Welcome to the Thane Canada Customer Centre!

Designed with you in mind, the Customer Centre is your easy, one-stop destination to help you with any questions, comments, or concerns.

We're here to help.

Use the navigation bar or scroll down the page to fulfill these tasks:

Connect to Our Hub in 5 Easy Steps

  • Register and Create Your Account

  • Log In to the Customer Support Portal

  • Review your purchase information

  • Submit a Support Ticket

  • If you made several purchases with Thane Direct in the past, you will need to create a unique account registration for each product. To combine all of your Thane Direct purchases under one account, please submit a Support Ticket.

(CA) Registration Assistance Form

Frequently Asked Questions

Our orders ship from our fulfillment centre in Canada anywhere from 2 to 5 business days from credit card approval. An automated shipment confirmation notification with the tracking number is sent to the customer's email. Please log into our customer service portal at support.thane.ca/ to access your account and to check on the status of your order. See Shipping Information for details.

Our 30 day money back guarantee entitles you to a full refund of the purchase price, less the shipping and handling charges. If you're not completely satisfied with your purchase, please log into our customer service portal at support.thane.ca/ to access your account and submit a return request to obtain an RMA number (Return Merchandise Authorization ). You will receive an email from Thane Customer Service within 1 to 2 days with the RMA number and return instructions. Once you have received your RMA number, please return all items in its original condition and packaging. When returning your order, please ensure that you use an insured carrier to return your order. Please note that Thane is not responsible for any return shipped charges incurred to return your order. Once your order has been received at our fulfillment centre, the refund will be processed. Please allow 7 to 10 business days for the credit to appear on your credit card. Refunds do not include shipping and handling or assembly fees and trial fee payments. See Returns for complete details.

Refunds for returned orders are processed weekly. If your return shipment tracking number confirms that your order was successfully delivered to our fulfillment centre, please allow 7 to 10 business days for the refund to be processed to your credit card. If your order was placed on a 30-day trial offer, the trial fee paid is non-refundable. We do not refund any shipping charges. If after 10 days, you do not see your refund on your credit card, please log into our customer service portal at support.thane.ca/ to access your account and submit a help request to our customer service centre. Please allow 1-2 business days for a response.

Please log into our customer service portal at support.thane.ca to access your account and confirm how many installment payments you have left.

RMA (Return Merchandise Authorization) Number. Please log into our customer service portal at support.thane.ca/ to access your account and submit a return request to obtain an RMA number. You will receive an email from Thane Customer Service within 1 to 2 days with the RMA number and return instructions. See Returns Policy for complete details.

If you see two transactions posted for the same amount on the same day, you are not being charged twice. What you are seeing is the pre-authorization obtained from your credit card company and the actual charge. Please note that the pre-authorization will be held in your account until your order ships, at which point, your card will then be charged. Please log into our customer service portal at support.thane.ca/ to access your account.

We understand that you may have changed your mind about your order and now you wish to cancel. Please log into our customer service portal at support.thane.ca/ to access your account and follow the steps to cancel your order. It is important to note that in our efforts to get your order delivered to you as quickly as possible you may have as little as one hour or less from order placement to cancel your order. Our systems are automated to ensure the fastest order processing and shipment times possible and once an order has been processed and sent to fulfillment we are unable to cancel an order.

Please log into our customer service portal at support.thane.ca/ to access your account and submit a warranty parts request to our customer service centre.  Please ensure to identify the make/color and model of your unit and the problem you are experiencing. Please ensure to include your order number or proof of purchase to support any warranty related issues.

The product you have purchased from Thane is warranted against defects in materials and workmanship under normal use and service to the original owner for one (1) year from date of original purchase (“Warranty Period”). Should the product prove defective during the Warranty Period, please log into our customer service portal at support.thane.ca/ to access your account and submit a warranty parts request to our customer service centre. Please allow 1-2 business days for a response. Do not return the defective part or unit unless instructed to do so after contacting us. Under this limited warranty, Thane Direct Inc will replace any parts found to be defective due to a manufacturer’s defect. A shipping and processing charge may apply to any replacement undertaken by Thane. See Warranty Information for complete details.

THIS WARRANTY DOES NOT APPLY TO THE FOLLOWING

  1. Accident, misuse, abuse or neglect.
  2. Improper or inadequate assembly or maintenance.
  3. Unauthorized modification or commercial use.
  4. Improper packaging in return transit.
  5. Normal wear and tear.
  6. Unsupervised use by children under 18 years of age.

See Warranty Information for complete details.

We do not have a service centre however, the product you have purchased from Thane is warranted against defects in materials and workmanship under normal use and service to the original owner for one (1) year from date of original purchase (“Warranty Period”). Please log into our customer service portal at support.thane.ca/ to access your account and submit a warranty parts request to our customer service centre. Please allow 1 to 2 business days for a response. See Warranty Information for complete details.

Your order is shipped from our fulfillment centre via one of our preferred carriers. An automated shipment confirmation notification with the tracking number is sent to the customer's email. Please log into our customer service portal at support.thane.ca/ to access your account and to check on the status of your order.

Please log into our customer service portal at support.thane.ca/ to access your account and to update your bill to/ship to information. Please note that you may have only 1 hour from order placement to change the information and ensure the information has been properly updated on your order. We have an automated system; our orders are processed as soon as they are received and sent to our fulfillment centre.

An automated order confirmation notification is sent to the customer's email on file. Please log into our customer service portal at support.thane.ca/ to verify your email address. Please also check your junk/spam folder as your email provider may have filed it as “junk” or “spam”. Be sure that your email settings are marked to accept emails from us.