Shipping & Exchanges
We strive to ship your online order within 3-5 business days of receiving it (this excludes holidays and weekends). If we have a sale or promotion, our turnaround time during these periods can be up to 7 business days. If you have any questions about shipping times please don’t hesitate to get in touch - email@example.com.
Once your order has shipped, you will receive a shipping confirmation by email with your tracking number. Please note that it may take up to 24 hours for your tracking information to be uploaded. If you don’t receive this email, please check your spam or junk folder (it’s usually in there). If you have any questions about your order, please don’t hesitate to reach out to firstname.lastname@example.org .
We ship via UPS and orders typically arrive within 2-8 business days depending on the shipping method selected and address location. We offer complimentary shipping on all orders over $75 (pre-tax, after discount). Orders under $75 are subject to a flat rate shipping fee based on your location.
We also offer 'Skip the Line' - Express shipping through UPS. Skip the line orders are shipped out from our warehouse facility within 1-2 business days of order receipt and typically take 1-2 business days to arrive, depending on the delivery address. Generally Skip the Line orders arrive within 4-5 business days of being received.
Shipping within Canada
Skip the line - Express
|Under $75 in Ontario & Quebec||$15|
|Under $75 in all other provinces||$17|
|Over $75 in Ontario & Quebec||$10|
Over $75 in all other provinces
|Shipping within Canada||Expedited Shipping|
|Under $75 (ON & QC)||$10|
Under $75 (All other Provinces & Territories)
(Please note: if your Skip The Line order is placed after noon EST, it will be shipped out the following business day).
For orders being shipped to P.O. boxes and remote locations, they will be shipped via Canada Post. Please allow additional time for them to reach these addresses. Due to the shipping costs of these locations, your package may not be eligible for Skip the Line. If that is the case we will reach out via email and refund your shipping fee accordingly.
UPS My Choice® allows you to receive updates on when packages are shipped and update you the day before and the day of delivery. If the estimated dates don't fit your schedule, UPS My Choice® gives you options to choose from like:
- Reschedule delivery for another day
- Hold for pickup at a UPS Access Point™ location
- Re-route to another address
- Authorize a driver release, where available
You can sign up on the UPS website here.
If for whatever reason you are not happy with your purchase, we will gladly authorize an exchange or provide an online credit once we receive the item(s) back. Please note exchange requests must be made within 30 days of receiving your online order. We do not provide refunds.
To do an exchange, please send an email to email@example.com and include your invoice number and the reason for your exchange request. We'll get back to you within 48 business hours confirming the exchange and instructions on how to proceed. Please note we do not provide return shipping labels, you are responsible for the cost of mailing the items back to us but we will cover the cost to ship out replacement items in the case of an exchange.
You can also exchange items purchased online at our two Toronto store locations.
If you would like to return an item but do not want to do an exchange, we will issue you an online store credit once we receive the item(s) back. This credit will be valid online only and will never expire.
All items returned must be in re-saleable condition (unworn, unwashed) with the tags attached and the original packing slip/receipt.
CHANGING OR CANCELLING AN ORDER:
To make a change or cancel an order, you have up to 3 hours to get in touch from the time you complete the checkout process. We will do our best to accommodate any changes, however if your request is made outside of the 3-hour window, the original order will be processed and shipped. Please email firstname.lastname@example.org for any questions or concerns.
We stand behind all of our products. If you find that an item you have purchased online is damaged, please let us know as soon as possible and we’d be more than happy to replace the item for you. If you have a damaged item from a recent purchase, please send an email to email@example.com with a description of the damage (ideally with a photo attached if possible) and your invoice number.
Once UPS picks up our packages, it is then their responsibility for lost and/or misplaced packages. But we’re here to help! We can launch an investigation with UPS. (Please note these investigations take up to 5 business days to be settled.) It is imperative for Canada Post to reach out to the customer to conclude these investigations and kindly ask for your cooperation.
We have processes in place to avoid inventory issues and ensure our online merchandise is always accurate. However, in the rare case that an item(s) becomes unavailable during fulfillment, we will contact you within 24 hours to offer a replacement or issue a refund. Any replacement item requested from our brick and mortar stores will delay your shipment by 2-3 days. Please note, due to the volume of orders we typically receive during a promotion or sale period, a replacement item may not be available or offered. Instead, we will notify you that a refund will be issued for the unavailable item(s).