A: Orders are currently processed within 1-3 business days. Once your order is shipped, packages can be expected to experience some degree of delays during this time. Due to Covid, Canada Post has had to implement safety measures while also timely responding to the heavy holiday parcel volume this season. If you continue to have problems with the delivery of your order, you may use our Contact Us Form.
A: Please keep in mind that our office hours are Monday - Friday from 9 AM - 5 PM and all orders are processed within 1 - 3 business days. You may be ensured that if you received the “Order Confirmation” email, your order has been received and is in line for processing. After the “Order Confirmation” email, we do not contact you unless there is a change in your order or it has been shipped. Then you will receive a “Confirmation of Shipment” email from the shipping carrier. You will get a tracking number after we have processed your order.
Thank you for your patience.
A: We are sorry to hear that you are having trouble placing an order on our website. Our website seems to be working as we are currently receiving new orders. We have heard that the loading symbol will show up and does not go away when these issues occur.
The following are reasons why our customers in the past have had trouble placing an order on our website:
The device being used to place the order may be restricting function or may not have a stable connection.Billing information does not match the information that is registered on the payment card.Using a Visa/MasterCard debit card that is not accepted on our website (i.e BMO MasterCard Debit)The web browser you are using may not be allowing you to complete your order. Please try a different browser.
If none of the above applies to you, please try clearing your cache/browsing data and placing the order again or try a different browser.
Please let us know if you have been successful in placing an order.
A: All of our orders are processed within 1 - 3 business days regardless of the shipping method.
Please keep in mind that paying for Xpresspost shipping ensures a faster delivery time with Canada Post.
The shipping method does not affect the processing time of the business you are ordering from.
A: Unfortunately once an order has been placed, there can be no changes made to the order. The order would have to be cancelled, refunded in full and a new order must be placed. For changes regarding your order information (e.g., address, name, number) you may submit our “Contact Us - Online Order Form” with the relevant fields for assistance.
A: Due to many closures, we are not able to guarantee restocking of our inventory. We are working closely with our vendors to replenish our stock. You may click “Notify when in stock” located on the product page of the out of stock item.
A: Please keep in mind that our office hours are Monday - Friday from 9 AM - 5 PM. Please allow 1-2 business days to receive a response to either your email or voicemail. We have prioritized our inbox based on urgency and will respond as soon as we can. We truly appreciate your patience.
A: Currently, our stores have more options than we do, but we are working on uploading new products to our website. Feel free to send us suggestions of products you would like to see on our website to email@example.com with a subject line of “I would love to see …. online”
A: Due to system differences, our website cannot receive gift cards as a form of payment. Gift cards do not expire, so you may save it for a future store purchase. We are looking for new ways to improve our website, so this may be a feature in the future.
A: Due to system differences, our cliq points are only available in store. We are looking for new ways to improve our website, so this may be a feature in the future.
A: It could take up to 5 business days for you to receive the funds once you receive a confirmation email of the credit memo. We are only able to refund to the card that was used to pay for the purchase.
A: Our system only allows for refunds to the same method of purchase. We are unable to change any personal information due to security issues. You may get an exchange instead of a refund.
A:Please email all of your concerns regarding an experience or purchase at one of our retail locations to our Customer Care department. You will be able to reach them at the following email address: firstname.lastname@example.org