At Shelf and Story, we are committed to ensuring that our customers have a positive shopping experience. If you are not completely satisfied with your purchase, we offer a clear and fair return and refund policy to make the process as smooth as possible. Please read the following terms carefully to understand the conditions under which returns, refunds, and exchanges are accepted.
1. Eligibility for Returns
Customers may return eligible items within 30 days of the delivery date for a refund or store credit, subject to the following conditions:
1.1 General Return Requirements
- The item must be unused, in its original condition, and in the same packaging as received.
- All original tags, labels, shrink wrap, or protective covers must be intact.
- The item must not have any signs of wear, damage, or alteration.
- Books must be unread and unmarked, with no creased spines, torn pages, or missing components.
1.2 Non-Returnable Items
Certain items are not eligible for return, including:
- Gift cards and digital products (e.g., e-books, downloadable content).
- Final sale or clearance items marked as “Non-Returnable.”
- Personalized or custom-made products that have been modified or printed upon request.
- Items with visible signs of use, damage, or alteration that were not due to shipping issues.
2. How to Initiate a Return
To request a return, please follow these steps:
2.1 Contact Customer Support
Email [email protected] with the following details:
- Your order number
- The item(s) you wish to return
- The reason for the return (e.g., defective, incorrect item, changed mind)
- Photos of the item (if it is damaged, incorrect, or defective)
2.2 Receive Return Authorization
Once we review your request, we will provide a Return Authorization Number (RAN) along with instructions on how to ship the item back. Returns will not be accepted without a valid RAN.
2.3 Pack and Ship Your Return
- Securely package the item(s) in the original packaging to prevent damage during transit.
- Clearly label the package with the provided Return Authorization Number.
- Ship the package to the return address provided in your authorization email.
- Customers are responsible for return shipping costs, except in cases where the return is due to a defective or incorrect item sent by Shelf and Story.
3. Refund Process
Once your return is received and inspected, we will process your refund based on the following conditions:
3.1 Refund Approval & Processing
- Refunds are typically processed within 5–10 business days after we receive the returned item.
- Refunds will be issued to the original payment method used for the purchase.
- You will receive an email confirmation once the refund is successfully processed.
3.2 Partial Refunds
In some cases, only partial refunds may be granted:
- If the returned item is not in its original condition, is damaged, or has missing parts for reasons not due to our error.
- If the return is requested after the 30-day window but is still approved under special circumstances.
3.3 Non-Refundable Charges
- Original shipping fees are non-refundable, except in cases where the return is due to an incorrect or defective product.
- If an item is refused upon delivery or returned without prior approval, a restocking fee of 15% may apply.
4. Exchanges
At this time, we do not offer direct exchanges. If you wish to exchange an item, you will need to:
- Return the original item by following our return process.
- Place a new order for the desired item separately.
We recommend this method to ensure that your preferred item remains available and is shipped as quickly as possible.
5. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please notify us within 7 days of delivery to be eligible for a free replacement or full refund.
5.1 Reporting an Issue
- Send an email to [email protected] with:
- Your order number
- Photos or videos clearly showing the damage or defect
- A brief description of the issue
5.2 Resolution Options
- If the claim is approved, we will provide a free return shipping label for you to send the item back.
- You may choose between:
- A full refund (including shipping fees)
- A replacement of the same item (subject to availability)
6. Late or Missing Refunds
If you have not received your refund after the estimated processing time:
- Check with your bank or credit card provider, as some institutions take longer to process refunds.
- Contact your payment provider (e.g., PayPal, credit card company) to verify if the refund is pending.
- If you still have concerns, reach out to us at [email protected], and we will assist you.
7. Order Cancellations
7.1 Cancellation Window
- Orders can be canceled within 24 hours of purchase for a full refund, provided they have not yet been processed for shipping.
- Once an order has been shipped, it can no longer be canceled, and you must follow the return process.
7.2 Pre-Order and Backorder Cancellations
- If you have placed a pre-order or backorder, cancellation requests must be made before the item is shipped to receive a full refund.
8. Contact Us
If you have any questions about our Returns & Refunds Policy, please do not hesitate to reach out:
📍 Business Address:
Shelf and Story
142 Bentworth Avenue, Toronto (Yorkdale-Glen Park), Ontario M6A 1P7, Canada
📧 Email: [email protected]
📞 Phone: +1 (647) 795-3212
🕘 Customer Support Hours:
Monday to Friday, 9:00 a.m. – 8:00 p.m. (EST)
At Shelf and Story, we value your trust and strive to provide the best service possible. If you have any issues with your purchase, please reach out, and we will be happy to assist you!