FAQ

DO I HAVE AN ACCOUNT TO ORDER?

No, you can also order as a guest. But, there are advantages to having an account with us:

Fast ordering process
Easily view the status and history of your orders
Receive updates detailing our new products and special promotions

WHAT TO DO IF I FORGOT MY PASSWORD?

On the login page, click on "Forgot password" and you will be redirected to a page where you can create a new password.

WHAT TO DO IF I ENTERED THE WRONG EMAIL ADDRESS?

Please contact us so that we can change your email address. We may change your email address, name and address, but we cannot change your order.

ARE THERE ANY EXCHANGE RATES?

All of our transactions are based in CAD. If your credit card is based in another currency, your order total will be calculated based on the daily exchange rate from the date your card issuer processes the transaction.

WHAT ARE THE PAYMENT METHODS YOU ACCEPT?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments or cash on delivery.

HOW SAFE IS MY ONLINE ORDER??

When you buy online by credit card, all of your information is entered into a web page secured by SSL protocol. Your information is then encrypted by SSL protocol and sent directly to our credit card provider's network, where your card and transaction are authorized and approved. Your credit card information is not stored on our servers.

HOW CAN I CHANGE OR CANCEL MY ORDER?

We reserve the right, at any time after receipt of the order, to accept or reject the order, or any part thereof, in our sole discretion, even after the customer has received an order confirmation or after. that the credit card has been authorized. If the credit card has already been authorized for purchase and the order is canceled, we will issue a credit to the original payment method.

Any cancellations made after an order has been placed will be subject to a $ 2.5 cancellation fee regardless of when the order was placed (even if it's just one second later), as the order processing merchant or credit card charges us a cancellation fee.

Please note that any order that has already been packed or shipped cannot be canceled.

HOW CAN I DEFINE MY DELIVERY ADDRESS?

As our website and service is English-based, all information you enter must be in English, including punctuation. If some letters in your address contain non-English letters, you are advised to use similar English letters instead. For example, you can change the letter "" to "c"..

CAN I CHANGE MY DELIVERY ADDRESS AFTER PLACING AN ORDER?

We inform you that your delivery address cannot be changed after the order has been processed or shipped. Please update your shipping address to your residential address rather than your business address, as we are not sure how long the customs department in the destination country will keep the package on hold.

WHEN WILL MY ORDER ARRIVE?

The delivery time depends on the shipping option you have chosen. After the order has been shipped, we will email you the tracking information the next day, as this information is usually available 24 hours after the order has been shipped. We are not responsible for delays caused by the customs department in your country.

HOW CAN I TRACK MY ORDER?

We will email you the tracking information as soon as your order has been shipped. Usually, you will receive the tracking number one day after we have shipped your order.

You can track your order here.

CAN I USE MULTIPLE DISCOUNT CODES IN ONE ORDER?

Promotion and discount codes cannot be used in conjunction with other promotions and discounts, unless otherwise specified.

WHAT SHOULD I DO IF ANY ITEMS ARE MISSING IN MY ORDER?

If anything is still missing, please contact us immediately.

WHEN WILL MY ORDER BE PROCESSED??

All orders are processed and shipped ASAP. Please allow extra time for your order to be processed during holidays and sales periods.

We process orders between Monday and Friday. Orders will be processed within 2-3 business days from the date of the order and shipped the day after the processing day. Please note that we do not ship on weekends.

Please contact us if you do not receive a tracking confirmation after 5 business days from the day you made your payment.

WILL I BE CHARGED FOR CUSTOMS AND TAXES??

The prices displayed on our site are exclusive of tax in CAD, which means that you may be required to pay duties and taxes once you have received your order.

Import taxes, duties, and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office.

Payment of these charges and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For details of the charges, please contact your local customs office.

HOW CAN I RETURN AN ITEM?

If you are not satisfied with your purchase and would like to return an item, please contact us within 30 days of the receipt of your order. Please indicate your order number and the reason for your return. Our customer service team will review the return request and send you further instructions if the return is approved.

For a list of final sale items, please see our Return Policy. All returns must be in their original condition, with undamaged packaging.

WHAT HAPPENS IF THE ITEM (S) I RECEIVED ARE DEFECTIVE / INCORRECT / DAMAGED?

Please contact us within 7 days of receiving your order if you have received incorrect, missing and / or defective merchandise. Please indicate your order number, photos of the item (s) and all corresponding references upon receipt of your package. We will do our best to resolve your case as soon as possible.

HOW LONG DOES THE RETURN PROCEDURE TAKE??

It may take up to 14 business days to process returns from the day we receive your return. We will send you a confirmation email once your return has been processed.

WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original payment method. If you paid by credit or debit card, refunds will be sent to the card issuing bank within 7-10 business days of receipt of the returned item or request for cancellation. Please contact the card issuing bank to find out when the credit will be charged to your account.

If you haven't yet received credit for your return, here's what to do: Contact the bank or credit card company. It may take some time for the refund to be posted to your account.