Return Policy

At Xplore Smithers, we want you to be completely satisfied with your purchase. Please read our return policy carefully.

Physical Products (Merchandise, Calendars, Hats, Flags, etc.)

Returns & Exchanges

• Return Window: 30 days from date of delivery
• Eligible Items:
  • Unused merchandise in original condition
  • Original packaging and tags intact
  • Proof of purchase (order confirmation or receipt)
• Non-Returnable Items:
  • Items marked as final sale
  • Used or worn merchandise
  • Items without original tags or packaging
  • Custom or personalized products

How to Initiate a Return

1. Contact us within 30 days of receiving your order
2. Email: info@xploresmithers.com
3. Include:
   • Order number
   • Item(s) you wish to return
   • Reason for return
   • Photos (if item is damaged or defective)
4. Wait for approval – We’ll send you return instructions within 2 business days

Return Shipping

• Customer Responsibility:
  • You are responsible for return shipping costs for standard returns
  • We recommend using a trackable shipping service
  • Xplore Smithers is not responsible for items lost in return transit
• Our Responsibility:
  • We cover return shipping for defective or incorrect items
  • We’ll provide a prepaid return label for our errors

Refund Process

• Processing Time: 5-10 business days after we receive your return
• Refund Method:
  • Original payment method
  • Original shipping charges are non-refundable (unless we made an error)
• Notification:
  • You’ll receive an email confirmation when your refund is processed

Digital Products & Memberships

Subscriptions (Supporter Membership, Partnerships)

• Cancellation: You may cancel your subscription at any time
• Effect: Cancellation takes effect at the end of your current billing period
• No Refunds: Subscription fees are non-refundable for the current billing period
• How to Cancel:
  1. Log into your account
  2. Go to “My Account → Subscriptions”
  3. Click “Cancel” next to the subscription
  4. OR email us at info@xploresmithers.com

Donations

All donations are final and non-refundable

• Local Hero: $50
• Adventure Partner: $25
• Community Builder: $10
• Supporter: $5

Thank you for supporting ethical tourism in Smithers BC!

Digital Products & Memberships

If you receive a defective or damaged item:

1. Contact us immediately (within 7 days of delivery)
2. Provide photos of the damage
3. We’ll either:
   • Send a replacement at no charge
   • Issue a full refund (including original shipping)

Incorrect Items

If we sent you the wrong item:

1. Contact us within 7 days
2. We’ll send the correct item at no charge
3. We’ll provide a prepaid return label for the incorrect item

Exchange Policy

We currently offer exchanges for:

• Different sizes (hats, apparel)
• Different colors (if available)

Exchange Process:

1. Contact us to request an exchange
2. Return the original item
3. We’ll ship the replacement once we receive your return

Exchange Shipping:

• You pay return shipping
• We pay shipping for the replacement item

Late or Missing Orders

Order Not Arrived? If your order hasn’t arrived within the expected timeframe:

1. Check your tracking information
2. Contact us at info@xploresmithers.com
3. We’ll investigate with the carrier
4. If package is confirmed lost, we’ll send a replacement or refund

Expected Delivery Times:

• Within Canada: 5-10 business days
• International: 10-20 business days

Contact Us

Questions about returns or refunds?

Email: info@xploresmithers.com
Phone: +1 250-877-7386
Business Hours: Monday-Friday, 9am-5pm PST
Address:
Xplore Smithers, 8220 Kroeker Rd,
Smithers, BC V0J 2N2,
Canada

Policy Updates

We reserve the right to update this return policy at any time. Changes will be posted on this page with an updated “Last Updated” date.

By making a purchase on xploresmithers.com, you agree to this return policy.