True North Shop Return Policy

Thank you for shopping with us! We want you to be completely satisfied with your purchase. If you’re not happy for any reason, we’re here to help with our straightforward return and exchange process. Please review our policy below to understand how returns, exchanges, and refunds work.

1. Return Window
You may return eligible items within 30 days from the date of purchase/delivery. For Holiday Season purchases (made between November 1 and December 25), we offer an extended return window until January 31 of the following year.

2. Eligible Items and Conditions
To be eligible for a return or exchange, items must be:

• Unused and in the same condition as received. Must be in re-sellable condition.
• In their original packaging, with all tags, labels, and accessories included.
• Accompanied by the original receipt, or proof of purchase through TrueNorthSHOP.com (order confirmation email with order number).

Non-Returnable Items:

• Final sale/clearance items (marked 40% off or more)
• Custom or personalized orders, including customized jersey orders

3. Return Options
We offer the following options for eligible returns:

• Full Refund: A full refund to your original payment method. For web orders, a refund will be processed when items are received.
• Exchange: Swap for a different size, color, or item of equal or lesser value, subject to availability.
• Store Credit: With a gift receipt, you may make an exchange of products or receive a Jets Gear gift card for the full purchase amount, which can be used for future purchases.

How to Start a Return for an Online Order
To initiate a return, follow these steps:

1. Contact our customer support team at customerservice@truenorthshop.com within the return window.
2. Provide your order number and reason for the return.
3. We’ll email you a return authorization form that will need to be added inside the package that is being returned.
4. Package the item securely in its original packaging and the return authorization form will be used as proof of purchase.
5. Drop off the package at an authorized shipping location or schedule a pickup.

Shipping Costs
Free Returns: We will reimburse customers for return shipping on any defective or items incorrectly sent.

*Note: Item(s) must be returned by customer using STANDARD Canada Post or the USPS Service.  Express Service will not be reimbursed.

Customer-Paid Returns: For all other returns, customers are responsible for return shipping costs unless otherwise stated. Shipping fees from the original order are non-refundable.

Refunds

• Once we receive and inspect your return, we’ll notify you via email about the approval or rejection of your refund. If approved:
• Refunds will be issued to the original payment method within 3-5 business days.
• For gift returns, we’ll issue store credit to the gift recipient or refund the original purchaser.
• Note: Depending on your bank or credit card provider, it may take additional time for the refund to appear in your account.

Exchanges
Exchanges are subject to the same conditions as returns. If you need a different size, colour, or item, let us know when initiating the return, and we’ll guide you through the process. Exchanges are subject to product availability.

Defective or Incorrect Items
If you receive a damaged, defective, or incorrectly sent item, please contact us immediately via email at customerservice@truenorthshop.com.  We will provide a prepaid return label and offer a full refund, exchange, or store credit, based on your preference.

International Returns
For international orders, please contact us for specific return instructions, as additional fees (E.g., customs duties) may apply. Customers are responsible for the return shipping costs unless the item is defective or incorrect.

4. Contact Us
Have questions about our return policy or need assistance? Reach out to us:

• Email: customerservice@truenorthshop.com
  
• Social media channels - @JetsGearStore:
  • X
  • Facebook
  • Instagram
    

Reminder: All exchanges/returns must have a Return Authorization Form included inside the parcel.  Our support team will provide the shipping address to return your package.

Our return policy is designed to make your shopping experience worry-free while ensuring fairness for both you and our business.

Thank you for choosing TrueNorthSHOP.com!