LEGO Canada Returns: 90 Days, Open Boxes & Stores

Quick answer: For an eligible order placed directly with the official LEGO Canada online shop, LEGO describes a 90-day return period measured from receipt of the order. The Canada-specific process asks customers to contact LEGO before returning an online order, and opened sets or store returns have different conditions. Check the official LEGO Canada returns page for the exact product and purchase channel.

Start the Canadian online return through LEGO customer service

LEGO directs Canadian shoppers to email or call its customer service team to arrange the return of a LEGO.com order, rather than relying on the US-specific online return procedure. The company provides return instructions and an appropriate prepaid return label for qualifying items.

LEGO says returns on eligible online orders are free and describes processing an approved refund within the published timeframe after receipt of the returned items, with funds credited to the original payment method. Keep the packing slip, order email and label tracking information. If a promotional gift came with the qualifying order, LEGO asks customers to include that gift when returning the order.

A sealed set and an opened set are not handled identically

The published Canadian terms identify special handling for opened sets. LEGO asks customers who want to return opened merchandise to contact Customer Service and says an opened item returned with its original packing list or receipt can result in a LEGO Gift Card or an exchange for something of equal value under the stated conditions. That differs from assuming that every opened set qualifies for a refund to the payment card.

The policy excludes gift cards, certain Pick a Brick products, personalised Minifigure Factory and Create a Minifigure items. Check these before returning a made-to-order or otherwise excluded product.

Returning a LEGO.com purchase to a LEGO Brand Retail Store

LEGO says an unopened online set may be brought to an official LEGO Brand Retail Store when the total return value is under CAD $250, with the original packing slip or a receipt dated within 90 days. The specified store-refund outcome for that route is a LEGO Gift Card, not necessarily the original payment method.

Official LEGO Brand Retail Stores cannot accept opened sets through this online-order store route or returns totalling over CAD $250 under the published terms. LEGO Certified Stores operate separately and do not automatically accept purchases made from LEGO.com or a LEGO Brand Retail Store. Confirm which type of store you are visiting.

Two examples: an opened birthday set and a costly unopened set

You built a set once but want a different model. Contact LEGO customer service with the packing slip or receipt and explain the opened condition. The published policy describes exchange or gift-card possibilities, not an automatic original-payment refund for an opened item.

You have an unopened online set worth CAD $300. Do not assume that the official retail store can process the online return: LEGO describes a CAD $250 total limit for its online-order store-return route. Ask LEGO’s Canadian customer service for the correct online-return instructions instead.

Contact LEGO Canada

Use the official LEGO Canada customer-service hub to find the email or phone contact route, order status and returns help. Keep the original receipt or packing slip and note whether the item was purchased on LEGO.com, in an official LEGO store or from a certified or other third-party retailer.

Policy checked on 20 September 2026. This independent guide explains the retailer’s published Canadian process; eligibility for any particular order is determined by the retailer’s applicable policy and order details.