Shipping and Return Policies
Shipping To You
Thank you for choosing Chill Trends, Please allow up to 48 hours for our team to pick and pack your order.
We offer free shipping for any order over $150.00 Canadian dollars, otherwise shipping will be charged at cashout based on your zone.
You can expect your parcel within 3-5 business days, this all depends on the “ship to” location. All our items are shipped from Toronto, Ontario. When we ship your order, you will receive a confirmation email with a tracking number. Please don't stress if there are no scan events within the first 24 hours - the system can take a day or so to catch up.
If your order does not arrive within 7 business days, please contact us and we will be happy to investigate further.
Don’t forget to confirm your shipping address prior to checking out to avoid any delays in delivery.
All of our products are inspected for quality prior to shipping. We offer a 100% money back guarantee on all products that are damaged during shipping. Just let us know and we will provide a return address, replacement, or refund as preferred.
*Please note, return requests, refund claims for, damaged or missing items/orders must be made within 7 days after the date of delivery. Additionally, there is a 5% restocking fee. The refund will be credited on your original method of payment.
Returns
If you are unsatisfied with your order – we make returns a breeze.
Please email us at admin@shopchilltrends.com to initiate your return.
You will be responsible for paying return shipping costs.
We do not issue the refund if your order does not arrive due to factors within your control (e.g. providing the wrong shipping address).
If your return item arrives without the original packaging or is deemed used by our inspection team for any reason we reserve the right to deny your refund.
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method. Please, allow up to 5-10 business days for your financial institution to process the refund.
Refund Policy
We have a 30-day return policy. You must make a refund request within 7 days of receiving the item if there's an issue with the products. You must ship the return at your expense within 30 days from when you received the item, or you may not be eligible for a refund.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in it’s original packaging. You’ll also need the receipt or proof of purchase.
*Please note, to uphold the highest health and safety measures for our children and caregivers, the tags and packaging must not be opened for your return to be eligible for a refund.
To start a return, you can contact us at admin@shopchilltrends.com If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Feel free to contact us about any inquiries or concerns at admin@shopchilltrends.com
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The best way to ensure a seamless exchange is to initiate a return, once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.