Frequently Asked Questions
I live outside of Canada/the US, can I still order?
While we're not currently set up for international orders, we're happy to help our international customers. Shoot us an email at firstname.lastname@example.org and we'll put together an invoice with accurate shipping costs included.
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 shipping, 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.
I was notified my order has been delivered, but I haven't recieved 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 in a communal mail room.
If you still don't receive your package within 24 hours of that notification, let us know at email@example.com and we can start an investigation with CanadaPost.
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.
Once you start the return process we're able to manually create a return label for you, which will be delivered to the email attached to your order when it's ready.
When we recieve your order, we'll process the return.
We also accept returns instore.
How do I do an exchange?
Our exchange process is simple: you return the unwanted item, and then purchase the new one in a seperate order. We pay the return shipping, you pay the new shipping.
Direct exchanges can be done instore.
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.