Returns

STORE CLOSURES & IN-STORE RETURNS

If you wish to return an item in-store, and that location is currently affected by COVID-19-related closures, we will be accepting returns up to 30 days after the store has re-opened.

RETURN OF ONLINE PURCHASES BY MAIL

We offer free return shipping by mail. Our return process is quick & easy!

If an item was damaged, or the wrong item was sent, please contact Customer Service at 1-800-465-1244, or email supportTT@tiptop.ca.

PLEASE NOTE: We recently moved to a new returns platform. The steps for you to follow will be dependent on the time your order was placed.

If you placed an order on, or after February 24, 2021 & your order number is in "TT-XXXX" format, please visit our Returns Centre and follow the prompts to complete your return.

 

If you placed an order before February 24, 2021 & your order number is in "TT-XXXXXX-XXXXXX" format, please follow these steps:

STEP 1:  Fill out the Return Authorization form. Enter your order number – found on the packing list that came with your order – and your email address, to receive the return shipping label via email.

STEP 2: Print the RMA and include in the package with the return. Print and affix the shipping label to the outside of the package.

 
STEP 3: Ship your return. Package your return item in the original bag or box (if available), otherwise package your return in a suitable shipping bag or box to prevent damage in transit. Mail your return using Canada Post Service. You will receive an email confirmation when your return is processed.

 

Label(s) must be attached to return item(s).

To be eligible for a return, your items must be in the same condition as when you received them. Items must be unworn, unwashed, salable and have the original tags attached.

Items returned with signs of obvious use may be subject to the return being rejected and the item returned to the customer at their expense.

For online returns by mail, it can take up to 30 days to process the return and credit your account. Once the items to be returned are received by our Customer Service Department, the refund will be made and sent to the credit card company for processing. Generally, this can take 1-7 days depending on the credit card company. Please allow up to two billing cycles for your credit to appear on your statement.

Shipping fees applied to the original online order will not be refunded, unless the return is due to our error.

The shipping label will have our address pre-printed. Returns should be mailed to:

Grafton Apparel
44 Apex Road
Toronto, Ontario
M6A 2V2

IN-STORE AND ONLINE REFUND / EXCHANGE POLICY

Returns / exchanges of merchandise purchased in a retail store, or on the web, will be accepted at any Tip Top location across Canada.

Returns / exchanges must be made in-store within 30 days of purchase. Online returns / exchanges must be initiated within 30 days of purchase.

If you purchased an item in a retail store, it cannot be returned via mail. Please visit your nearest store, or refer to the Store Finder to find the store closest to you.

In-store and online refunds / exchanges will be made to the original method of payment used for the purchase.

If you are returning / exchanging an item purchased in a retail store, it must be accompanied by the original sales receipt.

If you are returning / exchanging an item purchased on the web to a retail store, you must bring a copy of your sales receipt that was emailed to you and shows the purchase price of each item and any discounts applied. If you do not have your sales receipt, one can be sent to you by contacting our Customer Service Department at 1-800-465-1244, or email supportTT@tiptop.ca.

Returns / exchanges without a proper receipt will be refunded to a Gift Card at the lowest sale price.

The packing list included with your shipment is not a sales receipt and cannot be used for returns or exchanges.

Please note that the following items are excluded from the refund policy and will not be accepted for refund or exchange, regardless of whether they were purchased in a retail store or online:

  • Items worn, altered or washed
  • Socks
  • Swimwear (swim trunks and board shorts)
  • Shipping Charges
  • Underwear, Boxers & Briefs
  • Gift Cards*
* only available for purchase and redemption in retail stores and cannot be returned


PRICE ADJUSTMENT POLICY
We offer a one-time price adjustment within 14 days on any purchase when the original sales receipt is presented.
 
Price adjustments on orders placed online during "Free Shipping" events will not be accepted.

Please note that price adjustments to merchandise purchased in-store can only be processed in-store.

To receive a price adjustment for merchandise purchased online, please contact Customer Service at 1-800-465-1244, or email supportTT@tiptop.ca.