Refund policy

Returns

We accept returns of regular-priced, unworn items in their original, undamaged packaging within 30 days of the original purchase date.

Please contact us for a Return Authorization before sending anything back.

All returns are subject to inspection before a refund is issued.

We strongly recommend using a trackable shipping method, as Froddo Canada is not responsible for lost items in transit.

 

Refunds

Once we receive and inspect your returned item, we will notify you by email regarding the approval or denial of your refund.

If your return is approved, a refund will be issued to your original method of payment.

If the item is found to be used, soiled, or damaged and the refund is declined, the customer will be responsible for the cost of shipping the item back to them.

Please note:

-            Shipping charges are non-refundable.

-            If your original order qualified for free shipping, a restocking fee will apply to help offset our actual shipping costs (see below).

-            Our actual shipping costs often exceed the flat rate charged for orders under $100 within most of Canada (excluding Northern Territories, Nunavut, and Yukon – where free shipping applies only for orders over $200 CAD / $250 USD).

-            Duties or tariffs for deliveries to the U.S. are the customer’s responsibility.

 

Restocking Fees – Canada

We are happy to offer no restocking fee for small returns, as we understand that finding the right fit sometimes takes a try.

1–2 pairs: No restocking fee

3–4 pairs: Our standard shipping cost + $10

5+ pairs: Actual return shipping cost (proof provided)

Why we have restocking fees for larger returns

To help keep pricing fair for all customers, restocking fees apply only to larger multi-pair returns. Shipping multiple sizes or styles with the intention of keeping only one pair creates significant handling, shipping, and processing costs for a small business.

These fees help us:

Cover real return and restocking costs

Avoid excessive multi-pair “try-on” orders

Continue offering fair pricing and free guidance on fit

We are always happy to assist with fit advice before ordering, so you can choose the right size with confidence and avoid unnecessary returns.

 

Returns from the U.S.

U.S. returns will be refunded minus a flat $25 CAD shipping fee.

If you received free shipping, restocking fees apply as follows:

1–2 pairs: $25.00 CAD

3–4 pairs: $30.00 CAD

5+ pairs: Based on actual original shipping cost

 

Late or Missing Refunds

If you haven’t received your refund:

1. Check with your credit card provider or bank—it may take time for the refund to post.

2. If you still haven’t received it after checking, contact us at toronto@froddo.ca.

 

Gift Returns

If you received an item as a gift and would like to return it:

- The item must be currently listed at full price (not on sale or clearance) on our website.

- You will receive a store credit for the current selling price, issued as a coupon/or a gift card.

- Return shipping is not included in the credit.

- Please use a trackable delivery method, as Froddo Canada is not responsible for lost items.

 

Sale & Clearance Items

- Only regular-priced items are eligible for refunds.

- Items received as gifts, awards, or promotional freebies are not eligible for return.

- Sale items may be exchanged for a different size (subject to availability). If the replacement item is lower in price, the difference will be issued as store credit.

- Clearance items are final sale and cannot be returned or exchanged.

- Sale items exchanged for a different size do not qualify for free shipping on the replacement item.

 

Incorrect Addresses or Refused Deliveries

If an order is returned to us due to a refused delivery or incorrect address, shipping fees will be deducted from your refund as follows:

Ontario & Quebec: $25.00

Other Provinces: $35.00

USA: $45.00

For orders of 3 or more pairs, add $15.00 to the above shipping deduction.

 

Warranty Policy

If an item has a manufacturer’s defect, we will gladly replace it with the same style and size within 90 days of purchase.

 - A manufacturing defect is a flaw in construction that affects the item's appearance or function, and is not caused by normal wear and tear.

- In rare cases where stitching comes loose, we will reimburse the cost of repair (not offer exchanges or in-house repairs).

Please note: Damage caused by crawling, dragging shoes, or using balance bikes is not considered a factory defect.

- If a replacement is not available and the customer prefers a refund, we will issue a store credit valid for 1 year instead of a cash refund.

- If the exact item is not available, you may choose a different style. Any difference in price will be billed or refunded accordingly.

We cover the cost of return shipping and sending out a replacement pair for valid warranty claims or we issue a store credit valid for 1 year of the date of issue.  No refunds.

Exchanges

If you ordered the wrong size:

- For regular-priced items that qualified for free shipping, we’re happy to offer an exchange within 15 days of delivery.

Simply place a new order for the correct item, and we’ll process a refund once we receive your return.

- For sale items or items that did not qualify for free shipping, the same exchange process applies, but shipping charges may apply on the new order.

- Clearance items are final sale and not eligible for returns or exchanges.

 

If your purchase was made through a third-party seller (not froddo.ca), please contact them directly.

 

Return & Exchange Shipping Info

Request the Return Authorization form from toronto@froddo.ca

Return Address:

 

Westmark Fashion Distribution Services Ltd.

c/o Zagy Shoe Shop Ltd.
70 Bethridge Rd
Etobicoke, ON M9W 1N1

 

Use a trackable delivery method and ensure the shoe box is undamaged.

You may reuse the original mailer or shipping box to return your item.