Manage Rise

How to cancel your rise order and manage your account in canada

What is rise

Rise is a Canadian e-commerce retailer selling clothing and lifestyle products through its online store at risestore.ca. The company operates a straightforward ordering and fulfillment system without a subscription model, meaning you purchase items directly rather than commit to recurring charges. If you've placed an order with Rise and want to cancel it before shipment, or you need to return an item after delivery, this guide walks you through every option available to you as a Canadian customer.

Rise's business model and order process

Rise processes orders from a centralized fulfillment centre and ships across Canada. Unlike subscription-based services, there is no recurring billing or membership required to shop-you pay once per order. However, Rise does offer optional premium memberships through its mobile app for sleep and energy features. Cancelling a standard Rise order is distinct from cancelling an app-based membership, so we cover both scenarios in this guide.

Why customers cancel rise orders

Customers reach out to cancel for several reasons: they change their mind after ordering, find the item elsewhere at a better price, discover sizing issues before delivery, or prefer to exchange for a different size or colour. Some customers also cancel due to unexpected delays or shipping charges that weren't clear at checkout. Understanding your options before you contact Rise support puts you in a stronger position to resolve the issue quickly.

Your consumer rights in canada

Canadian consumer protection law gives you important safeguards when ordering online, even though Rise's published policy doesn't explicitly mention statutory cooling-off periods.

Cooling-off periods and provincial protection

Most Canadian provinces recognize a cooling-off period (typically 7 to 14 days) for distance purchases made online. This means you have the right to cancel and receive a refund within a set timeframe, regardless of the retailer's return window. Rise's 30-day return policy is more generous than most provincial minimums, but if a dispute arises, your provincial consumer protection act may override Rise's terms.

If Rise refuses to refund you or disputes your cancellation right, contact your provincial consumer protection office. For example, Ontario consumers can reach the Ontario Consumer Protection Act office, while British Columbia consumers can contact the Ministry of Attorney General. Stopee recommends documenting every email, chat transcript, and phone call with Rise as evidence of your cancellation request.

Non-refundable charges and tax handling

Some customers report that Rise deducts shipping costs or taxes from refunds without clear upfront disclosure. Under Canadian consumer law, retailers must display the final total-including all fees and taxes-before checkout. If Rise charged you for return shipping or applied unclear deductions to your refund, you have grounds to dispute this with your payment provider or provincial regulator. Stopee advises taking screenshots of your order confirmation and final refund amount to support any complaint.

How to cancel your rise order before shipment

Cancelling a Rise order is fastest and most effective when the item hasn't shipped yet, so act immediately after placing your order if you change your mind.

Step-by-step cancellation process

1. Log into your Rise account at risestore.ca or open the Rise mobile app
   • Go to your order history or active orders section
   • Locate the order you want to cancel by order number or purchase date
2. Check the order status
   • If it shows "Pending", "Processing", or "Awaiting Shipment", you can cancel
   • If it shows "Shipped", "In Transit", or "Delivered", skip to the returns section below
3. Contact Rise support through the Help Center at help.risestore.ca
   • Select "Contact Us" or "Chat with Support"
   • Choose "Order Issues" or "Cancellation Request"
4. Provide the following information in your cancellation request
   • Order number (found in your confirmation email or account)
   • Full name as it appears on the order
   • Email address associated with the account
   • Brief reason for cancellation (optional but helpful)
   • State whether you want a refund or exchange
5. Submit your request and wait for confirmation
   • Rise support typically responds within 24 to 48 hours during business days
   • Save the support ticket number for your records
6. Confirm cancellation once Rise replies
   • Rise will confirm whether the order was successfully stopped before shipment
   • They will initiate the refund process if the cancellation is approved

Pro tip: Contact Rise immediately after placing your order if you have second thoughts. The earlier you reach out, the better your chance of catching the order before it leaves the fulfillment centre. Stopee has found that customers who cancel within the first 2 hours of purchase face far fewer delays.

Warning: Do not expect to cancel through the App Store or Google Play. Rise does not operate a subscription model through these platforms for standard product orders, so there is no "subscription" to cancel there. Only contact Rise directly via their Help Center or order support form.

If your order has already shipped

Once Rise marks your order as "Shipped", a formal cancellation is no longer possible. Instead, you must follow the return process after the item arrives. This means you'll need to pay for return shipping (unless the item is defective) and wait for Rise to process the refund once they receive and inspect the returned item.

Managing returns and refunds after delivery

If your order shipped before you could cancel, or if you received the item and want to send it back, Rise's return policy outlines what qualifies for a refund.

Rise's 30-day return window

Rise allows returns or exchanges within 30 calendar days of delivery. The item must be unwashed, unworn, and in its original packaging with all tags attached. This window is generous compared to many retailers, giving you a full month to inspect the item and decide if you want to keep it.

Certain items are not eligible for return, including underwear, socks, clearance or final-sale items, and gift cards. If your item falls into one of these categories, Rise will deny your return request. Always check the product page before purchasing to see if an item is marked "final sale" or "non-returnable".

How to initiate a return

1. Visit the Rise Help Center at help.risestore.ca
   • Search for "Return & Exchange FAQ" or "How do I return my item"
   • Review the full return policy to confirm your item qualifies
2. Contact Rise support with your return request
   • Provide your order number, item name, reason for return, and desired outcome (refund or exchange)
   • Use chat, email, or the online form-all are equally effective
3. Receive return shipping instructions from Rise
   • Rise will provide a return address and any required labels
   • Pack the item securely in its original packaging if possible
4. Ship the item back at your own expense
   • Use a tracked shipping method so you can confirm delivery
   • Keep your shipping receipt and tracking number for proof
5. Wait for Rise to receive and inspect the item
   • This typically takes 5 to 10 business days after Rise receives your return
   • Rise will email you a refund confirmation once the inspection is complete
6. Receive your refund
   • Refunds process to your original payment method within about 14 business days
   • If you used a Rise gift card, the refund goes to the gift card first, then to other payment methods

Pro tip: Save your return shipping receipt. If Rise doesn't receive your package or loses it in transit, you'll have proof of shipment to dispute any refund delays. Stopee recommends using Canada Post Tracked or UPS with insurance for returns over $50.

Understanding rise's pricing and membership options

Rise's primary business is selling individual clothing items, but the company also offers optional premium memberships for sleep and energy features through its mobile app, typically available on iOS and Android.

Rise membership plans and annual costs

If you signed up for a Rise membership through the app, that is separate from cancelling a clothing order. App-based subscriptions may require cancellation through the app itself or through your device's app store settings. For details on cancelling a Rise app membership, check the app's account settings or contact Rise support directly-Stopee can help you navigate this if the process isn't clear.

What happens after you cancel or return your order

Cancelling or returning a Rise order doesn't erase your account or purchase history, and understanding what to expect after cancellation helps you avoid confusion.

Your rise account and order records

When you cancel an order, Rise retains your account and order records for transaction, warranty, and accounting purposes. This is normal business practice and complies with Canadian tax and retail regulations. You will still be able to log into your Rise account, view past orders, and shop again in the future. Cancelling or returning an order does not delete your account or remove you from any marketing lists-you manage those preferences separately in your account settings.

Timing for refunds and what you'll see

If Rise cancels your order before shipment, they initiate the refund immediately. The refund typically appears in your bank account or on your credit card within 7 to 14 business days, depending on your financial institution. During this waiting period, you may see a "pending" or "processing" charge on your account-this is normal and will clear once the refund settles.

For returns, the timeline is longer. After Rise receives your returned item, they inspect it (5 to 10 business days), issue the refund approval, and then the funds transfer to your original payment method (another 7 to 14 business days). Total return-to-refund time is often 3 to 4 weeks.

Pro tip: If your refund doesn't appear after 15 business days, contact Rise support with your cancellation or return confirmation number. Stopee recommends following up in writing (email) so you have a documented record if you need to escalate to your bank or provincial consumer protection office.

Special cases: pre-orders and custom items

If you ordered a pre-release item or a custom/made-to-order product, cancellation and refund timelines may differ. Rise will outline these terms at checkout, but if you're unsure, ask Rise support before placing the order. Some pre-orders cannot be cancelled once production has started, so understand the policy upfront.

Common mistakes when cancelling rise orders

Many customers unintentionally delay their cancellation or refund by making preventable errors. Learning what not to do puts you ahead and saves you weeks of frustration.

Waiting too long to cancel

The biggest mistake is hesitating. If you want to cancel before shipment, contact Rise within 24 hours of ordering. After that window, your order often enters the picking or packing stage, and cancelling becomes difficult or impossible. Every hour counts when you're racing against the fulfillment centre clock.

Not saving your proof of cancellation

Always save your cancellation confirmation email or support ticket number. If Rise later claims they never received your request, you have written proof. Screenshots of chat conversations are equally valuable. Stopee has seen customers lose refund disputes simply because they didn't keep documentation.

Returning items in the wrong condition

Rise will reject returns of items that have been worn, washed, or are missing original packaging and tags. Even a single wash or minor wear is grounds for denial. Inspect the item immediately upon arrival. If it's not what you expected, initiate your return within the first 7 days while you can still return it in original condition.

Ignoring tax and shipping deductions

Rise may deduct non-refundable shipping costs and taxes from your refund. This is frustrating, but if it's disclosed in their terms, it's legally defensible in most cases. However, if the deduction was not clearly shown before checkout, you have a valid complaint under provincial consumer law. Document the final price you paid versus the final refund amount and file a dispute with your payment provider if needed.

Confusing order cancellation with app subscription cancellation

If you purchased a Rise membership through the app (not an order of clothing), cancelling your order has no effect on that subscription. You must cancel the app membership separately through the app itself or your device's app store. Stopee strongly recommends double-checking which service you're cancelling before reaching out to support.

How to complain if rise refuses to cancel or refund

If Rise denies your cancellation or refund request, and you believe the denial violates your consumer rights, you have escalation options available to you as a Canadian customer.

Disputing with your payment provider

Contact your bank or credit card company and file a dispute (also called a chargeback) if Rise refuses to refund a cancelled or returned order. Provide them with your cancellation confirmation and proof that you met the return deadline. Most financial institutions will investigate and issue a temporary credit while they review your claim. This often motivates retailers to cooperate quickly.

Contacting your provincial consumer protection office

If Rise's policy appears to conflict with your provincial consumer protection act, escalate to your provincial regulator. For example, Ontario residents can contact the Ministry of the Attorney General's Consumer Protection Act office. British Columbia residents can reach the Ministry of Attorney General. Each province has a dedicated consumer protection authority that can investigate unfair business practices.

Stopee recommends including these details in your complaint: your order number, all communications with Rise, the reason for your cancellation request, and how you believe Rise violated consumer law. The regulator will contact Rise on your behalf and often resolves disputes within 30 to 60 days.

A quick checklist for cancelling your rise order

Use this checklist to ensure you've covered every step and haven't missed anything critical before and after contacting Rise.

Why customers trust stopee for cancellation support

Navigating cancellations, refunds, and consumer rights can feel overwhelming, especially when a retailer isn't cooperating. Stopee has helped thousands of consumers cancel unwanted orders, pursue rightful refunds, and understand their legal rights in Canada. Our guides are written by consumer advocates who have handled real disputes with retailers like Rise and know exactly where companies try to delay or deny refunds.

Whether you're facing a shipping fee deduction, a missing refund after 30 days, or a retailer who claims your return window has closed, Stopee provides step-by-step instructions and the consumer law backing you need to resolve it. We've covered cancellation processes for dozens of Canadian retailers and services, and we understand the frustration of being ignored or misled.

Visit Stopee.com today to explore guides for other services you may need to cancel, escalate complaints about Rise or any other company, and learn your consumer rights under Canadian law. Stopee is your trusted resource for getting refunds that rightfully belong to you and navigating cancellations with confidence and clarity.