Refund policy

We have a 30-day return policy on Canadian purchases only. This means you have 30 days after receiving your item (ordered to a Canadian address) to request a return. US orders are only eligible for return in cases of product defects or seller mistakes.

As a small independent maker it unfortunately isn't possible to offer a free return policy like you'd find at Amazon or any of the online giants. With exceptions for issues regarding product defects or seller mistakes, all shipping costs associated with an order and any subsequent return are not eligible for refund.

Accepted returns will be eligible for refunds of only the original product costs (not shipping fees). Additional return shipping expenses will be deducted from the amount refunded.

To be eligible for a return, your item must be in the same condition that you received it, unworn and unused. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at orangecatpacks@gmail.com. Please note that returns will need to be sent to Hamilton, ON.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at orangecatpacks@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If we've sent you the wrong item, or if you find significant cosmetic or functional issues with your purchase we will cover any shipping costs associated with correcting your issue. (Canada AND USA)

In cases of defects or damages we reserve the right to either send a comparable replacement or refund your order. In cases where a refund is offered we will also refund the initial shipping costs associated with the defective item. If we choose to send you a replacement, the shipping costs for that replacement will be covered by us.

Refunds and replacements for reasons of defects or damages do still require the return of the item in question.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on clearance items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Returns that do not fall under Damages, Defects, or Seller Mistakes

If more than 15 business days have passed since we’ve approved your return, please contact us at orangecatpacks@gmail.com.