Below, you'll find basic information on the general questions we receive most often - you can also refer to our blog for additional information about the products that we carry.
Have a question that isn't covered here? Send us an email at email@example.com
Where are you located? Where do you ship from?
We are located at in Toronto, Ontario at 41 Horner Avenue Unit 3-B, near the intersection of Horner and Evans avenue, close to the Gardiner Expressway between Islington and Kipling. We have on-site parking available, and are accessible via the TTC and are a short bus ride away from either Royal York or Islington subway stations.
Is it true that you moved?
Yes, it's true! As of July 2nd we officially made the jump over to 41 Horner Avenue - a location better equipped and suited to serving our customers.
What are your hours?
Our store hours are Monday through Friday 9:30am to 6pm, and Saturday 10am to 5pm. We're closed Sundays. Our online store is always open, and any questions can always be sent to us via email at firstname.lastname@example.org
Can I pick up an online order at your retail store location?
Absolutely! If you're interested in picking an online order up, please contact us at email@example.com o confirm in-store availability - we'll be happy to facilitate the pick-up for you.
What is your return process?
Every return we process requires a return authorization number - if you'd like to return or an exchange an item, please send us an email at firstname.lastname@example.org your name, order number, and the reason for the return or exchange.
What if an item arrives damaged or defective?
In the event your order arrives to you defective or damaged, it is important that you contact us as soon as possible! Send us an email at email@example.com within 5 days of receiving your order with your name, order number and pictures of the damage (if possible) - we'll take care to get the issue resolved for you as quickly as possible.
Please note that in sending replacements for defective items or orders damaged in transit we are not able to offer upgraded express or priority shipping options.
Can I return/ exchange an online order at your retail store location?
Certainly! Orders returned in-store do still require a return authorization, so be sure to Send us an email!prior to coming in - this will make sure that everything is organized for when you come in to see us.
Do you ship for free?
Where can I find my tracking number/ I did not receive a tracking number?
Tracking numbers are automatically sent out to the email address associated with your order once your order ships outs - however, these emails can sometimes be filtered into Junk or Spam folders so please be sure to check thoroughly for them. Still can't find your tracking number? Send us an email at firstname.lastname@example.org your order number, and we'll be happy to look it up for you!
Can I get a discount code?
We occasionally offer discount codes and promotions, which can be found in the pop-up window along the right hand of our website. Be sure to take note of the discount code (and its exclusions), and enter it when prompted during the checkout process.
Want some even better deals? Sign up to our mailing list to receive special discounts and weekly sales!
Where do I enter the discount code during checkout?
Under the Payment and Other Information portion of the checkout process there will be a space to enter a discount code or gift certificate code and apply it to your order - this part of the process is found after you enter your billing and shipping information.
I'm receiving an error when I enter my payment information!
If you are receiving an error when entering your payment card information, you will need to call the number located on the back of your card - a representative with your payment card company will be able to assist you.
Have a question we didn't cover above? Send us an email at email@example.com