Return Policy

RETURN, REPLACEMENT AND REFUND POLICY

Last Updated: July 22, 2026

At The Mom Box, we work hard to ensure that every subscriber enjoys receiving their monthly collection of wellness, fitness, nutrition, self-care, and lifestyle products.

Because our boxes contain curated, limited-quantity, personal-care, hygiene-related, food, beverage, supplement, apparel, and other products that may be unsuitable for resale after delivery, our return policy is designed to protect product quality and safety while still supporting customers when genuine problems arise.

Please read this Return, Replacement and Refund Policy carefully along with our Terms of Service, Shipping Policy, Privacy Policy, and any terms displayed during checkout. All returns, replacements, credits, and refunds are subject to these policies and applicable Canadian law.

Nothing in this policy limits any right or remedy that cannot legally be excluded under applicable federal, provincial, or territorial consumer protection legislation.

1. General Return Policy

Due to the nature of monthly subscription boxes and the products included inside them, The Mom Box generally does not accept returns of delivered subscription boxes or individual products included in those boxes.

The contents of a box may include:

• Food or beverage products;
• Protein, nutrition, or wellness  samples;
• Supplements;
• Cosmetics;
• Skincare products;
• Personal-care or  hygiene-related products;
• Fitness accessories;
• Apparel;
• Lifestyle products;
• Limited-edition or promotional  products; and
• Digital meal plans, recipes,  workout plans, guides, or other downloadable resources.

Many of these products cannot safely or reasonably be restocked after they have left our control, even when the customer states that they have not been opened or used.

For this reason, subscription-box sales are generally final once the box has entered processing, been packed, or been shipped.

Products must not be mailed or returned to The Mom Box without prior written authorization. Unauthorized returns may be refused, disposed of, or returned to the sender at the sender’s expense.

The fact that a product has been returned does not automatically mean that a refund, credit, replacement, or exchange will be approved.

This general no-return policy does not apply where a return, refund, replacement, cancellation, or other remedy is required under applicable Canadian law.

2. Returns for Change of Mind

The Mom Box does not generally offer returns, exchanges, credits, or refunds for change-of-mind reasons.

Examples include:

• Deciding that you no longer  want the box after it has entered processing or been shipped;
• Disliking the taste, flavour,  scent, colour, design, style, texture, brand, or appearance of a product;
• Preferring a different product  or product variation;
• Receiving an item that you  already own;
• Receiving duplicate products  because you purchased or maintained more than one subscription;
• Deciding that you will not use  one or more of the included products;
• Disliking the overall selection  or value of a box;
• Ordering the wrong subscription  or quantity;
• Failing to cancel a      subscription before the applicable renewal deadline;
• A box being delivered to an  old, incomplete, or incorrect address provided by the customer; or
• A gift recipient not wanting or  using the box.

The Mom Box is a curated subscription service. Unless a particular product is specifically guaranteed in writing, photographs, previews, previous boxes, supplier information, social-media posts, or promotional materials do not guarantee the exact contents of a future box.

Product colours, flavours, scents, sizes, packaging, brands, and varieties may differ.

Customers are responsible for reviewing their:

• Subscription plan;
• Billing frequency;
• Renewal date;
• Shipping address;
• Contact information;
• Order quantity;
• Apparel preferences, where  applicable; and
• Any other account selections

before completing a purchase or before the applicable subscription-renewal and processing deadline.

Cancelling a subscription stops future renewals but does not automatically cancel or refund a box that has already been billed, processed, packed, or shipped.

3. Damaged, Defective or Unsafe Products

If a product arrives materially damaged, defective, leaking, broken, contaminated, unsealed where a safety seal should be present, or otherwise unsafe or unusable, please contact The Mom Box within 30 days of the shipping date.

Customers are encouraged to report food-safety, contamination, allergy-labelling, broken-seal, or product-recall concerns immediately.

Information Required

To request assistance, please provide:

• Your full name;
• Your order number;
• A description of the product;
• A clear explanation of the issue;
• Clear photographs of the  damaged or defective product;
• Photographs of the product  packaging;
• Photographs of the exterior  shipping box and shipping label, where relevant; and
• Any lot number, expiry date, barcode, or manufacturer information requested by our support team.

We may require this information to assess the problem, contact the supplier, make a carrier claim, investigate a potential safety issue, or arrange an appropriate remedy.

Please do not discard the product, its packaging, or the shipping materials until we confirm that they are no longer required for review.

Available Remedies

Where a product is confirmed to be materially damaged, defective, unsafe, or unusable, The Mom Box may provide:

• A replacement of the same  product;
• A reasonably comparable substitute;
• Store credit;
• A partial refund;
• A refund for the affected product; or
• Another remedy required by applicable law.

Unless the problem affects the entire box, only the damaged or defective product will normally qualify for a remedy. A damaged individual item does not automatically qualify the customer for replacement or refund of the entire subscription box.

Replacements and substitutes are subject to product availability.

If an identical replacement is unavailable, The Mom Box may offer a comparable product, credit, partial refund, or another reasonable solution.

Cosmetic Packaging Damage

Minor cosmetic damage to exterior shipping packaging or retail packaging does not normally qualify as product damage.

Examples include:

• Dents;
• Creases;
• Scuffs;
• Scratches;
• Small tears;
• Marks;
• Crushed corners; or
• Other minor packaging blemishes.

A replacement or refund will not normally be issued when the product itself remains complete, safe, functional, sealed where applicable, and suitable for its intended use.

Packaging damage may qualify for assistance where it results in:

• Product leakage;
• Contamination;
• Breakage;
• Missing contents;
• A broken safety seal;
• Spoilage;
• Loss of product; or
• Another condition that makes  the product unsafe or unusable.

Product Recalls and Safety Notices

If The Mom Box or a product supplier becomes aware of a recall or significant safety concern affecting an included product, we may contact affected customers using the information associated with their orders or accounts.

Customers should follow all recall, disposal, return, or safety instructions provided.

The remedy available for a recalled product may be determined by the manufacturer, distributor, government authority, or applicable law.

4. Missing or Incorrect Items

If you believe that a product is missing from your box or that you received the wrong product, please contact The Mom Box within 30 days of the shipping date.

Please provide:

• Your full name;
• Your order number;
• A description of the missing or  incorrect product;
• Photographs of all products  received;
• Photographs of the interior and  exterior packaging; and
• Any other information reasonably requested by our support team.

We may review:

• Packing and fulfilment records;
• Product inventory;
• Package weights;
• Shipping information;
• Photographs;
• Supplier records; and
• Other relevant information

when investigating the request.

If an item is confirmed to be missing or incorrectly supplied, we may provide:

• The missing or correct product;
• A reasonably comparable substitute;
• Store credit;
• A partial refund; or
• Another remedy required by law.

Replacements are subject to availability.

A variation in flavour, scent, colour, packaging, brand, style, or product selection will not be considered an incorrect item where substitutions or product variations were permitted under the subscription description or our Terms of Service.

Items Removed or Restricted During Shipping

Products removed, rejected, confiscated, or destroyed by customs authorities, carriers, or government agencies may be handled according to the circumstances.

Where the issue results from a restriction that was reasonably disclosed, an international import rule, a customer’s failure to comply with local requirements, or circumstances outside our reasonable control, a refund may not be available.

Where The Mom Box incorrectly shipped a product that could not legally or safely be delivered to the stated destination, we will provide an appropriate remedy as required by applicable law.

5. Lost, Delayed or Stolen Packages

Packages Marked as Delivered

If tracking information shows that a package was delivered but you have not received it, please first:

• Confirm that the shipping  address is correct;
• Check your mailbox, entrances,  porch, garage, parcel locker, reception area, mailroom, and other possible  delivery locations;
• Ask household members whether  they accepted or moved the package;
• Ask neighbours whether the  package was delivered to them;
• Contact building management, a  concierge, or front-desk staff where applicable; and
• Review any delivery notice or  photograph provided by the carrier.

After completing these steps, contact The Mom Box so that we can review the matter and, where appropriate, begin an investigation with the shipping carrier.

Customers may be required to cooperate with the carrier’s investigation or provide written confirmation that the package was not received.

Incorrect or Incomplete Addresses

The Mom Box is not responsible for a package that is lost, delayed, returned, or misdelivered because the customer supplied an incorrect, incomplete, outdated, or improperly formatted shipping address.

This includes a missing:

• Apartment number;
• Unit number;
• Suite number;
• Street number;
• Postal code; or
• Other required delivery detail.

If a package is returned to us, the customer may be responsible for reasonable return, handling, and reshipping costs.

Theft After Confirmed Delivery

Where a carrier confirms that a package was delivered to the correct address, The Mom Box is not automatically responsible for theft or loss occurring after delivery.

We may assist with obtaining available delivery information or filing a carrier inquiry.

A replacement, credit, or refund for a package stolen after confirmed delivery may be offered depending on:

• The available delivery evidence;
• The carrier’s investigation;
• The circumstances of delivery;
• Whether signature service was  included;
• The customer’s previous claims  history;
• Product availability; and
• Applicable law.

Customers are encouraged to use a secure delivery location or arrange for someone to receive packages where theft is a concern.

Carrier Errors and Lost Shipments

A package is not necessarily considered lost merely because tracking has stopped updating or delivery is later than expected.

The Mom Box or the carrier may require a reasonable investigation period before a shipment is declared lost.

If the carrier confirms that a package was lost in transit, The Mom Box may provide:

• A replacement box;
• A replacement product;
• Store credit;
• A refund; or
• Another appropriate remedy.

Remedies are subject to the circumstances, availability, carrier findings, and applicable consumer protection law.

A late delivery by itself does not automatically qualify for a refund where the order is ultimately delivered within a reasonable period, unless a refund or cancellation right applies under law or a guaranteed delivery commitment was expressly provided.

6. Apparel, Fitness Gear and Product Sizing

The Mom Box may include apparel, wearable accessories, fitness gear, or other size-dependent products.

Because subscription boxes are curated and pre-packed in quantity, we generally cannot accept returns or exchanges solely because:

• An apparel item does not fit;
• The customer selected the wrong  size;
• The customer did not update  account preferences before processing;
• The fit differs from another  brand;
• The customer prefers a looser  or tighter fit; or
• A wearable item does not suit  the customer’s personal style.

Size charts and manufacturer sizing information are guides only. Sizing may vary between brands, styles, materials, and products.

Customers are responsible for reviewing any available size guide and updating their size or product preferences before the applicable monthly processing deadline.

Updating an account after a box has been processed may not change the size included in that box.

Incorrectly Supplied Sizes

If The Mom Box sends a size that is different from the size correctly selected and confirmed in the customer’s account or order, please contact us within 30 days of shipping.

Where the error is confirmed, we may provide:

• The correct size, if available;
• A comparable replacement;
• Store credit;
• A partial refund; or
• Another appropriate remedy.

The incorrect item may need to be returned in unused, unworn, unwashed condition with original tags and packaging before a replacement or refund is issued.

The Mom Box will provide return instructions where a return is required because of our error.

Defective Apparel or Gear

Apparel or gear that arrives torn, broken, materially defective, or unusable may qualify for assistance under Section 3 of this policy.

Normal variations in colour, fabric texture, fit, stitching, print placement, or product appearance are not necessarily defects.

Damage caused by use, improper washing, improper storage, failure to follow instructions, misuse, excessive force, or normal wear and tear does not qualify as an arrival defect.

7. Refunds, Credits and Digital Resources

Subscription Boxes

Except where required by law, refunds are not generally offered for:

• Delivered subscription boxes;
• Individual contents of a box  that are not damaged, defective, unsafe, missing, or incorrectly supplied;
• Dissatisfaction with the box  selection;
• Disliking a product;
• Product flavour, scent,  texture, colour, style, or packaging preferences;
• Duplicate products caused by multiple subscriptions or orders;
• Boxes delivered to an address  supplied by the customer;
• Boxes that have entered   processing before cancellation;
• Delays caused by carriers, weather, customs, or circumstances outside our reasonable control;
• International customs duties,  import fees, brokerage charges, or taxes;
• A recipient refusing or failing  to claim a shipment; or
• Failure to use products before  their best-before or expiry dates after timely delivery.

Cancelled Subscriptions

Cancelling a subscription prevents future renewals but does not automatically generate a refund for the current billing period.

Subscription charges that have already been processed are generally non-refundable once the applicable box has entered fulfilment, packing, or shipping.

Where a cancellation is received before processing begins, we may cancel and refund the applicable order where operationally possible.

Any cancellation or refund right required by applicable consumer protection legislation will continue to apply.

Consumable and Personal-Care Products

Food, beverages, supplements, cosmetics, skincare, hygiene-related products, and other consumables are not refundable once shipped solely because they have been opened, sampled, tasted, used, or are no longer wanted.

This does not apply where the product is defective, contaminated, unsafe, recalled, misrepresented, incorrectly supplied, or otherwise subject to a remedy required by law.

Digital Resources

Digital meal plans, workout plans, recipes, guides, downloads, videos, links, and other digital content may be included with a subscription or sold separately.

Digital resources are generally non-refundable after they have been:

• Delivered by email;
• Made available through a customer account;
• Downloaded;
• Accessed; or
• Otherwise provided to the  customer.

A refund may be considered where:

• The customer was charged more  than once;
• The digital resource was not  supplied;
• The file was materially  defective and could not be replaced;
• The customer could not access  the resource because of an issue caused by The Mom Box; or
• A refund is required under applicable law.

Customer device limitations, internet connectivity problems, unsupported software, failure to download a resource before a stated expiry date, or failure to follow reasonable access instructions may not qualify for a refund.

Refund Method and Timing

Approved refunds will normally be issued to the original payment method.

We may be unable to issue a refund to a different card, bank account, or individual.

The time required for a refund to appear depends on the payment processor and the customer’s financial institution.

Shipping charges may be non-refundable where the order was correctly fulfilled and shipped.

Store Credits

Where offered, store credits:

• Have no cash value;
• Cannot be transferred or resold;
• Must be used through The Mom Box;
• May be subject to an expiry  date where legally permitted and clearly disclosed; and
• May be cancelled if obtained through fraud, error, misuse, or an invalid claim.

Fraudulent or Abusive Claims

The Mom Box reserves the right to deny or investigate claims that appear:

• Fraudulent;
• Misleading;
• Duplicated;
• Altered;
• Unsupported;
• Excessive;
• Abusive; or
• Inconsistent with available shipping, fulfilment, payment, or photographic evidence.

We may restrict or terminate accounts that repeatedly misuse refund, replacement, promotional, or customer-support processes.

Nothing in this provision permits The Mom Box to deny a valid remedy required under applicable law.

8. How to Request Assistance

To request assistance with a damaged, defective, unsafe, missing, incorrect, delayed, or lost order, contact:

The Mom Box
Email: themomboxfit@gmail.com

Please include:

• Your full name;
• Your order number;
• The email address associated with the order;
• A clear description of the issue;
• The name or description of the affected product;
• Photographs, where applicable;
• Shipping or tracking information, where relevant; and
• The remedy you are requesting.

Providing complete information will help us investigate and respond more efficiently.

We aim to review customer-support requests within approximately two to four business days. Response periods may be longer during holidays, launches, promotional events, carrier disruptions, or unusually high request volumes.

Submitting a request does not guarantee that a refund, credit, replacement, or exchange will be approved.

We may request additional information before making a decision.

Approved replacements will be shipped to the address confirmed during the support process. Customers are responsible for ensuring that the replacement address is accurate.

Questions about subscription cancellation, shipping, privacy, or other matters may also be governed by The Mom Box’s Terms of Service, Shipping Policy, Privacy Policy, and other applicable policies.