Refund policy
Refunds
Online Orders: Please contact us to initiate a return within 30 days of purchase. Products must be unopened, unused, and in their original packaging (in the same condition as received). It is the customer's responsibility to cover the cost of return shipping.
Please note the following items are not eligible for return or refund:
- Digital products
- Gift cards
- Opened products
Once we receive and inspect your returned item, we'll send an email confirming receipt and whether your refund has been approved. If approved, the refund will be processed to your original method of payment. Please allow 5–10 business days for the refund to appear, depending on your bank or credit card provider.
In-Store Purchases: Refunds can be processed in-store within 30 days of purchase, once the item is inspected and approved, and will be issued to the original method of payment. Please have your order number or receipt ready so we can look up your purchase.
Online orders can also be returned or exchanged in-store for your convenience.
Exchanges
Online Orders: If you'd like to exchange your trip for a different one, please email us at questions@guesswheretrips.com with your order number within 30 days of purchase. You will be responsible for returning the original trip to us, and there is a small $8 reshipping fee to send your new choice out. Your new trip will ship once we have received the original order.
In-Store Purchases: Exchanges are welcome in-store as long as the item is in its original packaging and you have your order number or receipt.
Shipping Costs
If returning or exchanging an item by mail, shipping costs are the responsibility of the purchaser.
Incorrect or Outdated Addresses
If an order is returned to us due to an incorrect address provided at checkout, we can reship it for an $8 reshipping fee.
If the order was delivered to the address provided but is not being returned to us, we can reship for an $8 reshipping fee plus a $5 replacement fee per item.
If you do not wish to have the order reshipped, we can issue a refund minus the original shipping fee.
Foreign Transaction Fees
Guess Where Trips is a Canadian company. While most customers are not affected, some banks and credit card providers may charge a foreign transaction fee on purchases made with a Canadian merchant. This fee is applied by your financial institution and is outside of our control. We are not responsible for any foreign transaction fees incurred on your order.
