Shipping & Refund Policy

FANABOX.COM online store accepts returns only under strict guidelines as stated below and does not accept in store returns unless an email has been sent to us prior and a mutual agreement has been set forth. All packages sent out to us without written agreement, will be refused at buyer's expense.

RETURN POLICY: 

Covid-19 brings new realities in the retail space and as much as we would like to accommodate you, especially during this post-holiday pandemic period, we would prefer not to accept goods being returned due to the very nature of this virus which can withstand on surfaces for some period of time. Therefore, we prefer not to put our staff at risk unless if the situation is of urgency, as we must disinfect the products and make sure, all sanitary precautions and social distancing is being respected during the garment sanitization. Having said this, we are still accepting exchanges and extending our policy for an additional 30 business days, if the items were purchased between November 1st and December 31st 2020, due to carrier delays, as we try to support our customers as a Canadian family business.

The way you will receive your refund is based on your original physical or digital payment method. We do not refund or exchange online purchases in store and vice versa.

We do accept returns strictly if the goods are damaged and unusable within 30 days (extra 30 days during 2020 covid-19 holiday period) with proof of original online purchase invoice or in store receipt or faulty or with factory defects. 

Under no circumstance do we accept returns if the customer does not appreciate the product, does not appreciate the quality or has ordered the wrong size, as we act only as resellers, we do not manufacture the product, all claims of quality or depreciation over time of product, must be sent out to brand owners or licensees (i.e. PUMA, ADIDAS, CCM etc.) Therefore, we will try to accommodate you, as best as we can and within our best business ethical capacities but the onus is on the provider or supplier. We only act as a third party vendor.

Please, contact us if you have any queries regarding sizing validity or product details, as most items carry a size chart on the 3rd or 4th image or within the description since some our collections are from Europe, and must be order one size up as aforementioned. All goods must be returned in saleable immaculate condition unwrinkled with tags, with no bodily wear or sudoresis and in their original packaging sent and unworn.

We will not accept returned goods without prior arrangements made via electronic mail correspondance and to our discretion and only with with a valid RA #: (Return Authorization Number) provided by our Online Customer Service Department by email, who will validate the potential return with photographic evidence only.

You will have to bear the direct cost of returning the goods and we may pay for the goods shipped back to you depending on a case per case scenario discussed priorly with our customer service team by phone, email or live chat box. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

We may withhold the refund or the goods being replaced, until we have received the returned goods in perfect condition or you have supplied courrier evidence with tracking and insurance provided by Canada Post (for Canada), USPS (for U.S.A) or any other International Courrier Service having despatched the goods with tracking number and fully insured, whichever is the earliest. You are responsible for the goods if the package is lost, stolen or tampered with. We release ourselves from all responsibilities once you have despatched the goods until we can confirm that the goods have been taken to our premises.

If you are located within Canada or U.S.A. please, use only Canada Post or United States Postal Service to return goods, we are not responsible for duties and taxes surcharges which will be deducted from your you refund or exchange value if this amount is being charged to us by a Customs Agency.

DELIVERY WITHIN CANADA & USA

Items are usually dispatched same day or within 1 - 2 business days depending on stock availability, we will ship immediately if deemed possible within 3 hours of the sale, if you decide to cancel the order and the goods have left our premises, the sale is a binding contract and you cannot cancel the order once a tracking number has been provided or courrier has picked up your parcel, Canada Post is the legal tender of the goods and as Government owned company, they are legally bound to ship your goods and under no circumstances will the goods be released back to us.
If you have made an order with multiple items and one item is not in stock or sold out, we will ship out multiple orders and ship the restocked item as soon as possible or credit you for the item or items not available at time of the initial purchase.
We will ship goods only once payment has been cleared by your financial institution, PayPal or your Credit card authorization and stock availability. We many contact you if we see that you have attempted to use multiple credit or debit cards or if you are using a proxy server or browser to hide your location or identity, as we enable cookies to enable us to track and validate customer location, IP address and authenticity of transaction, which we do not sell, market or barter with third-parties under any circumstance.

We may decide to cancel your order, if we cannot reach out to you via email, telephone, incomplete or undeliverable address, I.P. is from fraudulent hacked email provider, phishing website, unknown by our servers, or currency does not match country of origin of billing and shipping address  or our name is within the email (fanabox at gmail, yahoo, hotmail, yourdomain dot com) or your first and last name are missing, initialized  or in a different language or code which we cannot decipher for tracking and signature purposes.

We may cancel an order if there is an illogical price point or honest human error mistake that has been set forth by our staff by inadvertance, (e.g. Ferrari baseball cap at 6.95$ instead of 69.95$.

We do not ship to P.O. Boxes unless arranged prior to order of if this is a community mail box and we have no other choice to use this location but you are 100% liable if goods do not arrive to final destination as we cannot trace the buyer reception.

Once an order has been shipped, we cannot refund the product or cancel the order unless a valid justification is withheld and this to our discretion.
Please, do not ship the product back to us or refuse the item, as we will charge you regardless since it is your responsibility to know what you are purchasing. Please, reach out to us urgently and we will try to reach an agreement or validate an online store credit or some type of accommodation, if deemed possible.

Please, contact us by phone at +1 (514) 393-9904 , by email: info at fanabox dot com or by live chat for URGENT deliveries or shipping estimated time of arrivals. Orders which are shipped to International countries outside Canada will be shipped with lowest rates possible via Canada Post, DHL Express or your business account, depending on your willingness to pay the extra charges and urgency of its reception. We are not responsible for delays during covid-19 and will not refund you if the goods are still in transit as we have no control over overseas duties and customs processing, which can take more time during the pandemic as stipulated on the carriers websites here:
Official Press Release: We’re processing and delivering heavy holiday parcel volumes. Customers may experience some delays as we put safety first during COVID-19.
https://www.canadapost.ca/cpc/en/our-company/news-and-media/corporate-news/coronavirus-disease-covid-19.page
U.S.A Parcels covid-19 2020-2021 Delays:
Date posted: December 10, 2020
Mail delivery alert for the United States of America - Delay Yellow alert: We will attempt delivery to these communities and regions. Date posted: December 10, 2020 Mail and parcels destined to all regions of the United States of America continue to be delivered. However, Canada Post and our partner, the United States Postal Service (USPS) are experiencing unprecedented volume across our networks. The increased volume combined with modified processes to protect employees and the public from the spread of COVID-19 are resulting in delays. We have adjusted our delivery standards to better reflect expected delivery times. Consumers and business shippers should consider the additional delivery time when making commitments to recipients in the U.S.A. We suspended on-time delivery guarantees on March 18, 2020 due to the unique circumstances we are operating in this year. The suspensions remain in effect for XpresspostTM-USA and PriorityTM Worldwide.
Source: https://www.canadapost.ca/cpc/en/our-company/news-and-media/service-alerts.page

Official Press Release: USPS is experiencing unprecedented volume increases and limited employee availability due to the impacts of COVID-19. 
https://about.usps.com/newsroom/statements/usps-statement-on-coronavirus.htm

IMPORT TAXES, DUTIES AND INTERNATIONAL FEES

Goods over 300.00$ CAD entering international countries like the U.S.A may be subject to additional custom clearance fees such as, import taxes, duties and local brokerage fees which we have no control of. Please, contact your local customs agents, brokers or Government websites to know to educate yourselves about tariff and HS codes, concerning these fees will be collected by your local agencies before your purchase, as we will not refund these amounts. 

Any order below 300.00$ CAD (approximately 215.00 USD) will not be charge import taxes and duties, we also do not charge Canadian taxes or Provincial Quebec VAT to any international customers.
So, you save the additional GST + QST of 14.975% plus your currency exchange. 

Currency exchange (January 21th. 2021):
1 United States Dollar equals 1.27 Canadian Dollar

All Canadian customers will charged Taxes depending on their Province provenance as follows:
Alberta: 5 % British Columbia: 12 % Manitoba: 12 % New Brunswick: 15 % Newfoundland and Labrador: 15 % Northwest Territories: 5 % Nova Scotia: 15 % Nunavut: 5 % Ontario: 13 % Prince Edward Island: 15 % Québec: 14.975% Saskatchewan: 11 % Yukon: 5 %

NOTICE: U.S.A Customers do not pay taxes, VAT exemption or any Provincial or Federal Canadian taxes. -Shipping for International customers is usually dispatched within 3 - 5 business days. Some additional charges may apply once items arrive in your country (e.g. Import duty & taxes and restrictions) Please, inquire with your local authority or your Countries Customs agency responsible for collecting tariffs). NB: International Customers do not pay any Provincial or Federal Canadian taxes and are VAT (A Value - Added Tax or also General Sales tax (GST) Returns may be accepted for faulty items within 7 days (1 week) of receipt of goods shipment. (Physical or digital proof of purchase required).
For most cases regarding returns, refunds and or exchanges, we require the customer to first contact our Customer Service department at the following number to resolve the matter, as soon as possible: Toll free 1 866 744 3082 (USA and Canada) or by email: info@fanabox.com
Please, clearly state the order number, date of purchase, freight forwarder or courier tracking number if applicable (Canada Post, USPS, DHL, Fedex, UPS etc.)  and when you have received the merchandise. Description of the goods being returned, exchanged or refunded with a brief summary explanation with valid reason or issue aroused of why you are dissatisfied with the dispatch and reception of the goods. For undamaged, unused and unworn goods, we must receive the items in a re-sellable condition, which includes any manufacturer's authentic packaging, with original untampered tags and anti counterfeit hologram labels still attached.
Please, contact us before you send any merchandise back to us as we will require and procure you an RA# (Return Authorization number). Under no circumstance will we accept goods prior to set arrangements. Any item under 15.00 $ CDN cannot be claimed due to shipping disparities which will supersede initial costs of purchase. Rules, guidelines and regulations for acceptance of tentative returned goods, service or products: 1) must be packaged in a similar/suitable protective package to which they were received 2) are returned by trackable and signature upon reception delivery (i.e. Canada Post), with full insurance coverage to the full value, as Fanabox.com cannot be held responsible for the loss, stolen or damage of goods in transit.

From outside of Canada the packaging and customs declaration must be labeled: RETURN OF MAIL ORDER GOODS FOR EXCHANGE - GST/HST/PST/VAT/DUTY NOT APPLICABLE. We also highly recommend that you keep a copy of any delivery receipts of any returned orders and also forward us a copy of the recorded delivery reference number in order to assist you in the non-delivery of returned items and speed up any processing time.

We can only accept responsibility for shipping costs for replacement items and any reasonable costs for return items that are either (a) contain a manufacturer's fault  (b) are sent incorrectly  (c) are damaged, during our original shipping, and with your reasonable co-operation, we can successfully claim our original shipping costs back from the courier company. Please note that when an item is exchanged for a different size, please contact us immediately to assure that we have the size you require in stock. Therefore, if the onus is from our human error, we will incur the cost of shipping both ways but if the customer has assumed the right sizing without reading the description, size chart carefully on our website, he is liable 100 % for both the return items and replacement item's postage and packaging costs. Sale items, classified as items reduced in price by 20%, or more, from the Recommended Retail Price (RRP), can only be returned in the case that they are faulty, damaged or sent incorrectly on the day of the initial purchase. Your statutory rights are not affected by goods purchased as Sale Items. Returns may take up to 10 business working days, excluding weekends, to be processed, after the receipt of the returned item(s), and we will inform you by telephone or e-mail in the case that a replacement item is out of stock.

PROMOTIONS AND COUPON CODES IN STORE AND ONLINE 
From time to time, we issue seasonal promotions and coupon codes, these promotions are for our V.I.P. newsletter subscribers only and patrons depending on the event or season and can also be offered to specific privileged customers or partners in store.
Any other discounts applied are valid for the aforementioned promotion but never in conjunction, the customer cannot retroactively claim a missed or unnoticed coupon code or private sale event in store or online if they receive an email in their inbox stipulation or promoting a punctuated promotion or promo code. As these promotions cannot be applied retroactively, as we do not know, once management issues them. Customers in store and online cannot also negotiate a price on the decline and then show us a voucher, coupon code at the last minute, which he wishes to apply to the discount already agreed. Vouchers, coupon codes in store and online, cannot combine promotions, duplicate marketing promotions and then transfer these privileges to friends, family or another patron. 1 promotion coupon code, voucher or promotional item per customer or we reserve the right to cancel any purchase or promotion without prior notice.

PICK UP IN STORE POLICY:

When purchasing from our FANABOX using the "Pick Up in Store" option, you are liable to retrieve your goods within 7 business days of purchase, unless a prior agreement has been arranged via email. The individual who picks up the order will need to show a valid photo identification card, whether it is the actual buyer or if someone comes in their place. In the case, that the buyer cannot show up, he or she must write a formal proxy, signed and dated with the individual's name, surname and date of pickup. You cannot exchange products once in store, as this is a binding contract as some items might not be available in store or sizing can be sold out. When items are purchased online, they cannot be returned in store, shipping must be paid by the customer back to the address below, as original purchase. International customers cannot make online purchases and select "Pick Up in Store" without paying taxes if physically in store, regardless of country of origin outside of Canada, as this is a fraudulent illegal practice.

You can pick up your items the following business day or if urgent, please, contact us immediately if the goods are needed the same so, we can accommodate you as deemed possible and if the goods are in a proximate location. We'll send you an email when your items are ready for pickup. Pick Up in Store orders placed 3 hours before store closing may not be ready for pickup until the following business day and must be queued on a first come, first served basis. Please, call us ahead of time, if you wish to pick up your item the same day, or a few hours after the initial order has been placed so, the goods are ready. Any "Pick Up in Store" order refused or willingly declined will suffer a 15% restocking fee, plus the standard PayPal or Credit Card reversal fee policy. 

NB: We cannot combine in store promotions, coupons or online sales or flash event discount deals or private sales. Any dispute, controversy or claim arising out of or relating to the sale of goods on this website, is subject and must be governed by the courts of the Province of Quebec and shall have exclusive jurisdiction over all disputes and arbitrations.
Please contact our Customer Service department for further information: info@fanabox.com

SHIPPING DELAYS

Delays can occur depending on weather conditions that are beyond our control (snow storms, strikes or Canadian or American holidays), or busy periods, peak holidays season and seasonal sales. Lost packages or mistyped adresses or if you are not available in your residence or business, once goods have arrived. A notice card will be left if signature was added at buyers expense or parcel will be dropped off in front of shipping location. Please, ask your immediate family, friends, surrounding businesses or proximal community mailbox and or neighbours or acquaintances if package has been misplaced or picked up inadvertently before you contact us. Please, bear in mind before you contact us to wait 2-3 business days, as packages have turned up a few days by a good samaritan. 

RETURN ADDRESS:

FANABOX™
28 St-Paul E.
Montreal, Quebec
H2Y1G3
Canada 

CUSTOMER SUPPORT & PRODUCT INQUIRY:

Please, have the item details ready from our website and order ID ready so, we can expedite your request and answer your questions as quickly as possible.

Local customers requests:
Contact our Old Montreal store support here: (514) 393-9904
(Please, refer to our regular business hours before you call)

International customers requests:
Toll Free Customer Service Phone Hotline:
Our Support Team will answer in English, Français and Español:
1 866 744 3082 (No charge from anywhere in Canada and U.S.A)
Monday - Thursday 11 AM - 6 PM Eastern Standard Time (EST) 
Friday 11 AM - 2 PM Eastern Standard Time (EST
Saturday (closed)
Sunday 12 AM - 3 PM Eastern Standard Time (EST

Online queries, product information, exclusive products not available online but in store only, size charts etc.:
info@fanabox.com