30-Day Return Window for Unopened Items

We offer a 30-day return policy for new, unopened, and unused products purchased on FreezeDryer.ca.

The freeze dryer, pump, or accessory must be completely unused, uninstalled, and in its original packaging.

• All original components, stainless steel trays, vacuum hoses, manuals, power cords, and free bonus items must be included.

• The product must be free of any physical damage, oil exposure, or signs of operational use.

 Restocking Fees & Return Freight Responsibilities

Because shipping a commercial or residential freeze dryer involves heavy freight logistics, returned items incur administrative and transport costs.

• Restocking Fee: All approved returns for non-defective items are subject to a 15% to 20% restocking fee (deducted from your total refund amount) to cover inspection, repackaging, and administrative handling.

• Return Shipping Costs: The customer is responsible for paying all return freight or courier charges. Original shipping fees paid at the time of purchase are non-refundable.

• Freight Carrier Requirements: Returned freeze dryer units must be shipped on their original wooden pallet, strapped securely, and sent via a trackable freight carrier with appropriate insurance coverage. FreezeDryer.ca is not responsible for items lost or damaged during return transit.

 Used Units & Hygiene Policy (Non-Returnable Items)

Due to health, safety, and sanitary regulations regarding equipment that comes into direct contact with food and organic materials, we cannot accept returns on any freeze dryer or vacuum pump that has been used, prepped, or plugged in for an operational cycle.

If your freeze dryer experiences operational issues after initial use, it is covered under the manufacturer’s comprehensive warranty

How to Initiate a Return (RMA Process)

Returns will not be accepted without a valid Return Merchandise Authorization (RMA) number. Unsolicited shipments delivered to our warehouse or fulfillment centers will be refused.

1. Submit Request: Email our support team at support@freezedryer.ca with your original Order Number, proof of purchase, and the reason for the return request.

2. Include Photos: Attach clear photos showing the unopened box, factory seals intact, and the condition of the shipping pallet.

3. Receive RMA: If approved, our team will issue an RMA number alongside precise freight return instructions.

4. Ship Product: Clearly write your RMA number on the exterior bill of lading (do not write directly on the product packaging) and ship the item back to the designated Canadian fulfillment facility.

Freight Damage & Delivery Inspection Protocol

A freeze dryer is a heavy machinery shipment delivered via LTL freight. It is critical that you inspect your shipment carefully before signing the delivery receipt.

If you discover internal damage, report it immediately to support@freezedryer.ca with detailed photos and video evidence so we can submit an urgent carrier claim and facilitate replacement parts or units.

Warranty Coverage & Repairs

If your machine is not functioning properly, it is almost always covered under manufacturer warranty protection rather than a standard return.

• Warranty Assistance: We honor full manufacturer warranty coverage for every freeze dryer sold on FreezeDryer.ca.

• Replacement Parts & Technical Support: If a component (such as a vacuum pump, heating element, sensor, or relay board) fails during the warranty period, we work directly with technicians to send replacement parts or authorize factory service free of charge.

• Warranty service does not entitle the buyer to a full monetary refund on a used machine unless deemed irreparable by an authorized technician.

Cancellation Policy

If you decide to cancel your order before it has shipped from our facility, please contact us immediately.

• Pre-Shipment Cancellations: Orders cancelled prior to carrier dispatch will receive a 100% refund, minus any non-refundable payment processing fees (typically 2% to 3%).

• Post-Shipment Cancellations: If your order has already left our distribution center, it cannot be cancelled in transit. It will be treated as a standard return, subject to return shipping costs and restocking fees once received.

Refund Processing Timeline

Once your returned item arrives at our Canadian distribution hub, our technical team will inspect the shipment within 3 to 5 business days.Financial institutions typically take 5 to 10 business days to post the credited funds to your credit card or bank account.