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Shipping Policy
We provide free shipping for all items in Canada except for the following provinces YT, NT NU. Please note that additional shipping fees may apply to remote locations and rural areas such as the following Canadian Provinces and Postal Codes: NL, A0K, A0P, A0Q, A0R, and X0A-Y9Z. If you are outside Canada, please contact us to get a shipping quote at +1 (416) 792-6088 or customerservice@aosom.ca.
We will email tracking codes to the buyers within 24 hours after the item has shipping. Normally, the item will be delivered in 2 to 3 business days if you live in Ontario. For residents who live outside of Ontario, your items will be delivered in 2-9 business days. You can go on the courier's website and check the status at any time once you received the tracking number. (Due to the Covid -19 pandemic, it may take longer than usual. If you did not receive the tracking number or your item has not been delivered within 9 business days after receive our payment confirmation email, please contact us immediately. We will be unable to trace it if you contact us too late.)
Please noted that Shipping and Handling fee does not include insurance. We highly recommend buyers for more protection to purchase insurance to cover any loss or damage that may be incurred. We are not liable for any loss, theft, or damage to any goods during delivery if no insurance is taken out on the item. If you are not at home and the package dose not require your signature, the driver may leave the package at your front door. If your signature is required for the delivery, the driver will leave a notice card to inform the second delivery time. Re-deliveries are made only two times. If you miss the second delivery, you have to pick up the item at the station within a few days before it will be returned back to our warehouse.
If the package appears damaged, please write "Package Damaged" when you sign for the delivery. After receiving the package, please email us immediately. We will contact you to proceed with the damage claim. Please DO NOT throw away the boxes or packaging materials, otherwise, your claim will not be honored by the shipping company. We are not directly liable for any loss, theft, or damages, during delivery. Please be patient as we have to claim the damage with the shipping courier and send you the parts or replacement.
In addition, we do provide pick up service. Please give us a phone call if you wish to come and pick up your package. After we proceed your payment, we will send you an Email notification regarding the pickup details and your invoice.
Return Policy Return Online
Thousands of customers have been happy with our customer service because of our easy returns program which makes your purchasing experience as simple as possible.
All purchases may be returned for any reason within 30 days of the date of purchase upon receipt. There are no additional costs or fees associated with a return, including restocking fees or processing fees, however, some cases (as discussed below) may be at the customer’s shipping expense.
Items returned must be in their original packaging or acceptable packaging, along with all accessories in the original shipment. All instances of returns from damaged or defective products are shipped back to Aosom at Aosom’s expense. All other returns are shipped back to Aosom at the customer’s expense. In cases where you choose to provide the shipping, a tracking number must be provided to Aosom and confirmed delivered to our warehouse to complete the warranty transaction. Please note that it is at the company's discretion to decide if the item may be returned to Aosom. Please allow 2–5 business days for the refund to issue once the item has been returned, or we have stated your pictures are counting as your return. Unauthorized returns may not be accepted and any shipping charges will not be reimbursed.
If an item is not delivered or arrives in a damaged or otherwise defective state, please contact us immediately to submit a claim for a return. Aosom may require pictures or videos of defective/damaged items to issue a full refund. Once your claim is processed and approved, please allow 3–5 business days for the request to be completed. If a replacement unit or replacement parts are requested, please be aware that the fulfillment time frame is based on product availability and alternatives may be offered.
Warranty Policy
This limited warranty applies to products purchased from Aosom and its sub-brands: Aosom,Outsunny, HomCom, Soozier, Qaba, PawHut, Vinsetto, Kleankin, Durhand (collectively “Aosom Products”). Aosom reserves the right to provide the sole discretion on warranty coverage and availability as considered in a case by case basis. This warranty covers any defects in material or workmanship in all new Aosom products (as covered by this warranty). Only products sold by an authorized merchant, retailer, or through official marketplace transactions are covered. Some third-party marketplace retailers may include additional warranty terms that supersede this warranty or are in addition to the terms stated here. Unless otherwise stated, all products have a 90 days warranty that begins on the date of purchase. Please refer to the Aosom Return Policy for details on return options during the warranty period.
Please note that This warranty does not cover any problems caused by (a) misuse of the product, including commercial use, accidents, abuse, neglect, heat and humidity or (b) modification or any misuse contrary to the intended uses of the product, (c) damage caused by other equipment or (d) consequential damage, incidental damages or any costs related to construction, setup and assembly as incurred by 3rd party involvement. This limited warranty applies only to hardware products licensed and sold by Aosom Canada LLC, any manuals, media or documentation are licensed and warranted where applicable pursuant to separate written agreement.
Aosom will not provide any warranty coverage unless the claim is in compliance with all terms of this warranty statement and the proper return process and procedures are followed. To request warranty service, contact Aosom directly. This notification must be made to Aosom about warranty service and must be made within the warranty periods, any communication past the milestone marks of the warranty (30 day mark and 90 day mark) are not covered by this warranty. Your identity and order information will be collected and the warranty verified as a valid purchase by an Aosom representative. Once Aosom determines that warranty service is required, you may be prompted for additional information or required to decide upon competing alternatives for resolution. Damaged or defective products returned to us must be properly packaged in the original packaging, or packaging provided by us and shipped with the pre-paid shipping label provided by Aosom.
If you are purchase from our wholesaler or distributor, please note that wholesalers and distributors’ websites that are NOT affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any wholesaler and distributors’ materials or websites, or for any other materials, products, or services of third-parties.
We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any wholesalers and distributors’ websites.
Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.
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FAQ

Do you have warranty for your products?
Warranty terms will state on our product description. If the listing does not contain any warranty information then we do not offer any warranty for that particular product. Please be aware all accessories and bonus gift are not covered by warranty. e.g. Battery, earphone, cable, carry bag, etc.

What conditions does the warranty not cover?
The warranty is not available for product damage caused by reason other than manufacturer's defects, for example, damage during delivery, misuse, improper installation, faulty operation, wear n tear, damage to accessories or when product has been modified, repaired other than by us.

Can I transfer the warranty to my friends?
Warranty is not transferable. Any warranty claims must come directly from the original buyer.

Does warranty cover replacement?
The warranty applies only to the original product and is not extended for replacements.

How can I provide proof of defect of the products?
Please send email to customerservice@aosom.ca with a detailed description and digital picture of defective product as a proof of damage. Your email and pictures will help us to claim from the manufacturer.

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