Anaheim Express

Refund Policy

Last updated: January 2025

1. Delivery Refunds

Anaheim Express is committed to customer satisfaction. Refunds are available in the following circumstances:

  • Failed delivery due to our error: Full refund within 5 business days
  • Significant delay (over 4 hours for express): Express surcharge refunded
  • Package damage: Full delivery fee refund plus insurance claim if applicable
  • Package loss: Full delivery fee refund plus insurance coverage
  • Cancelled before pickup: Full refund
  • Cancelled after pickup: 50% refund

2. Insurance Claims

If you purchased package insurance and your package is damaged or lost:

  • Basic Tier: Up to $500 CAD coverage
  • Standard Tier: Up to $2,000 CAD coverage
  • Premium Tier: Up to $10,000 CAD coverage

Claims must be filed within 48 hours of the delivery date. Required documentation includes photos of damage, proof of value, and a description of the incident.

3. Membership Refunds

  • Monthly memberships: No refund for the current billing period upon cancellation
  • Yearly memberships: Pro-rated refund available within the first 30 days
  • Free Basic tier: No charges, no refunds applicable

4. How to Request a Refund

  1. Log in to your account and navigate to Dashboard > Billing
  2. Select the transaction and click "Request Refund"
  3. Provide reason and any supporting documentation
  4. Our team will review your request within 2 business days
  5. Approved refunds are processed back to your original payment method

Alternatively, you can submit a refund request through our Refund Request page or by contacting support.

5. Processing Time

  • Refund approval: 1-2 business days
  • Credit card refund: 5-10 business days (depending on your bank)
  • Insurance claims: 5-15 business days for review and payout

6. Non-Refundable Situations

  • Incorrect address provided by the customer
  • Recipient unavailable after 3 delivery attempts
  • Prohibited items discovered during transit
  • Force majeure events (severe weather, natural disasters)

7. Disputes

If you are unsatisfied with a refund decision, you may escalate by contacting our support team at support@anaheimexpress.ca or +1 (942) 688-1688. We comply with all Ontario consumer protection regulations.