Frequently Asked Questions
Last updated: October 22-2015
I don’t have an account. Can I still make a purchase?
Yes. You can make a purchase as a guest however we do encourage you to register an account. By registering with us your checkout process is simplified on reordering and you are able to access your order history.
Can I order by phone?
Yes. Simply give us a call and one of our sales associates will be happy to serve you.
How do I know if an item is in stock?
The availability is indicated on each product line. If an item is not in stock the lead time will be noted.
What happens if I order an available item that is in fact out of stock?
You will be notified by email with the revised availability at which time you can either accept or cancel the order.
I saw an item in the store but I can’t find it online
The merchandise on our website does vary from our store inventory.
What currency do you use?
All of our pricing is in Canadian dollars.
Are the prices the same online and in store?
We attempt to keep our pricing consistent however there may be at times sales exclusive to only online or in store merchandise.
Do you save billing and shipping information?
If you have a registered account information is stored to simplify the ordering process when you return to the Website.
When will my order be shipped?
Please refer to our Shipping Information
Will I receive all of the merchandise at the same time?
Yes as we will only ship the merchandise when the order is complete.
Do you ship outside of Canada?
Yes. We ship internationally. Please refer to our Shipping Information.
Can you ship to a PO Box?
We cannot ship to a PO Box as a signature is required on delivery.
Are there sales tax and duties on shipments outside of Canada?
International shipments are exempt from Canadian sales taxes. International customers are responsible for the duties and taxes imposed by local governments as well as the brokerage fees incurred to clear the merchandise through customs.
Is a signature required on delivery?
Yes. All deliveries require a signature as proof of receipt.
Can I delay the shipment of my order?
Please refer to the Shipping Information as there are warehousing fees charged for items held past the stated delivery requirements for certain items.
Can I track my order?
If the item is shipped by Canada Post the email notification you receive that the item has been shipped will contain a tracking number. You will be able to track the package at www.canadapost.ca
Can I cancel or modify an online order?
You have 24 hours from the time of placing your order to cancel or make any changes.
What forms of payment do you accept?
We only accept payment through PayPal. You will be able to process your payment with or without a PayPal account. PayPal does accept most major credit cards. Please refer to www.paypal.com for further details.
Why is the item I received not the same color displayed on the Website?
We do our best to accurately display product color however we cannot guarantee that the user’s monitor will display the exact same color.
If my item arrives damaged what do I do?
Please refer to our Return and Exchange Policy
How do I return an item?
Please refer to our Return and Exchange Policy
Can I return an item I purchased online at the store?
Yes. We will accept return of the merchandise in store however the monetary refund will be credited through PayPal.
Can I use an in store credit online?
Presently an in store credit can only be used in store.
Do you offer gift cards online?
Presently gift cards are only offered in store.
Will I be notified of sale and promotion campaigns?
You will receive email notifications if you have registered an account or subscribed to the newsletter
I forgot my password. How do I retrieve it?
It is easy to reset your password. From the main toolbar at the top of the page click on “LOG IN”. You will then have the option to click on “Forgot Your Password?” which will prompt you to enter your email address. Once entered you will then receive a link to reset your password.
How do I modify my account information and mailing list subscription?
From the main toolbar at the top of the page click on “LOG IN”. You will then be prompted to enter your email address and password. Under “ACCOUNT DASHBOARD” the drop box allows you to access:
- My “Account Information” where you change your password
- The “Address Book” where you can add or modify your address
- “My Orders” where you can view your order history
- The “Mailing List” where you can subscribe or unsubscribe to it
Is your website secure?
How do I contact you?
Please refer to the “CONTACT US” tab on the main toolbar.