Returns – Refunds – Exchanges
Items will only be accepted for return if shipped within 30 days of purchase from Totally ADD (the date of purchase is the date shown in your Purchase Confirmation Email).Return – Refund – Exchange Shipping/Handling Fees
Totally ADD does not pay for/reimburse costs associated with packaging, delivery, government duties/taxes, or border clearance fees for returns, refunds, or exchanges. We also do not refund in whole or part the original shipping and handling fees.Condition of Merchandise
Some items cannot be returned if they are opened, including DVDs and CDs.
Items must be in their original, unused condition. Merchandise that has been worn, used, or altered will not be accepted for return or exchange.
The only exceptions to this policy will be:
- if there is a defect with the item which can be attributed to the manufacturer
- in cases where an item was shipped in error by Totally ADD (and we’re really sorry if that happened!)
If your clothing item is in ‘like new’ condition, you may exchange the item for a different size or color (where available). You will not be subject to a restocking fee in this case, but you still will have to pay return Shipping and Handling fees.
With the exception of merchandise sent back for Exchange, all items are subject to a 15% restocking fee. The amount will be deducted from your refund.RETURN PROCESS Documentation
In order for a return, refund, or exchange to be accepted and processed, the following MUST accompany the item(s) in the return package:
- Copy of the original Purchase Confirmation Email (please keep the original for your files). This is important as it contains the information necessary for us to locate your original order and refund any amounts owing to your credit card or PayPal account.
- Purchaser’s first and last name, address (street, city, province/state, country, postal/zip code), and email address and/or phone number.
- The item must have paid postage on it. Do not return an item without paying for postage first as we will not accept parcels that require that the postage be paid on return.
We will only contact a Purchaser in cases where additional information is required to process the return, refund, or exchange and personal information will never be sold, shared, or in any other way distributed to third parties for commercial purposes.
- A brief note, signed by the Purchaser, which explains the reason for the return, refund, or exchange.
- For exchanges, please indicate what the original item should be exchanged for. If an item sent for exchange has a lower value than the replacement item (plus any restocking fee charged, see above for details), Totally ADD will refund the difference.
Mail your returned item to:
ATTENTION: RETURNS DEPARTMENT
470 Norfolk St. N. PO Box 22004
Canada N3Y 3P0Processing Time-frame
As with your original purchase, we work very hard to process your return or exchange within 48 hours of receiving your merchandise. As soon as we process your order we will send you a Refund/Exchange Confirmation email with the following information:
- date your return/exchange was processed
- itemized list of items returned/exchanged
- for refunds, amount refunded to your credit card or PayPal account including associated restocking fees deducted from the original price of the merchandise
- for exchanges, itemized list of replacement merchandise and date it will be shipped to you