Return Policy
We want you to feel completely satisfied with your purchase. If you are not satisfied for any reason, you may return an unused item within 30 days from the original date of purchase except for the items listed as Not Eligible for Return below. Items that are being returned must be in new and unused condition. All original boxes, bags, packaging, and literature must be in new condition and included with the product. Please make sure the items you wish to return meet these criteria prior to initiating a return.

How to Return Merchandise
Please call us at 1-800-739-7776 to initiate your merchandise return.  Please have your Order Number ready, the item you wish to return and the reason for the return. Once approved, we will send you a RA number by email.
Package and ship your return within 30 days of being issued your RA#.
Please reference your RA# on the return box or with the item(s) inside.
Please allow 7-10 days after we receive the returned goods for inspection, approval and processing the return.
Please address all merchandise return to:
Shadow Agency (Returns Dept.)
RA Number: (Fill in your RA Number)
123-11782 Hammersmith Way
Richmond, BC, V7A 5E2

Items Not Eligible for Return
  • Protective jocks and undergarments (due to the personal nature of the product)
  • Mouthguards (due to hygienic reasons)
  • Closeout products
Return Shipping
The cost to send an item back to us is similar or comparable to your cost of driving to any store and returning an item, which is not reimbursable.  Unfortunately, we do not reimburse any return shipping costs.

If you wish you to exchange an item that you already received, you can return this back to us (It is the customers responsibility for all shipping costs) for a store credit and simply place a new order with an alternative item.  The store credit cannot be used until the returned item is in our hands and has been approved.  Store credit is valid for 1 calendar year from the date of issue.
Redeeming Store Credit:  During the checkout stage on your next online order, simply enter the store credit order number under the ‘Comments section’.  We can apply your next payment with the credit applied.
*For only our B2C customers, your credit card will be charged for the full amount.  The store credit amount will be issued as a separate entry to your credit card account
Please view our Return Policy for a list of what is considered Ineligible for Return.
Refunds do not apply to the cost of shipping or oversized handling charges. The customer is responsible for the actual price of shipping even if the shipping was free or discounted.  Refunds are applied to the payment method used at the time of purchase 5-10 days after the returned merchandise has been received, inspected, approved and processed.

Defective Items
An item that was discovered to be defective upon receipt can be replaced or returned for a full refund if the item hasn't been used. Please contact customer service within 48 hours of receipt so we may arrange for a replacement or return shipping. Replacement product will be shipped free of charge.
Items that are deemed defective after use, are subject to the terms of a brands warranty coverage, if eligible.
Refused Deliveries
If you refuse delivery, an explanation will be required.  With approval of the explanation, a credit will be issued for the price of the merchandise minus the actual cost of shipping and all the costs incurred for return shipping. All credits will be applied to the original payment method.
Damaged & Lost Items
All Packages are inspected for damage before they ship from our warehouse. If your package has been damaged in transit, please contact customer service immediately. We must be informed of all shipping related claims within 48 hours after the package was received. Shipping Claims are handled directly by on your behalf. To help us speed up the process of resolving your claim, please provide pictures of the damaged packaging, shipping label and products.
Should your package be deemed Lost in Transit, please contact customer service immediately so we may assist you in arranging for replacement product or a refund.
Please allow 10-30 days for the processing of claims for lost or damaged shipments from most couriers who have official tracking systems.
Missing Items
Please understand once shipments are picked up by the courier, the execution is out of our control.  In many cases, orders could have more than 1 box in the shipment.  For example, if your order is comprised of 3 boxes total, each box will contain a shipping label with it’s corresponding box number: 1 of 3, 2 of 3, 3 of 3. Larger freight companies such as UPS can have split shipments.  Meaning it is very possible to receive box ‘1 of 3’ on Tuesday and the remaining 2 boxes on Wednesday.
In addition, each order will have a packing slip enclosed.  Please carefully cross reference this list and ensure that all the items are present prior to contacting us.

Customer Service
Shadow Agency Inc. (Lowry thrives on the quality of our products, ethics, and most important - creating a great experience for all of our customers.  If for any reason you are unsatisfied with your order process, please feel free to contact us below.  Thank you.

Shadow Agency Inc.
123-11782 Hammersmith Way
Richmond, BC, V7A5E2
Phone:  604-275-7734