Refund policy

What is your return policy?

We accept returns on eligible items within 21 days of the delivery date.

  • Email hello@roncypacks.com to receive our return address
  • Item is in its original, unused, unwashed, and unaltered condition
  • Original tags are attached
  • Return shipping is paid by the customer
  • We recommend using a trackable and insured shipping method, as we are not responsible for lost or damaged returns
  • Final sale/clearance items are not eligible for return or exchange

Roncy Packs reserves the right to reject returns that do not meet the criteria. Non-compliant returns may be returned to the sender at our discretion.

When will I receive my refund?

  • Refunds are issued to your original payment method within 5–10 business days of us receiving your return
  • You’ll receive a confirmation email when your refund is processed
  • Shipping fees and any applicable customs fees are non-refundable
  • Your financial institution may require extra time to process the refund

Can I exchange an item?

Yes! We accept exchanges on eligible items within 21 days of the delivery date. To request an exchange:

  1. Email us at hello@roncypacks.com with your order number and the item(s) you'd like to exchange
  2. Mail your original item(s) back to our address (to be provided). Items must be unworn, with tags attached, and in resellable condition
  3. Customer pays shipping both ways. We will invoice you for the return shipping cost before sending the replacement

Do you offer local exchanges or returns?

Yes! We offer local porch pick-up/drop-off in Toronto. We accept exchanges on eligible items within 21 days of the delivery date.

  • Place a new order and include a note: "Exchange"
  • We'll follow up to confirm the drop-off location for the original item
  • Include your name and order number with the returned item
  • Once we receive it, any refund will be processed

Important for U.S. & International Returns/Exchanges

To avoid additional customs charges, we will send these documents for you to affix to the outside of your package.

  1. A shipping declaration, which will note: “Canadian Goods Returned”, item type, value and HS code
  2. A copy of the original invoice

Failure to include these may result in customs fees being deducted from your refund.

What if my item is damaged or incorrect?

  • Please contact us at hello@roncypacks.com with: order number, photos of the issue and item details if applicable
  • We’ll review and work to resolve the issue on a case-by-case basis
  • Items showing natural wear, accidental damage, or neglect are not eligible for return or exchange

Do you ship internationally? Are there customs or import fees?

Yes, we ship internationally! For US orders, duties are included in the shipping fee.

Otherwise, most international orders will be subject to additional customs or import fees upon arrival in your country.

  • These may include duties, taxes, brokerage fees, VAT, or other charges
  • Fees vary by country and shipping carrier and are based on your local import regulations
  • We recommend checking with your country’s customs office for accurate information
  • Roncy Packs is not responsible for any customs or import fees
  • If an order is rejected, unclaimed, or returned to sender, the return shipping cost and any unpaid import charges will be deducted from your refund

Shipping timelines are estimates only. International orders may face delays beyond our control. 

How long does shipping take, and what should I expect?

Canada
Orders ship via various couriers (primarily Good Foot Delivery, GLS and ICS) with tracking provided by email. Estimated delivery is:

  • 2–3 business days within the local area
  • 2–14 business days nationally

United States
Orders ship via various couriers (primarily UPS and FedEx) with tracking provided by email. Estimated delivery is:

  • 3–14 business days for flat rate shipping
  • Delivered Duties Paid: all duties are already included in the shipping fee

International
Orders ship via various couriers with tracking provided by email. Delivery times will vary by destination (about 10 to 28 business days). Duties and taxes are the customer’s responsibility. Refused shipments may be subject to return shipping and restocking fees.

Holiday Note: Please expect delays during peak seasons and holidays across all regions.