FAQ / Policies
Q: I just placed my order, when will it be shipped? Will I receive tracking information?
A: Orders are shipped Monday to Friday during business hours (excluding holidays). All orders are subject to security screening and are shipped once cleared. To reduce delays, please use matching shipping and billing information.
Q: I placed an order and received an email saying the item(s) were out of stock.
A: Occasionally items are sold in our retail shop before our web shop inventory can be adjusted. Our web shop inventory and in-store inventory are managed separately. Partial/full refunds will be issued for items we can not fulfill. We apologize for any inconvenience this may cause. Depending on your credit card provider, you should see this credit within 7 days. Please contact us if you require any more information regarding the refund.
Q: My order was cancelled due to some discrepancies in the personal information I provided, how can I avoid this?
A: To avoid cancellations/delays, please submit matching shipping and billing address upon checkout.
Q: Will I be charged duties and tax?
A: The customer is responsible for all applicable duties and tax charges upon delivery.
Q: The local pickup option is not available, how can I place an order for pickup?
A: The local pickup option is turned off when we release product available for purchase in Canada only. This prevents international buyers from purchasing and keeps the product available for Canadian residents to purchase (the local pickup option is available to international customers despite not residing in Canada). If the option is still disabled, please contact us and we can issue an electronic invoice with local pickup as the delivery method.
Q: Why can't I complete my purchase for Nike/Jordan product?
A: Nike and Jordan product is only available for purchase within Canada.
Q: My order shows a "Delivered" status however I have not received it, how should I proceed?
A: We ask all customers to check with neighbours and/or shared mail drop-off areas in their place of residence. Once you've confirmed your order hasn't been left with a neighbour or shared mail drop-off area, we will contact our representative from the shipping service used and open a ticket/investigation. In the event that the package cannot be found/recovered, we will issue a full refund once confirmed by our service representative.
Q: I just placed my order but can I modify/change my order?
A: If your order hasn’t been shipped, we can modify or change your order. Please contact us immediately via email or you can contact us by emailing firstname.lastname@example.org and we will do our best to accommodate your requests.
Q: I’ve received my order but I need to return/exchange my item(s). What do I do?
A: Item(s) purchased at regular price may be returned for store credit or exchanged for other items within 7 days of delivery of your order. REFUNDS WILL NOT BE ISSUED, please contact us at email@example.com prior to purchasing if you have any questions. All discounted and Launch merchandise purchases are final sale.
Returns/exchanges must be authorized by our web shop team prior to return. Items sent without a Return Authorization number will be refused at the customer’s expense. Shipping fees are not refundable. Please email us at firstname.lastname@example.org before sending your order to receive a Return Authorization number.
To contact our online sales team please email us at email@example.com.