FAQ / Policies
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. 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 1025A Steeles Avenue West Street location. Orders can be picked up during business hours from 12pm - 9pm 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.
RETURNS/EXCHANGES
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 and we will do our best to accommodate your requests.
Q: How do I return items?
We will accept exchanges/returns for damaged items. All return shipping costs are the responsibility of the buyer.
Damage claims must be accompanied with photographic proof before a return can be initiated.
Contact us with your return/refund inquiry and we will provide a Return Authorization number to mark on the outside of the parcel. Please be sure to mail your parcel back by the post office (regular parcel post is fine). We will not accept any parcels returned any other way. Clearly mark on the outside of the parcel "RETURNED MERCHANDISE + RA Number provided”. Include the copy of the invoice we included for quicker processing times.
WE DO NOT ACCEPT RETURNS on opened or otherwise undamaged products.