We want you to be happy with every spider hoodie, tracksuit or tee you order from us. If something is not right, this page explains exactly how returns, exchanges and refunds work at Spiders Hoodies Canada.
Return Window
You may request a return within 14 days of receiving your order. To be eligible, the item must be unworn, unwashed, free of odours and marks, and returned with all original tags and packaging still attached.
How to Start a Return
Email support@spidershoodies.ca with your order number, the item you want to return and a short reason. Please include photos if the item arrived damaged or incorrect. We will reply with return instructions and the correct return address.
Please do not send anything back before receiving those instructions. Unannounced returns cannot be matched to an order and cannot be processed.
Exchanges and Size Changes
If you ordered the wrong size we are glad to exchange it for a different size in the same style, subject to availability. Check the size guide on the product page first, and message us with your usual size and height if you are unsure. If the size you want has sold out, we will refund you instead.
Refunds
Once your return arrives and passes inspection, we approve the refund and issue it to your original payment method. Refunds normally appear within 5 to 10 business days, depending on your bank or card issuer. Refunds cover the price of the item; the original shipping was free, so there is nothing to refund there.
Cancelling an Order Before It Ships
If you change your mind before your order is dispatched, email us with your order number as quickly as possible and we will cancel it and refund you in full. Once a parcel has left our facility it cannot be cancelled, and it has to be handled as a normal return instead.
Damaged, Faulty or Incorrect Items
If your item arrives damaged, faulty or is simply not what you ordered, email us within 7 days of delivery with your order number and clear photos of the item and the packaging. We will arrange a replacement or a full refund, including any return postage, and you will not be out of pocket for our mistake.
Items We Cannot Accept
- Items that have been worn, washed, altered or damaged after delivery
- Items returned without their original tags or packaging
- Items that smell of smoke, perfume, aftershave or pet hair
- Returns requested more than 14 days after delivery
- Returns sent back without contacting us first
Sale and Discounted Items
Sale and discounted items follow exactly the same 14-day return rules as everything else. We do not run a separate final sale category, and we do not charge restocking fees on any order.
Return Shipping Costs
If you are returning an item because you changed your mind or ordered the wrong size, the return postage is yours to cover. If the item was damaged, faulty or incorrect, we cover it. We recommend a tracked service either way, since we can only refund returns that actually reach us.
Late or Missing Refunds
If more than 10 business days have passed since we confirmed your refund and it still has not shown up, check with your bank or card issuer first, as they sometimes hold funds for a few extra days. If it still has not landed, email us and we will send you the refund reference to give them.
Still Not Sure?
Email support@spidershoodies.ca or use the Contact Us page and a real person will answer within 24 to 48 hours. We would much rather help you get the right size than process a return.
Delivery still on its way? See Shipping & Delivery.