Return & Exchange Policy

Last Updated: January 1, 2026

Our Promise to You

At TamaTherapy Inc., we stand behind the quality of every product we sell. We want you to be completely satisfied with your purchase. If for any reason you're not happy with your order, we'll make it right through our hassle-free return process.

Return Eligibility

To be eligible for a return or exchange, your item must meet the following criteria:

• Returned within 30 days of the delivery date
• In original condition with all tags, packaging, and accessories included
• Unused, unaltered, and free from damage (except for manufacturing defects)
• Accompanied by proof of purchase (order confirmation or receipt)

Non-Returnable Items

The following items cannot be returned or exchanged:

• Items marked as "Final Sale" or purchased from our clearance section
• Gift cards and store credit
• Personalized or custom-made products
• Items damaged through misuse, negligence, or accidents
• Products missing original packaging or accessories
• Items showing signs of wear, washing, or use beyond reasonable inspection

How to Initiate a Return

Returning an item is simple and straightforward:

1. Contact Us: Email [email protected] or call +1 416-555-2134 with your order number and reason for return
2. Receive Authorization: Our team will provide a Return Merchandise Authorization (RMA) number and return instructions within 24 hours
3. Package Your Item: Securely pack the item in its original packaging with all accessories and documentation
4. Ship the Return: Use the prepaid return label we provide, or ship to: TamaTherapy Returns, 200 Bay Street, Suite 1600, Toronto, ON M5J 2J2
5. Receive Refund: Once we receive and inspect your return, we'll process your refund within 5-7 business days

Refund Options

You may choose from the following refund options:

• Original Payment Method: Full refund to your credit card, debit card, or original payment method (no restocking fees)
• Store Credit: Immediate store credit for the full purchase amount, plus a 5% bonus for future purchases
• Exchange: Swap for a different size, color, or product of equal value

Return Shipping Costs

We believe returns shouldn't cost you extra:

• Defective or Damaged Items: Free return shipping - we provide a prepaid label
• Incorrect Item Received: Free return shipping and expedited replacement at no charge
• Change of Mind: Free return shipping on your first return; subsequent returns incur a $9.95 shipping fee (deducted from refund)
• Exchanges: Free outbound shipping on the replacement item

Processing Time

We process returns as quickly as possible:

• Return Receipt: 1-2 business days after we receive your package
• Inspection: 1-2 business days to verify condition and eligibility
• Refund Processing: 3-5 business days to process your refund
• Payment Posting: 5-10 business days for the refund to appear on your statement (varies by bank)

Defective or Damaged Products

If you receive a defective or damaged item:

• Contact us within 7 days of delivery
• Provide photos of the damage or defect
• We'll arrange free return shipping and offer your choice of replacement or full refund
• Defective items beyond the 30-day window may still be covered under manufacturer warranty

Manufacturer Warranties

Many of our products come with extended manufacturer warranties:

• Warranty periods vary by product (typically 1-5 years)
• Warranty claims are handled directly with the manufacturer after the 30-day return period
• We're happy to assist you in contacting manufacturers for warranty service
• Specific warranty information is listed on each product page

Exchanges

Want to exchange for a different item?

• Exchanges follow the same 30-day window as returns
• Items must be in original condition
• If the new item costs more, you'll pay the difference
• If the new item costs less, you'll receive store credit for the difference
• Exchanged items ship free to you

Order Cancellations

Need to cancel an order?

• Orders can be cancelled free of charge before they ship
• Contact us immediately at [email protected] or +1 416-555-2134
• Once an order has shipped, it cannot be cancelled but can be returned under our standard policy
• Custom or made-to-order items cannot be cancelled once production begins

International Returns

While we primarily serve Canadian customers:

• International orders may be subject to return shipping fees
• Import duties and taxes are non-refundable
• Contact us for specific instructions for international returns

Lost or Stolen Returns

We recommend using trackable shipping methods:

• TamaTherapy Inc. is not responsible for returns lost in transit when using customer-selected shipping
• When using our prepaid labels, tracking is automatically included
• Keep your shipping receipt and tracking number until your return is processed

Gift Returns

Received a gift you'd like to return?

• Gift recipients can return items for store credit
• If you have the gift receipt or order number, a refund can be issued to the original purchaser
• Gift returns follow the same 30-day policy

Special Circumstances

We're committed to flexibility:

• Extended Return Window: During the holiday season (November 15 - December 24), purchases can be returned through January 31
• COVID-19 Considerations: We understand current circumstances may delay returns. Contact us if you need an extension
• Bulk Orders: Large orders may have modified return terms, clearly communicated at time of purchase

Contact Us

Questions about returns or need assistance?

Returns Department
Email: [email protected]
Phone: +1 416-555-2134 (ext. 2 for returns)
Hours: Monday-Friday, 9AM-6PM EST