Shipping and Returns

Retail Return Policy

If an item you purchased at Play doesn’t make you happy by the way it performs, looks, or fits, we will take it back within 14 days* for an exchange or return. It’s our promise to you!

*30 days for registered VIP customers

An original receipt is requested for all exchanges or returns. All refunds will be made in the same form of payment as the original purchase. Non-VIP members without an original receipt will be issued a Play Gift Card for the lowest sale price of the item.

• The item must be returned unused/unworn, in original product packaging, and with all paperwork, parts and accessories to ensure credit.
• Any item that is assembled and/or not within its original product packaging with all paperwork, parts and accessories must be returned to a Play retail store location and credit will be issued at the discretion of store management in the form of a Play Gift Card.

Returns using a gift receipt within 30 days from the date of the transaction will be applied to a Play Gift Card.

If you have made an online purchase on playstores.ca and wish to return an item, please see our Online Return Policy.

Please note: Due to the intimate nature and hygiene standards of certain items, it is not possible to return underwear & swimwear.

Online Return Policy

If an item you purchased at Play doesn't make you happy by the way it performs, looks, or fits, we'll take it back within 14 days for an exchange or return. It's our promise to you!

Your return can be via Canada Post to the playstores.ca warehouse or in person to the Play retail store in Kelowna, B.C. You are responsible for any shipping costs incurred for the return. Your refund will be in the same form of payment originally used for the purchase.

• The packing slip that comes with your order is required as proof of purchase. You must bring this with you to process your return.
• The item must be returned unused/unworn, in original product packaging, and with all paperwork, parts and accessories to ensure credit.
• Any item that is assembled and/or not within its original product packaging with all paperwork, parts and accessories must be returned to a Play retail store location and credit will be issued at the discretion of store management in the form of a Play Gift Card
• The postmark date of the return package will be considered the return date.

Our Online Return Policy applies only to purchases made on playstores.ca. If you have made a purchase at one of our retail stores and wish to return an item, please see our Retail Return Policy.

Online Shipping Policy

Normal Canada Post shipping is free within Canada on all purchases of $99 or more. Purchases under $99 will be subject to a $14.95 shipping fee.