administrative fee deducted from the refund.
- Packaging care: Do not use product retail boxes (e.g., shoeboxes) as outer shipping containers. Missing tags or damaged/taped retail packaging will incur a $15 CAD fee.
- Return destination: Ship returns directly to our store address listed below - never to the manufacturer.
Canadian Returns Only: We do not accept international returns. Any incoming shipments requiring payment for duties or import taxes will be refused.
How to Return an Item
1
Submit Return Request
Log into your customer account, locate your order, select the item(s) you wish to return, and submit your request.
Log into your customer account, locate your order, select the item(s) you wish to return, and submit your request.
2
Review & Approval
Our team will review your request. Once approved, you will receive an email containing your return shipping label and further instructions.
Our team will review your request. Once approved, you will receive an email containing your return shipping label and further instructions.
3
Pack Your Items
Pack your return securely in a shipping box or mailer bag. Include all original tags, inserts, and packaging. Do not use the retail shoebox alone as your outer shipping box.
Pack your return securely in a shipping box or mailer bag. Include all original tags, inserts, and packaging. Do not use the retail shoebox alone as your outer shipping box.
4
Attach Label & Ship
Attach the prepaid label to your package and drop it off at the designated carrier location. A flat $15 CAD return fee will be automatically deducted from your final refund - no upfront payment is required at drop-off.
Attach the prepaid label to your package and drop it off at the designated carrier location. A flat $15 CAD return fee will be automatically deducted from your final refund - no upfront payment is required at drop-off.
What to Expect
2–4 Days Request Review
After you submit a return request through your account, our team will review it within 2 to 4 business days. Once approved, your prepaid shipping label and instructions will be emailed directly to you.
Up to 5 Days Package Inspection
Once your returned items arrive back at our store, please allow up to 5 business days for our team to inspect and process them.
Immediately Email Notification
You will receive an automated email as soon as your return is processed, confirming your approved refund amount (minus the $15 CAD return shipping fee).
10 Days Max Financial Posting
After approval, it may take up to 10 business days for the refund to reflect on your original payment method statement, depending on your financial institution.
Note on Status Inquiries: To help our team process returns as quickly as possible, please wait until the full 5 business days post-delivery have passed before reaching out for an update.
Have questions about the return process?
Our support team is here to help walk you through any step of your return.
Contact info@trailrunnerstore.com