If you have made an error on your order; or if you’re not happy with your product; or if you simply change your mind, you are entitled to cancel and return your order within 14 days of receipt of shipment.
When cancelling an item you have wrongly ordered; or are not happy with; or have simply changed your mind, you may be liable for the cost of return plus a re-stocking and processing charge of 20% of the item value or $25 whichever is less.
Before you request to cancel and return, make sure that your item is eligible. If the item you purchased isn’t returnable per Eskimo Joe’s return policy, you will be notified by a Customer Service Associate. When cancelling an order you may be liable for the cost of return.
Eskimo Joe’s does not accept cancellation and return of the following items:
-Any item without an approved return merchandise number (RMA) by a Customer Service Associate.
-Any item opened or used.
-Any item not in its unused, original packaging.
-Any item where clear payment has not been received.
-Any item that has been damaged in any way.
When seeking to cancel and return order, please contact us by submitting a request via our support centre.
Once a support ticket is generated we will investigate your request and advise you whether your product may be cancelled, returned, replaced, refunded or store credit issued and, if approved, we will provide you with a Return Authorisation and instructions on how to proceed.
Once an item is returned we will process a refund, replacement or store credit. If we do not believe a refund, replacement or store credit is applicable upon inspecting your goods your claim will be rejected, and you may be liable for the cost of return plus a re-stocking and processing charge of 20% of the item value or $25 whichever is less.
Refunds will be issued using the payment method used for purchase.
Store credits will be issued to the account used to purchase the goods. Where applicable any refunds or store credits will be made after deductions for the cost of return and processing charge. We aim to process refunds and replacements within 10 business days of receipt by us of the return.
Your refund will be issued in the same currency as your payment for the items was made. It may take up to an additional 10 business days after your credit is applied for it to post to your account.