RETURNING AN ONLINE PURCHASE
- Full-Price Items can be returned for (refund or online gift card) or exchanged (for another size or colour of the same item) within 14 days of receiving the order. Promo codes (up to 20% off) applied to a regular-priced item are eligible for return/exchange.
- Final Sale Items cannot be returned or exchanged. This includes: sale/discounted items (21% off or higher), gift cards, hair accessories, jewelry, scarves, socks, underwear, swimwear, and sunglasses.
- Refunds are issued only for the product's value; original shipping fees are non-refundable.
- Price Adjustments are not available for orders placed anytime before a sale or promo code announcement.
RETURNING AN IN-STORE PURCHASE
- Full-Price Items can be returned for an in-store credit note or exchanged for another size / colour / item within 14 days of receiving the order.
- Final Sale Items cannot be returned or exchanged. This includes: sale/discounted items, gift cards, hair accessories, jewelry, scarves, socks, underwear, swimwear, and sunglasses.
- No refunds are available for any in-store purchases. In-store credit notes are only redeemable in-store purchases and cannot be applied to any online orders. There is no expiration date for redeeming an in-store credit note.
- Price Adjustments are not available for any in-store purchases made anytime before any in-store sales or promotions.
ONLINE RETURN POLICIES
At Over The Rainbow, we are committed to ensuring that you are satisfied with your purchase. For any return inquiries, please contact our support team before proceeding.
Online Return Process
- To start a return, visit our Returns Portal and follow the steps provided. The request will be sent for approval – all returns must be approved before proceeding.
- If your return request is approved, you will receive an RMA (Return Merchandise Authorization) number by email with two options (By Mail or In-Store Drop-Off) to return your items.
- Return By Mail:
- Our resealable mailers can be reused for return shipments. Customers are responsible for all return costs and packaging; we do not provide return labels.
- Pack items securely inside the package and clearly display the RMA number on the package. Include the RMA form on the inside with your item(s).
- Choose a trackable shipping service, as we are not responsible for lost or delayed packages.
- Returns must be shipped to:
Over The Rainbow
ATTN: Online Returns & Exchanges
55 Bloor Street West, Suite 123
Toronto, ON M5W 1A5
- In-Store Drop-Off: returns can be dropped off at our front cash desk during retail store hours. Provide your name and RMA number to the front cash upon arrival. Refunds are processed within 24-72 hours by our Online Team. Receipts can be provided for 2-hour free parking vouchers (Manulife Centre P1/P2/P3 lot only) upon request.
Online Returns from the USA
- Customers are responsible for return shipping, taxes, duties, and brokerage fees, which will be deducted from the refund.
- Over The Rainbow is not responsible for customs and duty charges unless there was an error in the original shipment.
Online Return Conditions & Item Requirements
To qualify for a return, items must be:
- Unworn, unwashed, with original tags attached.
- Free of pet hair, stains, odors, or damage.
- Original packaging included for bags, accessories, footwear, and unopened tech/grooming products.
SHIPPING POLICIES
We offer multiple courier options for online orders in Canada and the USA. Delivery estimates are not guaranteed; factors like origin, destination, weather conditions, and other unforeseen circumstances can affect delivery periods. Delivery estimates begin at the order pickup date found on the courier tracking number, not when the order is placed or when payment is processed.
Accelerated Delivery with Shippie
Over The Rainbow is excited to partner with Shippie to provide Accelerated Delivery across Canada. Shippie delivers Monday to Friday (business days) before 9PM to all regions, except civic and statutory holidays, in these estimated (not guaranteed) delivery windows:
- Ontario (1-2 business days): Ajax, Aurora, Barrie, Belleville, Brampton, Brantford, Burlington, Cambridge, East York, Etobicoke, Grimsby, Guelph, Hamilton, Kingston, Kitchener, London, Markham, Mississauga, Newmarket, North York, Niagara Falls, Oshawa, Ottawa, Pickering, Richmond Hill, Scarborough, St. Catharines, Toronto, Vaughan, Waterloo, Welland, Windsor.
- Quebec (1-2 business days): Gatineau, Quebec City, Montreal, Sherbrooke.
- Prairies (3-4 business days): Calgary, Edmonton, Regina, Saskatoon, Winnipeg.
- Maritimes (3-4 business days): Halifax, Moncton.
- British Columbia (4-6 business days): Kamloops, Kelowna, Nanaimo, Vancouver, Victoria.
Customers have the option to choose from the following Shippie delivery options:
- With Signature: Shippie will make three attempts at delivery to the address stated on your order while obtaining a signature to release the package. Failed delivery attempts for any reason will extend the delivery time beyond estimated arrival date.
- No Signature: Shippie will safely drop your package off at your delivery destination. By choosing “no signature safe drop” at checkout or “release signature” through your designated Shippie tracking number, Over the Rainbow is not responsible for any lost or stolen packages once the delivery is made to the address stated on your order.
Canada Post Shipping Service
Over the Rainbow has partnered with Canada Post to offer an affordable shipping options across Canada during with the following estimated (not guaranteed) delivery times:
- Expedited Parcel: local: 1 - 3 business days | regional: 3 - 6 business days | national: 4 - 10 business days
- Xpresspost: local/regional: next business day | national: 2 days
- Priority: next business day for all local/regional/national destinations
All Canada Post deliveries require signatures at the door and will not be left at the address to avoid potential theft. If you are unavailable at the time of delivery, a notice card will be left at your address with pickup instructions. The package will be held at your nearest post office for pickup for a stated period of time. If you did not receive a notice card, please contact our online team.
UPS Shipping (U.S. Orders)
- Applies to all orders with delivery addresses within the United States.
- P.O. Box shipping is available only if it is your billing address or a PayPal confirmed shipping address.
- Estimated delivery times vary by region and processing times at U.S. Customs and Border Protection.
Shipping Rates
- Orders over $150 (regular-priced items) shipping or billed to an address in Canada qualify for free shipping, either through Canada Post (expedited service only) or Shippie (accelerated delivery) depending on your region and chosen service.
- If your order includes discounted or final sale items, free shipping does not apply.
- Shipping rates are calculated by region and are displayed at checkout by courier partner.
Shipping Issues: Delays, Loss & Damage
- Lost or Delayed Packages: If your package is delayed, contact us for assistance. If lost, an official courier investigation is required before issuing a refund or replacement.
- Unclaimed Return to Sender Packages: customers will be contacted by our online team for re-delivery. If no response is achieved, an online gift card will be issued for the product value of the order minus any shipping & handling costs.
- Shipping Insurance:
- With Insurance: full refund or replacement if lost, misdelivered, or undelivered.
- Without Insurance: refund/replacement only if lost or delivered to the wrong address.
- Delivered Packages: once marked "delivered," Over The Rainbow is not liable for theft, loss, or damage at the delivery location.
ORDER POLICIES
Canadian Taxes
- Applicable taxes will be charged based on the province listed on your billing address.
International Orders & Duties
- Customers are responsible for all U.S. duties and taxes.
- Orders over $800 USD may be duty-free, subject to U.S. Customs regulations.
- We do not alter declared values or mark items as gifts.
Order Processing & Payment
- Orders are processed within 1-3 business days. Business processing hours are Monday to Saturday between 10AM - 4PM.
- Orders are confirmed via email and shipped after stock and payment verification.
- Payments are processed securely through JP Morgan Chase.
- Accepted payment methods: VISA, Mastercard, Debit, AMEX, PayPal Express Checkout.
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