1. Eligibility once an issue has been verified:
We may provide store credit or, in some cases, reship your order under the conditions below.
a. Lost Shipment
If tracking shoes no movement for 10 business days, contact us.
We will initiate a trace and/or claim with the carrier.
Once confirmed lost, we will reship your order.
b. Damaged Products:
Notify us within 72 hours of delivery.
Provide your order number, a description of the issue, and photos of both the damage and outer packaging.
c. Defective products:
Notify us within 72 hours of delivery.
Provide order number, description, and photos if applicable.
We may first provide troubleshooting assistance.
d. Incorrect item is delivered:
Notify us within 72 hours of delivery.
Provide order number and photos of the incorrect item.
You may be asked to return the incorrect item unused, sealed, and in its original packaging. Return shipping will be covered, and a small goodwill store credit will be applied to your account.
e. Product missing from shipment:
You need to notify us within 72 hours of delivery.
Provide order number and photos of the outer packaging.
We may ask for additional information to help with verification.
2. Situations Not Eligible for Store Credit or Reshipment
The following situations are outside our responsibility. If returned to sender, customers must pay for reshipping.
a. Failed Age Verification - Recipient cannot provide valid government-issued age ID.
b. Incorrect or Incomplete Address - Errors made at checkout.
c. Customer Unavailability - Delivery attempts unsuccessful or package uncollected from post office.
d. Refusal of Delivery - Customer refuses package.
e. Package Stolen - Once marked Delivered by the carrier, responsibility transfers to the customer.
f. Delivery Delayed by Industrial Action or Force Majeure - Strikes, lockouts, natural disasters, or other carrier disruptions beyond our control. Delivery proceeds once normal operations resume.
g. Buyer’s Remorse or Mistaken Orders - Change of mind or incorrect product selected.
h. Policy Abuse – Multiple unverified claims or fraudulent behaviour.
2.1 Reshipping Costs
If a package needs to be reshipped, and the case is not eligible for Store Credit or free reshipment (see 2a, 2b, 2c, 2d above), the standard fees are as follows:
Small package (under 1 kg): $40
Large package (1 kg or more): $50
These fees cover the actual costs we incur when reshipping. No additional handling fees are applied.
3. Policy Updates:
This policy may be updated periodically. Please review it regularly to stay informed of any changes.