Refund Policy
Order Cancellations
Order cancellations are time-sensitive.
You can cancel orders for a full refund to the original payment method if the order has not shipped. Once the order is shipped, the standard Returns policy applies.
Note: We consider an order shipped once we purchase a shipping label for your order, as we are unable to return shipping labels ourselves, and are unable to absorb these incurred costs.
Contact us to request order cancellation as soon as possible. Include in your message the following information:
- Order #
- Items you wish to cancel
- Cancellation reason
Providing us incomplete information will prevent us from identifying and cancelling your order before it ships.
Returns
Our goal is to minimise returns and from a sustainability perspective, the associated transportation emissions produced by them.
We do our best to only offer quality products we think you'll love and to share as much product information with you on product listings as possible to help you make the right purchasing choice. Information like clear photos, detailed descriptions, size charts, fit information, and model details.
Before requesting a return, please consider donating the item or gifting it to a friend, family member, or someone who would love it and the cause it supports.
With that said, we totally understand sometimes you may need to make a return. Please continue reading for our full return policy and process.
What is eligible for return?
We accept returns requested within 30 days of the ship date for items that meet all the following conditions:
- If it is a wearable item, the item is unworn and unwashed in like-new, resalable condition.
- If it is a non-wearable item, the item is unopened, unused, and in like-new, resalable condition.
- Item must have all original tags attached (if applicable) and packaging.
- Item is not a final sale item.
- Item is not a gift card.
If you have carefully inspected the items you wish to return and are confident they meet the above conditions, please proceed to Step 1 below.
Return Process
Step 1: Submit a return request
Within 30 days of the ship date, contact us to request a return. Include the following information in your message:
- Order #
- A list of the items you’d like to return
- Reasons for return for each item
Your request will be reviewed for return eligibility.
Step 2: Ship back the items
We will notify you if the return request is accepted. If accepted, you have the following options to ship the items back to the address we provide you:
Canadian customers
- We can issue you a return label at a cost of $15.00 per label; OR
- You can mail your return using your preferred method.
U.S. customers
You may mail us your return using your preferred method. At this time, we do not offer return labels.
Note: We are not responsible for the loss of, or damage to, returned items while they are in transit.
Step 3: Inspection & Refund
Once we receive the returned items, we will inspect all items to ensure they meet the acceptable returns criteria.
For all items that pass inspection, you will receive a refund for each item, excluding shipping fees, to the original form of payment. Note, refunds may take up to five business days to appear in your bank account.
If after inspection a returned item is deemed unfit for return, we will notify you via email the item return has been rejected and a refund will not be issued. You may choose one of the following options:
- We can ship the item(s) back to you. You will be responsible for the shipping cost. OR
- We will donate, recycle, or dispose of the item, as appropriate at no additional cost to you.
If you do not accept one of the above options within 14 days of us informing you that the return has been rejected, the item will be donated, recycled, or disposed of as appropriate.
Within 30 days of the ship date, contact us to request a return. Include the following information in your message:
- Order #
- A list of the items you’d like to return
- Reasons for return for each item
Your request will be reviewed for return eligibility.
We will notify you if the return request is accepted. If accepted, you have the following options to ship the items back to the address we provide you:
Canadian customers
- We can issue you a return label at a cost of $15.00 per label; OR
- You can mail your return using your preferred method.
U.S. customers
You may mail us your return using your preferred method. At this time, we do not offer return labels.
Note: We are not responsible for the loss of, or damage to, returned items while they are in transit.
Once we receive the returned items, we will inspect all items to ensure they meet the acceptable returns criteria.
For all items that pass inspection, you will receive a refund for each item, excluding shipping fees, to the original form of payment. Note, refunds may take up to five business days to appear in your bank account.
If after inspection a returned item is deemed unfit for return, we will notify you via email the item return has been rejected and a refund will not be issued. You may choose one of the following options:
- We can ship the item(s) back to you. You will be responsible for the shipping cost. OR
- We will donate, recycle, or dispose of the item, as appropriate at no additional cost to you.
If you do not accept one of the above options within 14 days of us informing you that the return has been rejected, the item will be donated, recycled, or disposed of as appropriate.
Refund FAQs
Why do you charge for return labels?
We're happy to be transparent with you. We are a small business who work to offer high quality products, while at the same time donating a significant portion of our sales dollars to support wildlife conservation.
This coupled with the high cost of shipping orders in the first place, makes it unsustainable for us to offer return labels without a fee. We're just not able to absorb the cost.
To avoid returns altogether, we work to provide all the information you need upfront so that you can make the right purchasing choice, and do our utmost to only offer products that we think you (and we) will love. If there is any information you think we should add to our product listings that could further prevent the need for returns, please do contact us with your suggestion. We're all ears.
Why do you need to inspect items before issuing a refund?
Just as a physical retail store would, we review return requests to ensure items meet the return eligibility criteria. Once items are returned to us, we inspect the items again to ensure all items meet the return eligibility requirements. These processes are in place to prevent fraudulent returns or the abuse of our Returns policy.
Do you offer exchanges?
Please follow the Returns process and inform us that instead of a refund, you would like to apply the funds to a different item, while indicating the specific item. You will be responsible for shipping fees on the replacement order.
Please carefully inspect all items being returned to ensure they meet the return eligibility criteria, before returning them.
Do you still donate 5% of my purchase if I get a refund for an order?
The short answer is: no.
Here's why: we donate 5% of our sales. However, if you receive a refund for any part of your order, the amount refunded will not be included in our donation calculation as we no longer have those funds to donate from. If your entire order is refunded, we won't make any donation, as we didn't retain any funds from the order.
This is one reason why we ask you to consider gifting items to friends or family, or donating them, rather than requesting a refund whenever it's possible.
What happens to returned items?
Items that are returned to us in resalable condition are refurbished and resold.
Items that are not in resalable condition are either returned to the original customer, as per our return process, or are donated (if in good condition) or recycled.
We use reusable mailers.
We're part of the noissue Packaging Alliance, a group of businesses committed to circularity and sustainability practices in packaging.
We ship orders in reusable and recyclable mailer bags made from 100% recycled materials, eliminating the need for virgin packaging materials. Each of our packaging purchases contribute to reforestation initiatives.
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