Ability Hive Return & Refund Policy

At Ability Hive, we want you to feel confident and supported with every purchase. If you have questions about your order or need to request a return, we're here to help. Please review the information below before making a purchase.

60-Day Returns (Most Items)

Most items may be returned within 60 days of delivery for a full refund, provided they:

• Are unused and in their original condition.
• Include all original packaging, accessories, and documentation.
• Are not listed under the non-returnable or special order categories below.

To start a return, please email orders@abilityhive.ca or call us toll-free at 1-833-857-1200.

Non-Returnable Items (For Health & Hygiene Reasons)

For health, hygienic, and product integrity reasons, the following items are final sale once opened or used:

• Chewelry (necklaces, bracelets, handheld chews, etc.)
• Oral motor and oral therapy tools (ARK Grabbers, Z-Vibe tools & tips, cups, straws, etc.)
• Weighted blankets
• Weighted lap pads
• Weighted vests
• Fidgets (due to wear, stress, and compression from handling)

If these products remain unused, unopened, and in their original packaging, they may be returned within our standard 60-day return window.

Special Order Items

Some products are clearly identified as Special Order on the product page. These items are ordered specifically for you due to their size, bulk, customization, or limited availability and may ship directly from the manufacturer. Because these items are purchased specifically to fulfil your order, they are subject to different cancellation and return conditions.

Order Cancellations

Special order items are ordered specifically for each customer. Any approved cancellation of a special order is subject to a 10% cancellation/restocking fee. Once an order has progressed to fulfilment or has been placed with our supplier, cancellation may no longer be possible.

Unopened / Unused Special Order Items

Unopened and unused special order items may be eligible for return within 30 days of delivery, provided that:

• The item is unused and in its original condition.
• All original packaging, manuals, accessories, and components are included.
• The item is received by Ability Hive in resalable condition.

If a return is approved:

• A 10% restocking fee will be deducted from your refund.
• The customer is responsible for all return shipping costs, including freight or oversized shipping charges where applicable.
• Original shipping charges are non-refundable.

Opened or Used Special Order Items

Opened, used, assembled, installed, or damaged special order items are not eligible for return, except in the case of a verified manufacturer defect, warranty claim, or where required by applicable consumer protection laws.

Return Shipping

Return shipping costs vary depending on the type of product being returned.

Standard Returns

For eligible Canadian returns on standard (non-special-order) items, Ability Hive will provide return instructions and cover the cost of return shipping.

Special Order Returns

Customers are responsible for all return shipping costs associated with approved special order returns, including freight or oversized shipping charges where applicable.

Any applicable fees will be communicated before your return is processed.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible with:

• Your order number.
• Clear photos showing the issue.

We'll work quickly to repair, replace, or refund the item, as appropriate.

Refund Processing

Once your returned item has been received and inspected:

• Approved refunds will be issued to the original payment method.
• Any applicable restocking fees, cancellation fees, or return shipping charges will be deducted from the refund where applicable.
• Store credit, if applicable, will be issued as an Ability Hive digital gift card or applied to your customer account.
• Processing times may vary depending on your financial institution or credit card provider.

Start a Return

We're here to help.

Email: orders@abilityhive.ca

Toll-Free: 1-833-857-1200