Refund policy

We have a 14-day exchange policy, which means you have 14 days after receiving your item to request a exchange. 

To be eligible for a exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a exchange, you can contact us at aliveatalltimes@gmail.com. Please note that exchanges will need to be sent to the following address: 90 winges drive unit #202-B, Vaughan, ON.  

If your exchange is accepted, we’ll send you a exchange shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a exchange will not be accepted.

Once your exchange is accepted, you’ll need to cover the shipping cost to return your item to us. Once we receive it, we’ll take care of sending you your new product as soon as possible. 

You can always contact us for any exchange question at aliveatalltimes@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be exchanged, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns. We only accept exchanges.

Exchanges
The fastest way to ensure you receive the right product is to exchange the item you have, and once the exchange is accepted, we will provide you a tracking number for your exchanged item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at aliveatalltimes@gmail.com.