Shipping, Returns and Refunds Policy
RETURNS
Our return policy applies for 30 days. If 30 days have passed since receiving your purchase we can’t offer you a refund or exchange. The 30 day period begins when the customer picks up the item(s) or when your shipping service reports the purchase delivered.
Returns made on products that do not have manufacturing defects or are not an error made by Telescopes Canada will have a 10% re-stocking charge deducted from any refund returned to the customer.
To be eligible for return, your item must be unused and in the same condition it was delivered or picked up. It must include the original packaging with all parts and documentation included. Additional restocking fees may be assessed by Telescopes Canada after inspecting the merchandise and packaging if the items are not in the same condition as when shipped to or picked up by the customer.
Only regular priced items may be refunded; sale or discounted items cannot be refunded. Non-returnable items include:
- Gift cards
- Downloadable software products
- Shipping costs paid on the original order
- Discounted/Clearance/Open Box items (Regular manufacturer sale items can be returned)
- Special order products
Warranties are offered by the manufacturers of the astronomy equipment. We're required to follow their policies and procedures for warranty claims, and the final decision in all warranty claims rests with the manufacturer.
To complete your return we require you to contact us first to determine return eligibility. A receipt or proof of purchase or means to verify that the product was purchased from Telescopes Canada is required. Please do not send your purchase back to the manufacturer without arranging this with either Telescopes Canada or the manufacturer. If you are shipping an item for return, you a required to use a trackable shipping service or alternately purchase shipping insurance. We cannot guarantee that we will receive your returned item.
If required, Telescopes Canada can provide UPS return labels at volume discount rates if customers would prefer to use our labels. Return costs are deducted from refunds if our labels are used.
Returns should be addressed to:
Telescopes Canada
1 Rosetta Street
Unit 5
Georgetown, ON
L7G 3P1
(289) 428-1334
EXCHANGES
Only regular priced items may be exchanged; sale items cannot be exchanged.
We will only exchange items if they are defective or damaged prior to customer receipt.
We will ship replacement items once we receive the item(s) you are exchanging.
If you are shipping an item for return, you are required to use a trackable shipping service or alternately purchase shipping insurance. We cannot guarantee that we will receive your returned item.
REFUNDS (if applicable)
There are certain situations where only partial or no refunds are granted (subject to inspection and approval):
- Equipment with obvious signs of use or customer-inflicted damage.
- Any item not in its original condition and original packaging, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery or pick up.
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 and the amount to be refunded.
If the refund is approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within one week.
If you haven’t received a refund you are expecting, please following these steps:
- Check your bank account/Paypal account/credit card statement again after 5 business days. Card issuers can take some time to process refunds.
- Contact your credit card company - it may take some time before your refund is officially posted.
- Contact your bank. 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 support@telescopescanada.ca or (289) 428-1334, or the website chat service.
SHIPPING CUTOFF
Telescopes Canada does their very best to ship every complete order received prior to 2pm the same weekday, with a very high success rate. There are occasionally circumstances that impact this ability, such as poor weather causing the cancellation of courier pick-up or other incidents affecting courier pick-up, extreme volume of orders or other unexpected conditions.
RETURN SHIPPING COSTS
The buyer will be responsible for paying shipping costs for returning items unless the issue is an error on Telescopes Canada's part or manufacturing defect, or previously agreed upon.
SHIPPING REFUND
Telescopes Canada does not waive shipping fees, duties and taxes. We can only refund those charges if the order was cancelled prior to shipping.
Note that not all shipping services are refundable by the shipping providers based on missing the estimated delivery date. For example UPS will only guarantee "Saver" service shipments.
DUTIES, TARIFFS AND TAXES ON INTERNATIONAL SHIPMENTS
Telescopes Canada is not responsible for estimating or paying any costs associated with duties and taxes on shipment of goods outside of Canada and cannot refund these costs as they are paid to your local government. It is the customer's responsibility to know the import policies and regulations of their respective country or territory. These costs are assessed and billed by the customer's government upon import and Telescopes Canada has no visibility or control over this process. If we provide an estimate of costs of import, it is simply a rough estimate based on past experience and we hold no responsibility for costs which differ from this estimate.
RISK OF LOSS
Risk of loss and title for items purchased from Telescopes Canada pass to the seller upon delivery by the carrier or pick up. Telescopes Canada insures deliveries through the shipping carrier.
SHIPPING DAMAGE/LOSSES
Damage should be reported to Telescopes Canada as quickly as possible, no longer than 30 days after receipt of the shipment. If the shipment is a gift we encourage you to check the package and re-seal it within the 30 days.
Couriers will only cover shipping damage up to 60 days from delivery receipt, checking the shipment early gives Telescopes Canada time to assess any damage and take the appropriate action for claims.
BACK ORDERS
If any of the items on the order are back-ordered you will receive a separate notification listing the back-ordered products. Orders with back-ordered products are by default held until the complete order is ready to ship. You may contact us to request to have a partial shipment sent for orders with back-ordered products - in this case an additional shipping charge will apply to cover the additional shipping cost.
TYPOGRAPHICAL ERRORS AND ORDER CANCELLATIONS
Telescopes Canada reserves the right to cancel an order due to an error in pricing or description by Telescopes Canada or one of our suppliers, equipment being no longer obtainable or damaged, or other events which are out of our control.
Client-initiated order cancellations are accepted prior to shipment of the equipment to the customer, thereafter it is a return.