At Aurora Loonie, we want you to shop with confidence. If something isn’t right with your order, we’re here to help.

Returns

We offer a Free 30-day returns, which means you have 30 days from the date you receive your order to request a return.

To be eligible for a return, your item must be:

  • Unopened and unused
  • In its original packaging
  • In the same condition as when you received it
  • Accompanied by your receipt or proof of purchase

Products purchased through one of our retail partners must be returned to the original place of purchase. We can only accept returns and issue refunds for orders placed directly through the Aurora Loonie online store.

To request a return, please contact us at support@auroraloonie.ca. Once your request is approved, we’ll send you free return label, provide instructions on how and where to send your return.

Please note that returns sent without prior authorization cannot be accepted.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your order arrives damaged, defective, or you receive the wrong item, contact us as soon as possible at support@auroraloonie.ca so we can make it right.

To help us process your claim quickly, please include:

  • Your order number
  • A description of the issue
  • Clear photos of the product, packaging, and any damage

Non-Returnable Items

For health and hygiene reasons, we cannot accept returns of:

  • Opened or used products
  • Clearance items

If you’re unsure whether your item qualifies for a return, feel free to contact us before sending it back.

Exchanges

We do not offer direct exchanges.

If you’d like a different item, simply request a return for your eligible product. Once your return has been approved, you can place a new order for the item you’d like instead.

Refunds

Once we receive and inspect your returned item, we’ll notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method. Please note:

  • Original shipping charges are non-refundable.
  • Your bank or credit card provider may require additional time to process and post your refund.

Interac e-Transfer orders: Refunds cannot be issued by Interac e-Transfer. Instead, approved refunds for these orders will be provided as an Aurora Loonie store credit that can be used toward a future purchase.

Refused, Unclaimed, or Undeliverable Packages

If a package is refused, unclaimed, or returned to us because it could not be delivered, we can issue a refund for the order once the package has been safely returned to our facility.

The refund will be:

  • The original purchase price minus the shipping charges
  • Issued to your original payment method (or store credit for Interac e-Transfer orders)

Please contact us at support@auroraloonie.ca to begin the refund process.

International Orders

For international shipments, packages that are refused or cannot be delivered are often considered abandoned by the shipping carrier and may be disposed of rather than returned to us.

Unfortunately, if the package is not returned to Aurora Loonie, we are unable to issue a refund.

Lost or Stolen Packages

Aurora Loonie is not responsible for packages that are lost or stolen after they have been marked as delivered by the shipping carrier.

Once delivery has been confirmed, ownership and responsibility for the package transfer to the customer.

If package theft is a concern in your area, we recommend shipping to a secure location, such as:

  • Your workplace
  • A trusted friend or family member
  • A courier pickup location (where available)

If you believe your package was misdelivered or there was an issue with the courier’s delivery, please contact us. We’ll gladly work with the carrier to investigate the situation and assist wherever possible.