HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer messages and emails in the order in which they are received and respond promptly. We usually reply within 24–48 hours (2 business days).
CAN I CHANGE MY DELIVERY ADDRESS AFTER I HAVE PLACED MY ORDER?
Orders are processed quickly (1–2 business days), so changes cannot be guaranteed. If you notice an error, please email us immediately with your name and order number. We will do our best to update your address before the order is shipped, but once a shipment is created or dispatched, changes are no longer possible.
HOW LONG IS THE PROCESSING TIME?
The processing time for your order is 1–2 business days, depending on current order volume.
OUT OF STOCK/BACKORDER ITEMS
If any of your items are out of stock, we will inform you by email with an estimated restock or shipping date. If the items are not expected to be back in stock within two weeks, we will automatically refund the purchase price for those items.
I HAVE RECEIVED A DAMAGED ITEM, WHAT SHOULD I DO?
We apologize that your shipment did not arrive in perfect condition! Please contact us within 7 days of delivery with your name, order number, and photos of the damaged item(s) so we can arrange a replacement or refund.
HOW CAN I TRACK MY ORDER?
You will receive a shipping confirmation with a tracking link once your order has been dispatched. Please note that tracking updates may take a few days to appear, and in many cases only become visible once your parcel arrives in Canada.
WHY IS MY TRACKING NUMBER NOT WORKING?
It is normal for tracking numbers to show limited or no updates in the first few days. Tracking usually becomes active once the parcel is scanned by the carrier or when it arrives in Canada. If your tracking is still not working after several days, please contact us so we can verify your shipment.
WHAT CAN I DO IF SOMETHING IS MISSING OR DAMAGED FROM MY ORDER?
If an item is missing or arrives damaged, please contact us immediately with your order details so we can resolve the issue. Our return policy allows you to request a return or refund within 14 days from the delivery date.
WHAT CONDITION MUST THE PRODUCTS BE IN TO BE RETURNED?
All products must be returned in the same condition as received: unused, unwashed, and in the original packaging. All original tags, hygiene stickers (where applicable), and packaging must be included.
WHO PAYS THE SHIPPING COSTS?
Return shipping costs are the responsibility of the customer. We recommend using a trackable service. For defective or incorrect items, we will arrange a replacement or refund after verification, but the cost of sending the item back remains the customer’s responsibility.
