SoftMoc Returns: 60 Days, Receipts, Online Orders and Outlet Rules

Quick answer

SoftMoc states that most in-store and online purchases are eligible for return or exchange within 60 days of purchase when the item is unworn, in its original box or packaging and accompanied by the receipt or invoice. Purchases from its Warehouse Outlet locations use a shorter 15-day period. Online refunds go back to the original payment method. This guide is based on the retailer’s published Canadian information checked on 2026-10-13. Always confirm the option shown for your exact order before sending an item back because category, seller, payment method or promotion-specific terms can change the result.

The most useful place to verify the current rule is the SoftMoc official policy. RefundIndex is an independent informational site and is not SoftMoc. The goal here is to explain the published return path clearly without promising that a retailer will accept a specific return.

How the published policy works

The policy is easiest to understand when you separate the standard return window from the conditions that can shorten, limit or change it. The headline period is only one part of the decision. The seller of record, whether the purchase was online or in store, item condition, proof of purchase, final-sale status and the reason for the return can all matter.

• Most store and online purchases use a 60-day return/exchange window.
• Items must be unworn, in original packaging or shoe box and accompanied by the receipt or invoice.
• Warehouse Outlet purchases at the listed outlet locations use a 15-day return/exchange period.
• Online refunds are processed to the original payment method.
• For online purchases, SoftMoc states that store-level exchanges are not offered; the online order is refunded and the replacement can be purchased separately.

If you are comparing policies before buying, Sport Chek returns and Mark’s Canada returns show how another Canadian retailer can use different windows, proof-of-purchase rules or return channels. That comparison is useful because a familiar rule at one chain should never be assumed to apply to another. Read the order confirmation and product page alongside the general policy, especially for electronics, hygiene-sensitive goods, furniture, limited releases, marketplace listings and clearance merchandise.

Online, store and seller routes

For an online order, sign in to the SoftMoc Rewards account or use the order tracking/return route to see whether the order qualifies for a prepaid return label. If returning by mail, protect the original shoe box inside a shipping carton. For a store purchase, bring the original receipt and the payment method used if you want a standard refund.

A reliable process is to identify the purchase channel first, then use the return path attached to that channel. Save the confirmation email, receipt or invoice; take a screenshot of any return authorization; and keep the carrier receipt or drop-off scan until the refund has been posted. These records are useful if the parcel is delayed or the retailer asks you to confirm when the return was handed over.

Do not send a product to an address found on an old forum post, packaging from another order or a third-party website. Use only the address, label, QR code or store instructions generated by the retailer for the current return. This reduces the risk of an untracked parcel being sent to a location that is not connected to your return authorization.

Receipt, condition and packaging

Footwear should be unworn and remain in saleable condition. The shoe box is part of the return presentation, so do not use it as the outer shipping carton or attach a carrier label directly to it. If the item was purchased from an outlet location, verify the shorter outlet deadline before making the trip.

For preference-based returns, it is usually best to stop using the item as soon as you decide it may go back. Keep boxes, tags, inserts, manuals, accessories, promotional items and bundled components together. If proof of purchase is missing, check the retailer’s published no-receipt rule rather than assuming that a credit-card statement, loyalty account or ID will always substitute for a receipt.

A damaged, defective, wrong or incomplete item should be described accurately. Retailers often use a different support or warranty workflow for product problems than they do for ordinary change-of-mind returns. Choosing the correct reason also helps the retailer tell you whether photos, serial numbers, troubleshooting or a different shipping method are required.

Refunds: what happens after the return

SoftMoc advises that online returns can require processing time after reaching the returns warehouse. Refunds are applied to the payment method used for the online purchase and include the eligible merchandise amount and sales tax. A carrier delivery scan and a completed refund are separate stages.

Keep in mind that “return received,” “refund issued” and “money visible in the account” are not the same event. The retailer may first receive and inspect the item, then authorize a credit, after which the bank, card issuer, PayPal or another payment provider can take additional time to post it. If the retailer shows the refund as completed, use that confirmation when asking the payment provider about a missing credit.

The refund method can also depend on the original tender. Gift cards, merchandise credits, split payments, buy-now-pay-later arrangements and marketplace sellers can be handled differently from a single credit-card payment. Never assume that an accepted return automatically means a cash refund.

Practical return scenarios

The shoes are the wrong size but were only tried on indoors

If they remain unworn and the packaging is intact, start the eligible return within 60 days. For an online order, expect a refund-and-repurchase process rather than a store-level direct exchange.

You bought from a Warehouse Outlet

Use the outlet-specific 15-day period rather than the general 60-day period.

You paid shipping on the original online order

Check whether the order qualifies for a prepaid label. SoftMoc notes that orders that incurred a shipping fee may not qualify for a prepaid return label.

These examples are illustrations of the retailer’s published process, not a determination of what any individual customer is legally entitled to receive. If the facts of your purchase are different, use the order-specific support route and ask the retailer to confirm the available option.

Official customer service

SoftMoc lists Customer Care at 1-877-763-8662 and also offers chat and account-based order tools.

Use the official support or policy page for the current contact route, return portal or policy details. Before contacting support, have the order number, purchase date, item name, return tracking number and a short factual description of the issue ready. For a damaged or incorrect item, keep photos if the retailer may need them.

When a phone number or chat agent gives instructions that differ from a general policy page, ask for the case number or written confirmation when available. That does not guarantee a particular outcome, but it gives you a clear record of the retailer’s order-specific instructions.

Questions shoppers commonly ask

Can I return the item without a receipt?

Only if the retailer’s published policy or store discretion allows it. A no-receipt return can have different outcomes, such as store credit, a lower-value credit or refusal. Use the rule described above for this retailer and bring any alternative proof the retailer says it accepts.

Can I exchange instead of getting a refund?

That depends on the retailer and the purchase channel. Some brands offer direct exchanges, while others require you to return the original item and place a new order. Do not assume an online order can be exchanged in a store unless the policy specifically allows it.

Can I return an online purchase in a store?

Only when the retailer’s Canadian policy permits it for that item and payment method. Marketplace orders, oversized merchandise, special orders and some payment methods can be excluded from in-store processing.

What should I do if the refund has not appeared?

Check the return tracking and the retailer’s return/refund status first. If the retailer confirms the refund was issued, allow for the payment provider’s posting time. Then contact the retailer or payment provider with the order number and refund confirmation if the credit is still missing.

A short Canada note

This article summarizes a company’s published commercial return, exchange or refund process for Canadian shoppers. It does not decide whether a consumer has additional statutory rights in a specific dispute. Consumer-protection rules can vary by province and by the type of transaction. When a problem goes beyond the retailer’s voluntary policy—particularly a disputed defect, contract issue or unresolved complaint—use the appropriate provincial or territorial consumer-protection authority for authoritative information rather than relying on a generic return-policy article.

Policies change. Before making a trip, paying return postage or shipping a valuable item, open the official policy linked above and confirm the current rule for your order.