Refund and Returns Policy

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Gift cards and admission tickets may not be returned and refunded.

To complete your return, we require a receipt or proof of purchase.

Online Purchases

If an ordered item is out of stock or unavailable for a period of time, the purchaser will be contacted directly and either issued a credit or a refund, or a suitable replacement item will be provided.

Shipping

In order to simplify shipping, we set flat-rate basic shipping pricing to for online purchases. These are as follows:

  • Ontario $15.00
  • Canada (outside of Ontario) $25.00
  • International $35.00

If there is a major discrepancy in the cost of shipping certain items, the purchaser will be contacted to discuss options.

Online Tickets

Tickets purchased online are for same day use only. Please show your order receipt at the front desk for certification. Children 13 and under must be accompanied by an adult. Children 4 and under are free.

All sales are final.

Ticket Refunds due to Closure

Refunds or credits will be issued if the museum is unable to operate due to special circumstances. Those circumstances are defined as follows: 

  • There are not enough staff and volunteers on site to safely manage the museum or to safely operate the venue due to an extreme weather event or the cancellation of non-essential services. 
  • The venue has been impacted and is non-operational for health and safety reasons.
  • An emergency has been declared by the municipality or other level of government for an area that includes the location of the venue. 
  • Our facility capacity has been reached and we are not expecting patrons to leave in a timely fashion.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain 10 business days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at retail@bushplane.com.

Sale items

Only regular priced items may be refunded. Sale items may be subject to restrictions on refund. 

Exchanges

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 retail@bushplane.com and send your item to: 50 Pim St, Sault Ste. Marie, ON, P6A3G4

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: 50 Pim St, Sault Ste. Marie, ON, P6A3G4.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at retail@bushplane.com for questions related to refunds and returns.