30 Day Return Policy
**As of September 21st 2017, all items sold are Final Sale and cannot be returned for refund for any reason. Please make a request with our Customer Service team by clicking here before you order, if you have any questions regarding size and fit.**
Submitting a Return Request:
LiveOutThere.com offers all Canadian customers a FREE 30 DAY return window from the date of delivery. Returns mailed back outside of that 30 day window will be deemed ineligible for return and sent back to the receiver's address.
Returnable Condition Guidelines
In order to be eligible for a full refund, your returned item(s) must meet the LiveOutThere.com return guidelines. Please be courteous and ask yourself the following question: Would you consider this item to be brand new in its current condition?
It is the responsibility of the customer to let the team at Live Out There know if their product arrived damaged or incomplete. We request that you please inform our Customer Relations department of any defects or damages immediately upon arrival. You can reach them by email at email@example.com or by phone at 1-855-577-2556. Otherwise, your item(s) may be refused upon inspection.
If your return item does not pass our quality control inspection, it will be held at our warehouse temporarily until the appropriate shipping arrangements can be made. As a company we have the right to refuse or restrict refunds for any items being returned to our warehouse.
- No Tags, No Refunds, No Exceptions.
- Returns need to be postmarked within 30 days of your delivery date.
- Items that arrived damaged to be postmarked within 3 days.
- Returned items must be free of scuffs, scratches, odours, obvious damage or wear, stains and hair.
- All original packaging must be sent back with the parcel.
- Shoes returned without the original shoebox will be denied a refund. Please note that shoeboxes must arrive in re-sellable condition.
- All products must be sent back in a secondary package to avoid damage during transit.
- Shoeboxes sent back with packing tape or a shipping label directly adhered to them will not be accepted for a refund and will be returned to the customer. Shoeboxes MUST be sent back in either a secondary box or another form of packaging to protect them from significant damage caused by tape.
To request a return or exchange, please click here and input the necessary information as prompted. As soon as you have submitted your return request, you will receive an approval email with a prepaid Canada Post shipping label attached in a PDF format. You will need to print this PDF and adhere it to the outside of the parcel you would like to send back. Your return parcel must be mailed back to LiveOutThere within 30 days of the Canada Post delivery date. Please ensure that all contents are securely placed inside of a secondary box or the original packaging prior to shipment. Items that are damaged in transit will not be accepted back for a refund. Live Out There cannot be liable for lost in-bound packages.
Reporting Missing/Lost Parcels
If your parcel does not arrive on or before its scheduled delivery date, please allow an extra 1-2 days for it to be delivered. If it still has not arrived after this time, please reach out to our Customer Relations team at firstname.lastname@example.org and we will open a formal Canada Post investigation to track down your parcel. Please note that as per Canada Post's policy, we are unable to open lost/missing parcel investigations after a 90 day period from the date of purchase and will not be able to assist with claims made outside that timeframe.
Unfortunately we cannot offer our American customers free return shipping. You will be responsible for the cost of shipping your order back to our Canadian warehouse. Your return parcel must be mailed back to LiveOutThere within 30 days of the Fedex delivery date.You must include the original customs declaration paperwork that arrived with your order, along with a note indicating the goods being returned to Canada originated in Canada. Here is a template you can use for the note:
Parcel Contains Returned Merchandise that Originated in Canada - DUTY/GST EXEMPT
The ___________ mentioned on this invoice was exported from Canada during the month of _____________ in the year _________, the goods were not advanced in value or improved in condition (e.g. altered, processed or repaired) when they were out of the country, and no refund, drawback or exemption of customs duties and/or taxes has been granted or will be claimed.
You will be refunded when your parcel arrives in our warehouse in refundable condition with the appropriate customs declaration paperwork.
Please note that if we are charged duty or tax as a result of you not including the proper paperwork, you will be refunded the amount of your order less the amount of duty or tax we are charged.
Sale Items vs. Final Sale Items:
Sale Items: We will certainly accept sale items back for return as long as they meet the return guidelines listed above and are within the allotted 30 day return window. If you need to exchange the item for a different size, we are happy to extend the sale price to the new order within 30 days from the original purchase.
Final Sale Items: We are unable to accept final sale items back under any circumstances. This includes returns for store credit. Please carefully check your item for a final sale indicator in the checkout section, prior to finalizing the order. Final sale means: No Returns. No Exchanges. No Exceptions.
The following items will always be considered Final Sale:
- Baselayer Bottoms
Can I exchange my item(s)?
We treat returns and exchanges as completely separate transactions. First, you need to request a return label through our online process to return the item that was the incorrect size. Then simply go to the website and make a brand new purchase for the correct size that you require. It’s that easy! We will honour the sale price paid for the exchange within 30 days of the original purchase. You will be refunded for the original purchase once the item(s) arrive back to our warehouse.
Generating the Return Label:
Account Holders: Generating a return label as an account holder is fast and easy! All you need to do is go through the following steps:
- Click the “Login” button located in the top right hand corner of the website home page.
- This will prompt you to input your name and email address.
- Click “My Account” located in the top right hand corner of the website.
- The third link down will say “My Returns” - choose that link.
- You can then click the blue highlighted “Request New Return” button.
- Select an Order Number and a Reason for the Return from the drop down menus.
- Click “Submit Request.”
You will receive your prepaid Canada Post return shipping label to your account email. You can simply print off the label and adhere it to the outside of your parcel. The item(s) must be returned in a secondary box to avoid damage during transit.Guests: To request a return label as a guest on the LiveOutThere website, click here to input the necessary information as prompted. Once your return request has been submitted, you will receive an email with your Canada Post prepaid return shipping label attached as a PDF (Canadian customers only). You can adhere that PDF to the outside of the secondary package and send it back to us free of charge!