Shipping & Returns

SHIPPING, RETURNS & EXCHANGES

SHIPPING STANDARDS

All Canadian orders are shipped from our warehouse in Quebec. Due to high order volumes, it may take up to 2-3 business days* (Monday-Friday) for our warehouse to prepare your order for shipment.

We partner with several different freight carriers across Canada. On average, standard shipping takes 5-10 business days* (Monday-Friday), from the date that your order leaves our warehouse.

If your current physical location is within the United States of America, we kindly request that you place your order through our website dedicated to serving the US market, which can be found at www.hillsound.com.

International Shipping

At present, we do not provide international shipping services. We invite you to visit our online dealers page for further information on the possibility of arranging shipment to your desired country.

Effective May 1st, 2022:

  • All online orders under $79.00 are subject to a flat $18.00 standard shipping fee.
  • All online orders greater than or equal to $79.00 are eligible for free standard shipping. Hooray!

If you wish to upgrade from standard to expedited shipping (3-5 business days*; Monday-Friday), this is available for a flat $32.00 shipping fee at checkout. 

Please note: expedited shipping is not available when shipping to a P.O. box. All orders shipping to a P.O. box will be sent via Canada Post.

 


TRACK SHIPMENT

Under normal circumstances, we would share your tracking number as soon as your order has shipped. However, due to high order volumes, there is a delay in sharing tracking numbers. Note: this does not mean your order has not yet shipped - we just may not have shared your tracking information yet. Hang in there!

If you have not received your tracking number within 7 business days of receiving your order confirmation, please contact service@hillsound.ca.

 

Shipping Responsibility & Lost Packages 

Hillsound is not responsible for lost or stolen packages once they are marked as delivered by our shipping partners. Any claims regarding lost or delayed packages must be handled directly with the respective shipping carrier. 



RETURN POLICY

We offer a 30-day return policy so you can ensure that you ordered the correct product. This means that you have 30 days to initiate a return, starting from the date that you received your order.

  • We can only accept returns for items purchased directly on www.hillsound.ca.
  • 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 and be in sellable condition.
  • We will issue a refund to your credit card or original method of payment once your returned item is received, inspected, and approved by our team. There are certain situations where only partial refunds are granted.

Please note: any shipping fees associated with your original order are non-refundable. Similarly, we are not able to provide reimbursement or prepaid shipping labels to cover any shipping fees associated with your return.

To initiate a return, please contact our service@hillsond.ca and include

  • Your first name and surname
  • Order# or receipt
  • Reason for return

EXCHANGE POLICY


Exchanges are subject to the same 30-day period, purchase requirements, and item-condition requirements outlined in our return policy.

  • We can only accept returns for items purchased directly on www.hillsound.ca.
  • 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 and be in sellable condition.
  • Once your returned item has been received, inspected, and approved by our team, we will ship the requested replacement item. All exchanges are subject to product availability.

Please note: Original shipping charges are non-refundable. Customers are also responsible for any return shipping costs and shipping charges associated with the replacement order. We do not reimburse shipping costs or provide prepaid return shipping labels.

How to Request an Exchange

To begin the exchange process, please contact service@hillsound.ca and include:

  • Your first and last name
  • Your order number or proof of purchase
  • The product name and current size/colour
  • Your preferred size/colour
  • The reason for the exchange