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Shipping & Returns

Shipping

Shipping within Canada (standard)

All shipments anywhere in Canada $7 of charge regardless of the total amount on your order. Our team will always try to process and ship your order as soon as possible. Delivery typically takes 10 Business days. EQ Athletica will always try to choose the best option for your shipment. Due to the fact of using third parties for our shipments, and weather changes, we cannot be held responsible for any courier delays. We always do our best to get the product(s) to you as soon as possible. We will not provide you a tracking code with a standard (free of charge) shipment. It is understandable if would like to get an update about your shipment. So please contact us if you would like us to provide you more information regarding the estimated time of arrival (ETA) of your shipment.

You prefer a tracking number? Or you would like to use a certain courier? No problem. Simply just add a note in the comments before submitting the order and our team will contact you about your shipment. We will quote you for shipping and will only ship it with your written (email) approval. Please note that we cannot guarantee that we can offer you the perfect shipping method.

Shipping outside Canada

EQ Athletica is mostly focused on the Canadian market. HOWEVER, shipping all over the world has never been easier! All shipping costs do not include duties or brokerage charges. There could be additional charges when the products arrive at your address.

We will always do our best to get the product(s) to you as soon as possible. We will not provide you a tracking code with a standard shipment. It is understandable if you would like to get an update about your shipment. So please contact us if you would like us to provide you more information regarding the estimated time of arrival (ETA) of your shipment.

Out of Stock & Back Orders

We hope this will not happen but in the unlikely event a product is back ordered, you will be contacted with the estimated arrival date of the shipment. In the unlikely event a product is not in stock or sold out, we will notify you with all available options as soon as possible.

Order cancellation

It is possible to cancel your order. You will get a full refund. If we receive a cancellation request before your product is dispatched, we will cancel your order immediately. If you wish to cancel your order after it has been dispatched, please follow the normal return procedure. See our return policy on this page or contact us for more information.

Returns

We hope you will be happy with your purchase. However, should you wish to return any item to us, a full refund or exchange will be issued.

The item I received is not the item I ordered

If you received an item, which does not match the order, please inform us by email to info@eqathletica.com within 5 business days after delivery. We’ll replace the item or provide a full refund. To reimburse for shipping, a refund will be issued with your return. Please arrange to return the product by following the return procedure as described on this page.

Return for full refund

If you wish to return a product, you must contact us by email to info@eqathletica.com within 30 days after invoice date. Please provide us the following information: Name, address, order number and reason for return. You will receive a return confirmation by email within 3 business days. Please return the item to us within 5 business days after receiving the return confirmation.

Return the product unsoiled and in the same condition as it was delivered to you, with all original tags still intact. Please ensure any products returned to us for a refund are un-worn, have no stains on and are sent back with all original packaging and tags attached. A $15 fee may apply to each return without original packaging, original tag attached and/or if your product is soiled.

Please note that you will be responsible for returning the goods to us at your own risk and cost, we strongly recommend using an insured delivery method including a tracking number. All returned products will be thoroughly inspected and products that are returned with signs of being used will not be eligible for a refund. They will be refused and returned to the customer at the customer’s expense or charged up to a 50% restocking fee.

Please allow us up to 30 days to issue the refund.

Exchange goods

If you wish to exchange a product, you must contact us by email to info@eqathletica.com within 30 days after invoice date. Please provide us the following information: Name, address, order number and reason for return. You will receive a return confirmation by email within 3 business days. Please return the item to us within 5 business days after receiving the return confirmation.

Please add the following information to your return package:
Contact details & What the exchange is going to be.

Please note that you will be responsible for returning the goods to us at your own risk and cost, we strongly recommend using an insured delivery method including a tracking number. All returned products will be thoroughly inspected and products that are returned with signs of being used will not be eligible for a refund. They will be refused and returned to the customer at the customer’s expense or charged up to a 50% restocking fee.

Please allow us up to 30 days to ship the replacement product.

Damaged or faulty products

EQ Athletica aims to produce all products to the highest standards but unfortunately, from time to time; in production of large quantities mistakes may occur.

If you received an item, which you believe is damaged/faulty; we must be informed by email (info@eqathletica.com)within 2 days after delivery. Please provide us pictures of the damaged/faulty product and a clear description of the damage/fault. Any claim received more than 2 days after delivery will not be issued.

Our team may ask you to return the product for inspection. Please note that you will be responsible for returning the goods to us at your own risk, we strongly recommend using an insured delivery method including a tracking number.

Each approved damaged/faulty product claim is eligible for full refund or exchange. If the exchange option isn’t available, we will automatically issue the full refund. To reimburse for shipping, a refund will be issued for each product that was sent in for inspection.

Please allow us up to 30 days to issue the refund or ship the replacement product.

Not happy with our service or product?

We are always keen to review and improve our services to ensure we are meeting your needs in the best possible way! Do not hesitate to contact us if you’re not happy with our product or service. We will help resolve this as soon as we can. Email info@eqathletica.com or go to our contact page for the contact form.

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Constant desire for comfort

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a passion for horses and fashion

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