Refund policy

At Suppaw, we want you to feel confident when placing an order with us. If something isn’t right with your order, please contact us at support@suppaw.ca and we’ll do our best to help.

Returns for Non-Personalized Items

Non-personalized items may be returned within 14 days of delivery.

To be eligible for a return, the item must be unused, in the same condition in which it was received, and returned with its original packaging.

To request a return, please contact us at support@suppaw.ca with your order number before sending the item back. Returns sent without prior approval may not be accepted.

Unless the item arrived damaged, defective, broken, or incorrect, customers are responsible for return shipping costs.

Original shipping charges are non-refundable unless the return is the result of an error on our side or the item arrived damaged, defective, broken, or incorrect.

Personalized & Custom-Made Items

Personalized and custom-made products are prepared specifically for your order and are therefore final sale.

This includes products customized with engraving, names, dates, personal messages, uploaded photos, or other customer-selected personalization.

Personalized or custom-made items cannot be returned, exchanged, or refunded due to a change of mind.

Please carefully review all photos, names, dates, engraving text, messages, and other personalization details before submitting your order. Once preparation of a personalized order has begun, changes or cancellations may no longer be possible.

If an error appears in the information originally submitted by the customer, we generally cannot offer a refund or replacement.

However, if a personalized product arrives damaged, broken, defective, incorrect, or does not match the personalization details submitted with the order due to an error on our side, please contact us and we will review the issue and make it right.

Damaged, Broken, Defective or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, broken, defective, or incorrect, please contact us as soon as possible at support@suppaw.ca.

Please include your order number, a brief description of the issue, and clear photos showing the damage, defect, or problem.

Clear photos are required so that we can properly review the issue.

For functional or mechanical problems that may not be clearly visible in a photo, such as an issue with a moving part, light, fitting, or other product function, we may also ask you to provide a short video showing the problem.

Please keep the affected product and its original packaging until your request has been reviewed, as we may need additional information to assess the issue.

Once the issue has been reviewed and confirmed, we may arrange an appropriate replacement or refund, depending on the circumstances.

If the product arrived damaged, broken, defective, incorrect, or the issue resulted from an error on our side, you will not be responsible for any approved return shipping costs.

Personalized Order Errors

For personalized products, Suppaw prepares the item based on the information submitted with the order.

Please make sure that all names, dates, engraving text, uploaded photos, messages, and other personalization details are correct before completing your purchase.

We cannot normally provide a refund or replacement when the finished product accurately reflects information that was incorrectly submitted by the customer.

If the finished product does not match the personalization information you submitted, or if an error occurred during preparation on our side, please contact us with your order number and clear photos of the issue so we can review it.

Exchanges

For eligible non-personalized products, we do not currently process direct exchanges.

If you would like a different item, color, size, or variation, please contact us to request a return. Once the return has been approved, you may place a new order for the item you prefer.

Personalized and custom-made products cannot be exchanged unless they arrive damaged, defective, broken, incorrect, or contain a personalization error caused during preparation.

Refunds

Once an approved return has been received and inspected, we will notify you of the outcome of your refund request.

If approved, the refund will be issued to the original payment method used for the purchase.

Please note that your bank, credit card provider, or payment service may require additional processing time before the refund appears in your account.

Original shipping charges are non-refundable unless the item arrived damaged, defective, broken, incorrect, or the return resulted from an error on our side.

Order Cancellations & Changes

If you need to cancel or make a change to an order, please contact us at support@suppaw.ca as soon as possible.

We will do our best to accommodate your request if preparation has not yet begun.

For personalized or custom-made products, cancellations or changes may not be possible once the personalization or preparation process has started.

Items That Cannot Be Returned

For health, hygiene, safety, or product-integrity reasons, certain items may not be eligible for return once opened, used, or removed from their original condition.

Personalized and custom-made items are also final sale except in cases where the product arrives damaged, broken, defective, incorrect, or contains an error caused during preparation.

If you are unsure whether an item is eligible for return, please contact us before sending it back.

Lost or Delayed Packages

If your tracking shows unusual delays or your package has not arrived within the expected delivery period, please contact us at support@suppaw.ca with your order number.

We will review the available tracking information and help determine the appropriate next step.

Packages that are delayed in transit are not automatically considered lost. If a shipment is confirmed lost by the carrier or cannot reasonably be delivered, we will review the order for an appropriate replacement or refund.

Returned or Undeliverable Packages

Customers are responsible for providing a complete and accurate shipping address at checkout.

If an order is returned to us because of an incorrect or incomplete address provided by the customer, refusal of delivery, or failure to collect the package, additional shipping charges may apply if the order needs to be sent again.

If the delivery issue resulted from an error on our side, we will take responsibility for correcting it.

Contact Us

For any return, refund, damaged item, quality issue, or order-related concern, please contact:

Email: support@suppaw.ca

Please include your order number whenever possible. For damaged, broken, defective, or incorrect products, please also include clear photos of the issue. For functional or mechanical problems, we may request a short video if needed to properly review the problem.