Last Updated: August 22, 2019
This document includes Pelican Community’s refund and cancellation policy for damaged, lost, and undelivered online orders only. The policy written in this document does not apply to private shippers.
Our policy lasts 3 days from the time the order is delivered to the specified destination by the online Shopper. If 3 days have gone by since the Receiver received the Shipment, unfortunately, we can’t offer you a refund.
To be eligible for a return, your item must have a visible sign of damage upon receipt and in the same condition that you received it. It must also be in the original packaging.
Pelican Community staff documents the Shipments’ condition upon their arrival in Toronto. The condition of the parcel after being returned by the Shopper must match its documented condition prior to the final delivery to the destination.
To complete your return, we require a receipt or proof of purchase.
Item must only be returned to Pelican Community after the return request is approved by Pelican Community
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within days.
Damaged items must be returned to the address specified by Pelican Community and accepted prior to issuing the refund.
Please contact [email protected] for further detail if you wish to proceed for a refund process.
The cancellation of delivery order is only accepted prior to payment by the Shopper. This means that the shoppers can cancel their delivery request from the time they place it until the request is matched with an Air Courier and the payment is made by the Shopper upon receiving a notification.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account, it may take some time before your refund is officially posted.
There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
To return your damaged product after approval by Pelican Community, you should mail your product to:
55 St.George Street, Suite 620,
Toronto, ON M5S 1A4 Canada
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable but may be waived in situations where Pelican Community staff deem applicable for a return shipping fee waiver.
If you are shipping item(s) over $75.00, you should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.