Last Updated: February 14, 2026
At familycarty.com, we want you to be completely satisfied with your purchase. If you’re not happy for any reason, we offer a 30-day money-back guarantee from the date of delivery.
Returned within 30 days of delivery
In original condition (unworn, unused)
In original packaging with all tags attached
Accompanied by proof of purchase (order number or receipt)
The following items cannot be returned or refunded:
Clearance merchandise (final sale)
Personal care items (cosmetics, skincare, hygiene products)
Intimate apparel (underwear, swimwear due to hygiene)
Customized/personalized products
Digital downloads (software, e-books, gift cards)
Food and perishable goods
Items damaged by customer misuse
Products missing original packaging or tags
Email: returns@zencartcanada.com
Phone: 1-888-ZEN-CART (1-888-936-2278)
Online: Visit our Returns Portal at familycarty.com/returns
Provide:
Order number
Item(s) being returned
Reason for return
Photos (if damaged or defective)
We’ll issue a Return Merchandise Authorization (RMA) number within 1-2 business days. Returns without RMA numbers will be rejected.
Use original packaging if possible
Include RMA number on outside of box
Remove old shipping labels
Include order confirmation or packing slip
Return Address:
Zen Cart Canada Returns
123 E-Commerce Street
Toronto, ON M5V 2T6
Canada
Important: We recommend using a trackable shipping method. We are not responsible for lost return packages.
| Payment Method | Processing Time | Funds Available |
|---|---|---|
| Credit Card | 3-5 business days | Next billing cycle |
| PayPal | 2-3 business days | Immediate to PayPal |
| Interac e-Transfer | 5-7 business days | Cheque by mail |
| Gift Card | 1-2 business days | Instant to gift card |
Total time: Allow 7-10 business days from receipt of return to refund completion.
You receive 100% of item purchase price if:
Returned within 30 days in original condition
Item is defective or damaged
Wrong item was shipped
Item doesn’t match description
You may receive partial refund (20-50% deduction) for:
Items returned after 30 days (up to 45 days)
Missing original packaging
Obvious signs of wear or use
Missing accessories or parts
Tags removed or damaged
No refund issued for:
Items returned after 45 days
Items without RMA number
Return shipping not paid (customer responsible)
Change of mind: Customer pays return shipping
Wrong size/color: Customer pays return shipping
Better price found: Customer pays return shipping
Defective or damaged items (we provide prepaid label)
Wrong item shipped (we provide prepaid label)
Items not as described (we provide prepaid label)
Within Ontario: $8.99 flat rate
Within Canada: $12.99 flat rate
From USA: $19.99 flat rate
International: Actual cost (customer pays)
We process exchanges as:
Return of original item (refund issued)
New order for replacement item
Return received and processed: 3-5 days
Refund issued: 3-5 days
New order placed: Customer action
New item shipped: 1-2 days
Total time: 7-12 days for exchange completion
If new item costs more: Customer pays difference
If new item costs less: We refund difference
Shipping fees apply to new order
If item arrives damaged:
Photograph the damage immediately
Note damage with delivery person (if possible)
Contact us within 48 hours
Keep all packaging for inspection
Items that fail within:
0-30 days: Full refund or replacement (customer choice)
31-90 days: Repair or replacement (our choice)
91-365 days: Manufacturer warranty applies
Submit photos and description
We issue prepaid return label
Ship item back (free)
Refund or replacement within 3-5 days of receipt
Most items include 1-year manufacturer warranty
Warranty terms vary by product
Contact us for warranty claims
Available at checkout for eligible items
2-year or 3-year coverage options
Includes accidental damage
Terms provided at purchase
Manufacturing defects
Premature failure
Faulty materials
Workmanship issues
Normal wear and tear
Accidental damage (unless extended)
Misuse or abuse
Unauthorized repairs
Lost or stolen items
Eligible for return within 30 days
Refund = purchase price paid
Original shipping not refunded
Final sale – no returns or refunds
Clearly marked as clearance
Exchanges only for defects
Both items must be returned for refund
If returning one item, refund = proportion of paid amount
Free items have zero refund value
Refund based on actual amount paid
Promotional value not refunded
Free gifts must be returned with purchase
For purchases made between:
November 1 – December 24: Returns accepted until January 15, 2027
Must meet all other return conditions
Original packaging and tags required
Gift receipts accepted
Refund issued as store credit
Recipient can choose exchange
Original purchaser can get cash refund within 30 days
International returns accepted
Customer pays return shipping
30-day policy applies
Customs fees not refundable
Use tracked shipping only
Mark as “Returned Goods” on customs
Original customs/duties not refunded
Processing time: 10-14 business days
Cancel anytime before next shipment
No penalty for cancellation
Pre-paid subscriptions prorated
Unused portion: Pro-rated refund
Shipped items: Standard return policy applies
Setup fees: Non-refundable
Non-refundable and non-returnable
Cannot exchange for cash
No expiration date
Balance check online
Issued with qualifying purchases
Non-refundable if items returned
May have expiration dates
No refunds once downloaded
Pre-orders can be cancelled before release
Technical issues: Support provided
7-day money-back guarantee
Must not exceed 25% completion
Access revoked after refund
Within 7 days of purchase: We honor price drop
After 7 days: No adjustment
Must request before placing new order
One adjustment per item
Email priceadjust@zencartcanada.com with:
Order number
Current price link
Date of purchase
Credit card refunds to same card
PayPal refunds to same account
Interac refunds by cheque
Offered as alternative to refund
No expiration date
Use on future purchases
Transferable upon request
Return without receipt
Gift returns
After 30 days (up to 45 days)
Customer preference
To prevent fraud, we reserve the right to:
Verify identity before processing refunds
Limit refunds to original payment method
Deny refunds for excessive returns
Report suspicious activity to authorities
Require photo ID for in-person returns
Q: Can I return an item without the original box?
A: No, original packaging is required for all returns.
Q: How long do I have to return?
A: 30 days from delivery date.
Q: Who pays return shipping?
A: Customer pays unless item is defective or wrong item sent.
Q: When will I get my refund?
A: Within 5-7 business days of receiving your return.
Q: Can I return sale items?
A: Regular sale items yes, clearance items no.
Q: What if my item arrives damaged?
A: Contact us within 48 hours with photos for free replacement.
Returns & Refunds Team
Email: returns@familycarty.com
Hours: Monday-Friday 9AM-6PM EST
Mailing Address:
Zen Cart Canada Returns
123 E-Commerce Street
Toronto, ON M5V 2T6
Canada
If you disagree with our refund decision:
Contact our Customer Service Manager: manager@familycarty.com
Allow 5 business days for review
If unresolved, contact our Legal department: legal@familycarty.com
Final option: file complaint with Better Business Bureau
We reserve the right to modify this Refund Policy at any time. Changes effective immediately upon posting. Continued use of our website constitutes acceptance of updated policy.