Our primary goal is to make sure you are satisfied with your purchase. We understand that problems can occasionally occur, and we will work with you to find an appropriate solution.
Standard, non-custom products may be returned within 30 days of delivery.
To qualify for a return, the product must:
To request authorization, please complete our Product Return form. We will review your request and provide the correct Canadian return location.
If the return is due to an ordering error, change of mind or incorrectly selected product, the customer is responsible for prepaid return shipping.
Please do not send a product back before receiving return instructions. Returns sent to an incorrect location may be delayed or refused.
If a product arrives damaged, defective or different from what you ordered, please contact us as soon as possible.
Email us with your order information, a description of the issue and, whenever possible, photographs showing the problem. We will review the situation and arrange an appropriate repair, replacement or refund.
When Online Supply confirms that a product is damaged, defective or was supplied incorrectly, the customer will not be responsible for the approved return shipping cost.
Custom-made and made-to-order products cannot be returned unless they are defective or were manufactured incorrectly.
Non-returnable custom products include, but are not limited to:
Please carefully confirm all measurements, specifications and product selections before ordering a custom or made-to-order product.
We do not process direct exchanges. When an approved return is received and refunded, you may place a new order for the correct product.
Approved refunds are normally processed within 7 business days after the returned product has been received and inspected.
Refunds are issued to the original payment method. Depending on your financial institution, additional processing time may be required before the credit appears on your account.
Original shipping charges are not normally refundable unless the return results from a damaged, defective or incorrectly supplied product.
If an international order is refused because tariffs, duties, taxes or other import charges were not paid, the shipment may be returned at the customer’s expense or considered abandoned.
Any return freight, brokerage, duties or other costs incurred may be deducted from an eligible refund. No refund will be issued for an abandoned package.
Please contact us before returning a product if you are unsure whether it qualifies. Our goal is to resolve concerns fairly and make sure you have a positive experience with Online Supply.