Returns & Exchanges

**Please note: if you purchased your Cougar product from a 3rd party website or retail store other than cougarshoes.ca, we advise you to contact your point of purchase for any warranty, return or exchange related matters**

All purchases made between November 27, 2024 until December 7, 2024 will have until January 6, 2025 to do an exchange or a return.

**If you have placed an order online, you cannot process any exchanges or refunds at a retail store. All exchanges and refunds must be returned via the following steps**

Online Purchases

We want you to be completely satisfied with your purchase. If for any reason you are not, please return or exchange the item(s) within 30 days from the day you have received your order in its original condition.

For warranty related issues, please read our Warranty page for more details.

Start a return now through our returns portal. Have in hand your order number and shipping postal code used to place the order.

 

Start a Return Now

 

Using the returns portal is quick and easy. Simply follow the steps below:

  1. Click the link to our returns portal above.

  2. Respond to the prompts to obtain your return shipping label.

  3. Repack your items back in the original packaging and visibly attach the appropriate return label associated with the product you are returning. Only one return label is generated per product returned.

  4. Drop off your return with the appropriate carrier and make sure that your parcel is scanned as received at the time of drop off and a receipt is obtained. Take note of your tracking number as we will need this information if you require further assistance.

  5. Processing times may take up to 7-14 business days. For more details on processing times, please review our full policy below. *Please note that shipping costs from the order are non-refundable.

Return Policy and Information

Merchandise eligible for return or exchange must be:

  • New, unused; products must be unworn, in perfect condition. Please make sure to try your new footwear indoors on a clean, smooth surface.

  • Inclusive of all original hangtags, packaging, and components at the time of return or exchange. Footwear and jackets must be accompanied by the original packaging with all protective packing materials inside.

  • Base layer products are not refundable.

Exchanges & shop now
  • We offer the option to return your product and exchange it for the same item in another size or select different products directly on our website using the “Shop Now” feature.
  • These requests are created when you’ve submitted your return request via our returns portal.
  • Please make sure to ship your package with the return label made available through our portal and that it is scanned as received at the time of the drop off and receipt is obtained. Take note of your tracking number.
  • Exchange & Shop Now requests are not guaranteed and will be shipped within 2 to 14 business days after your return has completed processing.
  • All Exchange & Shop Now orders ship standard delivery.
  • If a discount was used on the original purchase, and you are looking to exchange for the same product in a different size with the discount applied, please proceed with an exchange and your return will be processed for the original discount amount.
  • New discount codes, or store credits are not able to be applied to Exchange or Shop Now requests.
  • We are unable to process exchanges on already exchanged orders. Feel free to return for a refund and place a new order.
  • If we do not have the item requested in stock a refund will be issued for the return.
  • Your exchange order will be placed once we receive your original order in our warehouse and is deemed in good condition.
Refund

  • If the outcome for your return after completing the prompts in our returns portal is a refund, the amount credited for your returned items will be refunded back to the account of the same form of payment used to purchase the item(s). Processing times can vary from 2 to 14 business days once your return has been received at our warehouse.

  • If returning for a refund, a flat rate shipping fee of CAD $9.00 will be deducted from your refund amount.

  • Please make sure to ship your package with the return label made available through our portal and that it is scanned as received at the time of the drop off and receipt is obtained. Take note of your tracking number.

Refunds with Sezzle
  • If you have placed your order and have used Sezzle as a method of payment your Sezzle payments will continue as scheduled until the full amount is paid for or until your return has been processed and refunded, whichever occurs first.
Other Conditions for Returns

  • A return request must be submitted through our returns portal for items returned to be eligible for refund or exchange. You do not need to email or contact us prior to sending your return but we do require this for warranty related issues.

  • We do not accept responsibility for items that are lost or damaged when being returned to us.

  • We inspect all return items upon receipt. Unless the product has defects in material and/or workmanship, if your returned products are assessed as having been worn, damaged, altered, tags removed, or otherwise returned outside of the allocated time frame, we will notify you of this assessment and the goods will be returned to you.

  • Unless the product has a defect, once we receive your return according to the conditions previously mentioned, we will issue a refund covering the cost of the item, minus the shipping charges.

 

Please read our Warranty page for more details on related issues.