At Up, one of our main goals is to deliver happiness and enjoyment to Canadians, so if you don’t love one of our products, please tell us! Send and email to firstname.lastname@example.org within 30 days of your purchase that includes the reason for your return and we will be happy to remit your account for the full amount of your purchase, minus shipping. If the product is unopened, we will happily exchange it for another Up product.
To return or exchange a product, please send an email to email@example.com and we will provide a return authorization and mailing information. We recommend that your return or exchange is sent via Canada Post or Purolator for your protection and to insure prompt delivery. We're sorry, but shipping fees are non-refundable. You will be responsible for paying for your own shipping costs when returning your item.
missing or damaged packages
If your package was damaged during shipment, save the box and merchandise and notify us immediately at firstname.lastname@example.org. We will arrange for the product to be picked up for inspection and the damaged package and items will be replaced.
If your package is missing, we will start an investigation with Purolator, and take the required steps to find your package. This process takes approximately 2-3 business days. You can help to expedite the process by contacting Purolator at 1 (888) 744-7123 and providing your tracking number and other relevant information.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 5-10 business days.
Only full-priced items may be refunded. Unfortunately, we do not issue refunds on discounted items.