Credit Note and Return Policy.
A clear process helps us review claims fairly and support customers quickly when an item arrives damaged or a shipment needs review.
Main Policy Reminder
Please inspect your order immediately when it arrives. Mark any damaged items on the invoice and submit all claim details within the required claim period.
Important claim timing
Claims must be submitted within 10 days and can only be made once, collectively, for each invoice. Please inspect your order as soon as it arrives.
Credit note and return policy steps.
A cleaner step-by-step layout makes the process easier for customers to follow.
Step 1
Double-check all incoming items by quantity and quality when your order arrives.
Step 2
Mark any broken items on the invoice. All applicable claims must be made once, collectively, on each invoice and within 10 days.
Step 3
Take clear photos of damaged items if our staff requests supporting documentation.
Step 4
Place all damaged items together in a box so they are ready for review or pickup if required.
Step 5
Email your claim report to AceCanada@AceAnnison.com with a detailed description. Processing normally takes approximately 3 to 7 business days because we review packing list records and warehouse camera details for fairness.
Step 6
Approved claims are normally issued as a credit note toward your next purchase. Short shipment refunds are handled separately. Credit card refunds for damaged-item claims may only apply when the purchase was made by credit card and it is your final business dealing with Ace.
Step 7
All credit notes expire one year from the date of issuance.
We will get back to you as soon as possible.
If you have a problem or concern, please email us. We normally aim to respond within 24 hours.
Ace Annison Ltd. – Sales Department
Office: (905) 201-1110
Customer Service Email: AceCanada@AceAnnison.com
Submit your request here.
You can also use this form and we will get back to you as soon as we can.