You can start a return here.
If you are not completely satisfied with your purchase, you may return eligible items within 14 days of receiving your order.
Purchasers that opted in for checkout+ will have free returns. Purchaser that opted out are responsible for all return shipping fees for goods being returned or exchanged.
To qualify for a return, returned item must meet the return guidelines below.
If a returned item is deemed unsuitable for a return, Trailhead Kingston reserves the right to refuse the return.
Return Guidelines:
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 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.
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.
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:
- The item can be reshipped to you at your cost
- 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.
If your package was damaged by the carrier please fill out a claim here.
If you opted into Checkout+: your order is covered by package protection. If your package is lost, stolen, or damaged in transit, once approved, we'll replace the item at no extra cost (or issue a refund/store credit if it's out of stock). For damaged items, please include a photo of the damage when you file.
If you opted out of Checkout+: your order is not protected against carrier loss or damage, and we're unable to cover replacements for shipping-related issues.
Please inspect your order when it arrives and file any claim within 30 days of the delivery date.