Returns & Shipping
1. Returns
1.1. Returns or Exchange Process
To initiate your return or exchange, contact our Customer Support staff at support@plustens.com within 30 days of delivery. Please do not send your purchase back to the manufacturer.
1.2. Plustens Mailing Address
To return or exchange your products, you should mail your products to Plustens Fulfillment & Returns Centre:
2967 Dundas St. W, #917, Toronto, ON, M6P 1Z2, Canada
1.3. Returns or Exchange Timeframe & Condition
Our return policy lasts 30 days. If 30 days have gone by since your product delivery, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
We only exchange items if they are defective or damaged. In this case, we can exchange your product for the same item (subject to stock availability).
1.4. Refunds for Gifts
If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
1.5. Customer Return Shipping
Return shipping will be paid at the customers expense and will be required to arrange their own shipping. Plustens will refund the value of the goods returned, but will NOT refund the value of any shipping paid.
1.6. Returns or Exchange Approval, and Credit to your account
Once your return or exchange is received and inspected, we will send you an email to notify you that we have received your returned item. Then, a credit will automatically be applied to your credit card or original method of payment, within 5-10 business days.
1.7. For Late Refunds or Exchanges
If you haven’t received a refund within 5-10 business days, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this, and still have not received your refund, please contact us at support@plustens.com.
1.8. Shipping Insurance for Returns & Exchanges
If you are returning an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
1.9. Other
Additional non-returnable items: Gift cards
2. Shipping
2.1. Shipping Costs
Shipping costs are calculated during checkout based on a flat-rate fee, for both domestic and international shipments. Payment for shipping will be collected with the purchase, as stated during checkout.
2.2. Delivery Time
In general, domestic and international shipments are in transit for 12-20 business days. In extended cases for delivery to rural regions, please allow for 8-10 additional business days.
2.3. Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation. Email our team at support@plustens.com
2.4. Order Tracking Notifications
Upon dispatch, customers will receive a tracking code from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider. Enter your tracking code on this website to see your order delivery status: https://global.cainiao.com//
2.5. Change of Delivery Address
For change of delivery address requests, please email our customer service at support@plustens.com. we are able to change the address at any time before the order has been dispatched.
2.6. Parcels Damaged in Transit
Upon receiving your product, If you find a parcel is damaged in-transit, please email our customer service at support@plustens.com
If the parcel has been delivered without you being present for pickup, please contact courier provider directly to schedule a pick-up / re-delivery date.
2.7. Order Cancellation
If you choose to cancel your order, we are able to accept cancellations before the order has been dispatched. If an order has already been dispatched, please refer to our Refund Policy stated above.
2.8. Other
For all other customer service enquiries, please email us at support@plustens.com