Store Policies: Returns, Refunds & Special Orders
Part 1: General Refund & Return Policy
We want you to be happy with your purchase. Our general refund and return policy for standard, in-stock items is outlined below.
Regular Merchandise
Regular merchandise may be returned within 7 days of the date of purchase (or the date of delivery for shipped orders), provided that:
The merchandise is unopened and unused;
The merchandise is in its original packaging and in resalable condition; and
The customer provides proof of purchase.
Refunds will be issued to the original method of payment. For shipped orders returned due to a change of mind, original shipping charges are non-refundable, and the customer is responsible for all return shipping costs.
Batteries
For safety and quality assurance, batteries are final sale and cannot be returned for a change of mind.
Special-Order & Pre-Order Merchandise
Special-order and pre-order merchandise is subject to the terms of our Special Order & Pre-Order Policy (see Part 2). Where an item is eligible for cancellation or return under that policy, a 20% restocking and administrative fee applies, except where applicable law requires otherwise.
Defective, Damaged, or Non-Conforming Merchandise
If merchandise is defective, damaged, or does not conform to the purchase agreement, please contact us as soon as possible. We will assess the issue and advise you of the appropriate next steps.
Where applicable, we will assist you with manufacturer warranty claims, which will be handled in accordance with the manufacturer's warranty terms.
Nothing in this policy limits any cancellation, refund, warranty, or other rights and remedies available to consumers under applicable Ontario law that cannot legally be excluded or restricted.
Part 2: Special Order & Pre-Order Policy
Special-order and pre-order items include products custom-ordered specifically for you, as well as items purchased in advance of their official release or arrival in our regular stock. Because these items require advance allocation, custom manufacturing, or upfront vendor commitments, the following terms apply.
Payment
Special-order and pre-order items must be paid in full at the point of sale before the order is processed.
Order Confirmation & Delivery Timeframe
Upon placing a special order or pre-order, you will receive a formal written confirmation (your receipt) which serves as our agreement. This confirmation will clearly outline our business contact details, an itemized description of your items, a complete breakdown of all costs including taxes and shipping, and your estimated delivery timeframe.
Special Orders
Unless otherwise specified in writing on your receipt, the standard estimated delivery timeframe for special-order items is
2 to 4 weeks
from the date of purchase.
Pre-Orders
For pre-order items, the estimated delivery window is based on the manufacturer’s target release date. Your legal delivery timeframe begins on the stated target release date, which is subject to manufacturer schedules.
We will communicate any material changes or unexpected supplier delays to you as soon as we become aware of them.
Cancellations & Restocking Fees Because processing these orders incurs immediate, non-refundable costs (including payment processing fees, administrative labor, and vendor commitments), voluntary cancellations are restricted.
In-Store Purchases
Once a special order or pre-order is confirmed and processed in-store, any customer-initiated cancellation requested prior to the expiration of the agreed delivery window (plus applicable statutory grace periods) is subject to a
20% restocking and administrative fee
.
Online or Phone Purchases
For orders placed remotely, Ontario law provides a mandatory 7-day cooling-off period. Cancellations made within 7 days of receiving your written order confirmation are fully refundable. After 7 days, the
20% restocking and administrative fee
applies.
Statutory Rights
Nothing in this policy limits or alters any cancellation, refund, or statutory rights available to consumers under applicable Ontario law (including your right to cancel without penalty if delivery is delayed beyond legal allowances).
Defective, Damaged, or Non-Conforming Items
We stand behind the quality of the products we sell. If an issue arises, we will work directly with the manufacturer on your behalf to resolve it.
Shipping Damage & Missing Items
Please inspect all packaging and goods immediately upon receipt. Any visible transit damage, box damage, or missing components must be reported to us within
3 calendar days (72 hours)
of delivery. Please include proof of purchase and photographs of the damage so we can file a carrier claim.
Manufacturing Defects
If an item exhibits a hidden manufacturing defect or mechanical failure after your initial inspection, please notify us as soon as possible with details and visual proof of the issue.
Resolution & Warranty Process
Primary Remedy
For damaged or defective goods, our primary remedy is to provide
replacement parts
or exchange the product for a
full item replacement.
Warranty Support
Where an item is covered by a manufacturer’s warranty, we will manage and submit the warranty claim on your behalf to obtain the necessary parts or replacement.
Customer Acknowledgement
By placing a special order or pre-order, you acknowledge that the product is being brought in specifically for you or allocated in advance, that estimated delivery timeframes are based on supplier schedules, and that voluntary cancellations are subject to the 20% restocking and administrative fee as outlined above.
Applicable statutory rights under Ontario law—including any rights relating to late delivery, implied conditions of merchantability, or defective goods—are not affected by this policy.