familycarty.com

Last Updated: February 14, 2026

1. Exchange Overview

At familycarty.com, we want you to love what you ordered. If you need a different size, color, or item, we make exchanges simple and hassle-free.

2. Exchange Eligibility

Eligible for Exchange

• Items returned within 30 days of delivery

• Original condition (unworn, unused)

• Original packaging with all tags attached

• Proof of purchase required

Non-Exchangeable Items

• Clearance/final sale items

• Personal care products

• Intimate apparel

• Customized items

• Digital downloads

• Gift cards

• Items without original packaging

3. Types of Exchanges

Size Exchange

Different size, same item

• Most common exchange type

• Subject to availability

• Price must match

Color Exchange

Different color, same item

• Subject to availability

• Price differences apply

• Limited edition colors excluded

Product Exchange

Different item entirely

• Price differences apply

• Cannot exchange for clearance

• One exchange per order

4. Exchange Methods

Method 1: Standard Exchange (Ship First)

1. Return original item to us

2. We process return (3-5 days)

3. Refund issued to original payment

4. Place new order for desired item

5. New item ships

Timeline: 7-12 business days total

Method 2: Advanced Exchange (Recommended)

1. Place new order for desired item

2. Return original item within 30 days

3. We refund original item upon receipt

4. No waiting for exchange

Benefits:

• Get new item faster

• Guarantee stock availability

• Only one shipping fee

• Refund processed normally

Method 3: In-Store Exchange

Available for local pickup orders only

1. Visit our Toronto location

2. Bring item and order confirmation

3. Exchange immediately

4. Price differences settled on spot

Location:
123 E-Commerce Street
Toronto, ON (by appointment only)

5. Price Differences

If New Item Costs MORE

If New Item Costs LESS

Example Scenarios

6. Exchange Shipping

Standard Exchange (Ship First)

Advanced Exchange (Buy First)

Defective/Wrong Item Exchange

Free Shipping Thresholds

• New orders over $75 ship free

• Exchanges don’t count toward threshold

• Combine with other items to qualify

7. Exchange Process

Step 1: Request Exchange

Online: familycarty.com/exchange
Email: exchange@familycarty.com
Phone: 1-888-ZEN-CART ext. 2

Provide:

• Order number

• Original item(s)

• Desired item(s)

• Reason for exchange

Step 2: Get Authorization

We’ll provide:

• RMA number (Return Authorization)

• Exchange confirmation

• Shipping instructions

• Price difference quote

Step 3: Prepare Return

• Pack item securely

• Use original packaging

• Include RMA number on box

• Remove old labels

• Include order slip

Step 4: Ship Return

Returns Address:
Zen Cart Canada Exchanges
123 E-Commerce Street
Toronto, ON M5V 2T6
Canada

Step 5: Track Exchange

• Email updates at each stage

• Track return at canadapost.ca

• Track new order in account

• SMS alerts (if opted in)

8. Exchange Timeline

9. Multiple Item Exchanges

Exchange All Items

• Process each item individually

• Combined shipping available

• Bulk RMA number issued

• Pack all items together

Partial Exchange

• Keep some items

• Exchange others

• Must meet minimums per item

• Shipping calculated separately

Bundle Deals

• Must exchange entire bundle

• Cannot split bundles

• Refund based on bundle price

• New bundle must be available

10. Holiday Exchange Policy

Extended Holiday Period

Purchases between November 1 – December 24:

• Exchanges accepted until January 15, 2027

• All other conditions apply

• Gift exchanges welcome

Gift Exchanges

• Gift receipt required

• Exchange for store credit

• Recipient chooses item

• Original price applies

• No cash refunds

11. International Exchanges

Eligibility

• International exchanges accepted

• Customer pays both shipping ways

• 30-day policy applies

• Subject to stock availability

Important Notes

• Use tracked shipping only

• Mark as “Returned Goods”

• Customs forms required

• Additional duties may apply

• Processing: 10-14 business days

Restricted Countries

We cannot exchange to:

• Countries under sanctions

• Some remote locations

• Military addresses (special form)

12. Out of Stock Items

If Desired Item Unavailable

Options:

1. Choose different item

2. Wait for restock (estimated date provided)

3. Return for refund

4. Take store credit

Restock Alerts

• Sign up for email notification

• Estimated 2-4 weeks typical

• We hold item for 24 hours

• First come, first served

Backorder Exchange

• Place backorder for new item

• Return original within 30 days

• New item ships when available

• No additional shipping

13. Limited Edition & Seasonal

Limited Edition Items

• Exchange only if in stock

• No guarantees availability

• Cannot hold for restock

• Refund if unavailable

Seasonal Items

• Exchange within season

• Off-season: store credit only

• Holiday items by Dec 15

• Clearance items excluded

14. Manufacturer Exchange

Direct Manufacturer Exchange

Some brands require:

• Contact manufacturer directly

• Warranty card required

• Proof of purchase

• Different return address

Brands with Special Policies

15. Exchange Restrictions

Quantity Limits

• 3 exchanges per customer/year

• 5 items per exchange

• No exchanges on wholesale

• Business accounts: contact rep

Abuse Prevention

We monitor for:

• Excessive exchanges

• Worn/used items returned

• Pattern of “buyer’s remorse”

• Fraudulent activity

Consequences:

• Warning email

• Exchange privileges revoked

• Account suspension

• Legal action if fraud

16. Special Circumstances

Wrong Item Received

• We pay all shipping

• Express exchange available

• No price difference

• Apology gift included

Item Damaged in Transit

• Photos required

• Prepaid return label

• Replacement shipped immediately

• Upgrade shipping included

Item Doesn’t Match Description

• Full refund or exchange

• We pay return shipping

• Price difference waived

• 20% discount on next order

17. Exchange vs Return

18. Contact Exchange Department

Exchange Team
Email: exchange@familycarty.com
Hours: Mon-Fri 9AM-6PM EST

Exchange Portal: familycarty.com/exchange

Mailing Address:
Zen Cart Canada Exchanges
123 E-Commerce Street
Toronto, ON M5V 2T6
Canada

19. Exchange Tips

For Fastest Exchange

1. Choose Advanced Exchange

2. Have order number ready

3. Pack item securely

4. Use tracking

5. Keep RMA number visible

Avoid Delays

• Original packaging required

• Include all accessories

• Remove old shipping labels

• Write RMA on OUTSIDE of box

• Keep proof of shipping

Common Mistakes

• Forgetting RMA number

• No original packaging

• Missing accessories

• Wrong return address

• International customs errors

20. Policy Updates

We may update this Exchange Policy periodically. Changes effective immediately upon posting. Check familycarty.com/exchange-policy for latest version.