Shipping policy
Pilton Canada Shipping, Return, and Exchange Policy
Shipping
All orders are subject to product availability. All orders will be processed within 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. Shipping costs for your order are based on the weight of your order and the delivery method and will be calculated and displayed at checkout.
Return
At Pilton Canada we value our customers more than anything. We have a 15-day return policy, which means you have 15 days after receiving your item to request a return. If you’re unhappy with any product, you can return it to us! For refunds, all items bought from Pilton Canada returned within 15 days from the day of receiving are eligible for a full refund.
Please note shipping cost may not be covered for returns.
To be eligible for a return and refund, your item must be in the same condition that you received it, unworn or unused, with tags (if applicable), and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at customerservice@pilton.ca.
If your return is accepted due to manufacture issue, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not Canada, shipping may take longer than expected.
You can always contact us for any questions regarding return and exchange at info@pilton.ca.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate and correct the issue.
Certain types of items cannot be returned, like perishable/consumable goods, custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we don’t accept returns on sale items or gift cards.
Exchanges
You have 30 days from the date of purchase to initiate an exchange. To initiate an exchange, please first contact our customer service team by sending an email to customerservice@pilton.ca to indicate your request for exchange. Items returned must be in their original condition, unworn and undamaged, along with any packaging, tags, or accessories that came with the item.
- If the exchange is due to a product defect, manufacturing damage, or if you received the wrong item, we would provide a pre-paid shipping label for you to exchange. Please contact our customer service team to report the issue along with your proof of purchase, and we will provide you with exchange details accordingly. Please note we would inspect on any returned product before issue an exchange; if the exchange is not initiated by the above-mentioned reason, please see below.
- If the exchange is for reasons other than defects or incorrect items, such as a change of mind or an error on the part of the customer, the customer will be responsible for covering the shipping costs to send the item back to us. Detailed exchange information will be provided by email.
We will notify you once the exchange has been processed and when your new item is on its way. We are committed to ensuring a smooth and hassle-free exchange process. Please contact our customer service team by sending an email to customerservice@pilton.ca if you have any questions or concerns.
Refunds
We will notify you once we’ve received and inspected your return to let you know if the refund was approved. You’ll be automatically refunded on your original payment method within 15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
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