Terms & Conditions of our Purchase and Returns Policy
Fill Your Own Inc and the www.fillyourown.ca website are the property of Fill Your Own Inc. All transactions on the Fill Your Own website are governed by the laws of the Province of British Columbia, Canada.
This policy is applicable for all transactions including order by telephone, fax, email or online. By placing an order with Fill Your Own, customers are deemed to have accepted the terms & conditions of our purchase and returns policy described below.
1) Products
We will provide products as long as they are in stock. Product bundles, designs, availability and pricing may change without notice. Items that are no longer available will be indicated on the website. Fill Your Own Inc is not responsible for prices set by retail stores, including other online stores carrying our products, and/or the product lines they offer.
All prices are listed in Canadian Dollars. Shipping, customs, duties and applicable taxes charges are not included in the listed price. All additional charges are indicated during the ordering process before you click the PAY button. An email confirmation will be sent to the customer once the order is processed
2) Payment
We accept VISA and MASTERCARD – all credit card transactions are processed securely via PayPal. Fill Your Own Inc does not keep any record of your credit card or other financial information. All financial transactions are encrypted securely. We will contact the customer if there are any problems with the payment verification procedure.
If the billing address differs from the delivery address, we may require additional documentation from the customer and/or the cardholder for identity verification. This is done for security proposes.
3) Information Collected
All collected customer information is confidential and for our company use only. We will never share your information with a 3rd party. We will only send you information by email pertaining to our company including new products, discounts, green living tips, etc. If you do not want to receive further communications from us in the future, please let us know by email info@fillyourown.ca
4) Shipping and Delivery
Your order will be processed for shipping as quickly as possible which is usually about 1-2 business days. We ship via Canada Post and Canpar Transport (courier).
We only ship by GROUND service which usually takes 2-7 days in Canada and 8-15 days or longer for USA and other countries (not accounting for customs clearance/delays). If you require expedited services (i.e. 2-3 days or overnight), please contact us for a shipping quote. Shipping costs and delivery times will vary depending on the total weight of the order and the delivery location. Fill Your Own Inc is NOT responsible for any delays within the customer’s country of residence, including customs clearance.
Signatures are required for deliveries. If you will NOT be at home and would like us to leave your package at the door, please check the box found below the shipping address fields when checking out. Alternatively, we suggest using your BUSINESS address as your shipping address.
Rates - Our rates are based on the average for Canada-wide shipping. Alternatively, we do offer free local pickup.
Local Pickup – We offer free local pick in the Vancouver area. Enter PICKUP in the promo code box on our web store (located on the shopping cart page). Orders will be process as quickly as we can and will be ready for pickup one to two days. Pickup is at our office/warehouse located at 3333 Ardingley Avenue, Burnaby, BC (by Eight Rinks). See our contact us page for directions and hours.
5) Returns & RMAs
Customers cannot cancel an order once it has been processed online. Please email us as soon as possible if you wish to cancel your order. Once the order has been shipped, we cannot cancel the order.
Customers have 7 days from the date of delivery to make returns for refund, credit or exchange. Proof of purchase is required and products must be UNUSED and in the condition they were delivered. Fill Your Own is not responsible for any damage caused by customers including but not limited to dents from dropping, freezing, scratches, wear and tear, broken caps/snaps/parts due to customer usage. We will not accept the return of products due to dissatisfaction caused by cleaning habits and/or usage causalities (see our recommended care & use instructions).
The customer is responsible for all costs associated whilst returning products, including shipping and/or other fees. A restocking fee of 15% may be applicable.
Fill Your Own offer refund, credit or exchange for any products with a manufacturer’s defect within 30 days from the date of purchase and with a receipt. Products that have been dented due to dropping and/or freezing, scratched, broken, and otherwise damaged by customers due to wear and tear cannot be returned. These are not considered manufacturer’s defect.
Should you wish to make a return, please email us at info@fillyourown.ca to request a RMA(return materials authorization).
6) Questions
We welcome all comments and feedback as well as any questions you may have. We suggest having a look at our FAQs for possible a faster response. Please email us at info@fillyourown.ca – we will try our best to reply to your email with 24-48 hours.
