Shipping, Delivery & Merchandise Returns Policy

Our Commitment

Empower Simcoe strives to provide a simple, transparent, and reliable shopping experience for customers purchasing merchandise through the Marketplace.

This policy explains how merchandise orders are processed, shipped, delivered, exchanged, returned, and refunded. It is intended to set clear expectations while ensuring a fair and consistent experience for both customers and Empower Simcoe.

This policy applies only to physical merchandise purchased through the Marketplace.

Purchased Services – including programs, transportation, registrations, events, and other non-merchandise offerings – are governed by the Purchased Services Cancellation & Credit Policy.

1. Purpose

The purpose of this policy is to establish consistent practices for the processing, shipping, delivery, return, exchange, and refund of physical merchandise purchased through the Empower Simcoe Marketplace.

This policy is intended to:
• provide customers with clear expectations regarding merchandise orders;
• outline responsibilities for both customers and Empower Simcoe;
• explain how damaged, defective, or incorrect orders are handled; and
• support fair and consistent customer service.

2. Scope

This policy applies to all physical merchandise sold through the Empower Simcoe Marketplace.

Examples include:
• branded apparel;
• promotional merchandise;
• accessories;
• gifts;
• fundraising merchandise; and
• other physical products made available through the Marketplace.

This policy does not apply to:
• Purchased Services;
• registrations;
• transportation bookings;
• workshops;
• events; or
• Marketplace Credits.

3. Order Processing

Orders are normally processed after payment has been successfully received.

Processing times may vary depending on:
• product availability;
• inventory levels;
• supplier processing times;
• customization requirements;
• seasonal demand; and
• statutory holidays.

Estimated processing or production times provided on the Marketplace are estimates only and are not guaranteed.

4. Shipping

Empower Simcoe sources from Canadian suppliers wherever possible. Nearly all of our merchandise is printed and shipped from Ontario, Canada. A small number of items that no Canadian supplier offers, such as our embroidered polos, are produced by a trusted international print partner. These items are clearly labelled on their product pages, and any applicable shipping is shown at checkout.

Available shipping methods and associated costs will be displayed during checkout where applicable.

Shipping timelines begin once an order has been processed and released for shipment.

Delivery times may vary depending on:
• destination;
• courier performance;
• weather conditions;
• peak shipping periods; and
• circumstances beyond Empower Simcoe’s reasonable control.

Shipping charges are non-refundable once an order has been shipped unless otherwise required by law.

5. Local Pickup

Where local pickup is offered, customers will receive notification when their order is ready for collection.

Customers may be required to present identification or proof of purchase before merchandise is released.

Orders not collected within a reasonable period may be cancelled or restocked following reasonable attempts to contact the customer.

6. Delivery

Customers are responsible for providing complete and accurate shipping information at the time of purchase.

Empower Simcoe is not responsible for delivery delays or additional costs resulting from:
• incorrect shipping addresses;
• incomplete customer information;
• failed delivery attempts; or
• customer unavailability.

Additional shipping charges may apply if an order must be re-shipped due to incorrect information provided during checkout.

7. Damaged or Defective Merchandise

If merchandise arrives damaged, defective, or materially different from the item ordered, customers should notify Empower Simcoe as soon as reasonably possible.

Customers may be asked to provide:
• photographs of the item;
• photographs of the packaging;
• a description of the issue; and
• proof of purchase.

Following review, Empower Simcoe may, at its discretion:
• replace the item;
• repair the item where appropriate;
• issue a refund;
• issue Marketplace Credit; or
• provide another reasonable resolution.

8. Incorrect Orders

If a customer receives an incorrect item, Empower Simcoe should be contacted promptly.

Where an error has occurred, Empower Simcoe will work with the customer to arrange an appropriate resolution, which may include replacement of the item, return shipping instructions, or another reasonable solution.

9. Returns

Unless otherwise stated, merchandise may be eligible for return if:
• it is unused;
• it remains in its original condition;
• original tags and packaging are intact where applicable; and
• the return request is made within the published return period.

Certain products may not be eligible for return, including:
• customized or personalized merchandise;
• clearance items identified as final sale;
• hygiene or personal-use items where resale is not appropriate; and
• other items specifically identified as non-returnable.

Customers are responsible for reviewing individual product descriptions before completing a purchase.

10. Exchanges

Where inventory is available, Empower Simcoe may offer exchanges for eligible merchandise.

If an exchange cannot be completed due to inventory availability, Empower Simcoe may offer:
• a refund;
• Marketplace Credit; or
• another mutually acceptable resolution.

11. Refunds

Approved merchandise refunds will normally be issued using the original method of payment.

Where this is not reasonably possible, Empower Simcoe may issue Marketplace Credit or another appropriate form of reimbursement.

Shipping charges are normally non-refundable unless:
• the incorrect item was shipped;
• merchandise arrived damaged or defective;
• the return resulted from an error made by Empower Simcoe; or
• otherwise required by law.

Refund processing times may vary depending on the payment provider.

12. Lost or Delayed Shipments

If a shipment appears to be lost or significantly delayed, customers should contact Empower Simcoe.

Where appropriate, Empower Simcoe will work with the shipping provider to investigate the shipment and determine an appropriate resolution.

Replacement or refund decisions may be delayed until the carrier’s investigation has been completed.

13. Limitation of Availability

Empower Simcoe reserves the right to discontinue merchandise, modify product descriptions, correct pricing errors, or limit quantities available for purchase at any time.

Product photographs are provided for illustrative purposes only and may vary slightly from the actual product.

14. Policy Changes

This policy may be updated periodically to reflect operational improvements, supplier changes, legislative requirements, or Marketplace enhancements.

The current version will always be published through the Marketplace.

15. Related Marketplace Policies

This policy should be read together with:
• Marketplace Terms of Use
• Marketplace Privacy Policy
• Purchased Services Cancellation & Credit Policy

16. Contact Information

Questions regarding merchandise orders, returns, exchanges, or this policy may be directed to:
Empower Simcoe
39 Fraser Court
Barrie, Ontario L4N 5J5
Phone: 705-726-9082
Website: marketplace.empowersimcoe.ca

Revision History