Step 1: Your Return Arrives at Our U.S. Warehouse

When your U.S. return arrives at our U.S. warehouse, our team will identify your account using your SE# (shown on the shipping label). The return will then be assigned to your account and you will receive an email notification.

Step 2: Shipment is Processed

If the return uses the SAME tracking number

(This is common for undeliverable shipments e.g. returned due to address issue, refused by recipient etc.)

Our system will automatically pull the shipment details, so you will not need to create a declaration.

You simply need to:

1. Log in to your account
2. Go to the Returns Dashboard
3. Click the Request button to have the return imported back into Canada

If the return uses a DIFFERENT tracking number

(This is common for customer returns e.g. wrong item, damaged item, incorrect size etc.)

Our U.S. team will still assign the shipment to your account using your SE# shown on the label.

Once the return is added:

• The new tracking number will appear in your account for reference

At this point, you will need to provide:

• A specific item description
• Quantity
• Item value

After submitting the details, click Request to confirm you want the shipment imported into Canada.

Our Data Entry team will review the information, and once approved, the shipment will be added to the next available trip. If there are issues with your declaration, you will be notified via email.

Step 3: Shipment Arrives in Canada

Once your return arrives at your selected branch location, you will receive another email notification.

Step 4: Pick Up Your Return

To claim your return, you must bring the Order Sheet with Barcode that was emailed to you.

You can:

• Print the barcode
• Show the digital copy on your phone

Our branch associate must scan the barcode to complete the pickup.

⚠️ Important:
If you do not provide the barcode, the return cannot be released to you.

The shipment will remain active in the system and may begin accumulating storage fees.

To avoid delays or additional charges, please make sure you have the barcode ready when picking up your return.