Returns and Exchanges

Returns

To start a return, please submit your request through our Returns Portal:

Returns Portal: https://saltydna.ca/apps/return_prime

1. Submit your return request

  • Follow the steps in the Returns Portal to submit your return.
  • Once approved, you will receive an email with your return instructions and shipping label (if applicable).

2. Pack your item(s)

  • Items must be in original condition: unworn, unwashed, clean, and free of stains, odours, or pet hair, with tags or visible prints intact and, when applicable, in the original packaging.
  • Pack the item(s) securely in a mailer or box to prevent damage in transit.

3. Ship your return

  • Use the shipping label provided (if applicable) and drop your package off at the carrier indicated on the label.
  • Keep your drop-off receipt/tracking for your records.

4. After your return arrives

  • Once delivered to our warehouse, our team will inspect your item(s) to confirm eligibility.
  • If approved, you can choose to receive your refund as one of the following:
    • Original payment method (refunds typically take 3–5 business days depending on your bank)
    • Gift card (issued instantly)
    • Store credit (issued instantly)

Exchanges

To start an exchange, please submit your request through our Returns Portal:

Returns Portal: https://saltydna.ca/apps/return_prime

1. Submit your exchange request

  • Select Exchange in the Returns Portal and complete the steps.

2. Pack and ship your item

  • Items must be in original condition: unworn, unwashed, clean, and free of stains, odours, or pet hair, with tags or visible prints intact and, when applicable, in the original packaging.
  • Use the shipping label provided (if applicable) and drop your package off at the carrier indicated on the label.
  • Keep your drop-off receipt/tracking for your records.

3. Inspection required before we ship the replacement

Exchanges are shipped only after your original item is received and inspected by our team. Once the item passes inspection, we will ship your replacement and you will receive a shipping confirmation email.

Ordered the wrong item (size/color/product): If the exchange is requested because you ordered the wrong item, you are responsible for both the shipping cost to return the item to us and the shipping cost to send the replacement item out.

Return fee

A $30 fee applies to returns and exchanges to help cover the cost of return shipping to our warehouse.

Restocking fee: If your return reason is “Changed my mind”, “Did not like the product”, or “Other” / “Other(s)”, a 5% restocking fee will be deducted from your refund where applicable.

Exchanges (ordered wrong item): If you request an exchange because you ordered the wrong item (size/color/product), you are responsible for both the return shipping cost to send the item back and the shipping cost to send the replacement item out.

Exceptions apply only for damaged items. If your item arrived damaged, please submit your request in the Returns Portal and include photos so our team can review and assist.

Questions?

Please use the Returns Portal first for updates and to manage your request:

https://saltydna.ca/apps/return_prime

If you cannot access the portal, contact us at orders@saltydna.ca with your order number and tracking information.

For full details, please review our Returns & Exchanges Policy.