Our return policy at TFC shop is very simple: If the shoes you purchased don't fit or you aren't happy with the product you can return it for a full product refund as long as we can re-sell the product as new. That means no dirt, no smell and no signs of outdoor wear and tear.
If you wouldn't be happy receiving the product as new, it makes it very hard for us to accept it as a return although our priority is to make sure everyone is happy with their purchase and we deal with each case individually.
We recommend wearing your new shoes indoors around the house to make sure they fit and you enjoy the feel before wearing them outside.
For any product you want to return, simply ship it back to the return address on your package and once received, a TFC representative will send you an email to update you on the return.
Our team of physical therapists each work weekly hours treating patients in our Ottawa clinic and because of the high volume of orders coming in we will now be shipping out on Tuesday and Friday Mornings (cutoff is 12 noon on the previous day). After initially aiming to ship out every order next business day, until our team grows or we reach a volume that warrants using a third party fulfillment company, we require more time to process, pack and ship out orders.
Shipping time estimates for each service are provided by the postal service we use - Canada Post. These estimates are subject to delays based on factors over which we have no control including but not limited to: flight delays for international shipments, customs clearance and local postal service turnover. Depending on the destination country these extra factors can sometimes add 1-2 weeks to shipments and we appreciate your patience until your order arrives.
Once orders are handed off to the postal office they are no longer in our control although we do our best to make sure all issues are resolved and customers are happy. With so many packages being sent around the world lost packages and delays are bound to happen.
The most common cause for orders not arriving or being delayed is an error in the address. If your package is taking longer than expected please verify that you entered the correct shipping address first. If an error was made the package should be returned to us at which point we will refund you the cost of the products.
If your package has been delayed and the address is correct please contact us and someone from the team will get back to you within 2 business days with an update.
As a Canadian company, all of our prices are charged in CAD at checkout. We use a currency converter app that lets you visualize what the prices will convert to in your selected currency but will revert back to CAD at checkout which can sometimes create some confusion.