Returns & Exchanges

Returns

We only accept returns within 21 days of purchase.

To be eligible for a return, your item must be unused/un-opened and in the same condition you have received it. It must also be in its original packaging.

You will be responsible for paying for your own shipping costs for returning your item. Return shipping costs are non-refundable.

Several types of goods are exempt from being returned. Perishable goods such as food cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids.

Additional non-returnable items:

  • Gift cards
  • Some health and personal care items

To complete your return, we require that you contact us with you order details (Name, Order #, Date of purchase) & reason for return.

There are certain situations where partial/full refunds are granted (if applicable):

  • Any item not in its original condition, is damaged, or missing parts for reasons not due to our error.
  • Any item that is returned more than 21 days after delivery

Returns can be mailed to:

  • 1400 - 90 Burnhamthorpe Road West
  • Mississauga, Ontario CA
  • L5B 3C3

Refunds (if applicable)

  • 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 certain amount of days - typically 5 to 8 business days.
  • In some cases, you may be charged 15% restocking fees where applicable.

Late or missing refunds

  • If you haven’t received a refund yet, first check your bank account again.
  • Then contact your credit card company, it may take some time before your refund is officially posted.
  • Next contact your bank. There is often some processing time before a refund is posted - typically 5-8 business days.
  • If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@countonusstore.com


Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (If Applicable)

Please note that we do not offer exchanges when you return online purchases. We only replace items if they are defective or damaged. 

For a replacement (where applicable), please email us first at customerservice@countonusstore.com

Mailing address for replacement (if applicable):

  • 1400 - 90 Burnhamthorpe Road West
  • Mississauga, Ontario CA
  • L5B 3C3

Gifts

  • If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
  • If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.


Note before shipping returns:

  • To return your product, you should mail your product to: 1400 - 90 Burnhamthorpe Road West, Mississauga, Ontario CA, L5B 3C3
  • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
  • Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
  • If you are returning an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item without a shipping proof.