Online Orders FAQ
HOW LONG BEFORE I RECEIVE AN EMAIL RESPONSE?
Please allow 1 business day for responses regarding order status, tracking or general inquiries. If your email regards an order, please be sure to include your order number, name, and email used for your order when contacting us. If you are inquiring about becoming a retailer, please allow upwards of 3 business days.
I HAVE NOT YET RECEIVED A SHIPMENT CONFIRMATION. HAS MY ORDER SHIPPED?
We generally ship all orders within 2 business days of receiving them. Once the order has been shipped, you will receive a confirmation. Weekends, holidays and high volume online traffic may delay this process. All orders are processed in order of arrival. Items purchased with Paypal eChecks will be held until checks have been cleared.
CAN I TRACK MY ORDER?
Orders being shipped within Canada will be granted a tracking number. This number will be included in your shipment confirmation.
Orders being shipped to the USA or internationally will not receive a tracking number unless shipping including tracking is purchased at checkout. If the shipping including tracking is purchased, your tracking number will be included in your shipment confirmation.
HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?
Our time-lines are based on the Canada Post 2014 Parcel Services Commercial Guide and may be subject to delays due to customs, regions and national holidays.
- Expedited Parcel: 1 to 7 business days from ship date.
- Xpresspost: 1-2 business days from ship date.
- Priority: Next day from ship date.
- USA (EXCLUSIVE OF CUSTOMS):
- Small Packet Air: 5-8 business days from ship date.
- Tracked Packet USA: 4-7 business days from ship date.
- Expedited Parcel USA: 4 to 7 business days from ship date.
- Xpresspost: 2-3 business days from ship date.
- Priority: Next day from ship date.
- INTERNATIONAL (EXCLUSIVE OF CUSTOMS):
- International Parcel Air: 6-10 business days from ship date.
- Tracked Packet International: 6-10 business days from ship date.
- Xpresspost International: 4-7 business days from ship date.
- Priority Worldwide: 2-3 business days from ship date to major cities.
MY ORDER STILL HASN'T ARRIVED. WHAT SHOULD I DO?
As indicated above, parcels can be subject to delays due to your countries customs, the accessibility of your town or city and national holidays. If your parcel was shipped without tracking, we ask that you wait 20 business days before contacting us. Once we have been advised, we will notify Canada Post of the delay.
If your parcel has a tracking number, and you are experiencing delays, please contact us within 7 days and we will advise Canada Post.
I'VE ENTERED THE WRONG ADDRESS AT CHECKOUT. HOW DO I PROCEED?
If you have not received a shipping confirmation, please contact us at firstname.lastname@example.org right away and we will do our best to make the adjustments before the item is shipped.
If you have already received your shipping confirmation, please contact us at email@example.com with your correct shipping details as soon as possible. Then, please allow upwards from 30 business days for your item to be returned to our offices. Once the item has been re-received, we will contact you to discuss future shipping options or store credit. Additionally fees may apply.
CAN I RETURN MY PRODUCT?
Returns and exchange will be dealt with on a case-by-case basis. If your item is faulty or damaged, we require that customers notify firstname.lastname@example.org within 48 hours of receipt. If an exchange is permitted, items must be returned unused and unopened with original packaging. Any returns will be exchanged for items of equal value. All sale/discount items will absolutely not be exchangeable unless the product is faulty or damaged. No items are guaranteed to be in stock. No exchanges or returns will be accepted after 10 days of receiving your order.