Returns & Refunds Policy
Hi friend! 💛 Every Paige Poutine goodie is illustrated, cut, and packed with love. We hope your happy mail makes you smile, but if something’s not quite right, here’s the straightforward scoop:
💌 When Refunds or Replacements Happen
- Damaged or Defective Items → If something shows up banged up or not working as intended, email us within 7 days of delivery. We may ask for photos (so we can learn what went wrong and show our printer “the evidence”). Then we’ll either send a replacement or refund you.
- Incorrect or Missing Items → Did you get a Sticky Pete when you ordered Flicks? Oops! Let us know within 7 days of delivery and we’ll fix it faster than a Canadian apologizing.
- Made-to-Order Apparel & POD → Since these are made just for you, we can’t take them back unless there’s a printing error or defect.
🚫 Things We Can’t Take Back
Unless they arrive damaged or defective, these are final sale:
- Custom/personalized orders
- Digital downloads
- Perishable goods (don’t worry, no actual butter tarts in the mail… yet 🍁)
📦 Returns (if you’re really not happy)
If your order isn’t excluded above, here’s how returns work:
- Reach Out → Email us within 5 days of delivery.
- Ship It Back → Items must be back in the mail within 7 days of delivery in their original condition.
- Shipping Costs → You cover return postage (tracked shipping is highly recommended).
- Refunds → Refunds cover the product price only. Original shipping is non-refundable.
🔄 How Refunds Work
- Email us → hello@paigepoutine.com with your order number, the issue, and (if needed) photos.
- We’ll reply → with next steps or return instructions.
- Refunds → Once items are back and checked over, we’ll confirm. Approved refunds go back to your original payment method. Banks can be a little slow — it may take 5–10 business days to show up.
⏳ Pre-Orders
- Pay Upfront → Pre-orders are paid in full at checkout.
- Estimated Dates → We’ll post estimated shipping times, but please note: sometimes delays happen (production hiccups, shipping lags, moose on the road, you get it).
- Mixed Orders → If you buy pre-order + in-stock goodies together, everything ships once all items are ready. Want in-stock items sooner? Place a separate order.
- Cancellations → You have 24 hours to change your mind on a pre-order. After that, they’re locked in unless damaged or defective.
❌ Cancellations
- Regular orders → Can be cancelled only if we haven’t started processing.
- Pre-orders → 24-hour window only.
- Once items are in production or shipped, cancellations aren’t possible.
🌍 International Orders
- Customs/Duties/Taxes → Buyers cover these in their country.
- US Orders → Duties/fees will be collected at checkout so you won’t get surprise charges later.
- Customs Delays → Sadly, we can’t control how long packages sit at the border (but we’ll cross our fingers for you).
🚫 No-Refund Situations
We won’t issue refunds for:
- Change of mind on custom or POD apparel once production starts.
- Pre-orders cancelled after the 24-hour window.
- Items returned used, damaged, or not in original condition (unless defective).
- Requests made outside the 7-day delivery window.
🕒 Haven’t Seen Your Refund Yet?
- Double-check your bank or card account.
- Give it 5–10 business days.
- Still nothing? Email us at hello@paigepoutine.com and we’ll sort it out.
📬 Lost Packages
Once I hand your order to Canada Post, delivery times are out of my paws (Flicks refuses to paddle every canoe across the country 😅).
- Canada shipping: 1–5+ weeks
- A package is considered “lost” if it hasn’t arrived after 30 days.
If that happens, send me a message and I’ll help track it down or figure out next steps.
🙅 Change of Mind
Sorry, no refunds if you simply don’t want an item anymore. (Flicks says “ouch, my feelings!” 🦊💔) Please double-check your cart before checkout.
🏠 Incorrect Address
If your order bounces back because of an incorrect address at checkout, you’ll be responsible for reshipping fees.