Politique de remboursement

Returns Summary

(Updated February 2026)

We know reading full policies can be tedious, and we truly appreciate your patience! These guidelines are here to keep things clear, fair, and transparent for everyone. A quick summary is below, followed by the full policy if you’d like all the details.

All food and beverage items are final sale due to food safety regulations.
We don’t offer refunds for taste preferences, novelty differences, or personal expectations.
Many imported treats taste different than North American versions (for example, Swedish candies are intentionally hard and chewy). This is normal and part of the fun!
Clearance and discounted items are always final sale, regardless of best-before dates.
Best-before dates vary by country. If something looks confusing, ask us — we’re happy to help.
Once your order ships, the courier is responsible for handling and delivery.
Shipping fees are non-refundable.
Damage caused by weather or courier handling must be addressed through the courier.
If delivery security is a concern, you may request a hold at the depot before shipment.
If we make a mistake with your order, please contact us within 48 hours and we’ll review it promptly.
Refunds or exchanges are granted solely at our discretion. We reserve the right to review all requests on a case-by-case basis. Approval of one request does not guarantee approval of future requests.
Approved refunds are issued as store credit or digital gift cards only, unless otherwise stated for specific "oops" moments like out-of-stock items.

By placing an order with www.sourmoose.ca , you agree to this Returns, Refunds & Exchanges Policy, our Shipping Policy, and our Terms of Service.

RETURNS, REFUNDS & EXCHANGES FULL POLICY

Last Updated: January 2026

At The Sour Moose, we specialize in rare, imported, and perishable treats from around the world. Due to the nature of these products and in compliance with Canadian health and safety standards, our policies are designed to protect both our customers and the sustainability of our business. Clear expectations help us serve everyone better and avoid surprises.

Please read this policy carefully before placing your order.

1. FINAL SALE & FOOD SAFETY POLICY

Product Inspection
All products are visually inspected prior to shipment to ensure they are within their best-before date and meet our quality standards. We do not knowingly ship stale or significantly damaged products.

In accordance with Canadian health and safety regulations for perishable goods, all sales are final. Once food or beverage items leave our facility, we cannot accept returns or exchanges under any circumstances.

This policy includes, but is not limited to, the following.

Taste & Preference
Taste, flavour preferences, texture, and novelty are subjective and do not constitute defects. We do not offer refunds, exchanges, or credits because a product tastes different from what was expected or is disliked. Many international products, particularly from Scandinavian and European regions, are intentionally harder, chewier, saltier, or more intense than North American equivalents.

Texture Differences in Imported Candy

Some international candies, particularly Swedish and Scandinavian varieties, are intentionally produced with a firmer or chewier texture than many North American candies. This is part of traditional manufacturing and does not indicate that the product is stale. Texture, coating, and firmness may vary between batches or manufacturers.

Buyer’s Remorse & Ordering Errors
Orders cannot be cancelled, refunded, or modified once they have been processed. We kindly ask that you double-check your cart, quantities, and shipping details before completing checkout. Product colour may vary from what is displayed on your screen due to device settings and lighting, and does not constitute a defect.

Freshness Recommendation
For the best flavour and texture, we recommend consuming candy within approximately ninety (90) days of purchase. Storage conditions after delivery may affect product texture or quality.

Clearance & Best Before Items
Clearance and discounted items are strictly final sale. A “Best Before” (BB) date is a quality indicator, not a safety expiration. We make every reasonable effort to disclose best-before dates before shipping. If a date is missed, it is unintentional, and we strive to inform customers as soon as it is discovered. Clearance items remain final sale regardless of best-before date.

Best-before dates are formatted differently worldwide, including DD/MM/YYYY, MM/DD/YYYY, or YYYY/MM/YYYY. As we sell imported products, an item may appear expired when it is not. Differences in international date formatting do not constitute grounds for refunds, exchanges, disputes, or chargebacks. If you have questions about a date, please contact us and we’ll gladly review it with you.

Food Safety Compliance
Due to Canadian food safety regulations, returned food products cannot be resold once they leave our facility.

2. SHIPPING RISKS & BUYER RESPONSIBILITY

Once a package leaves our facility, responsibility for safe handling transfers to the courier. If you have a Safe Drop or Leave at Door agreement, The Sour Moose Inc. is not liable for theft or weather exposure after delivery is completed. If you do not have a secure delivery location, we strongly recommend requesting a Hold at Depot option. Once a parcel has been accepted by the courier and a tracking number has been issued, the shipment is considered in transit and cannot be cancelled.

Courier Mishandling
Issues such as leaks, bursts, crushed boxes, mis-delivery, or “Safe Drop” theft are courier-related. We do not provide direct refunds for courier errors; however, we are happy to provide documentation and reasonable assistance to support a courier claim. To help us assist you, clear photos of the outer box, inner packaging, and all contents must be taken immediately upon delivery and submitted within 48 hours. Blurry, incomplete, or missing photos may result in claims being declined to ensure fairness and consistency for all customers.

Courier Delays
Transit delays caused by couriers, weather events, routing errors, or labour disruptions are outside of our control and do not qualify for refunds, replacements, or order cancellations once the parcel has shipped.

Liquid Products & Pressure
Sodas, pickles, and other liquid products may leak or burst due to pressure or temperature fluctuations during shipping. Couriers generally do not approve insurance claims for liquid products and in many cases liquids are excluded from coverage entirely. As a result, leaks, bursts, or pressure-related failures are not eligible for refunds or replacements.

Optional Hold at Depot
If delivery security is a concern, customers may request that their parcel be held at the courier’s depot for pickup. This request must be made before shipment. If no hold-at-depot request is made prior to shipping, the customer assumes all risks associated with standard delivery, including misdelivery or theft.

Carrier Selection
We reserve the right to select the most appropriate courier and shipping method for your order.

Non-Refundable Shipping & Proof of Delivery
Shipping fees are services paid to couriers and are 100 percent non-refundable. Tracking marked as Delivered, including GPS coordinates or delivery photos provided by the courier, constitutes final proof of order completion.

3. WEATHER & TEMPERATURE SENSITIVITY

Canada’s climate is unpredictable. We do not offer refunds, replacements, or credits for damage caused by temperature conditions, including melting, blooming, freezing, cracking, or pressure-related damage. Temperature exposure may affect texture or appearance but does not impact food safety. Changes such as melting, softening, cracking, blooming, or hardening are considered normal shipping risks and do not qualify for refunds or replacements.

Weather Holds & Protection
We reserve the right to delay shipment during extreme weather to help protect your order. Customers are responsible for selecting expedited shipping and adding cold packs when recommended for temperature-sensitive items. We are not responsible for weather-related damage that occurs during transit.

Sour Coating & Humidity
Candies with citric acid or sour sugar coatings may absorb moisture during transit due to humidity or temperature changes. This may cause the candy to appear damp, sticky, or softened. These changes are normal for sour-coated candies and do not constitute product defects.

4. ADDRESS ACCURACY & UNCLAIMED PARCELS

Incorrect Address
We are not responsible for parcels sent to incorrect or incomplete addresses provided at checkout. If a parcel is not returned to us, no refund or credit can be issued.

Returned to Sender / Unclaimed
If a parcel is returned as unclaimed, refused, or undeliverable, any refund or reshipment is handled at our discretion. Original shipping, return shipping, and a restocking fee of up to 40 percent may be deducted.

Customer Returns
Items sent back without prior written authorization are considered Abandoned Goods. We do not issue refunds for unauthorized returns. Customers requesting recovery are responsible for all associated shipping costs.

5. DAMAGED OR INCORRECT ITEMS

If We Sent the Wrong Item
Please contact info @ sourmoose.ca within 48 hours of delivery. To help us assist you, clear photos of all items received, the outer packaging, and the packing slip are required. If an error on our part is confirmed, we will determine an appropriate resolution (replacement or store credit). Approval of one request does not guarantee approval of future requests.

If Items Arrived Damaged
Damage caused during transit must be addressed through the courier. We do not issue refunds for courier mishandling. Cosmetic damage, such as dented cans, crinkled or torn bags, scuffed packaging, moisture exposure, leaks, bursts, or pressure-related failures are recognized risks of shipping and do not constitute product defects.

We sell shelf-stable items such as candy, chips, and soda. In most cases, packaging damage does not impact food safety. A bag opening during transit, a dented can, or cosmetic damage does not automatically render a product unsafe when the shipping box has remained sealed.

Vacuum-sealed items may lose puffiness due to air-pressure changes during transit. This is common and does not affect product quality or safety.

If a product appears genuinely unsafe, please contact us immediately with clear photo evidence. Claims submitted after 48 hours, or without clear photos of the outer packaging (including the shipping label), inner packaging, and contents, cannot be approved. To help us assist you, please retain all original packaging and product until the review is finalized. Claims cannot be reviewed if the original packaging and shipping materials have been discarded before documentation is completed.

Opened Products
Products that have been opened, partially consumed, or tampered with cannot be evaluated for refunds or credits unless a safety concern is clearly documented.

Refunds, Exceptions & Discretion

All sales are final once items leave our facility. Any exceptions are granted solely at the discretion of The Sour Moose Inc. and reviewed on a case-by-case basis. If approved, exceptions are issued as store credit or exchange only. Approval of one request does not guarantee approval of future requests.

Refunds to the original method of payment are issued only in the following limited circumstances:
• An item is confirmed to be out of stock and cannot be substituted
• An order adjustment or overage occurs, such as unnecessary cold packs or shipping add-ons

Outside of these situations, refunds to the original payment method are not offered.

Policy Consistency
Exceptions granted in one situation do not establish precedent and do not guarantee approval of future requests.

6. REFUNDS, STORE CREDIT & EXCLUSIONS

Out-of-Stock Items
If an item is unavailable, we will contact you. If no response is received within 24 hours, the out-of-stock item will be refunded and the remainder of the order shipped.

Store Credit Only
Any approved exception is issued as store credit only. We do not issue cash or credit card refunds.

Customer Contact Attempts
In situations where an order requires clarification (such as stock availability, shipping adjustments, or product concerns), we will make reasonable attempts to contact the customer using the email address or phone number provided at checkout. If we are unable to receive a response within 48 hours, we reserve the right to proceed with an appropriate resolution or cancel the affected portion of the order at our discretion.

7. CHARGEBACKS & DISPUTES

By completing a purchase, you enter into a binding legal contract with The Sour Moose Inc. Customers agree to contact us before initiating a chargeback. Courier and customs investigations may take weeks or months to resolve. No credits or refunds will be issued until a final determination has been made. Chargebacks initiated for taste preferences, weather damage, or shipping delays violate our Terms of Service.

8. RESPONSE TIMES & CONTACT

Correspondence received on Mondays, holidays, or outside of business hours will be addressed the following business day.

Questions or concerns? We’re here to help:
info @ sourmoose.ca
(780) 662-0551