Email, Returns, Refunds and Exchanges
By placing an order you are consenting that Digital Canoe Inc be allowed to communicate with you through email, phone or fax for the purpose of verifying and completing your order.
Before returning a product you must have an RA# (Return Authorization number). Please email us your request for an RA# specifying the reason for the return. If this is a damage or warranty issue we must have detailed photos emailed to us before we will issue an RA#.
All items sold carry the manufacturer's warranty, for all warranty and repair issues, please contact us so we may direct you to the appropriate manufacturer.
When you have a RA number please ship the item back to the address we provide with the RA number, using an insured
and track able ground shipment method such as Canada Post Express Post. Unfortunately, we can not be responsible for packages that are
lost in transit or damaged due to poor re-packaging.
Once we receive the item in its original box and verify it is undamaged and in sale able condition, we will issue a refund. Sale able condition means the item must not show any signs of abuse, misuse, modification, dents, scratches or damage. We cannot issue a refund on any item that cannot be resold as new. Please note that the price of item(s) and taxes will be refunded however shipping will not be refunded unless an error occurred on our part.
Returns, refunds, order cancellations and exchanges will be subject to a 20% restocking fee.
NO Refunds or Exchanges on Sale items or DVD's.
Any current production knife, sword, etc.. not displayed on the website can typically be purchased as a special order. This popular special order option for hard to find items will required a 30% non-refundable deposit in advance and will be subject to a 30% restocking fee.
We can not accept returns for a refund after 15 days of you receiving your product. We will accept exchanges for up to 30 days of you receiving your product.
Returns without an RA number, for any reason, will not be accepted for a refund or exchange. Also, returns of item(s) which have been specially ordered for you (items not displayed on the website), or large volume purchases will not be accepted for a refund or exchange. Please contact the owner to arrange a special return agreement before ordering any item(s) which have been specially ordered for you, or volume purchases.
During the Christmas period (the month of December) we have extended our returns policy. However, all requests for returns in the month of December will NOT be processed until January.
Bank Alert - When we issue a refund or even if your order is declined the banks/credit card companies are NOT returning the money back to your account for 7-10 business days. Since we don't have your money and the banks have it, there is nothing we can do to have them release your money faster.
If a Client would like to exchange a product due to a change in their original choice/order, the item is to be kept with its original box and packaged well for return to us,
using an insured and track able ground shipment method such as Canada Post Express Post (at their own expense).
After the original item is received in good order. A new item may be shipped out provided that any difference in price is paid and new shipping fees are paid.
If you believe your item was damaged in shipping or initially defective, upon receipt of the item we will examine it.
If it was damaged in shipping or initially defective, we will reimburse your cost of shipping the item back and offer you either a new item
or a full refund without any restocking fees. However, if the item damaged or defective after any usage we will have to direct you to the
manufacturer for warranty.
Please note the rate we reimburse shipping costs if item is damaged or defective, will be no higher than the rate we charge our customers for shipping.
Why Restocking Fees
Accepting returns or canceling orders in progress is a costly business. Many companies no longer accept returns under any circumstances because returns result in losses for the company. Restocking fees are applied by companies on returned products to try to keep costs and prices down when dealing with the return of items. There are many costs associated with processing a return. When customers buy something and return it, the company has to deal with very real costs to handle the return.
Because returns require the attention and ongoing intervention of a customer representative, the cost of human intervention is immediately costly. All credit card service providers also automatically charge transactions fees to companies for customer purchases as well as customer returns. There are very real costs to a company for accepting and processing returns from the credit card service providers. There are also costs associated with shipping departments receiving goods, verifying their resale ability and then placing them back into inventory.
Returns can seriously impact the prices that consumers now pay for their retail goods and services. Many consumers claim that returns are a cost of doing business and that the company should just absorb them and deal with them. Companies that do not charge a restocking fee to handle the cost of returns, they don't "absorb" the costs, they pass this along to other customers.
When you buy from a company that has no restocking fees, everyone is paying for returns that a company handles through hidden or indirect costs or much higher prices.
Most reputable vendors will charge restocking fees for the return items, because if they do not, they cannot offer competitive prices.