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Returns & Refunds

We want you to absolutely love your order. If you have second thoughts, we will gladly take it back!

We want to make sure you have enough time to decide if you're completely satisfied with your purchase. That's why we offer a 14-day return window from the date you received your items. Please keep in mind that returns cannot be accepted after this timeframe. If you opt for mail-in returns, the first return label for each order is on us! We've also simplified returns with package-free drop-off locations across Canada, and we encourage you to try this method of return for instant refunds. US customers, stay tuned—drop-off return options are coming your way soon!

Are there conditions for returns?

To be eligible for a return, the products must be in their original packaging, with all original tags attached, and in a re-sellable condition.

Note:

  • If, by chance, you receive damaged, defective, or incorrect items, please report it to our customer support team here before initiating a return. We kindly request you report it within 7 days of delivery. We may ask for additional information or documentation to support your claim. This will allow us to promptly address any concerns and provide a satisfactory resolution. We hold ourselves to high-quality standards and assure you that this is a rare occurrence.
  • Certain items marked as non-returnable or final sale during the checkout process are not eligible for returns. If you encounter any quality issues with these items, please contact our customer support team here within 7 days of delivery for assistance.
  • We can only accept returns that meet our return policy requirements. If an item does not meet these requirements, we may not be able to issue a refund. In such cases, we may return the item to you at your expense.

How do I make a return?

If you need to make a return, we’re working to make this as quick and convenient as possible for you. You’ll need your Order Number and Email Address to get started.

For Canadian Customers:

You can return items that meet our return policy via mail-in or package-free and label-free dropoff locations across Canada. Our new drop-off return option means you won’t need to repack items or print off any shipping labels, and you’ll be able to instantly return your item - no more wondering when we will get it. We’re excited to offer drop-off returns and believe that this is one small way that we can employ more sustainable practices at Dealup. Click here to start your return in Canada.

For US Customers:

If you need to make a return that meet our return policy from the United States, we’re working to make this as quick and convenient as possible for you. You may use our self-serve return portal to make your return and download a customs-ready shipping label. Drop-off return options will be available soon for our US customers. Click here to start your return in US.

Note:

  • Please proceed to the return website and carefully follow the instructions provided to submit your return request. We may ask for additional information or documentation to support your return. Once you have submitted your return request, we will review it and get back to you via email.
  • We cannot accept returned items that we were not made aware of. Therefore, it is essential to create a return on our site, and we cannot be held responsible for any items that are returned to us without prior authorization.
  • In order to expedite the return process and avoid significant delays, please ensure that you do not combine separate orders into one return package or separate a return for one order into multiple packages. If you are returning items from multiple orders, please submit a separate return request for each order.

What do I need to know for mail-in returns?

A free prepaid return label is provided only for the first return of each order. Just keep in mind that if you need to return any additional items from the same order, shipping fees will be at your own cost. We will be providing you with returning instructions and the return label. The cost of any additional return label will be subtracted from your refund or store credit. However, we offer our drop-off returns to you at no cost.

Note:

  • We kindly request that you send back your package and have it postmarked within 7 days of receiving the return label. And each return label is intended for one-time use only.
  • You are responsible for the returned items until they reach us. Therefore, it is important to ensure that they are packed properly to avoid any damage during transit.
  • Dealup cannot be held responsible for any lost returns, thus we strongly advise retaining your tracking number to monitor the status of your return.
  • Please double-check that you only include items from Dealup in your return package. We cannot be held responsible for any items that are accidentally included and not from our store.
  • In order to expedite the return process and avoid significant delays, please do not send your return to the sender's address on your package. Please refer to the address on the return label that we provide.

What do I need to know for drop-off returns?

With our return partner, you can drop off your returns without any packages or label-printing at any of their kiosks across Canada. You’ll get an instant refund or store credit, and you won’t have to wonder where your package is in transit. We encourage you to try this service if you need to make a return, and would love to hear any feedback you have after doing so!

Note: Package-free returns mean no additional shipping supplies are needed. Please do ensure that items are returned in their original product packaging. If not, we won't be able to accept the return at our drop-off locations due to our policy.

Can I receive a full refund for my return?

All returns are subject to inspection, and we will process a refund for the price of the merchandise only. Original shipping charges are non-refundable.

Note: Please be aware that if the returned item(s) hasn't met all of the relevant criteria, we may not be able to provide a full refund. In such cases, we will evaluate the item's condition and issue a partial refund if appropriate. We want to inform you of this policy before you make your return to avoid any confusion or disappointment. You will receive an email notification once your refund has been issued.

When and how will I receive my refund?

Please allow 3 to 5 business days for the return to be processed. Once your return is processed, we will credit the funds back to your original method of payment.

Note:

  • For PayPal refunds: You can expect to see the credit in your balance within 48 hours.
  • For credit card refunds: It may take up to two billing cycles for your banking institution to process the transaction and for the refund to appear on your statement.
  • For drop-off returns in Canada: You’ll get an instant refund or store credit.
  • During high-volume seasons, it may take up to an additional week to process refunds. We appreciate your patience in such circumstances.
  • If you no longer have access to your original payment method, pleas reach out to our support team here. Our dedicated team stands ready to assist you in finding a suitable alternative to ensure a smooth refund process.

Can I exchange an item instead of returing it for a refund?

At this time, exchanges are not available for purchases made on Dealup. If you wish to exchange an item, we kindly ask that you return the original item and place a new order for the desired item when you are ready.

What happens to my D points if I return an item?

If you return an item, any D points you used for the returned item will be credited back to your point balance, along with a refund to your original method of payment. In the case of a partial return, the points will be returned on a prorated basis. This policy ensures that you receive a fair and accurate refund for any returned items.

If you return an item after receiving points rewards for placing an order, the corresponding points will be deducted from your account. If your points balance does not have enough balance, points will be deducted until it reaches zero, but will not fall below zero. This policy ensures that your account always reflects the most up-to-date balance of points and allows you to use them towards your next purchase with ease.

Does Dealup offer price matching?

At this time, we do not offer price matching from our competitors or other retailers. We apologize for any inconvenience this may cause. It's worth noting that other sources might show a similar product image at a lower price. This can lead to the perception that they are identical. However, this can often be a situation where the actual product doesn't match the image, implying a discrepancy in quality. People believe they are getting the same product when, in reality, they are not. Nonetheless, we strive to offer competitive prices and great value for our products, and we're always looking for ways to improve our offerings.

However, we offer price protection for purchases made from our store. If you find that an item you've bought from us is now available at a promotional price within 7 days of your purchase, we'll help. Simply reach out to our customer support here within this 7-day window. In line with our policy, we'll provide you with a gift card equal to the price difference. You can then use this gift card as store credit on your future purchases.

Can I return a gift I received?

Yes, you can return a gift you've received. If the original purchase receipt is provided, the return item's value will be loaded onto a gift card, serving as store credit for future purchases. This card remains valid for 1 year from the date of issue. Please note that the gift card cannot be exchanged for cash.

Note:

  • If only a portion of the gift card is utilized, the remaining balance will be retained on the card and can be used for subsequent purchases. A gift card is valid as long as there's a balance on it. To view the remaining balance, please check your email inbox for the gift card notification, where you'll find an option to see the current balance.
  • A gift card is transferable and can be used by anyone possessing the gift card code. It can be applied to the complete order total, including shipping and taxes, and can also be combined with other discount codes.
  • Please note if an item bought with this gift card is returned, the refunded amount will be credited back to the gift card.

We appreciate your cooperation in following our return process and we strive to make the return process as convenient and hassle-free as possible for you. We understand that you may have questions that remain unanswered. Rest assured that our team is always here to provide you with additional support.