Refund policy

Return & Refund Policy

Last updated: September 2026

We want you to love your purchase. Please read our return and refund policy carefully before ordering.

Order Cancellations

Orders may be cancelled within 24 hours of purchase. After 24 hours, your order may already be in production or processing with our suppliers and cannot be cancelled.

Returns — General Guidelines

We accept return requests within 14 days of delivery. To be eligible, items must be unused, in original condition, and in original packaging.

To initiate a return, contact us at info@twomountainsmercantile.ca with your order number and reason for return. We will review your request and respond within 2 business days.

Return shipping costs are the customer's responsibility unless the item arrives damaged or defective.

Please ship approved returns to: [Return address — to be added]

Low-Value Items (under $40 CAD)

For items valued under $40 CAD, we reserve the right to issue a partial or full refund without requiring the item to be returned, at our discretion. This is often the most practical solution for both parties given international shipping costs.

Custom & Print-on-Demand Items

Items that are custom-made or printed on demand (including apparel, mugs, and other personalized products) are final sale and are not eligible for return or exchange, except in the case of a manufacturing defect or error on our part.

If your custom item arrives defective or incorrect, please contact us within 7 days of delivery with a clear photo of the issue. We will arrange a replacement or full refund at no cost to you.

Damaged or Defective Items

If your order arrives damaged or defective, please contact us at info@twomountainsmercantile.ca within 7 days of delivery and include:

  • Your order number
  • A photo of the damage or defect
  • A brief description of the issue

We will resolve the issue with a replacement, store credit, or full refund — no return shipment required.

Refund Processing

Once your return is received and inspected, we will notify you of approval or rejection. Approved refunds are processed within 5–10 business days and returned to your original payment method. Please allow additional time for your bank to post the credit.

Non-Returnable Items

The following are final sale and not eligible for return:

  • Custom or print-on-demand items (unless defective)
  • Items marked "Final Sale" at time of purchase
  • Items returned after the 14-day window
  • Items not in original condition

Questions?

Contact us at info@twomountainsmercantile.ca — we're happy to help find a solution.