Shipping and Returns Policy
At Open Water Canada, we want your order to arrive safely and for you to feel confident about your purchase. This page explains how we handle shipping, returns, exchanges, damaged items, and refunds.
For questions about an order, please contact us at: info@openwater.ca
Shipping
We currently ship to addresses in Canada.
Shipping options and costs are shown during checkout before you complete your order. Available shipping methods may vary depending on your location, order size, and the products ordered.
Order processing time
We aim to process and prepare orders as promptly as possible.
Most orders are prepared for shipment within 2–4 business days, unless otherwise stated on the product page or during checkout.
During busy periods, product launches, holidays, or unusual weather events, processing and delivery times may be longer.
Delivery times
Delivery times depend on the shipping method selected, your location, and the carrier.
Estimated delivery times are not guarantees. Delays may occur because of weather, remote delivery locations, carrier volume, holidays, incorrect addresses, or other circumstances beyond our control.
Shipping addresses
Please make sure your shipping address is complete and accurate before placing your order.
Open Water Canada is not responsible for delays, failed deliveries, or additional costs caused by incorrect or incomplete shipping information provided at checkout.
Product defects and warranty issues
We stand behind the products we sell. If you believe an item has a manufacturing defect, please contact us at info@openwater.ca with your order number, a description of the issue, and photos or video if applicable.
In many cases, we can resolve defect or damage claims without requiring you to return the item. Where we can verify the issue by photo or video, we will work to send a replacement promptly.
In cases of an unusual or systematic failure, we may ask you to return the item so we can report it to the manufacturer. If we request a return for this reason, we will provide a prepaid return shipping label.
Warranty or defect claims are reviewed individually. Normal wear and tear, misuse, accidental damage, improper care, exposure to harsh conditions beyond normal use, or modifications are not covered.
Damaged, incorrect, or missing items
Please inspect your order when it arrives.
If your order arrives damaged, incorrect, or incomplete, contact us as soon as possible at: info@openwater.ca
Please include:
- your order number;
- a brief description of the issue;
- photos of the item, packaging, or damage if applicable.
If we sent the wrong item, an item is missing, or your order arrived damaged, we will work with you to correct the issue. Where a return is required, we will provide a prepaid return shipping label.
Returns
We accept returns for unused items within 30 days of delivery, for any reason including size, colour, or change of mind.
Before returning any item, please contact us at: info@openwater.ca. Items sent back without first contacting us will not be accepted.
Returned items must be:
- unused;
- clean;
- in original condition;
- in original packaging where applicable;
- accompanied by order information or proof of purchase.
For hygiene reasons, items that have been worn or used — including swim caps, ear plugs, nose clips, and similar items worn against the skin — cannot be returned once opened or used.
We reserve the right to refuse returns for items that are used, damaged, altered, incomplete, unsanitary, or not in resaleable condition.
Return shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, incorrect, or incomplete because of our error, in which case we will provide a prepaid return shipping label.
We recommend using a trackable shipping method for returns, as we cannot issue a refund for items we do not receive.
Refunds
Once we receive and inspect your returned item, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method.
Original shipping charges may be non-refundable unless the return is due to our error, a damaged item, or an incorrect shipment.
Please allow time for your bank, credit card provider, or payment processor to post the refund to your account.
Exchanges
Exchange requests must be made within 30 days of delivery. If you would like to exchange an unused item for a different colour, size, or product, please contact us at: info@openwater.ca
Exchanges depend on product availability. If the requested replacement item is unavailable, we may offer a refund or another suitable option.
Final sale and non-returnable items
Some items may be marked as final sale and are not eligible for return or exchange. This includes sale items and gift cards.
Items with special return conditions (such as hygiene-sensitive products) will be noted on the product page where possible.
Questions?
For shipping, returns, exchanges, damaged items, or order questions, contact:
Open Water Canada
Email: info@openwater.ca
Website: openwater.ca