Frequently Asked Questions
How do I do a return?
If you have an account, you can start a return through your order summary page - otherwise, you can start one HERE.
When we receive your order, we'll process the return.
We also accept returns in-store.
How do I do an exchange?
Exchanges work simply as a return and a new purchase. Please follow the return instructions, then purchase the new items.
Direct exchanges can be done in-store.
My order hasn't arrived yet, where is it?
Tracking comes standard with Canadian orders - check your shipping notification email for your tracking number. That will give you the most up-to-date information about your order.
Standard shipping for American orders is Small Packet Air, which does not include tracking, but generally takes about 5-12 business days to arrive.
If you want to track an order headed to the US, please select Xpress Shipping at check out.
Due to COVID-19, Canada Post is experiencing higher than normal demand and therefore shipping times may be delayed.
I was notified my order has been delivered, but I haven't received it yet. What's happening?
That notification is triggered by CanadaPost scanning your order as delivered - usually, the culprit is a preemptively scanned package. For orders being delivered to an office or apartment, check in with the concierge, front desk or communal mail room.
If you still don't receive your package within 24 hours of that notification, let us know at firstname.lastname@example.org and we can start an investigation with CanadaPost.
I got a refund notification, but the money hasn't appeared in my account. Why not?
Once we refund you, it's in your bank's hands. Most orders take 1-2 business days to process, but your account or card type can delay this.
If you think your refund is taking longer than usual, please contact your bank directly.
I live outside of Canada/the US, can I still order?
We are not currently set up to ship outside Canada and the USA.