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Returns & Refunds Policy
We make prank mail and gag gifts. That means most items are “one-way tickets”. But if something is genuinely wrong, we’ll make it right.
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Quick Summary
Most of our products are novelty prank items and stickers. Because of the nature of these products, we generally do not accept returns for “change of mind” or “prank regret.”
We will help if: your order arrives damaged, defective, or incorrect (wrong item sent).
Eligible Issues (What We Cover)
If your order arrives in one of the following conditions, you may qualify for a replacement or refund:
- Damaged in transit (product or packaging damage that impacts the item)
- Defective item (printing defect, manufacturing defect, missing components)
- Wrong item received (we shipped the incorrect product)
For stickers/labels: slight variation in color between screens and print is normal. We consider it “defective” only if there’s a clear print error (misprint, severe banding, missing ink, etc.).
Not Eligible (What We Don’t Cover)
These scenarios are not eligible for a return or refund:
- Opened/used items (the prank has left the building)
- Change of mind, buyer’s remorse, or “I shouldn’t have sent that to my brother” moments
- Address errors entered at checkout
- Normal wear/tear, misuse, or use on surfaces that aren’t clean/dry/smooth
- Carrier delays outside our control (weather, backlog, customs, etc.)
Reporting Window
- Please contact us within 14 days of delivery to report a damaged/defective/incorrect item.
- Claims submitted after 14 days may be declined.
If tracking shows “Delivered” but you can’t locate the package, see Shipping & Address Issues below.
How to File a Claim
Email support@theoneandonly.ca with:
- Your order number
- A clear photo of the item and (if relevant) the shipping packaging
- A short description of what went wrong
What Happens Next
Once we review your claim, we may (at our discretion) do one of the following:
- Send a replacement (subject to availability)
- Issue a refund to the original payment method
- Provide a partial refund if appropriate
Approved returns are usually handled by mail. If a return is required, we’ll provide instructions. Return shipping is typically covered for approved damage/defect/wrong item claims.
Shipping & Address Issues
We ship to the address provided at checkout. Please double check spelling, unit numbers, and postal/ZIP codes.
- Wrong address entered: not eligible for a refund if the order has shipped.
- Marked delivered but not received: we’ll help you investigate with the carrier, but we can’t guarantee replacement/refund once the carrier confirms delivery.
Digital Products
If you purchase a digital product (download, digital file, etc.), it may be non-refundable once delivered or accessed, unless required by law or the file is defective/unusable.
Consumer Rights
Nothing in this policy limits any rights you may have under applicable consumer protection laws. Where local laws require different treatment (including certain refund rights), we will comply.
Also: prank responsibly. Our products are for lighthearted humour and harmless surprise. Not for harassment, threats, or anything illegal. See our Disclaimer & Abuse Policy.
Need Help?
If something genuinely went sideways, reach out. We’ll take a look and respond as quickly as we can.
