Refund Policy

  1. A full refund will be issued for Rocket Couriers orders that are cancelled prior to collection. To cancel your order, please call us on 416-906-1144 Monday to Friday 9:00am – 5:30pm, Saturdays 9:00am – 1:00pm.
  2. Claims must be submitted within 14 days from the date the order.
  3. Refunds will take two working days to handle as all refunds have to be process checked to ensure that no collection took place.
  4. Refunds are not issued for failed collections. If your parcel is not collected during the pre-requested time, please contact us to rearrange a collection.
  5. Refunds will be made, in full, if cancellation is requested before courier collection takes place. 
  6. A refund will be granted should you experience an unreasonable delay or sub-standard quality in the service agreed upon at the time of booking, if these issues are due to negligence by Rocket Couriers.
  7. If you cancel at the time of, or after the courier collection has been made the customer will be charged in full. 
  8. If you are cancelling within 12 hours of the job then we will refund you but deduct a call-out charge to cover our charges to that point.
  9. If you want us to return the courier consignment back to you due to change of mind, excess weight or any other reason you are liable for courier collection and courier delivery charges. 
  10. Transit times are not guaranteed and therefore refunds will not generally be issued for delayed shipments unless it can be proved that the carrier has acted negligently.
  11. If your parcel is returned due to insufficient packaging, incorrect documentation or prohibited items found in your consignment, you will be liable for the carriage costs.
  12. Refunds cannot be granted for longer Transit times. Transit times are estimated in working hours from time of courier collection. Delays due to traffic, weather etc… can occur, so we advise that you plan for this possibility. 

    Please note that refunds can’t be processed for any consequential loss.

If you need help regarding a return please call us on 416-906-1144

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