Returns and Refunds
First, if you have a need to consider refunds and returns, you likely ordered a product from us. Which means we owe you a “thank you”. Nothing makes us happier than seeing happy customers, and as such we promise to do our very best to deliver an amazing product and customer experience and rest assured, to make right any hiccups along the way. That being said, here are some things you might want to know…
You may cancel an order at anytime prior to shipment. You may return most new and unopened items within 30 days of delivery for a full refund. We will also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item). If you purchased the item by mistake or decide you no longer want the item (unopened), you may be responsible for the original and return shipping costs.
Unfortunately, we are unable to accept returns on Hyperice for buyer’s remorse and can’t accept opened merchandise unless it is defective.
For any other products other than Hyperice products, returning items must be sealed in their original packaging and in an acceptable condition to be returned to inventory. We cannot accept returns on opened or used oils, lotions, and cremes. BIOTONE accessories and sales tools including music, books, videos, DVDs, sheets, face cradle covers and all marketing materials, are non-returnable. Legacy Therapeutics does not cover return shipping. All returns may be subject to additional shipping fees and a restocking charge (15%).
We reserve the right to adjust the original quoted restocking fee if a product is returned in a condition deemed unsaleable where the item is missing parts or is in worse condition than originally promised.
Please keep all the paperwork that you receive with the order and any email correspondence regarding the order in case of future discrepancies. If the shipment is damaged when you receive it from the courier company be sure to make a note on their documentation and you may refuse the delivery.
No returns on any FINAL SALE items.
Once our team receives and inspects your returned product, our accounting team will initiate your refund, and you should expect to receive it within four weeks of giving your package to the return shipper, however, in many cases, you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper ( 5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). An email confirmation will be sent to the address associated with your order, detailing the amount refunded. The way your refund is processed depends on your original payment method.
If you would like to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions on how to return items from your order.
Ground Shipping 7-10 Business Days | Carrier: Purolator
At this time our website only ships within Alberta (CANADA).
Please note: All Hyperice orders require ID for pickup orders.
What information do we collect?
We collect information from you when you register on our site, place an order, subscribe to our newsletter, or fill out a form.
When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address, mailing address, phone number, or credit card information. You may, however, visit our site anonymously.
What do we use your information for?
Any of the information we collect from you may be used in one of the following ways:
To personalize your experience
(your information helps us to better respond to your individual needs)
To improve our website
(we continually strive to improve our website offerings based on the information and feedback we receive from you)
To improve customer service
(your information helps us to more effectively respond to your customer service requests and support needs)
To process transactions
Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested.
To send periodic emails
The email address you provide for order processing, may be used to send you information and updates pertaining to your order, in addition to receiving occasional company news, updates, related product or service information, etc.
Note: If at any time you would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.
How do we protect your information?
Our company is hosted on the Wix.com platform. Wix.com provides us with the online platform that allows us to sell our products and services to you. Your data may be stored through Wix.com’s data storage, databases and the general Wix.com applications. They store your data on secure servers behind a firewall.
All direct payment gateways offered by Wix.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
Yes. Cookies are small files that a site or its service provider transfers to your computer’s hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information.
If you prefer, you can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies via your browser settings. Like most websites, if you turn your cookies off, some of our services may not function properly.
Do we disclose any information to outside parties?
We do not sell, trade, or otherwise transfer your personally identifiable information to outside parties. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or other’s rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.
Third party links
Occasionally, at our discretion, we may include or offer third party products or services on our website. These third-party sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.
Children’s Online Privacy Protection Act Compliance
We are in compliance with the requirements of COPPA (Children's Online Privacy Protection Act), we do not collect any information from anyone under 13 years of age. Our website, products and services are all directed to people who are at least 13 years old or older.
This policy was last modified on October 12th, 2020
We warranty our branded fitness equipment products (Concorde, CoreFx, TriggerPoint) for 1 year from the date of purchase for manufacturing defects only. This warranty covers damage due to imperfections in the manufacturing process. This warranty does not cover wear due to regular use or abuse of products. Warranties are null and void in cases where products were used outside of the intended uses set out in their respective user guides or instructions.
If the purchased product has been altered in any way, the warranty is void.
Warrantied products may not be immediately replaced or refunded should a claim be opened. Depending on the brand, we reserve the right to offer a repair or replacement part if this will ensure the good working condition of our products.
Proof of purchase is required for any warranty claim. Legacy Therapeutics will not be able to honor any warranties where this is not provided.
All open box products offered on our site include the same warranty as the equivalent brand new, unopened product.
Hyperice Products Warranty
If within one year from the date you purchased one of our products, this product fails due to a defect in material or workmanship, Hyperice Inc. will repair or replace your product, or any necessary components, free of charge.
This warranty excludes:
Damage caused by accident, abuse, mishandling, or transport
Units taken out of Canada
Units subjected to unauthorized repair
Units not used in accordance with Hyperice care instructions
Damage exceeding the cost of the product
Deterioration of the delivered product resulting from abnormal storage and/or safeguarding conditions on the client’s premises
Failure to provide the dated proof of purchase
Products not purchased on our website