Q: I just placed my order, when will it be shipped? Will I receive tracking information?
A: Orders are shipped Tuesdays and Thursdays for Expedited service. DHL Express and Xpresspost service will be processed the same day/following business day. Once your order has been processed, you will receive an email confirming your order and package tracking number.
Q: I selected In-store Pick Up, when will my order be ready?
A: In-store Pick Up orders are usually available the same or following business day if the item is in stock. An email confirmation will be sent out notifying you that your item is in stock and your order is ready for pick up at our 819 Queen Street location. Orders can be picked up during business hours from 12pm-7pm EST. The credit card holder’s valid driver’s license or government photo ID and credit card used for the transaction is required at pick up to release the goods. No exceptions.
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.
Q: My order was refunded, when will I see this credit?
A: Depending on your credit card company, 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: Please make sure that the proper information is provided while placing your order including full name and billing address that is on file with your credit card company. Providing the same billing and shipping address will shorten the processing times.
Q: Are you able to declare my order below the purchase price or as a gift?
A: All orders are insured for the full purchase price. We are unable to mark orders as gifts.
Q: Will I be charged duties and tax?
A: The customer is responsible for all applicable duties and tax charges upon delivery.
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 telephone during business hours (12-7pm EST) at (416) 202-8777 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 / exchanged within 7 days of receipt of your order. All sale price 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 web sales team please email us at email@example.com or call us at (416) 202-8777.