Frequently asked questions
When will I get my order?
It takes 7-12 business days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows: Local: 2-5 business days, National: 5-10 business days, International: 10-20 business days. Pickup is available for local residents at the nearest UPS store Monday through Friday 10:00 am-6:00 pm. *Due to Covid-19 fulfillment may take 15-27 business days.
Where will my order ship from?
Our main warehouse is based in Toronto, Canada and products are shipped from our local facility.
How do I track my order?
If your shipping method includes tracking, you’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, Contact Us HERE
What happens if an item I ordered is out of stock?
Occasionally we may experience stock shortages on popular items, this issue can be resolved in a few ways. If you place an order and the product you ordered is out-of-stock we will e-mail you to let you know; in which you can choose to do one of three things, either request a refund for the out-of-stock item, substitute the out-of-stock product you ordered for another item or wait a minimum of 2 weeks for the out-of-stock item to be re-stocked.
How are your products made?
Returns and Refunds
What's your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us HERE.
Do you offer refunds?
At this time we do not offer refunds. However, in the event that you receive the wrong items or damaged items we ask that you get in touch with us at email@example.com with photos of wrong/damaged items and we’ll sort that out for you.
Customs and Taxes
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please contact us at firstname.lastname@example.org within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!