We will not accept any returns which have not been assigned an "RMA #" (Return Merchandise Authorization number) by us. Please read on.
Orders Damaged in Transit
Please open your order immediately in the presence of the shipper. If you receive an order that has been damaged, please fill out a damage claim form with the shipper and then contact us at once (please let us know a few of the details about the order and include your original "Order #" so we can look back into our records). Please retain all original packing materials and container provided - they may be needed for inspection by the shipping company. We will inform you on how your order will be replaced.
Damages must be reported within 48 hours of receiving shipment.
Incorrect Orders
If we have inadvertently sent you the wrong product(s), we apologize! Please contact us at once to obtain an incorrect order RMA # (please let us know a few of the details about the order and include your original "Order #" so we can look back into our records). Once we have sent you an RMA # (by e-mail), just send the incorrect product back to us.
IMPORTANT: If you are in the USA, when mailing the package back, make sure to mark the package as 'CANADIAN GOODS RETURNING' and please declare a minimal value of CAD$5.00. This helps avoid any unnecessary brokerage fees charged (by Canada Customs) when these products come back into Canada. Any brokerage fees incurred, due to failure to declare the value as CAD$5.00, will be charged back to the customer. Please ship back as 'surface' (ground) service to help reduce costs. Do not insure the package for any amount over CAD$5.00 because that will nullify the CAD$5.00 declaration (above). Do not mark the package as 'Fragile' - that just gives the shippers a target!!
Please see our 'Contact Us' page for our address.
You will be reimbursed for the cost of returning the product to us (by 'surface') and you will not be charged for the shipping costs to get the correct product back to you. To insure that your return makes it back to us intact, please re-wrap the product(s) carefully, to make sure they don't get damaged during transit.
Defective Product
If the product you receive is defective, we truly apologize! Please contact us at once to let us know what the problem is. We will then issue you a defective product RMA # (please let us know a few of the details about the order and include your original "Order #" so we can look back into our records). Once we have sent you an RMA # (by e-mail), just send the defective product back to us.
IMPORTANT: If you are in the USA, when mailing the package back, make sure to mark the package as 'CANADIAN GOODS RETURNING - DEFECTIVE GOODS' and please declare a minimal value of CAD$5.00. This helps avoid any unnecessary brokerage fees charged (by Canada Customs) when these products come back into Canada. Any brokerage fees incurred, due to failure to declare the value as CAD$5.00, will be charged back to the customer. Please ship back as 'surface' (ground) service to help reduce costs. Do not insure the package for any amount over CAD$5.00 because that will nullify the CAD$5.00 declaration (above). Do not mark the package as 'Fragile' - that just gives the shippers a target!!
Please see our 'Contact Us' page for our address.
You will be reimbursed for the cost of returning the product to us (by 'surface') and you will not be charged for the shipping costs to get a non-defective product back to you.
Orders Unwanted
Because of our No Risk, 100% Unconditional Money-Back Guarantee, if you are not completely satisfied with your order, you may return it for a refund, a credit, or an exchange of equal value from other products available on our website. The return of custom and made-to-order products is subject to the prior approval and "returned goods policy" of the manufacturer (our vendors). Note: Due to obvious hygienic reasons, there is no return on apparel that has been worn. Due to obvious hygienic reasons, there is no return on Moose Mugs products that have been used.
If you wish to make a return, simply contact us at once to obtain an unwanted order RMA # (please let us know a few of the details about the order and include your original "Order #" so we can look back into our records). Once we have sent you an "RMA#" (by e-mail), just send your return back to us. We will not accept any returns which have not been assigned an RMA #.
IMPORTANT: If you are in the USA, when mailing the package back, make sure to mark the package as 'CANADIAN GOODS RETURNING' and please declare a minimal value of CAD$5.00. This helps avoid any unnecessary brokerage fees charged (by Canada Customs) when these products come back into Canada. Any brokerage fees incurred, due to failure to declare the value as CAD$5.00, will be charged back to the customer. Please ship back as 'surface' (ground) service to help reduce costs. Do not insure the package for any amount over CAD$5.00 because that will nullify the CAD$5.00 declaration (above). Do not mark the package as 'Fragile' - that just gives the shippers a target!!
Please see our 'Contact Us' page for our address.
After we receive your return intact, we will gladly issue you (your choice of) a refund, a credit, or an exchange of equal value from other products available on our website, for the total product purchase price of the returned order. The shipping cost of returning unwanted orders is the responsibility of the customer.
Note: Unfortunately, we cannot reimburse you for the original shipping charges.
Please note: For those items marked as 'FREE SHIPPING', the shipping costs, incurred by CanadianMoose.com, for the original shipment to the customer, will not be reimbursed. This is especially important in the case of unwanted Moose Mugs being returned to CanadianMoose.com.
To insure that your return makes it back to us intact, please re-wrap the product(s) carefully, to make sure they don't get damaged during transit.