Out on the Street is a proudly Canadian, gay-owned 2SLGBTQI+ fashion and adult retailer. This Return and Exchange Policy is designed to clearly outline our guidelines so customers can shop with confidence and understanding.

Please review this policy carefully before completing your purchase.

Eligible Returns & Exchanges

An item purchased at outonthestreet.ca can be returned for refund within 14 days following receipt (exceptions listed below).  If you are ordering from the USA please see the important note at the bottom of this page.

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.  If you would like a different size you will need to return your item(s) and place a new order for the correct size.

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.

Final Sale Items

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 lubricants.  There are no exceptions to this.

No returns or exchanges on pup masks and all fetish hoods.

Defective or Incorrect Items

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.

**If you are in the USA, you are prepaying tariffs and import fees in your shipping charge.  The shipping fee as well as the tariffs and import fees are not refunded.  If you are unsure about an item or its size, please take caution in ordering from us.

If you have any questions regarding our Return & Exchange Policy, or about the sizing of any of our products, please reach out to us directly before placing your order at outonthestreet@aol.com.

Acknowledgement of Policy

By completing a purchase through our website, customers acknowledge and agree to this Return and Exchange Policy at checkout.

Return Address

Our return address is:

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

To contact our customer service: 

Phone: 416-967-2759

Email: outonthestreet@aol.com