Customer Service

 
 

 

RETURN & EXCHANGE POLICY

 

What is your return policy?

It is possible to return any unworn, unused, unwashed or defective merchandise by mail to our warehouse in Saint-Pie, Quebec, Canada. Returns made within 30 days of the order ship date will be refunded to the original payment method (14 days for sale items). Returns made after 30 days from the date of shipment will have a 30% return charge in inventory, it will simply be deducted from the refund due.

 

Is it possible to modify or cancel my order?

We start processing your order as soon as we receive it; thus, it is not possible to modify an order for an item in inventory once it has been placed and confirmed. For a "made-to-order" or made-to-order product order, you will have 1 working day to contact us with a correction, please note that we cannot add an item to your order.

That being said, it is possible for you to cancel your order within a short period of time after placing your order if it is still in the web order processing department. So be sure to speak to a representative promptly by calling or chatting with us during our business hours. Important: Do not send an email to cancel your order, email processing times are often slower than order processing times.

For orders with "made to order" or made-to-order products, once the order has been processed by the production team, it will unfortunately no longer be possible to cancel it.

Personalized items are non-refundable or exchangeable (height, logo, colour, etc.) and the order cannot be cancelled once put into production.

A 30% return-to-stock charge may apply. Please read our return policy for more information.

 

What are the accepted payment methods?

Gorila Fitness accepts the following payment methods: Visa, MasterCard, American Express and Gorila Fitness Gift Cards.

 

Why is my item on hold?

Sometimes an item for sale on Gorilafitness.ca has not yet been received at our distribution center, or an item has been so popular that it is awaiting replenishment. You can still order these items to reserve the colour and size you want, but we can only ship them to you when stocks have been replenished. The estimated shipping date will be shown in your basket for each item.

Note: In rare cases, shipping dates for pending items are subject to change without notice. We will send you an email message informing you of any date change.

 

How can I return or exchange my order?

Unfortunately, exchanges are not offered. Returned items can only be refunded. If you would like an item in exchange, please place a new order online.

Personalized items are non-refundable or exchangeable (height, logo, colour, etc.) and the order cannot be cancelled once put into production.

Click here to return your order with a postage-paid label.
Please include the original order slip and place it in the well-sealed shipping package.
Be sure to remove or make illegible any old shipping label on the package and affix the postage-paid shipping label to the package.
Simply drop off your package in a mailbox or at a Canada Post branch. No stamp required.

An administration fee of CA $10.00 will be deducted from the refund if the item weighs less than 15kg and a fee of CA $25.00 if the item weighs more than 15kg. These charges may vary depending on the weight and size of the product. Shipping charges paid on the original order are non-refundable.

It is the customer's responsibility to return the items in compliant and secure packaging (use the box or bag used for the initial shipment). Do not affix the return label directly to the merchandise). Non-compliance may result in additional costs.

We will send you an email message when we have processed your return.

 

How long will it take to process my return?

Please allow approximately 2-3 weeks from the time you mail your return for processing. You will receive an email when the return has been processed.

 

Is it possible to exchange my order?

Unfortunately, exchanges are not offered. Returned items can only be refunded. If you would like an item in exchange, please place a new order online.

 

What if I lose my order slip?

If you have misplaced your order slip and you are the person who made the purchase, write down your order number, your name and full address and the name of the returned item on a piece of paper and insert the paper in the box with the item you are returning.

If you require a new postage-paid label for the return, or if you are not the person who originally made the purchase, please contact us for assistance. Please provide either the order number or the name of the person making the purchase and the shipping address so that we can locate the original order.

 

Does Gorila Fitness offer price adjustments?

We are pleased to offer the possibility of a single price adjustment for an item purchased on our website if it goes on sale within 14 days from the date of shipment of your order and you request it within 14 days of placing your order. A refund for the price difference will be issued using the original payment method.

 

What happens if my item is damaged or defective?

IMPORTANT* If the carrier is suspected of being responsible for the breakage, you must make a note of it on the delivery slip of the deliverer when possible, this greatly speeds up the processing of your exchange.

If you receive a damaged (in transit or not) or defective item, please send photos of the item (or items) to info@gorilafitness.ca. Be sure to include any relevant information such as;

  • Your full name and original order number
  • Could transport or packaging be the cause of the defect or damage?
  • List the defective item (s) and describe the defect (s).

 

What if my package gets stolen on my front porch?

Gorila Fitness is responsible for the deliveries until they are dropped at the customers' designated place. Once the shipping carrier has confirmed delivery, the package becomes the online shopper's responsibility. We suggest that if you won't be home when a package is delivered, consider having your stuff shipped to your office or at a place you'll be sure someone will be there.