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Shipping & returns

Shipping and Return Policy for Smoosh Inc

Shipping Policy:

  1. Order Processing: 1.1. We strive to process and ship orders as quickly as possible. 1.2. Orders are typically processed within 1-2 business days after payment confirmation, excluding weekends and holidays. 1.3. Please note that certain products may have longer processing times due to customization or availability.

  2. Shipping Methods and Rates: 2.1. We offer shipping through reputable carriers to provide reliable and secure delivery of your orders. 2.2. The available shipping methods and rates will be displayed during the checkout process. 2.3. Shipping costs are calculated based on the destination, weight, and dimensions of the package.

  3. Delivery Timeframes: 3.1. Estimated delivery timeframes are provided based on the selected shipping method and the destination. 3.2. While we make every effort to ensure timely delivery, please note that delivery times may vary depending on external factors beyond our control, such as customs clearance procedures, weather conditions, or carrier delays. 3.3. We are not liable for any delays in delivery once the package has been transferred to the carrier.

  4. Tracking: 4.1. Once your order has been shipped, you will receive a shipping confirmation email containing a tracking number. 4.2. You can track the progress of your shipment using the provided tracking number on the carrier's website.

  5. Shipping Restrictions: 5.1. We currently ship within Canada only. 5.2. Please ensure that the products you are ordering comply with the laws and regulations of your country or region. 5.3. We are not responsible for any customs duties, taxes, or fees imposed by your country's customs authorities.

Return and Refund Policy:

  1. Return Eligibility: 1.1. Due to the nature of our products, we generally do not accept returns or exchanges unless the product is defective, damaged, or an incorrect item was shipped. 1.2. To be eligible for a return, your item must be unused, in its original packaging, and in the same condition as when you received it.

  2. Return Process: 2.1. If you believe you have received a defective, damaged, or incorrect item, please contact our customer service within 7 days of receiving your order to initiate the return process. 2.2. To facilitate the return, we may require you to provide photographs or other evidence of the issue. 2.3. Our customer service team will guide you through the necessary steps and provide you with the return shipping address.

  3. Refund or Replacement: 3.1. Once we receive and inspect the returned item, we will notify you of the status of your return. 3.2. If your return is approved, we will offer one of the following options: a) Refund: A refund will be issued to the original payment method used for the purchase. b) Replacement: If the same item is available, we can ship a replacement to you free of charge.

  4. Non-Returnable Items: 4.1. For hygiene and safety reasons, certain items cannot be returned unless deemed defective or damaged upon arrival. These items may include, but are not limited to, intimate apparel, personal lubricants, opened/unsealed items, and items with a protective seal that has been removed.

  5. Return Shipping Costs: 5.1. If the return is due to a defective, damaged, or incorrect item, we will cover the return shipping costs. 5.2. If the return is not due to an error on our part, you will be responsible for the return shipping costs.

  6. Refund Processing Time: 6.1. Refunds will be processed within 4 business days of receiving and approving the returned item. 6.2. Please note that the time it takes for the refunded amount to be reflected in your account may vary depending on your payment provider.

If you have any further questions or require assistance regarding our shipping and return policy, please contact our customer service.