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Shipping & Returns Policy


 

SHIPPING POLICY

 

  • If your items are in STOCK please allow a processing time of 3- 5 business days + shipping time.
  • If your item is a PRE-ORDER, then please check instructions of the estimated delivery/ shipping time in the item description/ at the time of purchase.
  • In case there is a problem and your item(s) cannot be shipped, we will contact you as soon as possible with a potential resolution.
  • If you have any questions please feel free to contact us, we will do our best to help.

A signature is required for all deliveries, Before you sign please check for the below concerns:

  • Check for damaged packaging or goods.
  • Ensure you have received the proper number of items/ packages.
  • Before signing for the package please carefully check the parcel and review all its content.
  • It is important to mark as detailed as possible on the packing slip any condition you want to report/ address. YOUR SIGNATURE INDICATES ACCEPTANCE, and if you just sign without inspecting the packaging or its contents, that means you are accepting the shipment “as is”. In case you did not receive the correct number of items, or if any item is damaged, make sure you mark this before you sign. If damages or shortages are not recorded, the shipping/ courier company will not honour insurance claims and unfortunately, Infinia Apparel will not be able to honour our Returns Policy.
  • In case there are any damages or shortages they must be reported immediately (within 24 hours) using our Returns Policy. Please send us an email titled “INFINIA SHIPMENT ISSUES” and describe the problem.

 LOCAL SHIPPING: CANADA

The orders processed by INFINIA APPREL are mostly delivered in Canada using Canada Post shipping services. This service is available to all provinces and territories across Canada. Each order is provided with a unique tracking number. To check on the status of an order’s Canada Post shipment, please enter your Canada Post's tracking number on the Canada Post website.   

  • All orders are processed and delivered Monday through Friday, excluding holidays.
  • Please note that orders placed after 5 pm EST will be processed starting the next business day.
  • A signature is required for all deliveries. Again, please check your items before signing receiving them.
  • Certain items qualify to free shipping or the shipping price is offered at a discounted fee (info given in the item description or at the checkout). Shipping charges are non-refundable.

During checkout, customers can choose one of two shipping options:

  • STANDARD/ CANADA POST GROUND shipments for stock items will be processed in 3-5 business days plus an additional up to 7-14 business days for delivery. Overall, please allow up to 20 business days from the initial order date to receive your shipment. Shipping timeline may vary in rural areas. We will try to be as effective as we can.
  • EXPRESS/ CANADA POST EXPRESS PRIORITY shipments for the stock will be processed in up to 3 business day plus an additional up to 7 business days for delivery. Overall, please allow up to 10 business days from the initial order date to receive your shipment. Shipping timeline may vary in rural areas. We will try to be as effective as we can.

 INTERNATIONAL SHIPPING: USA

In case your shipping fees and timelines are not specified/ processed at check out: Please inquire by email with title US SHIPPING REQUEST, specifying your name, address, email, phone # and we will inform you of the shipping price and timelines. Please specify in case you need a rush shipping (Express) otherwise, we will ship Standard. Shipping charges are non-refundable.

  • All orders are processed and delivered Monday through Friday, excluding holidays. Please note that orders placed after 5 pm EST will be processed starting the next business day.
  • Above delivery dates are estimates and may be subject to customs clearance processing time.
  • A signature is required for all deliveries. Again, please check your items before signing receiving them.
Please note that according to the US De Minimis regulations, single shipments valued at up to $800 inclusive, are tax and duty exempt.  Single shipments valued over $800 are subject to applicable taxes and duties levied by the U.S. government and you will be expected to pay these charges upfront, at checkout. In case of returns, please keep all original shipping documents and waybills for your tax and duty reimbursement claims.
  • STANDARD shipments for stock items will be processed in 3-5 business days plus an additional 7-14 business days for delivery. Overall, please allow up to 20 business days from the initial order date to receive your shipment. Shipping timeline may vary in rural areas. We will try to be as effective as we can.
  • EXPRESS orders for stock items will be processed in up to 3 business day plus an additional up to 7 business days for delivery. Overall, please allow up to 10 business days from the initial order date to receive your shipment. Shipping timeline may vary in rural areas. We will try to be as effective as we can.

  INTERNATIONAL SHIPPING: REST OF THE WORLD

In case your shipping fees and timelines are not specified/ processed at check out: Please inquire by email with title INTERNATIONAL SHIPPING REQUEST; specifying your name, address (both in English and your language, if different), email, phone # and we will inform you of the shipping price and timelines. Please specify in case you need a rush shipping (Express), otherwise, we will ship Standard. We will try to be as effective as possible.

 International shipping is charged a flat rate of $120 per order.  We reserve the right to increase this rate for large orders or remote areas. Shipping charges are non-refundable.

For International shipping, the customers are responsible for all associated clearance charges of the shipment, inclusive of any local import taxes, duties and clearance fees. Please note you will be expected to pay these charges upfront, at checkout.  In case of returns, keep all original shipping documents and waybills for tax and duty reimbursement claims.

  • STANDARD shipments for stock items will be processed in 3-5 business days plus an additional 7-30 business days for delivery. Overall, please allow up to 35 business days from the initial order date to receive your shipment. Shipping timeline may vary in rural areas. We will try to be as effective as we can.
  • EXPRESS orders for stock items will be processed in up to 3 business day plus an additional up to 7 business days for delivery. Overall, please allow up to 10 business days from the initial order date to receive your shipment. Shipping timeline may vary in rural areas. We will try to be as effective as we can.

 All orders are processed and delivered Monday through Friday, excluding holidays. Please note that orders placed after 5pm EST will be processed starting the next business day. Above delivery dates are estimates and may be subject to customs clearance processing time. A signature is required for all deliveries. Again, please check your items before signing receiving them.

 

RETURNS & EXCHANGES POLICY

 

At INFINIA APPAREL we hope that you will love our products. However, if our product is not what you expected we accept exchanges or returns if they meet the following conditions:

EXCHANGES

We can accept exchanges if:

  • The product will be returned within 5 days of your delivery date.
  • The product will be returned in its original, unworn, unaltered and unwashed condition, having all original tags and packaging.
  • The item is not a discounted, promotional, sale, or custom item
  • We will have in stock another product(s) that you like, for the same or higher value (we will charge the difference if it is the case).
  • Please email us with the title “INFINIA EXCHANGE” and you will receive the details where to ship back your item(s). Please specify your full name, email address, phone #, address, Order #, and reason for exchange. Also specify the Style Name, Style Number, Colour, Size, for returning item(s), as well as those for the replacing item(s) so we can put them on hold for you. Fill an exchange/ return form, downloadable on our website here to be sent with the email, and a print copy with your return parcel.
  • To ensure an expedient exchange, please include all paperwork received in your shipment.
  • The product return and all the associated costs will be done at your expense, so the carrier and shipping method are up to you. 

RETURNS

Since we are a small designer company and we will produce accordingly with our pre-orders, unfortunately, we cannot accept returns for products with a value over $100. 

To be returned, an item needs to meet the following conditions

  • To be returned within 5 days of your delivery date.
  • To be in its original, unworn, unaltered and unwashed condition, having all original tags and packaging.
  • To have value under $100.
  • The item is not a discounted, promotional, sale, or custom item
  • Please email us with the title “INFINIA RETURN” and you will receive the details where to ship back your item(s). Please specify your full name, email address, phone #, address, Order #, and the reason for return. Also specify the Style Name, Style Number, Colour, Size, for returning item(s). Fill an exchange/  return form, downloadable on our website here to be sent with the email, and a print copy with your return parcel.
  • To ensure an expedient return, please include all paperwork received in your shipment.
  • The return parcel must be received at our address within 7 business days from the date of return or 13 business days from your item delivery date, for all refunds.
  • The product return and all the associated costs will be done at your expense, so the carrier and shipping method are up to you, as long as we receive it in time.
  • We will deduct $10/item from your refund amount for warehouse restocking.

Once your return shipment is received and approved, a refund will be processed within 5 business days- except during peak season, when it may take an additional 10 days. Peak periods include promotional periods and holidays.

 Any item returned that does not meet all of the above criteria will not be accepted and will be returned at your expense. For any further questions or concerns please contact CUSTOMER SERVICE at the email or phone number on our website at CONTACT US.

 

DISCOUNTED, PROMO, SALE, CUSTOMIZED ITEMS

Please note that any item that was discounted, promotion, sale, or customized/ custom-made merchandise are considered a FINAL sale, and cannot be refunded nor exchanged.

 We reserve the right to post spontaneous promotions/ sales on any product at any time. Items that were previously purchased or purchased after these promo/ sales events will not be price adjusted. Items purchased promo/ sales events are FINAL SALE.

USA & INTERNATIONAL: In case you paid import duties and taxes and wish to apply for duty and tax refund, please submit a claim to your country’s government for reimbursement.  You will need to provide import and export waybills and shipping documents for your claim. Please note that Infinia Apparel is not responsible for your refund application.