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RETURNS, EXCHANGES AND REFUNDS
The following terms were modified on May 16, 2016.
The policies described below are subject to the official conditions found in the sections "Warranty, returns, and exchanges" and "Special Conditions", of our Purchasing terms. We suggest that you also consult these sections.
PROPER METHOD FOR RETURNS BY CANADA POST
How should I return a product which was shipped by Canada Post?
Contact us at [email protected] or call us at 1-800-363-0531, weekdays from 9:00 to 4:30 EST. We will email one or more return labels to you which you can simply print and stick onto the box(es) to be returned.
If you are returning more than one box, Canada Post will require one label per box. Bring the box(es) to the nearest Post Office.
What procedures do I follow if I receive a Canada Post label by email?
You will receive an email from [email protected] with a subject line "Post Canada Delivery Label". This email will include a Post Canada label and a tracking number. Please note that the email might be deleted by your Internet access server before you have had the chance to see if the configuration for junk mail is programmed to remove. To ensure that you receive the label(s), please add [email protected] to your address book or list of secure senders.
You have up to 10 days to print Canada Post label(s). If you have more than one item or parcel, you will receive several emails, each one containing a label.
Later, you can bring the item(s) to the nearest Post Office, with a label attached to each parcel.
PROPER METHOD FOR RETURNS BY COURIER OR TRANSPORT
How should I return a product which I received by a courier or transport other than Canada Post?
After notifying our customer service at [email protected], or by calling 1-800-363-0531, weekdays from 9:00 to 4:30 EST, a transport carrier will contact you to arrange a date and time for pick-up.
The item must be packaged and ready for pick-up at the same location where it was delivered.
Are there any specific guidelines to follow when returning more than one article or parcel?
Each article must be packaged and returned in its original shipping container (Consult sections "Warranty, Returns and Exchanges" and "Special Conditions" to learn about the policies relating to our Purchasing terms). When several items are to be returned at the same time, please ensure that the appropriate return documents are enclosed with each parcel. The labels you receive will include a product number that corresponds to the product to be returned.
The packaging and product are damaged, what should I do?
Notify customer service at [email protected] or by calling 1-800-363-0531, weekdays from 9:00 to 4:30 EST, to report the damage.
If the product was delivered by Canada Post, you must keep the product in the original packaging and bring it to the nearest Post Office.
My parcel has been lost, what should I do?
Contact customer service for help at [email protected] or by calling 1-800-363-0531, weekdays from 9:00 to 4:30 EST.
When can I expect to receive my refund?
We will reimburse the total purchase price of the item, including taxes, as soon as we receive confirmation that the item has been returned. Certain costs incurred when returning the product may be deducted on the refund (Consult sections "Warranty, Returns and Exchanges" and "Special Conditions" to learn about the policies relating to our Purchasing terms).
If you have any questions or concerns regarding the return of an item purchased online at boutique.simacanada.ca, please contact customer service for help at [email protected] or by calling 1-800-363-0531, weekdays between 9:00 to 4:30 EST, to get help.