Refund policy
Last updated: July 20, 2026
All sales are final. We do not accept returns, exchanges or cancellations because a customer has changed their mind, ordered the wrong item, no longer wants the product or did not fully review the product information before purchasing.
Damaged, defective, incorrect or missing items
If your order arrives damaged, defective, incomplete or different from what you ordered, contact us at info@blackspruceresearch.ca within 48 hours after delivery. Include your order number, a description of the issue, clear photographs of the product, packaging and shipping label, and any other information reasonably requested to assess the claim.
Keep the product and all original packaging until we have completed our review. Do not return an item without written authorization from us. Unauthorized returns may not be accepted.
If we verify that an item was damaged in transit, defective, missing or shipped incorrectly, we may, as appropriate, replace the item, provide store credit or issue a refund. We will cover reasonable return-shipping costs when we require the return of a verified damaged, defective or incorrect item.
Non-returnable items
Except where required by law, we do not accept returns of opened, used, altered, reconstituted, unsealed, temperature-sensitive or tampered products. We also do not accept products that have been stored or handled contrary to the product information supplied with the order.
Order cancellations
Orders cannot normally be cancelled after payment has been accepted or fulfilment has begun. If you contact us before fulfilment begins, we may attempt to cancel the order, but cancellation is not guaranteed.
Delivery issues
Report a package marked delivered but not received as soon as possible. We may ask you to confirm the shipping address and contact the carrier or local delivery office. Carrier investigations and resolutions are subject to the carrier's procedures. Please see our Shipping Policy for address errors, unclaimed packages and delivery delays.
Refunds
Approved refunds are issued using a method we select that is reasonably appropriate for the original payment method. Processing times may vary by financial institution or payment service. Original shipping charges are not refundable unless the refund results from our error or applicable law requires otherwise.
Legal rights
Nothing in this policy limits or excludes a right or remedy that cannot legally be limited or excluded. Customers may have cancellation, refund or other rights under applicable federal or provincial consumer-protection law, including rights relating to internet sales contracts, required disclosures, contract copies and delivery deadlines.
Contact
Black Spruce Research
PO Box 11996
Lloydminster, Alberta T9V 3C3
Canada
info@blackspruceresearch.ca