Returns and Exchange Policy
We want you to be a Prairiemart satisfied customer. Letting us know the reason for your exchange or return application will allow us to serve you better in the future. Please complete our Return and Exchange Form and we will respond to your request within 2 business days. Please note that fields marked are required to successfully submit your request.
Please note that goods shall not be returned by any Buyer without prior written authorization from prairiemart.ca An administrative fee of 20% will be charged to the customer, if found default on purchase Prairiemart will assume responsibility at no cost to the customer and refund customer 100% amount paid.
Special order products or Items made to order are NOT subject to return or cancellation. Some order cancellations may not be granted based on these parameters and a submission of an order cancellation is not a guarantee. Only approved cancellation requests will be cancelled and refunded. No returns shall be accepted following 7 days after delivery.
Acquire authorization and instructions: To begin the return process, please call online sales at (780) 882-7254. In most cases we will email you a Return Goods Identification Number (RGIN) number to return product along with directions.
Once the returned item has been received and verified to have all original contents and packaging and confirmed to be free of damage, the refund credit process will begin. Customers will be refunded, less the restocking and freight charges, via the same method in which the item was purchased or via store credit or cheques which are populated as return payment we do not refund via cash.
Items returned without the proper RGIN# or sent to the wrong warehouse are subject to an automatic 50% restocking fee or complete forfeiture of your refund. If credit is to be given, it will be by store credit only. Please read your return instructions carefully to avoid delays and unnecessary expenses.
Please do not request a charge back from your credit card company during the return process. Due to the time it takes to resolve charge back disputes, it is usually better to be patient and wait for the return process to run its course. If a charge back has been submitted, we will not be able to credit you for your return until the charge back mediation process has been completed. This process can take up to 3moths days but we will endeavour to speed up the process.
Shipping product back:
Ship the item to the warehouse address listed on the return authorization. Below are the keys to a successful return:
- Good Packaging: Re-pack products for return in the original box with original packaging material.
- Use the return label provided or your own label and write the RGA# exactly as instructed by our staff. Do not write on the box to maintain its like-new condition. Improper labeling may result in the denial of return.
- Ship & Insure: Next, ship the product to the warehouse address provided using a carrier that will provide both a tracking number as well as a signature that the item was confirmed delivered. We utilize Loomis express as our current vendor
- Tracking Number: We recommend using a carrier that will provide you with a return tracking number as this will speed up your return process. Retain your tracking number and email it to the issuing store associate so that we can check on the progress of your return. If you have not received credit within 14 days from the date of delivery to the warehouse, please contact our store and provide us with the tracking number so that we can expedite the credit process for you.
You will have 7 days in which to return the product from the date that we receive approval from the manufacturer. After 7 days, the RGIN number will expire and no replacements or refunds will be given. In the event that a return becomes damaged on its way back to the return destination, we will inform you via email or phone that the item was received damaged and hold the product for up to 15 days. It is the customer’s responsibility to file a claim with the shipping carrier and instruct us concerning what to do with the damaged product. If we have not received notification or response from the customer within 14 days, the item will be donated or destroyed.
Items not eligible for return
Items not eligible for returns/credit include:
- Special purchases, including: clearance items, inventory sale items, etc.
- Any item that has been assembled, installed (including cut or clipped wires), modified or used in any way.
- Any item that is not in resalable condition.
- Any item not accompanied by a Return Goods Authorization Number (RGIN #) issued by prairiemart.ca. Any item that is not in the original box with sufficient packaging materials.
- Large orders: (Orders containing 6 or more of a single item or orders with an invoice total $10,000 and above). When ordering large quantities, we suggest ordering a sample for evaluation.
- Any item not purchased from Prairiemart.ca
- Shipping & handling charges.
Damaged & Defective Goods Policy
We understand that a product may get damaged in transit or, on occasion, there may be a manufacturer product defect. Rest assured, we will stand by you during this process and make sure we do everything we can to bring it to a satisfying and timely conclusion – at no expense to you. For us to offer this level of service, however, we need a little help from the customer in the form of a detailed product inspection immediately upon delivery. This will make things much easier if you decide to return the item.
Small Package Deliveries
For smaller packages Loomis express or FedEx deliveries that are damaged in transit, instead of refusing the package, please contact us immediately. If damages are reported within 7 days from Loomis express, or FedEx deliveries, we can file a claim on behalf of the customer and work to quickly resolve it. Please be aware that replacements or refunds can be hindered or denied if the customer fails to notify Prairiemart.ca of defective or damaged merchandise within one business days of receipt.
Large Package Deliveries
Immediate inspection is especially important when receiving large items from common freight carriers. In this case, it is important to notate any damage on the bill of lading or receipt when you sign for the delivery, even if the package appears only slightly damaged. Customers who sign for delivery and do not notate “damage” assume responsibility if merchandise is damaged. If the product itself appears significantly damaged, you may refuse delivery. Please notify us by calling our customer service team of refusal so we can anticipate the return and send out a new item. Prairiemart.ca will not repair or replace the damaged or defective goods it is the responsibility of the manufacturer and as such you will be provided with needed assistance to resolve this issues. If a return is desired instead of replacement, the we will apply and there may be a service fee and our initial shipping and handling costs will be deducted from the credit. Failure to follow return procedure for the damaged item may result in a charge for the free replacement item. Returned items that are found to be in working condition or shipped as ordered may not be eligible for a refund. In such a case Prairiemart.ca will email you for your decision on whether to ship the item back to you at your expense or be refunded with a 50% return fee to manufacture and online store credit.
If you would like to cancel an order that has not shipped from the manufacturer, simply contact one of our sales associates at (780) 882-7254. Then, we will submit a request to the manufacturer for cancellation. Shortly after, you will receive an email acknowledging your cancellation request followed by another email either confirming the cancellation or stating that we were unable to cancel. Please allow up to 24 hours for confirmation of cancellation. Please be aware that some items may have already shipped from the manufacturer and be in route for final delivery to you. In such a case, cancellation fees may apply. Once an order has already shipped, it cannot be cancelled, rerouted or redirected. If you would like to return the item, you will need to follow the “Standard Return Policy”. Do not refuse the delivery of non-damaged goods as this will result in a non refund. A delivery refusal may also result in the loss of your product and may void any possibility of a refund. You may also be charged for roundtrip shipping costs. Some items that are custom made or built-to-order cannot be cancelled.
Items on Backorder
If you are cancelling an order due to backorder, we recommend you first call our store to verify the accuracy of the date before making your final decision. There are times when manufacturers have stated items as backordered, only to find that they have already shipped or are going out the next day. On the other hand, if the item is truly unavailable for an extended period, we sincerely apologize for the delay. Please note that since a cancellation request is time sensitive, please do not email or leave voice messages regarding your intention as it may slow the process down. It is important that you get a hold of a store associate directly at (780) 882-7254.
All online transactions through our website are handled via standard Secure Socket Layer (SSL) encryption, or through a third party payment processing facility, such as, MasterCard, American express and Visa. Thus, when you enter your credit card number into our secure order form and you press the pay now button, your information goes through a highly secure encryption process which prevents any person on the Internet from seeing your information. Within just a few seconds, it reaches a credit card authorization server, is decrypted, and is your order is processed in a timely, secured and efficient manner.
If you are not comfortable about providing your credit card information online, we would be more than happy to process your order over the phone. Simply email us at email@example.com with your contact information and we will give you a call within one business day. You are legally permitted to request a customer service representative Identification number and name before processing your payment.
Prairiemart Intellectual Rights
Approval of License
You may not post, submit, or transmit any content that violates any applicable law, regulation, or rule. You are solely responsible for any content that you post. We may elect to monitor areas of the Services by electronic or other means, but we are not responsible for screening, policing, editing, or monitoring user-contributed content.
By posting, submitting, or transmitting any User Content or other content to us via e-mail or to or through our Services, you hereby grant Prairiemart, worldwide, non-exclusive, royalty-free, sub licensable right and license to use, copy, display, perform, create derivative works from, distribute, have distributed, transmit, modify, edit, translate, and sublicense such content in any form in all media now known or hereinafter created anywhere in the world. This right is fully assignable by prairiemart.ca without prior notice.
Prairiemart will operate according to rules and guidelines as directed by the Canada revenue agency. All GST /HST Tax rate and codes will be applied according to province of resident during purchase of goods, payment, and shipping.
We do not sell to children under the age of 18-year-old. If we unknowingly accept payment from a child under the age of 18 years as we at Prairiemart.ca will not assume responsibility will make all necessary arrangement to refund all monies paid to Prairiemart and cost of Shipping will be handled by us. We sell children products for purchased by adults. If you are under 18 years old we will under to guardian acting on behalf or representing the child.
Quality Assurance and Mentoring
All calls made from us to you OR from you to us are recorded. You will be informed by a customer representative of such actions. You may choose to decline you been recorded, please be advised that, you will be advised according. All calls made are stored in our data base for 7 seven years.
All payment are done via credit card visa, master, American express. Certified Cheque or Money order is accepted.
For onetime payment over $ 1,000 please email: firstname.lastname@example.org for Banking information, transfer rates and applicable fees will be handled by customer.
For international payment: please email: Internationalaccounts@prairiemart.ca
We offer credit terms to existing customers with a purchase history of $10,000 and over.