Returns Policy
Return Period
Our return policy allows returns within 30 days from the date of delivery. After this period, we cannot offer refunds or exchanges.
Eligible Returns
We accept returns on products that:
- Were shipped by MoveOnPack
- Are in their original condition
- Show no signs of wear or use
- Include all original tags and packaging
- Are accompanied by proof of purchase
Non-Returnable Items
The following items cannot be returned:
- Custom-made or personalized backpacks
- Items marked as final sale
- Personal care items
- Items damaged due to misuse
Return Process
- Contact our customer service at ask@moveonpack.com to initiate your return
- Receive a Return Authorization Number (RAN)
- Package your item securely with all original materials
- Include the RAN and original receipt
- Ship to our returns address in Toronto
Refund Process
Once we receive your return:
- We will inspect the item within 2 business days
- You will receive an email confirming receipt and inspection status
- Approved refunds will be processed to your original payment method
- Refunds typically appear in your account within 5-10 business days
Shipping Costs
Please note:
- Original shipping charges are non-refundable
- Return shipping costs are the responsibility of the customer
- For defective items, MoveOnPack will cover return shipping
Exchanges
For exchanges:
- Contact us at ask@moveonpack.com before sending your item
- Ensure the desired replacement is in stock
- Follow the same process as returns
- Include your exchange preference with the return
Damaged or Defective Items
If you receive a damaged or defective item:
- Contact us within 48 hours of delivery
- Provide photos of the damage
- We will arrange return shipping at our expense
- Replacement items will be shipped once we receive the damaged item
Contact Information
For any questions about returns or refunds:
- Email: ask@moveonpack.com
- Phone: +1 (416) 782-2843
- Address: 216 Roselawn Ave, Toronto, ON M4R 1E9, Canada