Refunds, Returns, and Exchanges
At SoleSupport.ca, your satisfaction is important to us. Please read the following policy carefully to understand the conditions under which returns, refunds, exchanges, cancellations, and warranty claims are granted.
By completing a purchase with SoleSupport.ca, you acknowledge and agree to the terms of the return, refund, and exchange policy outlined below.
Return Eligibility & Refund Terms
Returns are considered for refund only within 30 days of the original purchase date and only if authorized. Return requests after the 15-day return window will not be accepted.
- A 15% restocking fee applies to all eligible refunds (waived if store credit is chosen — please see below for information regarding store credit). Restocking fees on medical supplies such as compression socks supplies are industry standard due to the nature of the products.
- Original shipping charges are non-refundable and will be deducted from the refund.
- Customers are responsible for return shipping costs, unless the item is damaged or incorrect.
Important: The standard return policy and refund terms apply to all orders unless a store credit is explicitly discussed and approved. No exceptions.
* Packages that are left unclaimed and/or returned to sender are subject to the standard return policy. Please note, a return to sender shipping fee will be deducted from the refund.
Return Authorization Required
Customers must contact SoleSupport.ca within 15 days of the original purchase date to determine if a product is eligible for return. Returns requested after 15 days are not eligible and will not be accepted. All returns require prior authorization from a representative.
Important: You will be responsible for return shipping
To request a return, email customercare@solesupoprt.ca with the following information:
- Full Name
- Order Number
- Product(s) to be returned
- Reason for return
Once approved, you will receive further instructions.
Refund Processing
Refunds are typically processed within 3 business days of receiving the returned item.
We recommend that customers keep a copy of their label for their records or note the tracking number somewhere easily accessible to monitor the progress of the return.
Once the return is reviewed and approved, a confirmation email will be sent.Refunds may take 5–7 business days to appear on your statement, depending on your card issuer.Packages that are left unclaimed and/or returned to sender are subject to the standard return policy. Please note, a return to sender shipping fee will be deducted from the refund.
Store Credit Option
Customers may opt for store credit instead of a refund.
- If chosen, the 15% restocking fee is waived
- Credit does not expire and can be used on any future purchase
- Store credit must be discussed and approved at the time of return authorization. No exceptions.
- Credit must be applied at checkout — it cannot be applied after an order has been placed
- Once an order is placed, we cannot alter the payment method
Important: Customer is responsible for return labels, unless the return is due to damage or an error on our part.
Warranty
We facilitate warranty support as an authorized retailer. All warranty decisions and processes are determined solely by the product manufacturer. Warranty coverage is typically based on the purchase date of the customer or retailer.
Please note: Warranty claims are subject to manufacturer discretion, which may cause delays or denials.
To initiate a warranty claim:
- Email Customercare@Solesupport.ca with your order number and concern details
- Provide photos, videos, and/or serial numbers as requested
- You may be asked to ship the product to us or directly to the manufacturer
- Shipping costs related to warranty claims are the customer’s responsibility unless otherwise specified
Damaged or Incorrect Items
If your order arrives damaged or contains incorrect items, contact Solesupport.ca within 10 days of delivery to initiate a claim.
Please provide clear photos of the following:
For damaged items:
- Outer shipping packaging
- Product packaging
- Damaged product(s)
For incorrect or missing items:
- All items received
- Outer shipping packaging
- Packing slip
Do not open any incorrect items. Opened items cannot be returned or exchanged. Claims cannot be processed after 10 days from receipt.
Cancellations
If you wish to cancel or edit an order, please contact Orders@solesupport.ca as soon as possible after placing your order:
Orders@solesupport.ca | 1-778-601-4237
Hours: Monday to Friday, 9am–5pm PST
Although our standard processing time is 1–3 business days, many orders are shipped same day or the following business day. Once an order has been shipped, we are unable to cancel or modify the order.
We recommend placing orders carefully, as cancellations cannot be guaranteed once processing begins. Please verify the product, product SKU, size (if applicable), and compatibility prior to adding the item(s) to your cart and again at checkout to ensure orders are placed accurately.
We also recommend that orders be placed under the account or account details of the individual for whom the product(s) are intended. This ensures the invoice reflects correctly for tax and/or insurance purposes.
