Returns

Your satisfaction matters to us, we accept returns within 30 days for a full refund*.

*Some Items Cannot Be Returned.
  • For hygienic reasons, swimwear, undergarments, and base layer bottoms are final sale, and cannot be returned or exchanged
  • Items 40% off or more are final sale.
  • Kayaks, Canoes and Stand Up Paddle Boards cannot be returned but can be exchanged. View our Kayak, Canoe and SUP guarantee.
  • Used gear is sold as is and cannot be returned.
  • Special orders are final sale.

How to Return:

Visit us in person at our Ottawa store

Simply bring the items you want to return along with a copy of the invoice/receipt you received and our staff at the cash will be happy to help you out.

OR

Return by mail

Prior to sending back your goods please use this form to notify us of an incoming package. Package the item(s) to be returned in a box, please clearly write your invoice number (I-#####) on the box. Address to:

Trailhead Paddle Shack
2148 Carling Ave. Unit 4
Ottawa, Ontario
K2A 1H1

Return Guidelines:

Return It Within 30 Days

This one’s simple. Please return your items within 30 days of the ship date.

Return New Items Only

Returned clothes and accessories must be in new, unworn condition, without any scuffs, scratches, stains, tears, odor, or hair. Where appropriate, we recommend you try on the clothes with an undergarment.

Keep the Tags On/Original Packaging

Please do not remove any tags from the item if you want to return it. If you return an item without the original hang tag attached, the return may not be processed. Items that come in a box or bag must be put back in their original packaging and the packaging must be in good condition.

Proof of purchase is required for all returns

Keep your receipts! A proof of purchase is required for all returns. When purchasing product from our store, we strongly recommend that you ask for your purchase to be put under your name in our system.  Should you loose your receipt we will have a copy on file.

Items ordered online cannot be exchanged, only refunded

Products bought through our online store cannot be exchanged. Instead simply return the product for a refund, you are then invited to place a new order for the product that will better suit your needs.

Items bought with a gift card can cannot be returned for cash

If you bought an item with a gift card you may not return for cash value. It can only be exchanged or returned for store credit.

International returns

For all international orders, please note that you are responsible for customs charges, taxes, duties and all other fees associated with the return. Contact your courier for details about the fees that may be incurred when shipping internationally. If you are shipping the return from the United States we suggest the United States Postal Service (USPS), because their fees are usually the lowest.

Additional fees charged at the border are usually paid at the receiving end. We therefore will deduct those fees, if any, from your reimbursement.

Turn around time to see your refund

Returns by mail are received Monday to Friday. Once we receive your return we check that the product and packaging are in their original condition and then we issue a refund. Once the refund is issued it can take up to 5 business days for it to appear on your credit card statement.

What Happens if I Don’t Follow the Policy?

If you return an item that does meet the above guidelines, your return may not be processed and you may not be refunded. For returns by mail, we will notify you via email and offer 2 options:

  1. The item can be reshipped to you at your cost
  2. The item can be donated to a local shelter.

If we do not receive a response within 5 business days, we will assume you prefer Option 2.

Please fill out this form if you are returning goods by mail

Your Name (required)

Your Telephone number

Your Email (required)

Invoice number (I-12345)

Please list the items you would like to return. Add any other notes or comments here as well: