ORDERING
Do I need to set up an account to order?
Yes, you will need to register an account with us before placing your order. With your account you will be able to review past orders, see updates on current orders as well as view tracking numbers. Please ensure that you have access to the email you choose to use as this is where you will receive updates on your order status.
How do I order?
You can place an order by adding to cart the product(s) you wish to purchase. After this you can click on cart and view your order.
After being satisfied with the products you’ve placed in your cart you will then select a shipping method before checking out.
After you’ve proceeded to check out you will be asked to fill out your billing and shipping details. Please ensure that your shipping information includes a valid address. Ensure that it is not missing any Apartment/Unit Numbers or P.O. Box Numbers, as this may be crucial information for us to have in order to ship your package to the correct address.
Once you’ve filled out your billing and shipping details, you will then place your order. You will receive a confirmation email with instructions on how to make an EMT (Email Money Transfer) payment. Please follow the instructions provided and ensure that you are sending the EMT payment to the correct email address.
After your payment is received the status of your order will be taken off “on-hold” to “processing” and will stay like this until your order has been shipped out, at which point your order status will be changed to “completed” and a tracking number will be provided to you via email. You will also be able to see all these changes on your account if you had created an account with us before placing your order.
Can I make changes to my order?
If you have yet to make a payment, you may place a new order with the changes you wish to make. However, if you have already sent an EMT payment and it has been accepted you will need to contact us via live chat or email and one of our customer service representatives will try their best to accommodate your changes if your order has yet been packaged and ready to be shipped out.
What is the “cut-off” time and how does this affect my order?
Our cut off time is at 9AM (EST) on Mondays and at 11AM (EST) from Tuesday-Friday this means that all orders and payments must be received before this time to guarantee same day shipping.
Our team will definitely try our best to process and ship out orders that come in after our cut-off time, but there is no guarantee that your order will be shipped out the same business day should it be received after our cut off time. Orders and payments received after our cut-off time will be processed and shipped out the next business day.
All orders placed over the weekend will be processed and shipped out the following Monday.
SHIPPING
Do you ship internationally?
Unfortunately we do not. We only ship within Canada.
How much does shipping cost?
Shipping is a flat fee of $10, however, we do provide an option for “Free Xpresspost Shipping” at check out for all orders over $200. Note that you will need to select the “Free Xpresspost Shipping” option as it does not get applied to your cart automatically. We also provide “Signature Required” upon delivery for $2, this is not included in the XpressPost Shipping Fee nor is it included in the Free Xpresspost Shipping option, therefore, you will need to select this option if you wish to add it onto your order. “Signature Required” will be available to add onto your order after filling out your billing and shipping information.
Please note that if you choose not to add “Signature Required” to your order we will not be held responsible should your package be “lost” or “stolen” after Canada Post has marked it as “Delivered”.
COVID-19 Update – April 6, 2020: Canada Post will not be getting Signature Required upon delivery at this time to lessen one on one interactions. Should you still want Signature Required it will ensure that Canada Post will leave a pick up slip for you to pick up at the postal office instead of leaving it at your door if they feel that it is safe to do so.
COVID-19 Update – April 22, 2020: Canada Post will not be getting Signature Required upon delivery. They will deliver as they see fits, whether it’s leaving a note, leaving it by your front door or by leaving it in your mailbox, it is up to them. No requests for signature required will be fulfilled. The option has also been removed from our check out. Please use Flex Delivery as it provides the same services as “Signature Required” in situations where you’re not home to receive the package. Flex delivery will provide a postal office address which is where the package will be delivered to. You will be able to pick up once it’s been delivered, this ensures that your package does not go stolen after it’s been delivered if Canada Post chooses to leave the package on your doorstep.
How long does shipping take?
Shipping times vary. Unfortunately we do not control how long it takes for Canada Post to process packages.
We no longer ship from our Toronto location. Please inquire if you have any questions/concerns.
COVID-19 Update – April 6, 2020: Expect packages to experience delays. Please give Canada Post 1-2 business days after their estimated delivery dates to deliver your package (most packages have been delivered within 1-2 business days after their estimated delivery dates).
COVID-19 Update – April 17, 2020: We’ve been informed by Canada Post that all estimated delivery dates are suspended. This means that Canada Post is not abiding by their estimated/ standard delivery dates due to the overload of packages that they are receiving. Should you choose to place an order, expect that there will be delays. Should your package experience any delays, please be patient.
Do you guarantee estimated delivery dates and standard delivery dates?
No, we do not guarantee Canada Posts estimated delivery dates nor do we guarantee their standard delivery dates. With this being said, there will be no refunds on shipping fees or on orders due to late deliveries.
My package hasn’t arrived yet, what should I do?
If there has been no update past your estimated delivery date please send us a message via live chat or email and one of our customer service representatives will be able to assist you with creating a service ticket with Canada Post.
*** As mentioned above, due to the nature of what is happening in regards to COVID-19 expect the possibility of delays occurring. Should your package experience delays please be patient.
My order is “lost in transit”, what should I do?
Should your package be ‘lost in transit’ and a service ticket has been opened with Canada Post, we will need to wait until Canada Post can provide us with an update. Should Canada Post be able to locate your package it will be rerouted back to you. In the case that Canada Post has lost your package and it cannot be located, we will be happy to resend you a replacement package.
Do you cover “stolen” or “lost” packages after its been marked as “delivered”?
We will need to assess the situation by contacting Canada Post so that they can start an investigation. Should the situation be that Canada Post delivered to the correct address we will not be providing a refund nor will we cover the cost for a new package to be sent to you. We recommend you pay $2 for “Signature Required” to prevent this from happening, should you choose not to have “Signature Required” upon delivery you will be responsible for the “lost” of “stolen” package(s) after it is marked as “Delivered”.
Signature Required is no longer available: Please use Flex Delivery as it provides the same services as “Signature Required” in situations where you’re not home to receive the package. Flex delivery will provide a postal office address which is where the package will be delivered to. You will be able to pick up once it’s been delivered, this ensures that your package does not go stolen after it’s been delivered if Canada Post chooses to leave the package on your doorstep.
I didn’t put in my correct address, what should I do?
If you notice that you’ve given us a wrong or incomplete address please notify us immediately. If you do so immediately we may be able to correct it before it is processed and shipped out. Once it has been shipped out, it will be out of our hands and you will be held responsible. No refunds will be provided as we will not be held responsible for packages sent to the wrong address due to customer negligence.
Someone in my household rejected my package on my behalf and it’s being “sent back to sender”, what should I do?
Unfortunately, we do not reship nor do we provide refunds on orders that have been rejected upon delivery or “unclaimed” and are sent back to sender. Please ensure that someone will be able to receive your package for you upon delivery, as we are not responsible for packages being sent back. Should no one be available to do so Canada Post will most likely leave a pick up slip at your door/in your mailbox to pick up your package at a postal office near you.
PAYMENT
What type of payment do you accept?
We currently only accept EMT (Email Money Transfer) payments. This is a service that is provided to you through your online banking account. Once you have checked out you will receive an email confirmation with instructions on how to make an emt payment. Please ensure that you follow the instructions provided to you including; the email address the payment is being sent to, the security question and the security answer. We will not be able to access your payment should any of the provided information be incorrect.
Do you charge taxes?
Taxes are already included in our products and will not be charged at check out.
REFUNDS & RETURNS
We do not provide any refunds or accept any type of returns. Should you have an issue with the product(s) that you’ve received please send us a message via live chat or email and one of our customer service representatives will be able to assist you.