Costway is dedicated to satisfying every customer to ensure that everyone who visits or orders on Costway.ca would have a fabulous purchase experience in every phase. Aftersale service is an indispensable part, which deserves our full attention. By settling every dispute peacefully in a proactive manner, we believe that it is a way to improve ourselves to get closer to our customers. Costway return policy is a promise to every user of our website or product.
All of our items have a three months' warranty. Items arrive damaged or defective can be returned within 90 days after the order is placed on our website. We ensure that all of our items are brand new and in excellent condition prior to shipping. In the event that you receive an item which does not conform to those standards, please contact us via Emails sent to [email protected]. Please keep and use the original package for returns, or we reserve our rights to reasonably refuse your return requirement.
If you cannot find the answer to your questions about our Return Policies on this page, please feel free to visit our Contact Us page for customer service assistance.
1. Shipped returns will deduct applicable shipping charges from your refund if the return isn't a result of our error. If you insist on returning the item, you can contact us via Emails to state your return reason and request a return label. Our customer care team will inform you of the shipping cost. Please note that the returned items must remain intact without impacting the second sale. When the item is delivered to us, you can request a refund.
2. You can choose to return the item to our warehouse by yourself. Still back shipping cost will be applied in this case. It's better to contact us to negotiate on the shipping cost before you decide to return it by yourself. When you need the refund to be issued, you can send us an Email indicating the order details and return tracking number to expedite the refund process.
1. Order cancellation before shipment: You could contact us via Emails to have the order cancelled timely. Indicating the order details, such as the order number, receiver's name, and other key information, it will help us to locate your order immediately and cancel it in a prompt manner to avoid unnecessary troubles. You have 24 hours to decide whether to cancel it or not without any additional charge after the order is placed. Once you get a cancellation confirmation from our customer care team, the full refund will be issued to you in two business days.
2. Order cancellation after shipment: Items will be sent out the second day after the order is placed. Cancellation after shipment will be liable to the recall cost charged by UPS, which is $17.6. If you are aware of the charge and still want to have the order cancelled, you can contact us and we would help you stop the delivery. After the item is being returned by UPS, you can request a refund from us. This policy is only applied to UPS ground delivery service. Items delivered by UPS surepost, USPS or truck do not allow to be intercepted. If you want to cancel the latter ones, you have to reject the packages when the shipping companies are trying to make the delivery and shipping cost will be applied in this case.
If there is any quality issue with the item, please feel free to contact us, we will exert great effort to cope with the issue according to the status of the item with partial refund, full refund, return for replacement.
Send wrong item:
1. You can choose to keep the wrong item with a discounted price offered by our customer care team. In the meanwhile, you can request us to send you the correct item that you have ordered. In this situation, you have to only pay for the wrong item at a favorable price.
2. You can request a return label to send back the wrong item for the correct replacement or a full refund. After you have delivered the item to UPS, you can contact us for the replacement or the full refund as long as the return tracking number shows any further status of the shipment.
Item damaged during the shipping:
Upon the receipt of the item, if you find the item is damaged, please reject the delivery of the item and take some pictures of the damaged item. After which, you can contact us via Emails to report the situation with pictures to have this solved.
Damages found after you have received the item, please contact us with pictures of the damaged item, we will either send you return labels to return the damaged item back for a replacement or a full refund or directly send you a new one or a full refund depending on the damage status of the item and you will.
After you have received the tracking number, still you haven't got the item by the expected delivery date. You may look around, check it with your neighbors, and contact the shipping company. After which, the package still does not show itself up. Contacting us with your phone number, we would set up a lost package claim against the shipping company to have your matter taken care of. It will take a week or so to get the investigation result from the shipping company. Please wait patiently during the period, and we would take a relevant measure to have it settled.
How to requesting a return for damaged or defective item
Contact us with the order detail and your return reason, our customer care team will offer you a best solution to have the issue solved. It will be highly appreciated if you can send us some pictures under damage circumstance. We would be responsible for any shipping cost occurred if the item has quality problem. Our customer care team will decide to have the damaged or defective item being returned or not according to the condition of the item. A prepaid return label will be issued to you in two business days when the item needs to be returned. After the item is delivered to us, you can request a full refund or a replacement.