URGENT UPDATE:

National Warehouse move:  Shipping delays and temporary pause on returns and repairs

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What is your return policy?

If you’re not satisfied with your purchase, you may return it within 30 days for a refund of the purchase price. Original shipping charges are non-refundable. Items marked “SP&NR” are special-order items and cannot be returned. For hygiene and safety reasons, we cannot accept returns of products that come into direct contact with the body, such as eye drop guides.

Returned items must be in saleable condition, in their original packaging, with all accessories and instructions. You are responsible for return postage. CNIB SmartLife will provide a return shipping label only if the product is defective.

To return an item:

• Register your return using your order number, surname, and reason for return.
• Send your item postage-paid to: CNIB SmartLife – Return, 1929 Bayview Avenue, Toronto, ON M4G 3E8.

You can track your refund, repair, or replacement using your order number.

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What is your Holiday Return Policy?

During the holiday season, our warehouse prioritizes shipping orders, so returns and repairs may take longer and will receive greater attention in January. Purchases made between November 1 and December 31, 2026, may be returned through January 31, 2027. Some exclusions apply. Please see the return policy above for details.

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How can I confirm that you’ve received a product I returned to you?

Please allow a minimum of 1 - 4 weeks for your return to our warehouse. Once this 4 week period has passed, you can enter your Order Number to track your refund. Should you not be able to locate the information for your return, please call us toll-free at 1-866-659-1843 or contact us. A member of our team will be happy to tell you where the item is in the returns process.

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I sent a faulty item back for repairs/replacement. When will the repaired/replaced item be sent back to me?

Repairs and replacements take four to six weeks to process. If you have not received the item after this time period, please call us toll-free at 1-866-659-1843 and we can investigate further. NOTE: During the holiday season (Mid Nov - Dec), please expect delays in our normal repairs/replacement time frame. We apologize for any inconvenience.

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I recently sent a CNIB SmartLife product back for a refund. When will I get my refund and how will it be applied?

Refunds take four to six weeks to process. If you paid by credit card, the refund will be credited to that credit card. If you paid by cheque, it may take an additional four weeks to receive a refund cheque in the mail. In compliance with our Payment Processing Agreements and fraud prevention, refunds will only be provided to the method originally used for the payment towards the transaction.

NOTE: During the holiday season (Mid Nov - Dec), please expect delays in our normal refunds time frame. We apologize for any inconvenience.

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I would like to cancel an order that I placed by phone or online. How can I do that?

You can cancel or modify your order within two hours of placing it. Please contact us at 1-866-659-1843 for assistance with this. If the two-hour window has closed and the order has already shipped, the 30-day return policy and procedures will apply.

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What if my item arrived damaged or I didn’t receive my entire order?

If any of your items arrive in a damaged condition or if you don’t receive all the items you ordered, please let us know within three days of delivery. Call our toll-free number at 1-866-659-1843 or contact us via our webform and our staff will send you the remaining items, or give you instructions on how to return a damaged product to our warehouse.

After a damaged item is returned to us and inspected by our staff, we will make arrangements to either ship you an undamaged item at no extra cost or issue a full refund as per your original method of payment.

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What is your warranty policy?

Warranty coverage varies by product. For details, call 1-866-659-1843 or contact us through our webform.

Most products that are defective or damaged during shipping are covered by our 30-day warranty. Please contact us to arrange a return within 30 days of delivery, including the original packaging and receipt. We’ll provide a prepaid return label and, once the item is received, refund the purchase price and original shipping charges.

Warranty coverage excludes modified products, general wear and tear, damage caused by negligence, watch batteries, watch straps, and light bulbs.

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