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Frequently asked questions
Cancel Rise: Step-by-Step Guide
How to cancel your Rise order and manage your account in canada
What is Rise and why customers cancel
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 mandatory 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 types
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 this guide covers both scenarios. At Yafee, we recognize that understanding which type of order you've placed is the first step toward efficient cancellation.
Why you might cancel a Rise order
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. Yafee recommends acting immediately if you decide to cancel, as orders can move into shipment within hours.
Your consumer rights in canada
Canadian consumer protection law gives you important safeguards when ordering online, even when a retailer's published policy is silent on cooling-off periods.
Cooling-off periods and provincial statutory rights
Most Canadian provinces recognize a cooling-off period (typically 7 to 14 days) for distance purchases made online or by phone. This means you have the legal 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. However, if a dispute arises between you and Rise, your provincial consumer protection act may override Rise's terms in your favour.
If Rise refuses to refund you or disputes your cancellation right, contact your provincial consumer protection office. Ontario consumers can reach the Consumer Protection Act office, while British Columbia consumers can contact the Ministry of Attorney General. Alberta consumers should contact the Fair Trading Act administrator. Yafee advises documenting every email, chat transcript, and phone call with Rise as evidence of your cancellation request. Screenshot your order confirmation, the cancellation request timestamp, and any refund confirmation.
Your legal position
Under Canadian provincial consumer protection legislation, you have the right to cancel a distance purchase (online or phone order) within a statutory cooling-off period. This right applies automatically and cannot be waived by Rise's terms and conditions. You are entitled to a full refund of the purchase price, minus any legitimate non-refundable fees Rise can prove were clearly disclosed before checkout. Return shipping costs are your responsibility unless the item arrives damaged or doesn't match the description.
Non-refundable charges and tax handling
Some customers report that Rise deducts shipping costs or applies unclear deductions to 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 unexplained deductions to your refund, you have grounds to dispute this with your payment provider or provincial regulator. Yafee's experience shows that taking screenshots of your order confirmation and refund statement strengthens 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 1: log into your Rise account and locate your order
Access your Rise account through the main website at risestore.ca or open the Rise mobile app on your phone. Navigate to your order history or active orders section. Locate the order you want to cancel by searching for the order number (usually found in your confirmation email) or by browsing orders sorted by purchase date. Write down the order number; you will need it if you contact Rise support.
Step 2: check your order status
Review the current status of your order. If your order shows "Pending", "Processing", or "Awaiting Shipment", you can proceed with cancellation immediately. If your order already shows "Shipped", "In Transit", or "Delivered", you cannot cancel; instead, you must initiate a return. Yafee recommends checking your order status within the first hour of placing the order, as Rise can move orders to shipment quickly.
Step 3: select the cancellation option within your account
If the order status allows cancellation, look for a "Cancel Order" button or link in your order details. Click this button and follow the on-screen prompts. Rise will ask you to select a cancellation reason (for internal purposes) and may request brief feedback. You are not required to provide detailed feedback; a simple reason such as "Changed my mind" or "Found elsewhere" is sufficient. Complete the process by confirming your cancellation.
Step 4: confirm cancellation in writing via email
After clicking cancel in your account, send a follow-up email to Rise's customer service team at the contact address listed on risestore.ca. State your order number, the date of the original purchase, and a clear statement: "I request cancellation of this order and a full refund." Include a copy of your order confirmation (from your confirmation email). This creates a written record and activates your legal cooling-off period if Rise disputes your cancellation later. Wait for Rise to confirm the cancellation in writing; do not assume the order is cancelled until you receive email confirmation from Rise.
Step 5: monitor your refund and contact Rise if needed
Rise typically processes refunds within 5 to 7 business days of confirming your cancellation. The refund will appear in your original payment method. If 10 business days pass and you have not received your refund, contact Rise's customer service again with your cancellation confirmation email. If Rise ignores your refund request or denies your cancellation without legal justification, you have the right to escalate the matter to your provincial consumer protection office or file a chargeback with your payment provider (bank or credit card issuer).
How to return a Rise order after shipment
If your Rise order has already shipped or been delivered, you cannot cancel through the account dashboard; instead, you must initiate a return within Rise's return window.
Return eligibility and timelines
Rise offers a 30-day return window from the date of delivery. Your item must be unworn, unwashed, and in its original condition with all tags attached. For sizing exchanges or colour swaps, you can initiate a return within your Rise account and request a replacement in the same transaction. Yafee recommends checking the exact return deadline on your order confirmation email, as this date is binding.
Step 1: initiate a return within your Rise account
Log into your Rise account and navigate to the delivered order. Click the "Return" or "Return Item" button. Select the reason for your return (e.g., "Size doesn't fit", "Colour not as expected", "Changed my mind"). Complete the form and submit. Rise will generate a return authorization number and print instructions for shipping the item back to Rise's warehouse.
Step 2: package and ship your return
Pack the item securely in its original packaging (or equivalent). Attach the return authorization label provided by Rise. You are responsible for return shipping costs unless the item is defective or doesn't match the product description. Ship your return via Canada Post, UPS, or FedEx, depending on Rise's instructions. Keep your tracking number; you will need it to confirm receipt with Rise.
Step 3: track your return and confirm receipt
Use your tracking number to monitor the return's progress. Once Rise's warehouse receives your return, you will receive an email confirmation. Rise will inspect the item and issue your refund within 5 to 7 business days of receipt. If Rise denies your return because the item shows signs of wear or is missing tags, you have the right to dispute this under consumer protection law if you believe the rejection is unreasonable.
Cancelling a Rise app membership or premium subscription
If you have signed up for a Rise premium membership through the mobile app (for sleep or energy features), cancellation requires a different process.
Step 1: open the Rise app and access settings
Launch the Rise app on your phone. Navigate to your account or profile section, usually found in the bottom menu or top-right corner. Tap "Settings" or "Account Settings". Look for a section labeled "Subscription", "Membership", "Billing", or "Premium".
Step 2: locate and cancel your active subscription
In the subscription section, you will see your active membership plan, the renewal date, and a "Cancel Subscription" or "Manage Subscription" button. Tap this button. Rise will confirm your cancellation and may offer you a retention discount or temporary pause option. If you do not wish to pause or accept the discount, select "Cancel Subscription" again to finalize the cancellation.
Step 3: confirm cancellation via email
Rise will send you a cancellation confirmation email with an end date for your premium access. Your account will revert to the free version on the date specified. If you do not receive a confirmation email within 24 hours, contact Rise's support team with a screenshot of your cancellation action and request written confirmation. Yafee advises keeping this email for your records, as it serves as proof of cancellation if Rise charges you again.
Refund timelines and payment processing
Understanding how Rise processes refunds protects you from confusion and helps you track your money.
| Refund scenario | Processing time | What to expect |
|---|---|---|
| Order cancelled before shipment | 5-7 business days | Refund appears in your original payment method; no return shipping required. |
| Return shipped and received | 5-7 business days after warehouse receipt | Refund issued once Rise confirms item condition. You bear return shipping costs. |
| Defective or damaged item | 3-5 business days | Rise may offer replacement instead of refund. Request refund in writing if you prefer. |
| App membership cancelled | 1-3 business days | Pro-rated refund issued if you cancel mid-billing cycle; varies by app store (Apple, Google Play). |
| Credit card or payment dispute filed | 30-90 days | Your bank or card issuer investigates; Rise may request return of the item. |
| Provincial consumer complaint filed | 30-60 days | Regulator investigates; Rise is required to respond. Outcome depends on evidence. |
What to do after your Rise order is cancelled
Cancellation is rarely the end of the story; take these steps to protect yourself and ensure the process is complete.
Document everything for your records
Create a folder (digital or physical) containing your original order confirmation email, the cancellation request (email or screenshot), the cancellation confirmation from Rise, and any refund notification. If a dispute arises weeks later, this documentation is your proof. Yafee has helped thousands of consumers cancel orders successfully by maintaining clear records of every communication with the retailer.
Track your refund through your bank account
After Rise confirms your cancellation, monitor your bank account or credit card statement daily. The refund should appear within the timeframe stated by Rise. If you do not see the refund after 10 business days, log back into your Rise account and check the order status; sometimes the system shows a delay. If the status shows "Refunded" but your bank account does not reflect the refund, contact your bank's customer service and ask if the refund is pending.
Dispute the charge if Rise refuses to refund
If Rise ignores your cancellation request or denies your refund without legal justification, you have the right to file a chargeback with your payment provider. Contact your bank or credit card issuer and explain that you cancelled the order within the statutory cooling-off period and Rise refused to refund you. Provide your cancellation email as evidence. Your bank will open a dispute and request Rise's response. In most cases, Rise will refund you to avoid a chargeback on their merchant account.
Escalate to your provincial consumer authority if needed
If Rise still refuses to refund you after you have submitted a chargeback or if the chargeback is unsuccessful, contact your provincial consumer protection office. Ontario's Consumer Protection Act office, British Columbia's Ministry of Attorney General, and Alberta's Fair Trading Act administrator all have jurisdiction over retailer disputes. File a written complaint with your cancellation email, refund requests, and any communication from Rise denying your claim. The regulator will investigate and may order Rise to refund you or levy penalties.
Common mistakes to avoid when cancelling Rise
Cancellation is a straightforward process, but a few common missteps can delay your refund or weaken your legal position.
Mistake 1: assuming the online cancellation is final without confirmation
Clicking "Cancel Order" in your Rise account initiates the process, but it is not final until Rise sends you written confirmation. Some customers believe the cancellation is complete after clicking the button and are surprised to see the charge appear on their statement. Always wait for a confirmation email from Rise before considering your cancellation complete.
Mistake 2: contacting only through the app chat without email backup
App chat messages are easy to lose or delete, and they do not create a legal record if a dispute arises later. If you contact Rise through the app chat, follow up with an email to their customer service address stating the same cancellation request. Email creates a timestamped record that proves you requested cancellation within the cooling-off period.
Mistake 3: waiting too long to cancel
Rise can move orders to shipment within hours of purchase. If you wait more than a few hours to cancel, the order may already be packed and in transit, forcing you to return the item instead. If you change your mind about your purchase, act within the first two hours of placing the order.
Mistake 4: returning an item without initiating a return in your account
Sending a package back to Rise without generating a return authorization number can result in the item being received but not matched to your order. Rise may hold the package in their warehouse without processing a refund. Always initiate the return through your Rise account first, then ship using the authorization label Rise provides.
Mistake 5: not documenting the reason for cancellation
If Rise later disputes your cancellation and claims you received the item or forfeited your right to cancel, you will need to prove you acted within the cooling-off period. Screenshots of your order date and cancellation date, plus your email cancellation request, are the evidence that protects you. Yafee advises taking screenshots the moment you submit your cancellation request.
Comparison of cancellation and return methods
Different circumstances call for different approaches to cancelling or returning your Rise order.
| Method | Best for | Speed | Effort | Cost to you |
|---|---|---|---|---|
| Cancel before shipment (online) | Orders not yet shipped; you decide within hours of purchase. | Fastest (24-48 hours) | Minimal (few clicks + email) | $0 (full refund) |
| Return after delivery | Order already delivered; item unused and in original condition. | Slower (10-14 days) | Moderate (pack, ship, wait) | Return shipping ($10-20) |
| Chargeback via bank | Rise ignores cancellation request or denies refund unreasonably. | Very slow (30-60 days) | High (dispute process, phone calls) | $0 (bank covers dispute) |
| Provincial consumer complaint | Rise refuses to refund after chargeback; significant dispute value. | Very slow (30-90 days) | High (formal complaint, evidence gathering) | $0 (regulator investigates at no cost to you) |
| App membership cancellation | You subscribed to Rise premium and no longer want it. | Fastest (24 hours) | Minimal (few taps in app) | $0 (pro-rated refund if mid-cycle) |
| Exchange or swap (no return) | You want a different size or colour; item is unused. | Moderate (7-10 days) | Minimal (one transaction in account) | $0 (if same price point) |
Contact information and next steps
If you need to escalate your Rise cancellation or dispute, use the contact channels below.
Rise customer service contact details
Rise does not publicly list a physical mailing address for customer service requests. All cancellations and returns are managed digitally through your Rise account, the mobile app, or email contact. To reach Rise's customer service team, look for a "Contact Us" link on risestore.ca, typically in the website footer. You can also reach out through the app's help or settings menu. Yafee recommends saving Rise's customer service email address in your contacts for future reference.
Provincial consumer protection escalation
If Rise refuses to honour your cancellation or refund after you have exhausted the direct contact route, file a complaint with your provincial consumer protection office:
- Ontario: Consumer Protection Act office (part of the Ontario Ministry of Public and Business Service Delivery)
- British Columbia: Ministry of Attorney General, Consumer Protection BC division
- Alberta: Fair Trading Act administrator (part of the Ministry of Justice)
- Quebec: Office of the Protecteur du consommateur
- Other provinces: Search "[Your Province] consumer protection office" online for contact details
Provide your cancellation email, refund requests, and any correspondence from Rise denying your claim. The regulator will investigate and may order Rise to refund you.
Payment provider dispute options
If you paid by credit card, contact your card issuer's customer service and request a chargeback or dispute. If you paid by debit card or bank transfer, contact your bank's dispute department. Provide your cancellation email and refund request as evidence. Your bank will investigate and may reverse the charge automatically.
Conclusion: protecting your rights with yafee
Cancelling a Rise order or membership is straightforward when you act quickly and follow the steps outlined in this guide. Whether you cancel before shipment, return after delivery, or dispute a refused refund, you have legal rights under Canadian consumer protection law that Rise must respect. The key to a smooth cancellation is documentation: keep every email, screenshot, and confirmation from Rise, and act within the statutory cooling-off period.
If Rise ignores your cancellation request or denies your refund, you are not powerless. Your provincial consumer protection office exists to enforce these laws and can compel Rise to refund you. Yafee has helped thousands of consumers cancel unwanted orders and recover their money by understanding their legal position and following a clear procedure. Visit Yafee.com for additional guides on cancelling other Canadian retailers and managing your consumer rights.