Shipping Policy & FAQ
In-Store pick up
At the time of check out you have the option to pick up from our retail location located Here. You must show valid Photo ID when picking up your order and have your order number with you. In-store pick ups will be ready within 1-2 hours after purchase. *COVID-19 Update: Pick up times are Monday through Friday 10:00am to 5:45pm and 10:00am to 5:45pm Saturday & Sunday.
How do I make changes to an order or cancel and order I’ve already placed?
If you need to make changes to your order, please contact us immediately at firstname.lastname@example.org so we can do our best to make the appropriate changes.
Where do you deliver?
Currently we only deliver across CANADA. Please check back in the future should our shipping policy change.
Where do you ship from?
All products will ship from our Retail location in Newmarket, Ontario, Canada .
When will I receive my order?
Please allow 1-3 Business Days for your order to process and ship, we are always doing our best to make sure your order is shipped as quickly as possible. *COVID-19 Update: Please note shipping carriers could be backed up due to higher than normal volume packages being shipped. Please note there could be delays.
What are the shipping options?
We ship via Canada Post, Purolator, & UPS. We suggest choosing what works for you, wether it be the fastest or the most cost effective for you. Please note that shipping costs varies depending on your location and the courier you choose to ship with.
What do I do if I never received my order?
In the unfortunate event that you did not receive your parcel, please reconfirm your order number and tracking and contact us at email@example.com.
Quantity & order adjustments
We reserve the right to limit the quantities of products ordered. This will be a case by case decision and you will be notified of any changes. This pertains to the sale of high demand products. If an order is deemed to be for resale purposes it will also be subject to a potential adjustment or cancellation.
All orders are subject to product availability. If an item is not in stock/over sold at the time you place your order, we will attempt to contact you and remove the cost of the item(s) from your order. If this puts you below the free shipping threshold we will still honour it as this was a mistake on our end.
All orders are taxed according to your Province, Territory or State.
What do I do if I received a damaged order?
In the unfortunate event that the product is damaged during the shipping process, please document the damage with a photo if possible. Please contact us at firstname.lastname@example.org with your order number and a description of the problem.
If the parcel you receive is damaged please document that as well so that we can be reimbursed by the carrier. We will gladly exchange, return or discount any damaged items.
What is the return policy?
New unopened product may be exchanged or refunded within 14 days of delivery (or 14 days as of pickup) as long as it is accompanied by its receipt. There are no refunds on used product as it will be exchange only. You will be responsible for any shipping costs associated with the return.
What do I do if I received a defective item?
If the product you receive is defective please contact us at email@example.com with your order number so we can arrange a replacement for the item.
Oversized orders, special circumstances or remote locations
In certain extraneous cases, additional shipping may be required to be purchased in order to have an order sent. You will be contacted regarding this and should you not wish to pay an agreed upon fee, your order will be fully refunded.
WE RESERVE THE RIGHT TO CANCEL AN ORDER FOR ANY REASON. IF WE DO YOU WILL RECEIVE A FULL REFUND.