Frequently asked questions
How do I place an order?
Do you issue refunds/ exchanges?
If you believe that you have a defective product please contact us within 48 hours of receiving the product and provide proof of the defect via image or video. Please note that we only issue refunds in the form of points (store credit).
How do I get in contact with a customer representative?
Can I cancel, edit or add to my order?
Yes, If you want to edit or add to your order, you’ll need to create a new order with us. We will then go ahead and cancel the old order (if it is has not been paid for already). Email us at firstname.lastname@example.org with your order number that you want cancelled.
How much are shipping fees?
On orders below $199, we charge $15 for shipping. For any order over $150 (after discounts), the shipping is free. We ship our orders via Canada Post : Xpress Post, and we provide a tracking number to you by email once the order has shipped. If you live in a remote area, your order may take a few extra days to reach you.
What types of payments do you accept?
We accept Interac E-transfers as this is a safe payment method. If you bank with Canadian credit unions or regular banks, then these are easy to do online with your institution. We will send you an invoice by email once you place an order. All of the payment information that you require to make an E-transfer will be found on your invoice.
How do I send an Interact E Transfer
What happens once my payment is sent to you?
What happens to my order If I don't send you a payment?
Once the order is placed, the next step is to send your payment to us. We keep the order on hold until the payment is received. If there’s no payment after two days, then the order is cancelled.
Is my package shipped safely and discreetly?
Yes. We ensure that your order is packaged with care and vacuumed sealed. This protects your purchase and your privacy. We use mailers which are secure and discreet.
Can I order outside of Canada?
We’re sorry! Unfortunately, we can only ship within Canada.
The tracking by the shipping company says "Delivered Successfully", but I haven't recieved my package?
My tracking hasn't updated in several days. Whats wrong?
In many cases the tracking isn’t updated due to a missing scan, which is a common occurrence for shipping companies. If your tracker is not updating, and the package is not delivered within 5 business days of shipment, please contact us and we will do a trace with the shipping company.
Why doesn't the tracking number I recieve from you work?
We may email you the tracking number before the package arrives at the Post Office. The tracking number won’t show up as traceable on the shipping companies site until the package is physically scanned in at the first destination. In most cases trackers will be updated by the end of the business day.