Shipping & Returns

SHIPPING

Chilly Moose online orders are fulfilled with the utmost security by our trusted partner company - Georgian Bay Leisure Ltd. 

 

SHIPPING PACKAGES DURING COVID-19  - UPDATED FEBRUARY 2021

SHIPPING DELIVERY TIMES ARE A LITTLE LONGER THAN NORMAL. Chilly Moose fulfills your order within 2 - 3 business days of receipt. Once your order leaves the warehouse it is the responsibility of our shipping partner. Chilly Moose does not have control over delivery times. To track your order, please use the tracking number provided in the shipping email from us.

If you have questions regarding your package tracking or delivery please contact the shipping provider directly.

 

FREE SHIPPING

Free shipping on orders over $100.00 before taxes. Only applicable in British Colombia, Alberta, Saskatchewan, Manitoba, Ontario, Quebec, New Brunswick, Nova Scotia, and Prince Edward Island. Not applicable in Northwest Territories, Yukon, Nunavut, and Newfoundland & Labrador. 

Excludes all coolers and fridge-freezers. 

 

RETURNS & EXCHANGES

Customer satisfaction is our first priority - we want you to love your Chilly Moose as much as we do. We inspect each and every item before it ships from our warehouse, and we will not send items that aren't in perfect condition. 

Please note: Chilly Moose is not responsible for minor cosmetic damages, such as, but not limited to, scuffs or small dents, which can sometimes occur during shipping. We take every precaution while packing your items to ensure they arrive safely. Minor cosmetic damages due to rough shipping are rare, but can happen. If it does happen, please notify us immediately and send photos for us to review: ecom@chillymoose.ca

If you wish to return your item you must notify us within 7 days of receiving your shipment -- ecom@chillymoose.ca

To return an item purchased online at chillymoose.ca, we require:

  • Full name and order number, proof of purchase (such as your payment confirmation email).
  • The item must be un-used, and in the same condition that you received it..
  • Item MUST be returned in its original packaging. 
  • The customer is responsible for return shipping costs.
  • Please note: packages received at our facility without return approval will be returned to sender.

Once your item is received at our warehouse and inspected, our team will send you an email to notify you that we have received your returned item, and inform you if the refund was approved.

If the refund is approved, we will process the refund for the product, minus the shipping costs and a credit will automatically be applied to your credit card or original method of payment – within 3 to 5 business days. You will receive a refund notification by email.

Used products are not eligible for return or exchange.

Custom engraved and custom decal items are final sale.

Online Clearance items are final sale, no returns or exchanges.

Holiday Returns - We will honour online purchase gift returns until Jan. 15, 2021. Please keep your order receipt, the original packaging and product must be unused and in the same condition that it was received. All other return policies apply, as listed above.

EXCHANGES

If you wish to exchange your item you must notify us within 7 days of receiving your shipment, and exchanges are dependant on inventory availability.

To exchange an item purchased online at chillymoose.ca, we require:

  • Full name and order number, proof of purchase (such as your payment confirmation email).
  • The item must be un-used, and in the same condition that you received it.
  • Item MUST be returned in its original packaging.
  • The customer is responsible for both return shipping costs and new item shipping costs.

NOTE: Items purchased at an authorized Chilly Moose dealer must be returned/exchanged at the same dealer where it was initially purchased. The dealer's return/exchange policy applies.

REPLACEMENTS

We do our absolute best to ensure you receive the correct item. If for some reason you receive an incorrect item, please notify us within 7 days from the time you received your shipment and include your order number with proof of purchase.

If you mistakenly order the wrong colour, or enter your shipping information incorrectly please notify us immediately at ecom@chillymoose.ca. Chilly Moose is not obliged to provide replacement products if incorrect order information was entered by the customer. We encourage all customers to review their order and shipping information carefully before completing an online purchase. 

Once an order is packed and shipped, the return/exchange policy applies. 

 

 

If you have any questions about your online order, shipping or returns, please contact our Customer Service team at: ecom@chillymoose.ca