Please note: if you purchased your Cougar product from a 3^rd 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.

If you have placed an order online, you cannot process any refunds at a retail store. All 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 the item(s) within 30 days from the day you received your order, in its original condition.

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

Start a Return Now:

Requesting a return is quick and easy. Simply follow the steps below:

1. Email our Customer Service team at cs@cougarshoes.ca to request your RA #.  Be sure to include your order number, item(s) you wish to return, and the reason for return.
2. They will respond and send you your return shipping label.
3. Repack your items in the original packaging and visibly attach the appropriate return label. 
4. Drop off your return with the appropriate carrier and make sure your parcel is scanned as received at the time of drop-off, and obtain a receipt. 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.

Please note that you must return the items in a shipping box or bag—either new or the one used to ship your original order.  Be aware that if the return is not properly packaged, or if the shoe box is used as a shipping box, an additional handling fee of $15 will be deducted from your refund amount.

Return Policy and Information

Merchandise eligible for return 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. Products must be accompanied by the original packaging with all protective packing materials inside.
• We do not offer exchanges. Simply return your unworn item(s) for a refund and place a new order for the desired replacement item(s).

Refund

• All refunds will be credited back to the original form of payment used for purchase. Processing times may vary from 2–14 business days once your return has been received at our warehouse.
• Please note: a flat-rate shipping fee of CAD $9.00 will be deducted from your refund amount.
• Please ship your package with the return label provided through our portal, ensure it is scanned at drop-off, obtain a receipt, and take note of your tracking number.

Other Conditions for Returns

• A return request must be submitted for items returned to be eligible for refund.
• We do not accept responsibility for items 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 mentioned, we will issue a refund covering the item's cost, minus shipping charges.

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