RETURN POLICY

HOW DO I RETURN CLOTHING OR SUPPLEMENTS TO YOU?

Please CONTACT US prior to sending any package to us for a return. Once you have received your Return Merchandise Authorization (RMA) or other instructions you can return your items by sending them in a carefully packed box to:


Gorillajack.com
ATTN: Returns
1665 Main St.  Winnipeg, MB, Canada  R2V 1Z1
 

Include your name, order number, phone number, the reason you are returning the item, and then let us know if you would like a refund (minus shipping) or an exchange. We will take care of this for you within 24 hours of the time it arrives back to us, and we will e-mail you to let you know that we received it. Of course, we can not be responsible for the amount of time that it takes for the item to be delivered back to us, or if the item is lost or broken during shipment to us.

HOW DO I RETURN OR EXCHANGE CLOTHING?

You can return your item to us and place a new order to receive the item of your choice.


Alternatively, once your return items are received back at our facility, we can issue you a credit note for the item to repurchase the correct colour/size you were after. Items can only be returned within 10 business days of receiving your order.


PLEASE RETURN YOUR ITEM(S) TO US FOLLOWING THE METHOD BELOW:

Before sending your items back, please CONTACT US to notify us of your intent to return your clothing items with your Full name, Order ID number, and the details of all the item(s) you wish to return and why. Our customer service team will then be able to provide you with the returns address and any other details that will assist you in the steps you need to process a return.


To get in-touch with our customer service team, fill in the required form on our CONTACT US page. You should receive a response within 48-72 hours. If items are sent back without e-mail correspondence or without meeting the following return eligibility criteria, items will be sent back and you will be charged shipping fees incurred in returning the item to you.


In order to be eligible for return, items must meet the following requirements:

  • Returned within 10 business days of receipt of receiving your order*.
  • In original packaging, unworn condition, free of stains and odor, with tags still attached.
  • You must be the original purchaser
  • Items/orders were purchased at full cost.

NOTE: Customer is responsible for shipping fees to send return or exchange items back to GORILLA JACK. Original shipping charges are non-refundable.

CLOTHING ITEMS NOT ELIGIBLE FOR RETURN/EXCHANGE

CLOTHING ITEMS NOT ELIGIBLE FOR RETURN/EXCHANGE INCLUDE:
  • Items that have been worn, washed or used in any way. Your item cannot be replaced due to industry standards on Health and Hygiene and wear and tear.
  • Sale and discounted items. This includes items purchased with promo codes.
  • Clearance items
  • Items purchased at events, trade shows and expos.
  • Booty Shorts - due to the intimate nature of this garment your item cannot be replaced due to industry standards on Health and Hygiene.
  • There will be NO RETURNS on International orders (outside of Canada). All sales are final on International purchases.

    • WHAT ARE YOUR CLOTHING RETURN POLICIES?

    REFUNDS: Please note, we do not issue refunds on non-faulty items, only in-store credit once your return item is received back at our facility.


    Please also ensure that you keep your postal receipt from the post office once your items have been shipped back to us. Your certificate of postage (receipt) will need to be kept in a safe place, as you will need this as proof of your return. If you are unable to present your receipt upon request as proof of postage, GORILLA JACK reserves the right to refuse a refund or issue in-store credit.


    If the customer fails to provide a receipt of proof of postage upon request, GORILLA JACK reserves the right to refuse store credit or a refund for the item. GORILLA JACK is not liable if any losses incurred when returning your item back for replacement. The item is the customers responsibility until it is received back at our facility. The item will be subject to inspection upon arrival, if deemed to be unfit for return (worn, washed or used in any way or falls outside our given time frame for returns), your item will be refused and returned to sender.


    By returning your items, you, the customer have acknowledged and agreed to cover any costs involved in order to receive store credit for the value of your goods. This means you will only receive store credit to repurchase your items for an existing order and the customer will be required to cover any costs involved in order to reship your goods. We are not the couriers and cannot be held liable for any costs which are incurred in using their services.

    DEFECTIVE CLOTHING OR MIS-PACKED ITEMS

    To get in-touch with our customer service team, fill in the required form on our CONTACT US page. In your message please include your order number and you will receive a response with instructions within 48-72 hours. You may be asked to email us photos of the defective items.


    If items are sent back without correspondence or without meeting the following return eligibility criteria, items will be sent back and you will be charged shipping fees incurred in returning the item to you.

    WHAT DO I DO IF I RECEIVED A DAMAGED SUPPLEMENT PRODUCT?

    We make every effort to package the item the best we can so that it will be in perfect condition when it arrives at your door. Unfortunately, in rare cases an item may be damaged during shipment. We understand your frustration and we will do everything we can to replace the product as quickly as possible!

    CAN I RETURN OR EXCHANGE A SUPPLEMENT THAT IS NOT OPENED?

    Yes! We understand how your circumstances may change or you may change your mind. As long as you return the item(s) within 90 days, unopened, and still in "sell-able" condition, we can give you a full refund for the product(s) or exchange the item for something different. Of course, we can not refund your shipping or return shipping fees.

    I OPENED THE SUPPLEMENT CAN I STILL RETURN/EXCHANGE IT?

    If you have already opened, used, or partially used a product that you received from us, in some cases we may be able to give you an in store credit towards new items. You will need to CONTACT US to determine if we can take the product back. All of these types of inquiries are done on a case by case basis. We cannot refund you for opened products - exchanges or store/credit only.


    Before you can return an opened product, you will need to CONTACT US. Please provide us with more details about the situation. You may be asked to to return the supplement back to us. We will provide you with return instructions. Once the product returns to we will give you an in store credit minus the shipping or return shipping fees. We can not accept returns or exchanges on the items that you recieve resulting from this return of an opened bottle.

    IF I GET SICK TAKING A SUPPLEMENT, CAN I RETURN IT?

    Sometimes a product may not agree with your stomach or you may have a negative reaction. Luckily, this is extremely rare and if it does happen, it is not anything major. We will gladly give you an in-store credit or exchange for an opened item that you feel caused you discomfort. We ask that you CONTACT US immediately. Please provide details of what you are experiencing. We may ask for a photo of the label and/or the LOT Number & Expiry Date that is printed on the bottle.

    DO YOU CHARGE A RESTOCKING FEE FOR SUPPLEMENT RETURNS?

    It depends on the reason for the return and the amount of time that it takes you to return it. If the item is not opened, you can return it within 90 days and there will be no re-stocking fee. If the item is opened and you received a RMA (Return Merchandise Authoriazation) you can return it for an exchange or in-store credit within 90 days with no re-stocking fees. If you return your item after these dates, you will be charged a small 25% re-stocking fee. We can not accept returns from orders that were placed over 90 days ago.