Due to the nature of our business we do not offer refunds. Shipping costs are also non-refundable.

Exchanges: Items purchased are available for exchange only within fourteen days of shipment. In the case of any exchange, the customer is responsible for covering the cost of shipping and handling for the returned item, as well as for the exchanged item.  For customers who received Free Shipping on their original order, they will still be expected to cover the cost of shipping both ways for an exchange, as the Free Shipping perk is used only for the original order.

Please note that we cannot ship the exchanged item to you until we have received the returned item. We must have received the item you wish to exchange before we can send more items to you.

Depending on where you live, the time it may take for your exchanged product to reach you may vary. Please understand that we do not have control over the speed of delivery.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@bbbranded.com. We will tell you if we still have the item in stock. Otherwise, we will give you a list of options to choose from in order to proceed with your exchange. We will also be able to tell you whether to ship the damaged item to our warehouse or directly to the manufacturer.


Due to the nature of our business, please allow a few days for your items to be processed. BB Branded’s shipping office - as well as the post office - are closed over the weekend. Orders placed on Friday after 5:00 pm will begin to be processed Monday morning. BB Branded's shipping office - as well as the post office - are also closed on statuatory holidays. The processing of orders will begin the first business day after the holiday.
On weekdays, estimated processing time is 2 business days. On weekends, estimated processing time is between 2-4 business days. Please note that processing time is separate from delivery time. 

During holiday/peak seasons (Back-To-School, Black Friday, Cyber Monday, Christmas, Boxing Day, etc.), please be advised that the processing of your order may take longer than usual due to high traffic and product demands. The shipping speed may also be prolonged; however, please understand that we do not have control over the speed of delivery. During busy seasons and holidays, post offices are typically very busy. BB Branded does not have control over post-office speeds/estimated times of delivery.

All purchased product within Canada and United States are shipped using traceable methods. Once the product is shipped, the tracking number, along with all shipping information will be sent to the customer via email. Once this information has been provided to the customer, the customer assumes all responsibility for lost or damaged packages/product. It is the responsibility of the customer to contact the courier in the case of a lost or damaged package. BB Branded will not be held liable in any case of lost or damaged product/packaging.

For American customers: the costs of shipping and handling to the United States will depend on how large your items are; how many items you have selected; and the total expense of your cart. Our Free Shipping perk is for shipping and handling within Canada only. Generally, we ship with Canada Post. Once the parcel leaves Canada, it is given to a partnered American Post Office but will still be trackable using your tracking number. Please allow extra time for items shipped to the United States as there may be backups at the border. BB Branded will not be held responsible for international duties on any packages leaving Canada. BB Branded has no control over international duties, and the purchaser will be held responsible for any charges imposed.

Please note that all of our shipments – whether to Canada of the United States – will require a signature.

Any questions regarding the speed of delivery, tracking, and/or the shipment process should be directed to the courier once the tracking information has been received.  Once BB Branded drops a shipment off at the post office, it becomes the responsibility of the post office, as well as the customer.


For most items, we ship using large-sized post-office shipping envelopes. In order to ensure that your product is protected from any possible shipping and handling damages, we offer an optional “Shipped + Double Boxed” shipping method at an extra charge. Depending on the size of your items, the "Double Box" may have to be constructed by hand. Please understand that BB Branded cannot guarantee a shoe box, as many shoes will not fit inside other shoe boxes. 


BB Branded holds the right to cancel/decline any order placed through the online store. In the case of an order cancelation, customers will not be charged / customers will be refunded their payment in full. 

Customers can email BB Branded to cancel orders within a specific window. Once BB Branded has begun processing your order / has accepted your online payment, the order cannot be canceled. Up until the acceptance of payment, BB Branded can cancel orders. BB Branded will be charged for services and materials, and will not cancel orders after processing / acceptance of payment. 


Customers may realize that they incorrectly inputted their shipping address upon completing an order with BB Branded. If the error is caught before BB Branded ships the package, changes can be made to the shipping address inputted for your order. 

However, if a shipping label has already been created and paid for, changes cannot be made to the shipping address unless Canada Post is contacted. In our experience - even when Canada Post is contacted and changes are requested - once the package has gone out with incorrect/missing address information, it will be returned to BB Branded. Canada Post charges a return-to-sender fee when a package cannot be delivered and must be brought back to the sender. 

If a customer incorrectly inputs their shipping address information, and/or forgets important shipping information (such as an apartment/suite number), it is their responsibility to cover any shipping fees/costs. As it is the customers error, they will be expected to cover the cost of the return-to-sender fee, as well as the shipping costs to re-send the package to the accurate shipping address. These costs can be sent to BB Branded through PayPal. Packages that are sent back to BB Branded will not be resent until these costs are paid. 

If by chance the error is made on BB Branded's end, all costs will be absorbed by BB Branded. Please understand that shipping address information is automatically inputted to the Canada Post shipping labels from each individual order. Therefore, the address a customer provides when completing an order is the exact address that will appear on the shipping label. 

Please ensure to double-check your shipping information before completing your order at the check-out. It is the customer's responsibility to provide accurate shipping information so that BB Branded can send product to the right address. 


The phone numbers listed under BB Branded's "Contact Us" section are our in-store businesses. They do not have relation to what is happening with our online store. Please be advised that calling these numbers in regards to online orders will result in being directed by our in-store employees to email the online store.

BB Branded Online does not have a designated business number. The online store may contact you from a variety of phone numbers, as the online business spans across locations and offices. 
If you wish to speak to someone over the phone regarding an online order, please email online@bbbranded.com OR info@bbbranded.com. Leave your preferred contact phone-number in your email, and someone from our online store office will contact with you within 24 hours (on business days). 

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