Shipping and Returns

*Some Items Cannot Be Returned.

• For hygienic reasons, swimwear, undergarments, masks, and base layer bottoms are final sale, and cannot be returned or exchanged.
• Items inflated by mouth are final sale.
• Items 40% off or more are final sale.
• Kayaks, Canoes and Stand Up Paddle Boards cannot be returned but can be exchanged.

View our Kayak, Canoe and SUP guarantee.

• Used gear is sold as is and cannot be returned.
• Special orders are final sale.
• Onewheels are final sale.

 

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How to Return:

 

Visit us in person at our Ottawa store

Simply bring the items you want to return along with a copy of the invoice/receipt you received and our staff at the cash will be happy to help you out.

OR

Return by mail

We do not offer free return shipping so please feel free to use the courier service of your choice. Prior to sending back your goods please use this form to notify us of an incoming package. You do not need to wait for a response, you can ship your goods back right away. Package the item(s) to be returned in a box, please clearly write your invoice number (I-#####) on the box. Address to:

 

Trailhead Paddle Shack
2148 Carling Ave. Unit 4
Ottawa, Ontario
K2A 1H1

 

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Return Guidelines:

 

Return It Within 30 Days

This one’s simple. Please return your items within 30 days of the ship date.

Return New Items Only

Returned clothes and accessories must be in new, unworn condition, without any scuffs, scratches, stains, tears, odour, or hair. Where appropriate, we recommend you try on the clothes with an undergarment.

Keep the Tags On/Original Packaging

Please do not remove any tags from the item if you want to return it. If you return an item without the original hangtag attached, the return may not be processed. Items that come in a box or bag must be put back in their original packaging and the packaging must be in good condition.

Proof of purchase is required for all returns

Keep your receipts! Proof of purchase is required for all returns. When purchasing a product from our store, we strongly recommend that you ask for your purchase to be put under your name in our system. Should you lose your receipt we will have a copy on file.

Items ordered online cannot be exchanged, only refunded

Products bought through our online store cannot be exchanged. Instead, simply return the product for a refund, you are then invited to place a new order for the product that will better suit your needs.

Items bought with a gift card cannot be returned for cash

If you bought an item with a gift card you may not return for cash value. It can only be exchanged or returned for store credit.

Turn around time to see your refund

Returns by mail are received Monday to Friday. Once we receive your return we check that the product and packaging are in their original condition and then we issue a refund. Once the refund is issued it can take up to 5 business days for it to appear on your credit card statement.

Return Shipping fees

You are responsible for return shipping. We encourage customers to buy more than one size or style, try them on and return the size or style that doesn’t fit. In cases where an order is refused at the door and sent back, the full cost of shipping both ways will be deducted from your refund.

 

What Happens if I Don’t Follow the Policy?

 

If you return an item that does not meet the above guidelines, your return may not be processed and you may not be refunded. For returns by mail, we will notify you via email and offer 2 options:

1. The item can be reshipped to you at your cost
2. The item can be donated to a local shelter.

If we do not receive a response within 5 business days, we will assume you prefer Option 2.

 

Please fill out this form if you are returning goods by mail