Returns & Exchanges
We want you to be 100% satisfied with your purchase, and stand by the quality of our products. Should you for any reason be unhappy with your purchase we will promptly issue a refund to your credit card or exchange an unsatisfactory product for another one. But we ask that you follow these few reasonable guidelines:
- Products must have been purchased directly from ISOMERS (our website or office. We cannot accept returns of products purchased from other retail outlets. Please return those to the place of purchased.)
- Products must be returned within 14 days of order date. (under extreme delivery delays, we will consider within 14 days of receiving the order).
- Return Authorization Number (RAN) MUST be noted on the outside of the box and on your return document(s) inside the box. RAN should be obtained by contacting ISOMERS via the contact us page, or by calling our office at (1) 416-787-2465 , press “1” (international calling charges may apply) prior to preparing your package for shipment.
- RAN is valid for 7 business days after issue date. Please ensure the returned goods are post marked within the 7 business day period.
- Please include a copy of your receipt (or a note with your order (invoice) #, name, email address, phone number) and your reason for returning the product(s).
- We cannot accept returns on overly used products.
- Original shipping and handling charges are non-refundable.
- Products specified as non-returnable cannot be returned. Such products include Special Web Offers, Discovery Kits, discounted products or specially priced sets.
US customers are required to return any merchandise to Isomers via US Postal Service that provides a tracking option.
- For your protection, and to avoid inconveniences to your return we suggest you:
- Use a US postal service that provides a tracking option.
- Purchase Return Receipt services (available on Priority Mail International)
- We do not recommend the purchase of insurance, due to customs fees incurred.
- We suggest a total value of $5 declaration on customs forms.
- Save a copy of your original purchase receipt and the shipping receipt for your records. Only merchandise received by our warehouse can be credited or exchanged.
- Note: You can purchase postage and print your mailing label at www.usps.gov. This online service also offers you free tracking information. These packages also qualify for free carrier pickup at your address; can be handed to your carrier or can be dropped at any post office without a wait in line or additional fees.
- *** We do not recommend you use courier services as Customer shipments using any other method of transit will be imposed customs fees of $45, by a third party brokerage service. This fee must be prepaid directly to the customs broker by the customer prior to it being accepted by Isomers.
Canadian customers are required to return any merchandise to Isomers via Canada Post; any level of service is acceptable. DO NOT send via courier such as FedEx; the parcel will be refused at the door.
Save a copy of your original purchase receipt and the shipping receipt for your records. Only merchandise received by our warehouse can be credited or exchanged
International customers are required to return any merchandise to Isomers via Postal Service, unless otherwise directed. Any level of Postal Service is acceptable.
For your protection, and to avoid inconveniences to your return we suggest:
We do not recommend the purchase of insurance, due to customs fees incurred.
We suggest a total value of $5 declaration on customs forms.
Save a copy of your original purchase receipt and the shipping receipt for your records. Only merchandise received by our warehouse can be credited or exchanged.
Please ship returns or exchanges to us at:
105 Tycos Drive.
Toronto, Ontario M6B1W3 Canada
Attn: Returns Department
Should you have any questions or concerns please contact Customer Service at: Phone 416-787-2465 press “1”, or by email using the contact us page.
ORDER PROCESSING ERRORS:
We apologize for any error made in the processing of your order and for any inconvenience it may have caused you. Our friendly Return Policy makes it easy to correct your order. If you’ve received extra items that are not yours, have missing items from your order, have received someone else's order completely or any damaged products please contact us within 5 days from the time you receive your order.