FAQs (Covid, Shipping Policies, etc)
We are now open daily from 10-5PM & Fridays 10-7PM for walk-ins meaning no appointment is necessary!
Masks and/or face shields are mandatory to enter the store. If you do not wish to wear a mask- please shop with us online! If you arrive at our store during open hours and the door is locked, that simply means we are currently at capacity. We will let you in as soon as we can. Lines are marked outside the store for a line up. Masks must be worn while waiting in line as implemented by new Orange Zone restrictions. Please no food or drink at this time.
You can also shop safely from your home! We offer pick ups in store from 10-5PM and free shipping in Canada on all orders over $100. All options are available at checkout online.
Below are some common questions we have received. Please note that during this difficult time with COVID19, we are working hard to ensure you have the best online shopping experience. If you have a question that we have not addressed below, feel free to contact us. The best way to reach us is via Instagram, Facebook and email at this time. Feel free to call the store as well- we are there from 10-5PM. Our phone number is 226-658-6000.
Q: When can I expect my order to be ready/delivered?
A: Please be patient with us! We are working harder and longer hours then we ever have and are only a team of 6. We are trying to pack orders within 3-4 business days. Most of the time, we will get it out within 48 hours! You will receive an email with more information once we have packed your order. We normally have 2 day expedited shipping within Canada, but this may be delayed due to COVID. We will provide tracking for all orders shipping. Once it has left our store, the best way to find information about your order if it is delayed is via the tracking provided in your email. We ship with generally Canpar or UPS so please note we do not ship to PO boxes. Please check your junk mail prior to contacting us.
***PLEASE PLACE ONLINE ORDERS NO LATER THAN DEC 10TH TO BE GUARANTEED FOR CHRISTMAS***
Q: Can I return something I purchased online?
A: Yes, you are able to return in-store. We just ask you to keep goods in the original packing with tags attached and preferably in the shopping bag we provided. Anything purchased with a discount is always final sale. If you ordered something online and are not happy with it, we can refund it once we receive it back in a sellable condition. Please note return shipping is at the buyer's expense.
If there is an issue with your order or something comes in defected or damaged, we must be contacted within 5 days of receiving your package and we will accommodate you!
Q: I clicked Pick up. When can I pick up my purchase?
A: We offer pick ups daily 10-5PM. If you need it the same day, please place your orders by 2PM and give us a call! Upon picking up during our slotted times, please come to the front door and knock or ring the doorbell if you do not wish to come into the store. We will place your parcel on the porch. You can also call us minutes before and we can run it to your car. Our store phone number is 226-658-6000.
Q: I saw something on your Instagram or Facebook. How do I purchase it?
All new arrivals will be available online! The best way to make a purchase right now is via our website and in-store. If you're uncomfortable making a purchase online, we can do a purchase over the phone via credit card or e-transfer.
Q: You offer Free Shipping over $100 but some items are pick up only?
Unfortunately, due to some sizing and weight restrictions, we are unable to ship our large items. We ship by courier meaning we also cannot ship to PO boxes. If you see something large online you'd like to purchase but can't pick it up right away- no problem! We will happily keep your orders safe until you're able to visit the store.
Q: Something in my order was cancelled. Why is this?
Although we strive to have accurate inventory levels, things do happen! This is a rare occurrence but if something is out of stock or we have a question about your order, we will contact you.
We really appreciate all of the orders and support we have received during this time. Our customers are amazing!