Refund policy

Last Updated: August 4, 2026

At Itsother, we are committed to providing our customers with a reliable shopping experience and quality products. This Return and Refund Policy explains our return process, refund procedures, and customer support guidelines for orders placed through our website.

Itsother is a Canadian-registered business providing online shopping services to customers in the United States.

1. 30-Day Return Window

We offer a 30-day return period. You have 30 days after receiving your order to request a return.

To be eligible for a return, items must meet the following conditions:

  • The item must be unused, unworn, and in its original condition.
  • The item must include original packaging, tags, or accessories.
  • Proof of purchase or order information is required.

2. Return Eligibility

Change of Mind Returns

If you change your mind about your purchase, you may request a return within 30 days, provided the item meets our return conditions.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us promptly. After review and approval, Itsother will provide assistance and cover applicable return shipping costs.

3. Return Shipping and Costs

  • For standard returns due to personal preference or change of mind, customers are responsible for return shipping costs.
  • For approved returns involving damaged, defective, or incorrect items, Itsother will cover applicable return shipping costs.
  • We recommend using a trackable shipping service for all returns. Itsother is not responsible for packages lost during return transit.

Restocking Fee: We do not charge any restocking fees for approved returns.

4. How to Initiate a Return

To request a return, please contact our customer support team before sending any items back.

Email: hello@itsother.com

Please include:

  • Your order number
  • Reason for the return
  • Photos or additional details if applicable

After reviewing your request, our team will provide return instructions, including the appropriate return address when applicable.

Important: Please do not send items back before receiving return instructions from Itsother. Unauthorized returns may not be accepted.

5. Refund Process

  • Once your returned item is received and inspected, we will notify you regarding refund approval.
  • Approved refunds will be issued to the original payment method used during checkout.
  • Refunds are processed in United States Dollars (USD).
  • Please allow 3–5 business days for refund processing after approval. Additional processing time may be required by your bank or payment provider.

6. Non-Returnable Items

Certain items may not be eligible for return due to product type, hygiene, or customization reasons, including:

  • Personal care products or intimate apparel.
  • Items marked as final sale.

7. Exchanges

We currently do not offer direct exchanges. If you need a different item, size, or style, please return your original item according to this policy and place a new order separately.

8. Contact Information

If you have any questions regarding returns or refunds, please contact us:

Business Name:
Itsother

Email:
hello@itsother.com

Customer Service Phone (Canada HQ):
+1 418-476-5408

Legal Registration / HQ Location:
1195 Rue des Érables
Saint-Félicien, QC G8K 2M8
Canada

Customer Service Hours:
Monday – Saturday: 9:00 AM – 5:00 PM (EST)
Sunday: Closed