We will gladly accept returns on unworn merchandise in new and perfect condition if shipped back to us within 10 days of having received your product from Canada Post.

SALE ITEMS: All sale items discounted 30% or more are not returnable and shall be deemed FINAL SALES.  No refunds or exchanges shall be accepted on any of these products.

ALL OTHER ITEMS: Please follow the directions below.

RETURN RULES AND PROCEDURES: For items purchased at less than 30% off only.   

1. Send us an e-mail requesting return of your product(s).  [email protected].
2. All returns must be in the mail within 10 days of having received them from Canada Post.
3. Used merchandise will not be accepted for return.  Only new and clean, please.
4. Product box must be in like new condition with all labels intact and returned in original packaging.
5. All returns must include the original receipt inside of the box.
6. Canada Post can provide you with pre-paid packaging that is often less expensive than wrapping a parcel yourself.  It also protects your return from being damaged in shipment.
7. Please write:  Attn. Returns Department clearly on the outside of the package.
8. Return shipping costs are your responsibility.  We will not refund any shipping charges.

CAUTION: Failure to adhere to all the above return rules and procedures will result in us not accepting your refund.  Please do not send items C.O.D. or we will deduct that amount from your refund.  “Return to Sender” shipping fees will likewise be deducted from any refunds, so please double check addresses prior to shipping your returns.

Exchanges 

If you would like to exchange your purchase for a different size or colour, please return the original item following the procedures described above.  Providing you have followed all of the appropriate guidelines; your return will be approved, and an automated refund will be issued to you.  Then you can simply place a new order for the appropriate purchase.  Please be aware that we cannot guarantee that the new order will be offered at the same sale price as the original.  If the item you are ordering is no longer on sale, the current price listed on the website will prevail.

PRICE MATCHING:  We have committed to offering fair prices for our merchandise, as suggested by our manufacturers.  Therefore, we do not price match offers from other websites or retailers.

COLOUR DISCREPENCIES:  Due to variance in lighting conditions and computer displays having been calibrated differently, colors of products may appear slightly different in person than they do on our website.  Furthermore, fabrics and leathers will accept dyes slightly differently from one item to the next.  Return shipping costs will not be covered by Mountain Soles based upon your interpretation of a difference in colour.  Please contact us prior to purchase if you have concerns about your colour choice and we will be happy to discuss colour choice with you in advance.

DEFECTS:  If you encounter a defect in your item(s) purchased within the first two months of purchase, please e-mail photos of the affected area to:  [email protected] for our review.  We will then contact our supplier on your behalf for them to assess the problem.  Please allow five working days for us to get back to you with further instructions regarding repairs or potential replacement under warranty.  Shipping fees for defective returns are the responsibility of the customer.      PLEASE BE AWARE THAT ALL WARRANTY AUTHORIZATION IS AT THE DISCRETION OF THE SUPPLIER ALONE.  MOUNTAIN SOLES HAS NO CONTROL OVER THIS PROCESS OR OVER THE DECISIONS MADE BY THE SUPPLIERS OF ALL RETAIL PRODUCTS THAT WE SELL.  

SIZE RECOMMENDATIONS:   Since no two feet are created equal, we cannot guarantee sizes selected by our customers will fit the same from person to person.  The conversions listed by manufacturers do not always align with our collected data either.  Over sixty years of experience in measuring feet has shown us that length of foot is only one of many key factors to look at in choosing size as well.  Ultimately, size choice is left up to the customer and we cannot be held responsible if you find that the shoe you purchased does not fit the way you had hoped it would.