Returns

***Update May 14, 2020***

We are extending our return period and will be accepting returns for 2 weeks following the store's re-opening. If you require reimbursement faster you can return your items by mail using the procedure and form below.

Your satisfaction matters to us, we accept returns within two weeks for a full refund and within 30 days we will issue store credit*.

*Some items are not returnable
  • For hygienic reasons, swimwear and undergarments are final sale, and cannot be returned or exchanged.
  • Items inflated by mouth are final sale.
  • Kayaks and Stand Up Paddle Boards cannot be returned but can be exchanged
  • Climbing equipment is final sale

How to Return:

Visit us in person at the shop in Kingston ON

Simply bring the items you want to return along with a copy of the invoice/receipt you received, and all tags/boxes and our staff will be happy to help you out.

OR

Return by Mail

We do not offer free return shipping so please feel free to use the courier service of your choice. Prior to sending back your goods please use this form below 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 Kingston
262 Princess St.Kingston, ON
K7L 1B5

 

Return Guidelines:

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.

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. 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 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:

  1. The item can be reshipped to you at your cost
  2. 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.

 
Please fill out this form if you are returning goods by mail and specify the reason for the return and please reference your order number in the message box. We will get back to you immediately to let you know we are expecting your parcel(s)