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Returns & Exchange Policy

At iQliving™ we are passionate about the products we carry and take great pride in selecting and carrying quality brand named products that can be used for a lifetime.  If you are not completely satisfied with your product, for any reason, we offer an easy, hassle-free full refund return or exchange policy.  Please read below for complete details.


 

Online & In-store Return Policy:

For almost all purchases, iQliving™ offers a 30-day full refund or exchange. All items considered for refund or exchange must be returned in "as new" unopened condition, free of visible marks, scratches or defects, complete with all packaging materials.  All returns or exchanges are subject to inspection and return approval by an iQliving™ team member. Please note ALL shipping and other fees are not refundable unless reason for return is an iQliving error.

For In-store and Online we do not accept for refund or exchange the following products:

  • Special Orders
  • Online exclusive promotions
  • Sale items
  • Discounted or Sale Items of 50% off MSRP or more
  • Items marked as Final Sale
  • Items that have been used
  • Items not in their original packaging
  • Seasonal items (ex: Christmas themed items)
  • Food or perishable items
  • All shipping charges, brokerage fees, insurance and any charges for return back to us

 

Delinquent Orders

If an online order has not been picked up within 30 days, we will contact you with a final notice to pick up the order. If arrangements cannot be made to pick up the order within a reasonable time frame from contact, we will restock all the items from the order at 100% cost and no refund will be given.

Refunds or exchanges are not permitted after the allowable return period.  All purchases after 30 days are considered a final sale.  See warranty section for warranty related items.


     

    Web Order Returns or Exchanges

    In-Store Return:

    Items purchased online follow the same return policy as items purchased in-store. You can return / exchange item(s) purchased online by visiting our store. If your order was shipped to you under our "free shipping" offer then your actual shipping cost will be deducted from your refund. Generally speaking, shipping, duty, brokerage and insurance charges are non-refundable; however, we will refund your original shipping cost if the return is a result of our error.

    For best practice, call or email ahead of time to let us know that you are planning on returning or exchanging an item so we can make sure that the item is eligible to be returned or we have in stock the item you want to exchange it for.

    Returning By Mail:

    Please Note: Customer is responsible for paying all shipping costs for returning an item that is not broken, damaged or a wrong item.

    By following the steps in the link provided below, you can conveniently return items to us by using Canada Post return labels. We strongly recommend you contact us before returning an item to us so we can make sure the item is eligible to be returned, otherwise we may not be able to issue a refund.

    Important information you will need to print a Canada Post return label:

    • Canada Post Return ID Number: PR199090
    • Return Authorization Number: 54200
    • Include your original order number in there Reference Number field

    Click below to start online refund:

    https://www.canadapost.ca/cpotools/apps/prse/label?execution=e3s1

    Returning An Item At The Post Office:

    You can absolutely return items to us by taking them to the post office and having them shipped that way. For best results, Canada Post strongly recommends you to bring these instructions with you when doing a return:

    -

    Attention Canada Post Office Clerk
    This customer has a domestic parcel for return that uses a Canada Post return ID number to generate a parcel return label from the RPS system. Please complete the following steps in RPS:

    1. Place the item on the scale.
    2. Select Return Services.
    3. From the Item Details screen, enter the Canada Post Return ID Number (listed below).
    4. Complete the required fields, including dimensions, and select Complete.

    -

    Important information you will need to print a Canada Post return label:

    • Canada Post Return ID Number: PR199090
    • Return Authorization Number: 54200
    • Include your original order number in there Reference Number field

     


     

    Web Order - Damaged in Shipping

    We do our absolute best at the store to make sure every single order we send out is safely and securely packaged as can be. However, we highly recommended that you inspect the product(s) immediately upon delivery for visible damage and/or breakage (we cannot help on an order that is 3 months old that you just opened!).

    If items in your order are damaged, contact us right away at customercare@iqliving.comwith pictures showing the damage. If the item is deemed damaged, we will gladly send a replacement. If were are out of stock, we will send you a comparable product that you would like. And if we can't do that for, we will issue a full refund with a return of the original item.

     For best results with a broken item, do the following:

    1. Keep all of the packaging materials, box, and damaged items.  Carrier may need to inspect the package.
    2. Take photos of the damaged item and any damage to the shipping box.
    3. Send us an email about the damage; include description and photos of damage.
    4. Please be sure to include your full name, web order number and phone number used for the purchase.
    5. Be patient! We will issue a full refund and/or ship out a replacement item as soon as merchandise is returned to us.

    Note: Please be advised that we may only issue a refund on damaged items and NOT send a replacement due to stock availability or logistics.

     


     

    Gift Cards & Gift Receipts

    Gift Cards:

    iQliving™ gift cards cannot be returned for a refund and cannot be redeemed for cash.

    Gift Receipts:

    If you have received a gift and it was accompanied by a gift receipt, at iQliving™ we will only exchange or issue an iQliving™ gift card on returns.

    iQliving™ Gift Registry In-Store or Online Returns:

    Purchaser:

    For items purchased off of an iQliving™ gift registry may be returned by original purchaser for a full refund within 30-days of event date or 30-days from purchase date, whichever is greater.  Please see return policy above for exceptions and procedures.

    Recipient:

    Recipient has up to 60 days from event date or 30 days from purchase date for an exchange.  If recipient is not satisfied we will issue an iQliving™ gift card on returns.  A gift receipt must accompany return.  Please see return policy above for exceptions and procedures.


     

    Price Adjustments to our Own Products

    iQliving™ prides itself in always trying to pass on savings to our customers and from time-to-time suppliers sends us cost price updates or a better price has been negotiated on an item.  If you see we have lowered the price on an item you purchased within 7 days of your original purchase, we will offer you a one-time price adjustment on your purchase, providing you acknowledge it with the original sales receipt.

    Price Matching:

    If you find a lower price on an identical In-Stock item from any local retailer, we’ll match their current selling price.

    Price Match is available only with proof of current, local advertised retail price for identical in-stock items.  The competitor's price must be in effect at the time of the Price Match request and within 7 days of original purchase.  The item must be the identical brand, model and must be new and factory sealed.  The pricing offer must pertain to the GTA and be in-stock at the competitor's local store.  The Price Match cannot be combined with any other offer or store promotion.

    To request a Price Match, present us with proof of a competitor’s lower price for an identical in-stock item.  Once an iQliving™ team member verifies that the item is in-stock and available for sale at the lower price, you will receive your credit.

    We Do Not Price Match the following:

    • Special Orders
    • Sales, Black Friday, Cyber Monday, Boxing Day, or otherwise special event promotions
    • Items advertised with limited or minimum quantities available
    • Internet pricing offers valid only online
    • Ecommerce exclusive businesses (including but not limited to Amazon, Well, etc)
    • Items that are not in stock in-store, in Toronto
    • Retailers that require paid memberships or loyalty programs
    • Store opening specials
    • Coupons, free or bonus offers, going out of business, clearance or liquidation prices, volume discount pricing or mail-in rebates and BOGO promotions

     

    Promotion and Coupon Usage Guideline

     A coupon and promotional code can only be used towards non-sale items and cannot be combined with any other promotions or specials.  Coupons and Promotions cannot be used towards orders already placed.  If an item is being returned for refund and your purchase doesn’t meet the promotional or special offer requirement, the amount will be added back.

    To prevent abuse, we reserve the right to discontinue or modify special offers at any time without notice.


     

    Abandoned Items

    Items that have not been picked up from our stores within 90 days of the transaction date will be considered abandoned and will be donated to charity.  We will attempt to contact you a minimum of 3 times within the 90 day period before we deem an item abandoned.

    Within 90 days of Purchase Date:

    If the item is defective we can exchange it to you free of charge within 90 days of purchase date.  Item must be returned at your cost to assess the situation.  If deemed defective we will reimburse you your out-of-pocket shipping cost and send you a new replacement product at no charge.

    After the 90 days but within a Year of Purchase Date:

    If the item is defective we can exchange it.  It is your responsibility to ship the item to us.  We will send it back to the manufacturer on your behalf and if deemed defective they will replace the product.  We will then ship the item back to you at no charge.  Warranty replacement is at the discretion of the manufacturer.

    After a Year from Purchase Date:

    If your item is defective after a year from date of purchase, it is your responsibility to ship the item to us with a $56.50 cheque made payable to iQliving™.  This fee is to cover shipping charges to and from the manufacturer and shipping charges back to you.  Should you like to pick-up the item in store the fee is $34.50; which is the cost of the item to send to the manufacturer and back only.  Warranty replacement is at the discretion of the manufacturer.

    Please note turnaround time for warranty items can be at minimum 8 weeks from receipt to us.  Should a manufacturer repair or replace an item the original date of purchase is still to be used as the warranty date and not date of replacement.


     

    Returns from the United States

    Currently we only ship to Canada and the United States.  Returns can be done from the United States following the same return policy above.  Warranties are void when shipped across the border and purchaser must take care of all manufacturer warranty dealings.

    Refund amounts for returned items will be credited in original Canadian dollars as charged, however please note exchange rate may fluctuate depending on the exchange rate at time of refund.


     

    Changes to Orders or Cancelling of Orders

    At iQliving™ we strive to get your orders out as soon as possible.  Because your order is processed quickly, there is a limited period of time that you will be able to change or cancel your order.  The best is to call us immediately at 416-466-2727 and speak to one of our team members.

    If your order has gone out please see return policy above.