We cannot accept returns based on taste, mix-ability, consistency, or appearance because most products (protein, extracts, amino acids, etc.) are of natural sources or synthetically derived, and these characteristics may change from time to time is out of our control.
All returns must be mailed within 30 days of receiving the RMA#.
Customers are responsible for return postage.
If there was a promotional item included in your order which was part of the promotional item you are returning, you must return the promotional item as well, or we will not issue the refund.
muscletrail.com/ca-en must be contacted within 24 hours of receipt of your order if there is a missing item.
A 10% restocking fee applies based on customer dissatisfaction, customer error, and/or wanting to return the product for promotion, sale, or special.
Returned items cannot be marked, damaged, opened, and must be in reasonable condition.
Full refunds will be granted ONLY if the above conditions have been met, minus the cost of the initial shipping fee.
If you wish to return an item and the order total after your return drops below the $99 subtotal for free shipping, a $14.99 will be subtracted from your return total given back to you.
Sales and Refunds/Price Match
We do not offer price matching on orders leading up to or following a sale of any kind.
We do not offer refunds on orders leading up to or following a sale when a customer is unhappy with the price they purchased for.
Return and Refund Policy for Apparel
We offer credit for apparel and accessories only.
Returns due to Address Error
If your order is returned due to an address error (missing unit number, street number, or incorrect Postal Code, etc.), you will be responsible for the Return and the Reshipping Fee.
If you want to change your order, you must email us only immediately. We routinely check our email. However, if your order happens to ship unchanged after it's been placed, our regular return policy applies.
It is extremely important to review your order to make sure it is correct before submitting it.
Orders are processed immediately after purchase. If you wish to cancel your order after it has already been processed, please send an email to firstname.lastname@example.org Note: you will be responsible for returning the products in their unopened, original condition.
If you wish to cancel your order after placing it and before the shipment has been processed, there will be a 10% restocking fee.
Incorrect or Missing Items.
If you received an incorrect item or order, do not open any of the products and contact us immediately so we can rectify the issue. If you open a product, that product will no longer be accepted for a return, credit, or refund.
You MUST send us an email within 30 days of the package arriving at the shipping address that was provided or the postal outlet to which the package was delivered.
If your product arrived damaged, you MUST contact us immediately within 48 hours of receiving your order, and we will require you to send us an image of the damaged product in order to process your claim.
If you are you are not able to send us an image of the damaged product, we will not be able to process your claim.
Missing Items: if you receive an order with the missing product(s), you MUST contact us within 48 hours of receiving your order, and an image/copy of the packing slip must be submitted in order to be refunded or missing items sent.
Shipping In Canada
For all orders with a sub-total of over $99, you will receive free shipping.
For all orders with a subtotal of less than $99, there is a low flat rate fee of $14.99.
We ship with Canada Post. All Canadian orders include tracking information sent directly by Canada Post through email.
*Orders of excessive weight or orders being shipped to extremely rural areas may be subject to different shipping fees. This is a very rare occurrence; however, if you feel that this may apply to you, please contact us prior to placing your order. Depending upon weight (usually over 65 lbs), we reserve the right to use Canpar, UPS, or Purolator.
*Please allow 2-8 business days for your order to arrive.
**Note: These ETA's are approximate, and we cannot guarantee the delivery of your order to arrive within these times as once your order has been shipped, delivery time is in the hands of the courier. For this reason, we ask that our customers allow 2-8 business days for deliveries.
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