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Returns
Returns

Important information

Please be assured that we have taken the proper sanitary and safety measures to ensure the safety of our customers within the context of the COVID-19 pandemic.
Note that the return of items purchased may still be carried out to ensure the satisfaction of our customers and facilitate your shopping experience.

What is the return and exchange policy during the temporary store closure period in Quebec and Ontario?

Due to the temporary closure of the stores in Quebec and Ontario due to the Covid-19 pandemic, we have adapted our return and exchange policy. If you have purchased an item in store or online and are not satisfied, you may return the item, free-of-charge, within 15 days of the reopening of stores, in any SAIL store (applicable on new and unused merchandise. Proof of purchase is required.)

Items ordered online may also be returned by mail thanks to the pre-printed return label attached to the packing slip (see procedure below).

Remember to keep and provide your receipt (paper or electronic) as well as the original packaging with your item when making a return or exchange.



Purchase made

Method of return

Fees

Timeframe

Online

www.sail.ca

Return or exchange in store

Free

30 days following the purchase date

Return by mail

$10 + taxes,
+ surcharge (if applicable)

30 days following the purchase date

In store

Return or exchange in store

Free

15 days of the reopening of stores


What are the conditions for returning or exchanging an item?

  • Items must be returned new, unworn and unused, with the label and original packaging. A receipt is required for in-store returns only (physical or electronic) and is not required for returns by mail.
  • Shoe and boot boxes must be placed in a bag. A customer may incur fees or be refused a return in the case where the customer has damaged the product’s original packaging.
  • The following items are non-exchangeable and non-refundable: gift cards, firearms, ammunition, crossbows, salt blocks, knives, climbing products, telescopes, electronics, DVDs, books, software, media, underwear, baselayers, swimsuits, socks, stockings, cayenne pepper, fuel, propane and food products.
  • Final sale items (40% off or more) are non-exchangeable and non-refundable.
  • Delivery charges and surcharges paid for oversized items are non-refundable.

Returns and exchanges must be made within 15 days of the date of reopening of stores (during the period of the Covid-19 pandemic) and within 30 days of the date of purchase (regular period).


What is the return and exchange policy for returns or exchange done by mail?

Items purchased online may also be returned by mail within 30 days of the purchase date. Thanks to the pre-printed return label attached to the packing slip inside your parcel, you will not have to pay anything at the post office. However, a base fee of $10 + taxes, as well as a surcharge for oversized items (if an oversized item has been purchased) will be deducted from your refund.

 

How to return an item by mail

  1. Rewrap your items.
    Place the item(s) you do not wish to keep back in the shipping box or bag with the original packaging and seal it well.
  2. Put the pre-printed return label on the package.
    Stick the return label found on the packing slip onto your parcel directly over the original shipping label.
  3. Ship your parcel.
    Bring your parcel to the closest post office. See list here.
  4. Receive your refund.
    That’s all you have to do! You will be refunded within the 7 business days following the reception of your parcel at our warehouse.

How do returns and exchanges work for PayBright?

SAIL’s return and exchange policy also applies to any PayBright returns or exchanges.

By Mail: Once the return has been received by SAIL, your PayBright balance will be reduced or cancelled accordingly. If you have already made payments, those will be refunded to you by PayBright.
In Store: When returning to a SAIL store, you will be reimbursed for your total purchase amount to a gift card or the card associated with your PayBright account. PayBright will still proceed to debit any remaining payments automatically, as agreed upon purchase.


Responsibility

It is the customer’s responsibility to respect the return procedure as well as the timeframes indicated. The correct and secure packaging of the item at the time of return is also the customer’s responsibility.

The item must be returned in new condition, with the original packaging and tags.

The return must be made in the bag or box in which the product(s) was(were) delivered. If the bag or box is damaged, the item(s) must be wrapped in paper or a bag for protection and the original packaging must be included.

For example: Shoe boxes must be placed in a bag.

A customer may incur fees or be refused a return in the case where the customer has damaged the product’s original packaging.


Warranty

We aim to offer 100% satisfaction.

If, for a valid reason, you consider that a product bought at SAIL does not meet your expectations, you may return it to us within 30 days. The product must be in new condition and cleaned if necessary, accompanied by proof of purchase and the original packaging.

We will arrange to have it repaired, replaced or reimbursed. Beyond this period, the normal manufacturer’s warranty covering manufacturing defects applies. This warranty does not cover misuse, accidental breakage, or normal wear and tear. Please contact customer service for more information.

Items at 40% off or more, as well as final sale items, are non-exchangeable and non-refundable.


 Need more information?

Consult our Frequently Asked Questions or  contact us here.