Character Co.

Shipping & Return Policy

 

SHIPPING & RETURNS

Before placing an order through our store, we recommend carefully researching the product you intend to purchase. Any return/exchange must be unused and in brand new condition. If you would like any additional information about a product before making a purchase, please contact us; we have a team of friendly, experienced, and very knowledgeable Customer Service Representatives standing by who are happy to help you find the perfect piece.

Our shipping, return and exchange policy is listed below; please read thoroughly, and contact us if you have any questions.

SHIPPING POLICY

Shipping within Canada

The checkout process on our website features built-in shipping options that are real-time and true to cost. The shipping costs depend on the weight of your package, the destination and the shipping method you choose. Once you add the products to your cart and enter your province and postal code, you will be able to see the shipping quote. We currently ship through Canada Post.

Once your order has been placed, you will receive an email confirming the order was received. An additional email with tracking information will be sent out separately (normally within 2-3 business days but can vary) as soon as the product has left the warehouse. Once processed at the warehouse, orders typically ship within 2-3 business days. Exceptions include: after holiday weekends, peak/busy influx of orders, stock outs, or delivery address issues.

While we make the best effort to ship your orders as soon as we get them, please keep in mind we are a global business occasionally affected by local and cross-border circumstances beyond our control. Whenever possible, we will pre-alert you to circumstances that may cause delays. If you have any questions or inquiries on your order please email us at info@characterco.ca.

If your tracking information states “Not Found,” please allow until 7:00 pm PST for it to update on the tracking website. Tracking information will update on the website once the package is picked up by the courier.

Shipping to U.S.A.

Sorry, Character Co. does not currently offer shipping to the USA.

 

REFUND POLICY

Character Co. offers a full refund on orders that have been cancelled before they have been fulfilled in our warehouse. To cancel an order, you must reach out to Character Co. via email info@characterco.ca or by telephone at (204) 221-5557. Generally, an order will be locked and unable to be canceled after 2 hours of purchase.

An order cannot be canceled once it is in transit; a customer must wait for the package to arrive and make a Return or Exchange.

 

ORDERS RETURNED WITHIN 30 DAYS

Any/all items purchased from Character Co. and/or any of its affiliates must meet the following requirements to be eligible for a refund:

  • Item(s) must be in original, brand new (unused) condition.
  • Item(s) must be shipped back and received in office within (30) days of the original delivery date.
  • Return must include a Return Authorization (RA) number which can be acquired by emailing us at info@characterco.ca. Please be sure to include your order number and item(s) list you plan to return in your email.
  • A photo of the item in the original, unused condition is also required.
  • Buyer must understand and agree to pay for all shipping costs associated with returning the item(s). This includes non-reimbursement of any expedited shipping services selected at the time of purchase
  • Item(s) must be returned in full to receive the full refund, missing parts will be deducted from the total refund.

Character Co. reserves the right to deny any return or exchange and may request additional information as a condition of a return.

You must have an authorized RA number for all returns. This will ensure proper processing of your item(s). We are not responsible for items sent to us without an RA number. The RA number must be written on all sides of the packaging that the returned item is being shipped in. If you have any further questions, please contact us via e-mail.

Buyers are responsible for all shipping costs associated with the return process. Assuming all conditions above are met, you will be refunded the entire order less the shipping costs within 1 week from our receipt of the goods.

 

ORDERS EXCHANGED WITHIN 30 DAYS

Character Co. offers free shipping on all United States Exchanges. Any/all items purchased from Character Co. and/or any of its affiliates must meet the following requirements to be eligible for an exchange:

  • Item(s) must be in original, brand new (unused) condition.
  • Item(s) must be shipped back and received in office within (30) days of the original delivery date.
  • A photo of the item in the original, unused condition is also required.
  • Return must include a Return Authorization (RA) number which can be acquired by emailing us at info@characterco.ca. In the email, please be sure to include your order number and item(s) you wish to exchange, along with a brief reason for the exchange.

You must have an authorized RA number for all exchanges. This will ensure proper processing of your item(s). We are not responsible for items sent to us without an RA number. The RA number must be written on all sides of the packaging that the returned item is being shipped in. If you have any further questions, please contact us via e-mail.

Character Co. will not ship the new item until we have confirmation the exchanged item(s) has been received in our warehouse. Upon shipping, we will send out new tracking and package details via email.

Character Co. reserves the right to deny any return or exchange and may request additional information as a condition of an exchange. Our team inspects every return we receive before we issue a refund. If we find that a piece has been used in any way, we cannot grant a refund.

 

RETURNING OR EXCHANGING ORDERS THAT ARE DAMAGED OR DEFECTIVE

If your order from Character Co. is damaged in shipping or has a Manufacturing Defect, DO NOT USE THEM OR TRY TO FIX THEM. Character Co. offers free exchanges shipping on any/all item(s) affected. If you receive Damaged or Defective item(s) please reach out immediately to info@characterco.ca.

  • Item(s) must be in original, brand new (unused) condition.
  • Item(s) must be shipped back and received in office within (30) days of the original delivery date.
  • Must have (2) images of the product (1) zoomed in detail of the damaged area and (1) image displaying the item(s) as a whole.
  • Must have a brief description of the problem.

All damaged & defective related inquiries must be received within 14 days of delivery date by contacting info@characterco.ca. Damages that involve broken glass do not need to be returned back to Character Co., and a replacement will be shipped out immediately. In the event there is a Manufacturing Defect, Character Co. will send a prepaid shipping label and require the product to be returned to us. Your replacement item(s) will ship as soon we have confirmation the Defective product has been scanned by the USPS.

 

YOU RECEIVED AN INCORRECT ITEM

If you have received a wrong item DO NOT USE IT – no exceptions will be made. Please include your order number and a clear picture of the wrong item with the support request or the email. If you use the item, in any regards, the contract between characterco.ca and the customer will be considered fulfilled and we cannot refund or exchange the item.

 

WARRANTY

Some of our items such as vaporizers and scales have warranties. Please take the time to register your product if indeed a warranty card is included in the package. Items that come with warranties, are highlighted on the product pages.

 

ORDERS RETURNED AFTER 30 DAYS

Products are not eligible for return or exchange after thirty (30) days.

 

NOTICE

Character Co. reserves the right to amend this Return Policy at any time by posting the amended terms on this page. As well, Character Co. and its affiliates reserve the right to refuse a return for any reason.

 

 

 

SAFE BROWSING & SECURE SHOPPING

Character Co. provides a safe browsing and a secure online shopping experience.

      

 You must be 19 years or older to enter and purchase any products on this site.
All products displayed on this site by Character Co. are intended for adults only.

* Must be of legal age and abide by local laws & regulations of Manitoba and your province or state.