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Policy
No exchange or refund will be accepted on sale items/clearance and liquidation items.
Due to hygienic reasons, all socks, and face masks are considered final sale items, and will not be accepted for a return or refund.
The same policy applies to all of our shoe care products, including insoles.
*Ice grips can be exchanged in-store or by mail at your own cost, we will reach out to you to discuss shipping costs.*
You have 15 days to contact us concerning the return after you have received the product.
All orders being returned from a U.S.A. address, we are not responsible for return shipping charges and custom charges-this must be paid by you. Please follow all steps below to complete your return or exchange request.
Merchandise purchased online can be returned to the store or by mail (postage at your own expense). The returned items have to be in their original state, without any sign of use, and in their original packaging. They have to be sent back with a return authorization number and a copy of your invoice. Please note that any damaged items will not be refunded or exchanged.
No returns will be accepted without prior authorization.
Procedure to follow to return and exchange a purchase:
- To return your purchase to the store, you must bring the email with the return authorization number and a copy of your invoice when you come to our store.
- If you need to exchange the size please contact us by phone or email first. This way we can reserve the size you need, and it will be ready for you at the store.
- Please do not go to the store before we have confirmed with you that the item is ready.
- If you need to exchange the size please contact us by phone or email first. This way we can reserve the size you need, and it will be ready for you at the store.
- To return your purchase by mail, please visit our online store and sign in to your account to make a return request.
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- Afterward, download and print the document that is attached to your return email, as you will need to put it on your parcel. Don’t forget to indicate your contact information and your authorization number.
- We also recommend enclosing a copy of this email and a copy of your invoice with your shipment to allow the return to be processed as quickly as possible.
- It is very important to put the returned items in a box or to pack them properly. If you return your purchase without any packaging and/or with mailing labels affixed to it, we reserve the right to refuse your return.
- Remember that the shipping fees to return the merchandise are at your own expense. All exchanges done by mail will be charged a $12 plus tax shipping fee.
- Once we receive the parcel, we will process your return as agreed with customer service.
- If the item is in good condition, a refund of the amount of the returned item will be applied to the credit card used for the original transaction.
- The repayment terms may vary depending on the issuer of the credit card.
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No merchandise will be accepted without prior authorization. Once you get your return number, you can ship back your parcel with the company of your choice to this address.
For any additional information or questions, do not hesitate to get in touch with our customer service at [email protected] or by phone at (514) 521-0820 (from Monday to Friday 8:30 am-4 pm) extension #229.