Refund policy

At Top Nutrition & Fitness, we want satisfied, happy, and healthy customers. Returns and damages happen — that's why we offer a free 30-day return policy by default, plus an optional 90-day satisfaction guarantee through Onward at checkout for shoppers who want extended coverage.

FREE 30-Day Returns (Default Policy)

Even on opened supplements*

Our default policy lasts 30 days. If 30 days have passed since your purchase date, we unfortunately cannot process your return — unless you opted in to Onward at checkout (90-day window applies).

If you would like to return an item for any reason, return shipping is free for eligible items*. Simply log into your customer account page and click on the order with the item(s) you'd like to return, or email us at info@topnutritionandfitness.com within 30 days. We will send you a shipping label by email once your return is approved.

Once we receive your return:

• Opened supplements: We inspect the product to confirm it was not consumed for more than 7 servings, then process your claim.
• Closed products: Approved returns are processed as soon as we receive the item.
• All refunds are issued as store credit in the form of a gift card redeemable online or in-store. We do not issue refunds back to the original payment method (see exceptions below).
• Orders with Onward Checkout+ receive priority processing — claims resolved within 24 hours instead of the standard 2–3 business days.

Onward Checkout+ — 90-Day Satisfaction Guarantee

If you clicked "Checkout+ Now" in your cart drawer at checkout (~4% of order subtotal), Onward extends your coverage from 30 days to 90 days and adds:

• 90-day satisfaction guarantee covering taste dislike, sensitivities, mold, manufacturing defects, even on opened products.
• Full package protection — lost, stolen, damaged, wrong item, missing item, return-to-sender.
• Instant claim resolution within 24 hours — no waiting on carrier investigations.
• 5% cash back on your next order, issued 30 days after your order ships, on top of your TNF rewards points (separate program — both work together).

To file a claim under Onward, use the link in your shipping confirmation email or visit the Onward portal directly. If you need help, email us and we'll file the claim on your behalf.

Full Onward details →

Food Product Returns

• Individual protein bars, snacks, and drinks cannot be returned for taste preferences (under default policy). Customers who still wish to return these items may bring them to our physical store or ship them back at their own expense. Onward Checkout+ customers are covered for taste under the 90-day satisfaction guarantee.
• Higher-value food items (over $20) such as nut butters, baking mixes, and boxes of cereal may be returned if they are sealed/unopened.
• Opened food items cannot be returned unless there is visible damage (e.g. mold, contamination). Images must be emailed to us within 48 hours.
• Bars in summer: Protein bars may soften or lose their shape during warm weather. This does not affect their safety or quality. We do not offer returns or refunds for bars that have melted or changed shape in transit. We recommend refrigerating bars upon receipt to help them regain their firmness.

How to Start a Return

1. Log into your customer account page and click on the order with the item(s) you'd like to return — or email us within 30 days (90 days if you opted in to Onward) with your full name, order number, and photos of the product(s).
2. We respond within 2–3 business days. Orders with Onward Checkout+ get priority — typically resolved within 24 hours.
3. If no further information is required, we email you a return label (for eligible returns).
4. Print the label and package the return product(s) carefully.
5. Drop your package off at Canada Post.
6. Once received, we inspect your return and email you about the approval status.
7. If approved, you'll receive store credit redeemable online or in-store (or a full refund / replacement if you opted in to Onward and the claim qualifies).

To ensure a fair policy for everyone, your item must be in new condition or used for less than 7 servings and in the original packaging to be eligible for a return.

*No returns on used accessories, clearance items, or open food products (except damaged products as noted above).

Non-Returnable Items

• Gift cards
• All opened food, snacks, drinks, bars, syrups, sauces (unless damaged or covered by Onward 90-day guarantee)
• Tanning lotions
• Fitness equipment, accessories, bottles, apparel (unless manufacturing defect within 90 days, covered by Onward Checkout+)
• Clearance / final sale items (items with best-by dates written in the flavour title)

Damaged Goods

We take great care in packaging, but damages can happen. If you receive a damaged product:

• If you opted in to Onward: file the claim through the Onward portal (link in your shipping confirmation email) — resolved within 24 hours.
• If you didn't opt in to Onward: notify us by email within 48 hours with pictures of the damaged product and packaging.
• All approved damage claims are refunded as store credit or replaced (subject to availability).
• Please do not discard the damaged items or packaging until we have resolved your claim. Carriers require proof for damage claims, and discarding them may void your eligibility for a refund or replacement.

Refunds — Store Credit vs Original Payment

All approved returns and damage claims are refunded as store credit (gift card) by default. This includes Onward Checkout+ claims unless you specifically request a refund to your original payment method through the Onward portal.

Exceptions where we issue a refund to your original payment method:

• The return is due to an error on our part (e.g. we shipped the wrong item).
• You cancel your order before it ships.
• An Onward claim is approved with the "refund to original payment" resolution selected.

Need Help?

For any return-related questions, reach out to us:

• Email: info@topnutritionandfitness.com — fastest response
• Onward portal (if you opted in at checkout): link in your shipping confirmation email
• Instagram: @topnutrition.andfitness — for non-urgent questions

Note: Our Return & Refund Policy is subject to change without prior notice; please review it periodically for any updates.

Frequently Asked Questions

1. Can I return bars if I don't like the taste?
Under the default 30-day policy, taste preferences are subjective and we cannot accept returns for opened bars or snacks. You're welcome to bring unopened items to our store or ship them back at your own cost.
If you clicked "Checkout+ Now" at checkout (Onward), taste dislike IS covered under the 90-day satisfaction guarantee — file a claim through the Onward portal.

2. My bars arrived melted or misshapen — can I return them?
No. During summer months, protein bars can soften or lose their shape in transit. This does not affect their quality or safety. We recommend placing them in the fridge for a few hours so they regain firmness.

3. I opened my food product — can I still return it?
Only if there is a clear quality issue (e.g. mold, contamination, damage). Send us photos within 48 hours of delivery so we can make it right. Onward Checkout+ customers have a 90-day window for opened-product satisfaction issues.

4. Can I get a refund back to my card instead of store credit?
In most cases, no — all approved returns are refunded as store credit by default.
Exceptions: if the return is due to an error on our part, if you cancel before shipping, or if you opted in to Onward at checkout and select "refund to original payment" through the Onward portal.

5. I ordered individual bars/snacks — why don't you take them back for free?
These products are low-cost and shipped individually, so we can't offer free return shipping under the default policy unless there's a quality issue. You're welcome to bring them back to our physical store or ship them at your own cost if unopened. Onward Checkout+ covers taste/satisfaction issues on individual items within 90 days.

6. Do I need to keep the packaging for damaged items?
Yes. Please keep both the product and packaging until we resolve your claim. Carriers require proof for damage claims, and discarding them may void your eligibility for a refund or replacement.

7. What's Onward and how does it change my return options?
Onward is an optional add-on at checkout (~4% of your order subtotal). When you click "Checkout+ Now" in your cart drawer, you upgrade from our default 30-day return window to a 90-day satisfaction guarantee, get 5% cash back on your next order (stacks with TNF rewards), and unlock instant claim resolution within 24 hours. Lost / stolen / damaged / wrong / missing items are all covered. If you click "Continue without Benefits" instead, you keep the standard 30-day policy. Full Onward details →

8. When does the 5% Onward cash back arrive?
30 days after your order ships. The buffer allows any claims or returns to settle first. The code is delivered by email and accrues across orders — every time you click "Checkout+ Now", your code's balance grows.

9. Does the 5% Onward cash back replace my TNF rewards points?
No — it's in addition to your TNF rewards points. They're separate programs. You still earn TNF points on every order, redeemable for store discounts. Onward's 5% cash back is a separate coupon code that builds up over time.

10. What if I clicked "Checkout+ Now" by mistake?
Easy fix — Onward sends a welcome email after checkout with a one-click opt-out link. Or email us and we'll refund the Onward line item, no questions asked.