Shipping, Returns and Refunds Policy
RETURNS
Our return policy applies for 30 days from date of delivery or pick up. If 30 days have passed since receiving your purchase we can’t offer 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 undamaged 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 or promotional sale items may be refunded; items sold as OPEN BOX, DISCONTINUED, CLEARANCE or REFURBISHED cannot be refunded or returned. Non-returnable items include:
- Gift cards
- Downloadable software products
- Shipping costs paid on the original order
- Discounted/Clearance/Open Box/Refurbished items (Promotional sale items can be returned)
- Special order products
- Solar glasses and solar kits
To complete your return we require you to contact us first to determine return eligibility. A receipt, order number 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 Emailed 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
RETURN SHIPPING COSTS
The buyer will be responsible for paying shipping costs for returned items unless the issue is an error on Telescopes Canada's part or identified manufacturing defect, or as previously agreed upon.
SALE PRICE MATCH FOR PAST SALES
Price matches for products that have subsequently dropped in price are eligible for a price match for 30 days from the date of the sale. A digital gift card will be issued upon request for the difference in price, including taxes.
EXCHANGES
Only regular priced items may be exchanged; clearance/discontinued items cannot be exchanged, with the exception of items found to be defective or damaged prior to customer receipt.
We will ship replacement item(s) 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. Returns are 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 is no longer refundable, unless a prior agreement has been made with Telescopes Canada.
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 adjustment 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, please contact us at support@telescopescanada.ca or (289) 428-1334, or through the website chat service.
WARRANTIES
Warranties are offered by the manufacturers of the astronomy equipment. Telescopes Canada is required to follow manufacturer policies and procedures for warranty claims. The final decision in all warranty claims rests with the manufacturer, not Telescopes Canada.
Some manufacturers require the customer to pay for shipping to and in some cases from the manufacturer's repair facility back to the customer for warranty and repair cases. Please check with us to determine what if any costs apply for a specific case.
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.
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 the courier missing the estimated delivery date. For example UPS will only guarantee "Saver" service shipment delivery dates. Generally ground and other inexpensive shipping options are "best effort" by the shipping carriers to meet their estimated delivery dates.
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 at the time of 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 may differ from this estimate.
SHIPPING DAMAGE/LOSSES
Telescopes Canada insures all shipments, which covers loss or damage to in-transit deliveries with our shipping carriers.
Risk of loss and title for items purchased from Telescopes Canada pass to the seller upon delivery by the carrier or customer pick up.
Damage or loss 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 for the future we encourage you to check the package within 30 days of receipt.
BACK-ORDERS
If any of the items on your order are back-ordered you will receive a separate Email 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 of the second shipment. Telescopes Canada reserves the right to choose the most appropriate shipping method to ship follow-up shipments in cases where the customer is not paying for the follow-up shipment.
TYPOGRAPHICAL ERRORS
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.
ORDER CANCELLATIONS
Customer-initiated order cancellations are accepted for full refund prior to shipment of the equipment to the customer, thereafter it is a return.