Returns & Exchanges
Returns and exchanges policy:
Focus on the Family Canada wants you to be happy with your purchase. If you are not completely satisfied with any item, you may return it within 30 days of shipment for a full refund.
If your order arrives in a damaged condition, please call us at 1-800-661-9800 for a replacement (when possible) or full refund (including final sale items).
We ask that you do not return damaged resources to us. Simply notify us, and we will send you a replacement product as soon as possible. Focus on the Family Canada will assume responsibility for any costs incurred in the mailing of replacement resources.
If the product you receive is defective, please call us at 1-800-661-9800 for a replacement or full refund (including final sale items). Focus on the Family Canada will replace defective products in accordance with any warranty that may be applicable to the product. In most circumstances, we ask that you do not return defective resources to us. Simply notify us, and we will send you a replacement product as soon as possible.
To return items for exchange or refund:
- Return new books, unopened CDs, DVDs and giftware in their original condition. Use the original packaging if possible.
- Include the packing slip.
- Indicate the reason for returning the item and whether a refund or exchange is requested.
- Return the item within 30 days of the shipment date (as indicated on the packing slip).
Electronic gift certificates, digital downloads and final clearance items cannot be refunded (unless damaged in shipment).
Shipping charges for returns and exchanges:
The customer is responsible for sending and return shipping charges unless: a.) Focus on the Family Canada made an error in the processing or shipping of your order, or; b.) if the product was defective or damaged.
If the error was made by Focus on the Family Canada, we will send you a return shipping label, with postage included, once you have notified us of the error. Preferably, we will send you the shipping label via email, as you will receive the label immediately. However, if you do not have an email address, the return shipping label will be sent to you via Canada Post; this could take 7-10 days.
Tracking your package:
If we have your email address, you will receive an email with a Canada Post tracking number when your package is shipped from our location. You may use this number on the Canada Post website to see exactly where your package is throughout the shipping/delivery process.