Your satisfaction matters to us, we accept returns within 30 days for a full refund*.
*Some Items Cannot Be Returned.
- For hygienic reasons, swimwear, undergarments, 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.
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.
Return by mail
Prior to sending back your goods please use this form to notify us of an incoming package. 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
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, odor, 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 hang tag 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! A proof of purchase is required for all returns. When purchasing product from our store, we strongly recommend that you ask for your purchase to be put under your name in our system. Should you loose 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 can 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.
For all international orders, please note that you are responsible for customs charges, taxes, duties and all other fees associated with the return. Contact your courier for details about the fees that may be incurred when shipping internationally. If you are shipping the return from the United States we suggest the United States Postal Service (USPS), because their fees are usually the lowest.
Additional fees charged at the border are usually paid at the receiving end. We therefore will deduct those fees, if any, from your reimbursement.
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. Customers that received free shipping who choose to return their entire order (not keeping a single item) will be charged a $15 fee to cover the cost of shipping the items to you. 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 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:
- The item can be reshipped to you at your cost
- The item can be donated to a local shelter.
Please fill out this form if you are returning goods by mail