Shipping & Returns
SHIPPING & RETURNS
COVID-19: EXPECT DELAYS*
Our online store is fully operational. However, our warehouses and freight carriers are experiencing disruptions due to the ongoing pandemic. Please keep in mind that most freight carriers cannot guarantee delivery standards at this time - this applies to both standard and expedited shipping services. As a result, order processing may be delayed.
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.
- All online orders under $49.00 are subject to a flat $10.00 standard shipping fee.
- All online orders greater than or equal to $49.00 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 $20.00 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.
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.
- 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: service@hillsound.ca and include
- Your first name and surname
- Order# or receipt
Our 30-day exchange policy is fundamentally the same as our return policy. Therefore, if you need to exchange a product that you purchased for a different colour or size, please follow the instructions outlined for returns above.
- Please note that all restrictions outlined for returns also apply to exchanges
- As per our return policy, we will issue your refund as soon as your returned item is received, inspected, and approved by our team. Any shipping fees associated with your original order are non-refundable.
- You can place a new order for your preferred product at any point in this process. You do not need to wait for the refund to go through. Instead, you can place a new order at your earliest convenience. We advise customers to use our size guide when ordering or to visit one of our retailers to ensure a proper fit.
To initiate an exchange, please contact: service@hillsound.ca and include
- Your first name and surname
- Order# or receipt
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