Returning an Online Purchase
Eligible Items
Any items purchased at regular price (with or without a Promo Code) are eligible for return or exchange within 14 days of receiving the order.
Any sale items (marked with a discount on it's product page), gift cards, hair accessories, jewelry, scarves, socks, underwear, swimwear and sunglasses are considered FINAL SALE.
Final sale items are not eligible for refund or exchange.
All refunds issued for approved returns only apply to the value of the products. Any outgoing shipping fees charged at the time of purchase are also non-refundable.
Return Shipping Fees
Over The Rainbow does not provide shipping labels and are not responsible for return shipping fees.
We offer in-store drop-off during retail store hours. Simply check in with our front cash with your name and RMA number and someone will assist you! Refunds are not processed at drop-off time. All refunds will be processed by our Online Team at our earliest availability.
You must fill out an RMA request before bringing online purchases back in-store.
Returns from USA
For items being returned from the USA, the customer is also responsible for any return taxes, duties or brokerage fees which will be deducted from your refund.
We are not responsible for the customs and duties fees.
The only time we are able to cover these fees is if there was an error discovered in the original shipment.
Return By Mail/Return Shipping Address
Please ensure all returned items are packed and sealed securely with the RMA number shown clearly on the outside of the package. We recommend using a courier service that provides a tracking number. We are not responsible for reimbursing the sender for any delayed or lost packages.
| Return Origin | Shipping Address |
|---|
RETURNS WITHIN CANADA
| Over The Rainbow ATTN: Online Returns & Exchanges 55 Bloor Street West, Suite 123 Toronto, ON MW 1A5 |
RETURNS WITHIN USA
| Over The Rainbow ATTN: Canadian Goods Return 55 Bloor Street West, Suite 123 Toronto, ON MW 1A5 |
Return Conditions
All items must be authorized by Over The Rainbow prior to any online purchases being returned to us in-store OR by mail with an RMA number.
Item Conditions
A refund/exchange/credit will only be granted if all items are returned in their original conditions.
| Category | Return Requirements |
|---|
CLOTHING AND SHOES
| Items must be unworn and unwashed, with all original hang tags and packaging included. Must be free of any pet hair, odors or stains. |
BAGS AND ACCESSORIES
| Items must include all original package and hang tags |
TECHNOLOGY AND GROOMING
| Items must be unopened in their original packaging. |
SHIPPING AND DELIVERY
Do You Offer Free Shipping?
We offer free Canada Post shipping to customers within Canada with purchases of regular price items with an order value over $150.
We also offer free Accelerated Local Delivery via Shippie to customers within the GTA and applicable regions with purchases of regular price items with an order value over $200.
If you do not see a Free Shipping option in checkout, it is most likely because you have a sale/discounted/final sale item in your basket.
Please note: Free Shipping orders do not include insurance for stolen or missing packages.
How Do Promo Codes Work?
We use two different types of promo codes, each with different return policies!
Flash Promo Codes: Any code used to purchase regular price products at a discount for a limited time. Any regular priced items purchased with a flash promo code (20% off or under) are elidible for refund or exchange within 14 days of recieving the item.
Sale Promo Codes: Any code used to purchase sale/discount price items for an additional discount. Any sale/discount items purchased are final sale and are not eligible for any refunds or exchanges.
Price adjustments will not be honoured for any online orders palced before a promo code or sale announcement date.
What If My Package Is Delayed?
Canada Post and UPS typically experience shipping delays during high volume shopping periods. If you receive a tracking number with an estimated shipping date and it is delayed, please email us right away so we can look into it for you.
Since we cannot control or guarantee delivery times, we cannot cancel, replace or refund any orders as a result of any shipping delays until we have resolved the reason for the delay with the chosen courier service.
For USA based orders shipped through UPS, delays may come at the discretion of U.S. Customs and Border Protection. These delays are beyond our control, please contact UPS or U.S. Customs directly to find out the status of your order.
What If My Package Is Lost Or Damaged?
For a package to be deemed lost or damaged, an investigation must be initiated with the courier company after the estimated date of delivery to determine the status of the package. Please email us right away so we can to get this process started.
By choosing Shipping + Insurance at checkout, you are entitled to a full refund or replacement order if your package was: not delivered, lost in transit or delivered to the wrong address. The courier company must confirm these details in writing before any refunds or replacements can be issued.
By choosing either the Free Shipping or Regular Parcel options, you are entitled to a full refund or replacement order only if the package was lost in transit or delivered to a different delivery address listed on your order.
Customers assume full responsibility for the package after A) the courier service confirms the package was either delivered successfully to the correct address listed on the customer's order or B) the package was picked up (and signed for) by the customer at a Canada Post office location.
Over the Rainbow is not responsible for processing refunds, exchanges or gift cards on any items damaged, lost or stolen at the delivery address listed on your order, including damage, loss or theft from a home mailbox, front porch, concierge desk, community mailbox/lockbox, Canada Post post office location or any other designated drop-off / pick-up area.
Are There Any Duty Charges For Orders Shipped Outside Of Canada?
It is the responsibility of the purchaser to pay any USA duties and taxes associated with the package upon delivery. Depending on your shipping region, orders valued above $800 USD may be free of duties and taxes at the discretion of U.S Customs. All orders are declared at their full purchase value and cannot be valued higher or labelled as gifts or samples.
Do You Price Match?
We do not price match or offer additional discounts on any items found at a lower retail price at other retail or online stores.
How Do I Return/Exchange My Online Order?
Please see our Returns Center for more information on Returns and Exchanges!
DELIVERY METHODS
Accelerated Local Delivery with Shippie
Over The Rainbow is excited to partner with Shippie to provide our customers with Accelerated Local Delivery within the GTA. With Shippie, customers can choose Same Day or Next Day delivery (depending on regional availability).
Free Accelerated Local Delivery via Shippie is available to applicable customers in the GTA on regular price orders over $200.
Please Note: Orders requesting Same Day delivery must be made before 11:00 AM.
Currently, we offer Shippie to the following areas:
- Barrie, ON
- Brantford, ON
- GTA Central (Toronto, Etoicoke, North York, Vaughan, Brampton, Mississauga)
- GTA East (East York, Scarborough, Oshawa, Pickering, Ajax)
- GTA North (Richmond Hill, Markham, Aurora, Newmarket)
- GTA West (Hamilton, Burlington, Grimsby)
- Kingston & Belleville
- KWGC (Kitchener, Waterloo, Guelph, Cambridge)
- Niagara Falls (Niagara Falls, St. Catherines, Wetland)
Canada Post
| Shipping Types | Estimated Arrival Times |
|---|
Regular Parcel
| Local: 1 - 3 days Regional: 3 - 6 days National: 4 - 10 days |
Xpresspost
| Local: Next day Regional: Next day National: 2 days |
Priority
| Local: Next day Regional: Next day National: Next day |
DISCLAIMER: Delivery standards are for items sent between most major urban centres and are estimates only. Actual delivery times depend on origin, destination, weather conditions and other factors.
Free Shipping via Canada Post is available for all regular priced orders valued over $150 for customers within Canada.
Shipping rates are calculated by region and are listed at checkout. Applicable taxes will also be charged based on the prvince listed on your billing address.
All orders with Canadian delivery addresses are sent with Canada Post, unless otherwise specified.
We can only ship to a P.O. Box if it is your billing address or a PayPal confirmed shipping address.
We do not safe drop any packages in order to safeguard shipment from possible theft. If you are not present to accept the package, it will be safely delivered to the nearest post office.
UPS
Applies to all orders with delivery addresses within the United States.
We can only ship to a P.O. Box if it is your billing address or a Paypal confirmed shipping address.
Estimated delivery times vary by region and the processing time needed by U.S. Customs and Border Protection.
ORDER FULFILLMENT AND PAYMENT
Order Fulfillment Process
Once an order is placed, you will receive an automatic email confirming your order has been received.
Before we can process or ship any orders, our online team needs to A) confirm all items on your order you are in-stock and B) verify your payment information.
We only ship orders verified by Signifyd; any unapproved orders will not be shipped. Please email us regarding any payment processing issues.
If everything is confirmed you will receive a follow-up email with shipping/delivery + tracking details.
Payment Options
We accept VISA, Mastercard, Debit, AMEX and Paypal Express Checkout.
Please note that all credit cards are processed through JP Morgan Chase. This will lead you to an external window and will redirect you once your payment is processed.
You may also pay using an Over The Rainbow Online Gift Card.
Cancelled/Edited Orders
While we aim to provide the most comfortable shopping experience, sometimes someone gets to the last item first.
If your order is CANCELLED, the item was out of stock during the time of processing. Your payment hold will be released back onto your original form of payment in 3 - 5 business days.
If your order is EDITED, we may be missing a single item in your order and have reached out to you to see if we can find a replacement before shipping out your order.
