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If you are not fully satisfied with your order, our Guarantee of Satisfaction will ensure that you obtain a refund. Simply follow the guidelines explained in this section.
In order to process a return, please call: 1-800-418-9877
adidas Canada uses UPS for all of our shopadidas.ca outbound and return shipments.
• Call our UPS Return line at 1-800-418-9877, inform the agent you have a shopadidas.ca return
• You will need to provide the Order number to arrange for the return.
• The order number is 7 digits and is printed on both the yellow label and the order confirmation email
• UPS will arrive with a pre-printed label and pick up the package from you.
• You will receive a refund within 14-30 days of package receipt at our warehouse.
Before calling UPS, please have the following information at hand:
• Your Order number
• Your pick-up address
• A preferred date for pick-up
You may return your adidas purchase within 30 days from receipt for a full refund. If the return falls outside of this period, or the item is worn, damaged or not in its original packaging, adidas cannot accept the returned items and cannot give a refund. Clothing returns can only be accepted if the original label/ hangtag has not been removed.
Terms and Price matching
Because we want you to be 100% satisfied,
• You can return your purchase(s) made at shopadidas.ca within 30 days of receipt. Products purchased on www.shopadidas.ca MUST be returned using the procedure outline on the top of this page. At this time in-store returns are not supported
• All return packages must be shipped using UPS or with some other provider that supports traceable shipments. We cannot assume responsibility for misdirected or lost shipments.
• adidas will cover the cost for all return shipments that conform to the returns process outlined in this policy and use the UPS service as defined.
If the return falls outside of the 30 day return period, or the item is worn, damaged or not in its original packaging, adidas cannot accept the returned items and cannot give a refund. Clothing returns can only be accepted if the original label/ hangtag have not been removed.
• Due to Canadian law we cannot accept returns for bathing suits, bra tops or undergarments.
• We Cannot refund products that are:
-Obtained from a source other than shopadidas.ca
-Damaged by abuse, negligence or misuse of the intended purpose of the product
adidas.ca will price match any discounted price within 30 days of original purchase, providing the itmes previously purchased are still available online as well as the specific sizes purchased.. At this time, we do not price match other online or bricks and mortar stores. In order to initiate a price match request, please call or email or consumer relations department in the contact us section. Please note, we will not price match Boxing Week or cyber Monday pricing as these are limited quantity and time restricted promotions.
Damaged or Defective Products
For adidas, quality is paramount. We thoroughly test all our products in real-life conditions to ensure they are fully capable of standing up to the uses for which they were designed. It is extremely rare for our products to be damaged or defective.
Returned products are inspected by the adidas Quality Assurance Department and refunded if the damage is the result of a manufacturing defect or deviation from factory specifications. We undertake to fully refund the cost of any defective products.
If the problem was caused by reasons other than materials quality or assembly process, the original product is returned to you.
Please note the life expectancy of any adidas product depends on the individual using the product, the conditions of use, and the characteristic wear patterns of the user. adidas products damaged by normal wear and tear or that have exceeded the reasonable life of the product are not replaced.
Lost order numbers or account information
If you have lost your order number or wish to be removed from our consumer database, please contact shopadidas.ca customer service so that we can assist you. We do not store consumer credit card or any credit card related details in our system. After the time of purchase all credit card information is purged from our database to ensure the highest possible security standards.
Returning Without UPS
If you decide not to use UPS, you can ship your return package at your own expense with any other traceable shipping service. Please call our customer service team and they can provide detailed instructions to you on how best to return your product. You will need to get an RA# from Customer Service prior to returning your shipment. Any product that is returned without an RA# will be refused and returned to sender. Our distribution center is a very large facility and in the absence of an RA #, the parcel will not be able to enter the facility.
All return packages must be shipped using a service that tracks packages, such as with Canada Post or FedEx. You are then able to use the service provider's Online tracking system to know when we have received your package. Please note that we don’t refund this return method.
Please make sure you pack the item in its original adidas packaging including the original and attached hangtags/ labels in the case of clothing items. When the UPS driver comes to pick up the package they will have a pre-printed label to affix to your package. Products that are missing or have modified tags cannot be refunded and will be sent back to the original sender.
The length of time your return is in transit is beyond our control; although once we do receive your return we will process it as quickly as possible. We therefore need to allow at least 14 days (occasionally this process can take longer but this is a rare exception) to receive and process your return. Although adidas will refund the money within 2 days after processing your return, your bank or credit card company may require additional time to process your refund and for it to reach your account. We'll notify you via e-mail once we've received and processed the returned product(s). We'll refund the value of the product(s) total. Refunds will be given in the same form of payment as the original purchase. In the unlikely event of a systems error some returns can take longer than 4 weeks to process