Last Updated: April-23-2025

At hotpieexpress, we are committed to providing high-quality products. If you are not fully satisfied, our comprehensive Return & Refund Policy outlines your rights and our obligations under Canadian consumer protection legislation, including the Consumer Protection Act, 2002 (Ontario) and similar statutes across provinces.

1. The 30-Day Satisfaction Guarantee

You have thirty (30) calendar days from the date you receive your order to initiate a return for a refund or exchange.

2. Conditions for Returns

To be eligible for a full refund (excluding shipping), the item must:

  • Be in new, unused, and unworn condition with no signs of wear, stains, or damage.
  • Include all original tags, accessories, manuals, and packaging intact.
  • Be returned in the original shipping box (or equivalent protective packaging).
  • Not be a non-returnable item (see exclusions below).

Restocking Fee: A standard 15% restocking fee may be applied to returns that are due to a change of mind, unless the return is due to a defect or an error on our part. This fee covers inspection, re-packaging, and inventory processing costs.

3. How to Initiate a Return

  1. Submit a Request: Email our returns department at support@goswiftshelf.com within the 30-day window. Please provide your order number, the reason for the return, and photos/videos (if claiming a defect).
  2. Receive Authorization: We will issue a Return Merchandise Authorization (RMA) number and a return shipping address. Returns without an RMA number will not be accepted.
  3. Pack and Ship: Securely package your item(s) with the RMA number clearly visible on the outside of the package. Ship the item using a traceable and insured method (e.g., Canada Post, FedEx, UPS).
  4. Cost of Return: The customer is responsible for return shipping costs unless the item is faulty, damaged upon arrival, or is an incorrect item sent by us.

4. Refund Processing and Timelines

  • Inspection: Upon receiving your return, we will inspect it within 5–7 business days to verify its condition.
  • Approval: Once approved, we will process your refund to the original payment method used at checkout.
  • Timing: Refunds are typically processed within 10 business days of receipt of the returned item. Credit card refunds may take an additional 2–10 business days to appear on your statement, depending on your financial institution.
  • Partial Refunds: A partial refund may be granted (at our discretion) if the item is returned with signs of use, missing parts, or damages that occurred after delivery.

5. Defective or Damaged Goods (Warranty Claims)

If you receive a defective, damaged, or incorrect item:

  • Notification: You must notify us within 48 hours of delivery by contacting support@goswiftshelf.com with photographic evidence.
  • Resolution: We will arrange for a prepaid return label to return the item to us at no cost to you.
  • Remedy: We will either issue a full refund (including the original shipping charges) or send a replacement item, subject to stock availability.

6. Non-Returnable Items

The following items are not eligible for return or refund:

  • Gift cards and store credits.
  • Items that have been used, installed, or altered from their original state.
  • Items returned after the 30-day window.
  • Clearance/Outlet or “Final Sale” items, explicitly marked as such.

7. Contact

  • Email: support@hotpieexpress.com
  • Phone: +14167557572
  • Mail: 1900 Eglinton Ave E, Scarborough, ON M1L 2L9, Canada
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