Return & Exchange Policy

Return & Exchange Policy

An item purchased at can be returned for refund within 14 days following receipt (exceptions listed below).

Before proceeding, always contact customer service for instructions and to receive a Return Authorization Number.  Please quote your name and order number. It is also possible to return a product purchased online in person at our store within in the 14 days following receipt.

Clothing (excluding all underwear, all singlets, union suits and bike suits, and all swimwear) can be returned for a refund if it still has its original labels, hasn’t been worn and/or washed and/or altered.

For the health and safety of all our customers, no exchange or refund will be given on intimate items.  This includes all swimwear, all underwear (including all singlets, union suits and bike suits - otherwise known as onsies), all products listed as a sex toy (includes dildos, vibrators, cockpumps, lube applicators, masturbators, cock sheaths, cockrings and douche products), condoms, and lubricantsThere are no exceptions to this.

Face masks being sold during the COVID crisis are final sale.  No returns or exchanges on face masks.  THIS INCLUDES PUP MASKS AND ALL HOODS.

In the rare and unusual event of a defect, the product will be replaced by an identical product.  Please contact us for further instructions.

There is no refund for delivery fees paid.  We do not pay for return shipping costs.

In the unfortunate event of an order error on your behalf, you can return the item(s) ordered. (except for items outlined above due to health and safety reasons) You are liable for the return costs. A refund will be issued upon reception of the products.  There will be no refund of shipping costs. The products should be in their original packaging, unopened and/or unused. You are also liable for any risks related to the return of the merchandise. 

PLEASE NOTE: If your online order qualified for free shipping, and you return product that makes the order below that threshold, you will receive a refund for the product returned MINUS the shipping cost we paid to send your order.

Return address

Our return address is:

Out on the Street
551 Church Street
Toronto, Ontario, Canada M4Y 2E2

To contact our customer service: 

Toll free within Canada and the USA: 1-800-263-5747