Shipping & Refund Policy
FANABOX™ SHIPPING, REFUND, AND RETURN POLICY:
Celebrating Canadian Family Business Excellence Since 1994
Domestic Policy (Canada Only):
- 30-Day Refund/Exchange: Eligible for domestic (Canadian) orders only with a pre-postage paid label.
International Return and Refund Policy Conditions:
Customer Agreement Required and Covering Costs:
- While generally, we do not accept returns, exchanges, or refunds on international orders, exceptions may be made on a case-by-case basis exceptions to our standard no-return policy.
- International customers who are granted an exception must agree to bear all costs related to returning the item. In agreeing to an exception, the customer acknowledges that these costs encompass not just the return shipping fees but also any duties and additional charges, any applicable duties, and the cost of reshipping to the specific international location.
Order Cancellation and Return Conditions:
- Unauthorized Returns: Returns without prior agreement are subject to a 5% handling fee and return shipping costs at the buyer’s expense.
- Quality Claims: For quality issues, please direct claims to the respective brand owners or licensees (e.g., PUMA, ADIDAS, Stichd, Castore, New Era, Pelmark, AlphaTauri, Red Bull GMBH, Code Zero, NHL, NBA, MLS etc). As a third-party vendor, our responsibility for faulty goods is limited to facilitating communication with the brand owners. The customer has 7 days to notify us of any faulty goods.
Purchase Considerations:
- Sizing Information: Contact us for sizing queries, as some products feature slim, tapered, or European fits.
- Final Sales: No exchanges/refunds for disliking fit, colour, style, or change of mind post-purchase. Sale items over 30% off are final sale.
- Product Inquiry: Reach out through our website for product details via:
- Ask a Question/Phone/Email/Live Chat
- Social Media Channels (Twitter, Facebook Messenger, Instagram)
Shipping Policy:
- Domestic and USA Shipping: Dispatched via Canada Post, Purolator, UPS, or DHL. Orders typically shipped within 1-2 business days.
- International Shipping: We offer worldwide shipping, excluding returns outside North America.
- Latin American Orders: Require valid photo ID matching order details for shipping.
Payment and Security:
- Secure Transactions: PayPal Payment clearance is required before shipping. We reserve the right to cancel orders for security concerns or pricing errors.
- Address Verification: Orders with incomplete or undeliverable addresses are subject to cancellation.
Taxes and Import Fees:
- Canadian Taxes: Applicable taxes charged based on the province of delivery.
- International Orders: Subject to import taxes, duties, and fees not covered by FANABOX™.
Promotions and Discounts:
- Usage: Cannot be retroactively applied or combined with other offers. One promotion per customer. Prices in-store and online may differ.
In-Store Pickup (Montreal, Quebec):
- Pickup Policy: Items must be picked up within 7 business days. A valid photo ID is required with a Physical or Digital Invoice. No exchanges or Refunds In-Store for online purchases.
Return Shipping Process for Online Purchases:
- Replicating Original Shipping Method: For returns, items purchased online should be shipped back to us using the same shipping method as we initially used to send them to you and not in-store.
Shipping Delays, Damages and Lost Packages:
- Carrier Delays: We are not responsible for delays due to weather, strikes, or peak periods.
- Lost Packages: Please allow 2-3 business days for misplaced packages to surface. Claims may take 3-6 weeks to resolve.
Human Error and Resolution Policy Commitment to Customer Satisfaction:
-Acknowledging Human Errors: We recognize that human errors can occur in shipping and handling. In such instances, FANABOX™ is committed to efficient and fair resolution.
In-Store and Online Prices and Promotions:
-We reserve the right to offer distinct pricing for our in-store and online products. This difference in pricing can result from exclusive one-time deals, shipping and handling fees, and other costs such as duties and customs that only apply to online purchases. Consequently, customers are not entitled to request online prices for purchases made in-store. Similarly, once you've made a purchase, either in-store or online, you are not eligible for a refund or exchange based on any price difference between our physical store and online store products and services.
Customer Support:
- Contact Information:
- Email: info at fanabox.com
- Phone: +1 (514) 393-9904 (Local and International)
- Live Chat , WhatsApp (upon request) and Social Media Support Available
Address:
FANABOX™
28 St-Paul E.
Montreal, Quebec
H2Y1G3
Canada