We reply to all emails within 24 hours Monday to Friday. If you’re sending in a support ticket on a Saturday or Sunday, we'll respond on Monday and honor the date we receive your initial email request.
All store items sold on jupiterhollow.ca are in USD currency. All transactions including purchasing an item or receiving a refund via jupiterhollow.ca will be in USD.
If you product is eligible for a return/refund, please send the product back to our office:
75 Mississaga Street West
If you ordered a product that did not arrive, please email firstname.lastname@example.org to review your order. Our team takes photos of every order that is mailed out so that we can verify we mailed the product to the exact address provided in your order.
There are no refunds on shipping costs. A shipping cost is the amount paid for shipping on a physical product. This is different than the product price. Shipping fees are collected for Jupiter Hollow products that are delivered by mail. Those fees are sent to a shipping company to cover the cost of delivering your product to you. Refunding a physical product will only refund the cost of the product, not the shipping. Refunds for the cost of shipping are not included in this policy.
Example 1: Jupiter Hollow Shirt
You purchased a Jupiter Hollow t-shirt for $20 + $10.35 shipping. A refund for this product would be $20 only. The refund will be provided once the product has been sent back. Jupiter Hollow is not responsible for any shipping costs associated with returned products.
Example 2: Free CD
You purchased a free CD $0 + $8.95 shipping. A refund is not possible as the cost for the product was $0.
If the address we mailed the product to matches the address the client provided, then Jupiter Hollow is not responsible for the lost product as it is unfortunately out of our control.
If the address we mailed the product to was incorrect as a result of the client providing incorrect information, Jupiter Hollow is not to be held accountable.
CD's that have personal written messages in the booklet will not be accepted for returns since we are not able to re-sell these items.
If a clothing item is returned in poor condition (smell, rip/tears, stains, any other noticeable damage) Jupiter Hollow will not be issuing a refund as the returned product has been used. Jupiter Hollow will only issue a refund for the return of items in new condition.
If the address we mailed the product to was written incorrectly by our team (based on the information provided by the client), Jupiter Hollow will take full responsibility for the error and re-send the client's order to the correct address at no extra cost.
In the case where Jupiter Hollow sends an item not listed in your order, Jupiter Hollow will send out the proper item once notified.
If you received your order and the size doesn't fit, or you no longer want the product, Jupiter Hollow will accept returns if the product has not been used or damaged. Onced the product is returned to Jupiter Hollow, our team will either issue you a full refund, in-store credit, or an exchange for another product of equal or less value (upon request).