Refund, Exchange & Warranty
Important: If your Cougar item was bought from a third-party retailer or website other than cougarshoes.com, please contact the original seller for assistance with exchanges, returns or warranty inquiries.
For online purchases made directly through Cougar’s website, exchanges and refunds cannot be processed in-store.
Customers with an online account should submit return requests through our self-serve returns portal. For exchanges, assistance, or if you do not have an account, please contact customersupport@cougarshoes.com.
Online Orders
Your satisfaction is important to us. If you're not completely happy with your order, you may exchange or return it within 30 days of receiving your shipment, provided it meets the following criteria.
Eligible items must be:
- New, unused, and in original condition. Footwear must not be worn and must remain flawless. (Tip: Try shoes on indoors, on a clean and soft surface.)
- Returned with all original tags, packaging, and components. Shoes must include the original box and packing materials.
- Accompanied by proof of purchase (confirmation email or order number).
Note: If your purchase was made through a retail store or another website, please direct any return requests, exchanges and warranty claims to the original seller.
For hygiene reasons, accessories are final sale and cannot be exchanged or refunded.
Exchanges
To process an exchange:
- Email customersupport@cougarshoes.com with your order number and reason for the exchange.
- If approved, we will provide you with a prepaid shipping label to return your current order along with the following steps.
- Return the original order by packing the item securely, and make sure to display the return label we’ve provided clearly. Use the original packaging if available.
- To avoid confusion for the carrier, please remove or cover any old shipping labels.
- Place a new order for the item you want.
- We will refund you the total amount of your original order including the flat rate shipping fee when your return is confirmed to have arrived at our facility. Handling fees are waived on exchange shipments.
Returns/Refunds
To request a return, customers with an online account are encouraged to submit a request through the self-serve returns portal. Alternatively, you may contact our Customer Support team at customersupport@cougarshoes.com for assistance.
- Refunds will be issued to the original form of payment used at checkout and should appear on your next statement after processing. You will also receive a confirmation email once your return is complete.
- You will be provided with a return shipping label. A handling fee of US$9.00 will be deducted from your refund amount.
- To avoid confusion for the carrier, please remove or cover any old shipping labels.
- Shipping fees from the original order are non-refundable.
- Keep your return tracking number for reference. We may need it if further assistance is required.
- Cougar Canada Ltd. is not liable for lost return shipments.
Exchange & Refund Conditions
- Exchanges and refunds must be initiated within 30 days of receiving your item(s).
- Items purchased at a Cougar retail store cannot be returned online.
- Fit or sizing concerns do not qualify as product defects; customers must cover return shipping for refunds.
- We cannot accept exchanges or returns for items bought from other retailers or websites.
- Orders placed on cougarshoes.com are not eligible for in-store refunds.
- For help with promo codes used on original purchases, email us at customersupport@cougarshoes.com.
- Handling fees for refunds are deducted from the customer’s original payment. Shipping fees aren’t refunded for orders that are returned.
Exchanging & Returning Gifts
Gift returns or exchanges require an order number or receipt. Exchanges can only be handled by the person listed on the original order. Refunds will be credited back to the original purchaser's payment method.
Please keep the order confirmation number or share it with the gift recipient.
Address Corrections
If you made a mistake in your delivery address, email customersupport@cougarshoes.com within 24 hours of purchase with your order number and the correct address. We’ll do our best to assist.
Note: For security reasons, we cannot change the delivery address. If modifications need to be made, you will need to cancel your order and place a new order.
Warranty Coverage for Footwear
Note: Warranty requests for items bought from other retailers or websites must be directed to those sellers.
Footwear from Cougar is covered for manufacturing defects under the following terms:
- Footwear Warranty: 6 months from the date of purchase.
Limitations & Exclusions:
- The warranty is non-transferable.
- Coverage excludes damage due to dye transfer, accidents, misuse, alterations, repairs, or unauthorized servicing.
- Warranty claims are not eligible for monetary refunds.
Making a Warranty Claim (Online Purchases)
If you believe your Cougar product has a manufacturing defect, follow these steps:
- Email customersupport@cougarshoes.com with
· Your order number or confirmation email;
· 2–3 clear photos of the product (including the damaged area) and a brief explanation;
· Your full name, current shipping address, and phone number. - We will email you return instructions along with a return shipping label. Shipping carriers may vary. Return labels are valid for 30 days; if unused, return shipping will be at your own expense.
- Package the item securely, ship the item to the address associated with your label.
Packaging Tip: You don’t need to buy new boxes or packing materials. Try to reuse your original shipping materials or any packaging you already have. To avoid confusion for the carrier, please remove or cover any old shipping labels.
If your Cougar item was purchased in-store and you believe it has a manufacturing defect, please return to the original store with your receipt. Warranty evaluations for in-store purchases must be handled at the retail location.