Refund Policy
Our return policy lasts 30 days. If 30 days have gone by since the date of your purchase, unfortunately we can’t offer you a refund or exchange. This applies to all products purchased both in store and online.
To be eligible for a return or exchange you must have your original receipt. Your item must be unused and still enclosed inside the original packaging. We reserve the sole right to determine if the product is in new condition enclosed in original packaging.
Refunds will be issued using the exact payment method which originally paid for the item.
Non-returnable items:
Anything that has been purchased, or shipped (in cases of online orders) in excess of 30 days prior to the day's date.
Gift cards and certificates as well as any item purchased using a "Posting/Retirement" certificate sent to us by any of the Mess Halls or individual unit/squadrons on base.
Any item not brand new in its original condition or packaging and anything that is damaged or missing parts for reasons not due to our error. We reserve the sole right to determine what looks used and whether a package has been opened or tampered with.
Refunds for Online Orders:
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. At this time we will notify you of the approval or rejection of your refund.
If the refund is approved, your refund will be processed immediately to your original method of payment.
If You Haven't Received Your Refund:
If we've processed a refund for you but you haven’t received a refund yet, first contact your credit card company, it may take some time before your refund is officially posted to your credit statement.
Next contact your bank.
If you’ve done this and you still have not received your refund, please contact us at mercuryshop@c-and-e-museum.org
Sale items:
Sale items may not be refunded or exchanged. No exceptions.
Exchanges and Replacements:
We only replace items if they are defective or damaged through fault of our store.
We will not exchange items damaged by the customer or in transit after being shipped. Items damaged in transit must be promptly reported to the shipping company that delivered the package to you.
We will provide exchanges if you accidentally ordered the wrong item (wrong size, wrong colour, wrong rank etc).
If you need to exchange an item, send us an email at mercuryshop@c-and-e-museum.org
Depending on where you live and our availability of the product, the time it may take for your exchanged product to reach you may vary from a few days to a few weeks.
Shipping Your Return:
To return your product to us please contact us to discuss, then ship your product to: The Mercury Shop, PO Box 17000 Stn Forces, 95 Craftsman Boulevard, Kingston Ontario, K7K 7B4, 613-541-5395.
You will be responsible for paying for the shipping costs of returning your item.
If you return a product to receive a refund, the refund will not include the original shipping fee paid as our shipping fees are non-refundable.
DISCLAIMER: We cannot guarantee that we will receive your returned item. It is your responsibility to ship using a secure and tracked shipping method. The Mercury Shop will not be at fault for lost or damaged packages or items that are shipped to us by our customers.