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FAQs and Help

If your question isn’t answered below, please send us a message. 

 

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    Payment

    Which methods of payment do you accept?

    We accept Visa, MasterCard, American Express, PayPal and Google Pay. 

     

    What currency are your prices in? What currencies are accepted?

    All prices are in CAD (Canadian dollars), and that’s the only currency we’re able to accept.

     

    Are my card details safe? Is the checkout secure?

    Yes, your card details go directly to a secure payment gateway service which processes your payment.

    We never see your card details, and we never store them.

    Our checkout system uses an SSL certificate and employs industry-standard 128-bit encryption. Our store is powered by a Certified Level 1 PCI DSS Compliant host.

     

    I’m trying to pay but it’s not working, what should I do?

    Double-check all the payment information you’ve entered. If the site doesn’t let you process the payment, it’s usually due to one of these reasons:

    1. You’ve entered some incorrect payment information, i.e. entered a wrong digit from your credit card details.

    2. You’ve entered the incorrect billing address, i.e. the postal code isn’t correct.

    3. There’s a billing address mismatch, i.e. the billing address you have on file with your card issuer, is different from what you’ve entered. Please double-check the address you have on file with your bank before proceeding. 

    4. You accidentally chose PayPal. Once you’ve filled out your card information, DO NOT click the PayPal option. Click either ‘Pay Now’ or ‘Use a different billing address’ (if different from your shipping address).



      Resolving Payment Issues (PayPal)


    5. You are using an out-of-date internet browser. Please try again in Google Chrome, Mozilla Firefox, Apple Safari or Microsoft Edge (see all supported browsers).

     

    Please let us know if you’re still having problems processing your payment.

     

    When will my credit card be charged?

    Your credit card will be charged on the same day as your order is placed. We’ll send a payment confirmation to your inbox right after you’ve placed the order. If you haven't received a confirmation, please contact us.

     

    I’m waiting for a refund, when will I receive it?

    If you cancelled an order before we shipped it, we’ll issue a refund immediately.

    If you’ve returned a product to us, you can expect your refund to be issued within 10 business days of us receiving the return package.

    Once we’ve issued the refund, it may take a few more days before the money shows on your card or account.

    If you’ve received a refund confirmation and several days go by but you still don’t see the money on your card or account, please ask your bank or credit card company for help.

    If you’ve done all of this and you still haven’t received your refund, please contact us and we’ll help you figure out the situation. 

     

    How much HST/GST will you charge?

    It depends on which province you live in.

    All sales taxes will be calculated after you’ve entered your shipping address. It will be included in your total order amount.

    You’ll be able to see the complete cost breakdown before you confirm your order.

     

    Fulfillment, Shipping & Delivery 

    Please note that the estimated shipping time you see at checkout isn’t a guaranteed delivery time and doesn’t include the time it takes for our fulfillment team to process the order and get it out the door.

     

    How do I make changes to an order I’ve already placed?

    Please contact us immediately and have your receipt/order number on hand.

    You’re welcome to change or cancel an order as long as it hasn’t been shipped out. We cannot stop or re-route a package that’s been handed over to the shipping carrier.

    Please note that if you refuse delivery of a shipped order, you will be responsible for both the outbound and return shipping costs.

     

    When Will My Order Ship?

    Assuming your product is in stock, you can expect your order to be processed and picked up by our carrier within a business day or two.

    Once the order has been processed, you will receive a tracking number in your inbox, so you can follow the package’s journey to you.

     

    Why is my tracking information missing?

    It usually takes 24 hours or more for the tracking information show up in the tracking tool. So don’t panic if you’ve clicked the link to track your package and the information is missing. It likely just means that the package hasn’t been scanned by the carrier yet.

    If several business days go by without any updates, please let us know.

    If you didn’t receive a tracking number, please check if it landed in your spam box before you get in touch with us.

     

    When will I receive my order?

    Once you’ve received a shipping confirmation and tracking number, it will take at least one, but more often a few, business days until you receive your order.

    The delivery time depends on how far away you are from our fulfillment centre in Oakville, Ontario.

    Please note that the estimated shipping time you see at checkout isn’t a guaranteed delivery time and doesn’t include the time it takes for our fulfillment team to process the order and get it out the door.

    If you are in a rush to receive your order, we do have express shipping options available at checkout.

    We cannot guarantee you’ll receive your order by a certain day, but we can do our best to meet your exceptions. 

    If you're in a rush to receive your order, please get in touch with us and we'll see what we can do to help.

     

    What if the product I want is out of stock?

    If a product is out of stock, we’ll notify you via email. If possible, we’ll let you know an estimated arrival time.

    If more than two weeks have passed and you haven't received a shipping confirmation, please contact us for an update about your order. 

    You’re free to cancel or change your order at any time during the waiting period, as long as the order hasn’t been shipped out. 

     

    What if I never received my order?

    If you haven’t received any confirmation email or other correspondence from us after placing your order, it’s possible we never received your order in the first place, or your order was missed. If this happens, please contact us before placing your order again.

    If your tracking information indicates that the order has been delivered, but you haven’t received it, please double-check that you have the correct shipping address on your order confirmation.

    If the address on your order confirmation is wrong, please contact us.

    If the address is right, please look for the package in these places before contacting us:

    For businesses - Check the mailroom, front desk or security, courier service or 3rd party.

    For apartment buildings - Check your individual box or parcel locker (Canada Post will leave a key in your box). Ask security, the building superintendent or concierge.

    For community mailboxes - Check your box for the package or a parcel locker key.

     

    What if the carrier lost my package?

    We insure all our shipments; in case something would go wrong along the way.

    If your package is lost and you suspect the error was made by the carrier, please get in touch with us so we can submit a claim to get your money back.

    Once they’ve investigated the matter and find that the error was indeed theirs, they’ll issue a shipping refund and you’ll get your money back. 

     

    What if I received the wrong order or something is missing?

    Please double-check your order confirmation email, to see if you happened to make a mistake when you first placed the order. If you missed to add something to your order, feel free to place a new order.

    If you ordered the wrong product, please check our return policy here.

    If you received something else than what you had ordered, please contact us so we can correct the mistake. Make sure to have your receipt/invoice number on hand.

     

    What if the package/product arrived damaged?

    Please get your camera out and document the damages as thoroughly as you can.

    Send us the pictures and a description of the damages, along with your receipt/order number and we’ll submit a claim with the carrier.

    If their investigation shows they mishandled the package, you’ll get your money back.

    If you suspect the product was damaged due to an error made by us or the manufacturer, please contact us directly so we can correct the mistake.

     

    What if I’m just unhappy with the product?

    We want you to be completely happy with the products we provide, that’s why we offer all customers a 30-day return policy.

    We encourage you to try out your product as soon as you receive it, but make sure to keep it in salable condition, in case you realize the product isn’t for you.

    If the product is still in salable condition and it hasn’t been more than 30 days since you received it, please check how to process your return.

     

    What if the product is defective or stops working?

    If the product isn’t working the way you expected it, let us work together to solve the problem!

    We have an experienced team available to help you with product support.

    In most cases, things can be fixed without you having to send in your unit for a return or repair.

    If you're having problems with your product, please send us an email that contains:

    • Your model number
    • Your receipt/order number
    • A description of the issue (as detailed as possible)
    • Pictures or videos showing the issue

    We'll get back to you within one business day. 

      

    Returns

    What is your return policy?

    Please view our full return policy here.

     

    Company

    Where are you located?

    We're in Oakville, Ontario, Canada.  

     

    How do I contact you?

    We’d prefer if you contact us via email, because it makes it easier to track the details of our conversations.

     

    Contact Form

    Couldn't find the answer to your question?

    Send us a message and we'll answer within one business day.