Support & Email Response Time

We reply to all emails within 24 hours Monday to Friday.

If you submit a support ticket on Saturday or Sunday, we will respond on Monday and honor the original date your request was received.

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Currency

All store items sold on jupiterhollow.ca are listed in CAD currency. All transactions including purchases and refunds processed through jupiterhollow.ca will be in CAD.

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Returns & Refunds Address

If your product is eligible for a return or refund, please send the product back to:

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10 Albert Street
PO Box 288
Coboconk, Ontario
K0M 1K9
Canada

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Lost or Missing Orders

If you ordered a product that did not arrive, please email grant@jupiterhollow.ca to review your order.

We take photos of every order before it is shipped to confirm accuracy of items and shipping details.

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Non-Refundable Purchases

Shipping costs are non-refundable. Shipping fees are separate from product costs and are paid to shipping carriers to deliver your order.

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Example 1: T-shirt purchase
You purchased a T-shirt for $20 plus $10.35 shipping. A refund would apply to the $20 product cost only once the item is returned. Shipping fees are not refunded.

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Example 2: Free CD offer
If a product is listed as free ($0) and only shipping is paid, the shipping fee is non-refundable.

We are not responsible for lost items if the shipping address provided by the customer is incorrect or incomplete.

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CDs with personalized messages are not eligible for return.

Clothing items that are returned in damaged, worn, stained, or altered condition will not be eligible for a refund.

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Refundable Purchases

If an incorrect item is sent due to our error, we will resend the correct item at no additional cost.

If you receive an item that does not match your order, we will correct it once notified.

If you receive the correct item but need a different size or no longer want the product, we accept returns as long as the item is unused and in original condition. Once received, we may issue a refund, store credit, or exchange of equal or lesser value.

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Money Back Guarantee

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Physical products:
If a product includes a 60 day money back guarantee, you must return the item within 60 days at your own expense to the address listed above. Once received and inspected, a full refund will be issued if the item is in resellable condition. Shipping costs (original and return) are not refundable. Bonuses, if included, may be kept unless otherwise stated.

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Digital products:
All digital products are final sale. No refunds, exchanges, or returns are available on any digital purchases under any circumstances.