New Order Status

If your tracking information shows that your package was delivered, but you can’t find it:

  • First, verify your shipping address, to do this, locate your tracking number in your shipping confirmation email or log into your account and check your order history.
  • If your order was marked as “delivered” please wait 48 hours – sometimes delivered packages may say delivered up to 48 hours before arrival.
  • Look for a notice of attempted delivery.
  • Look around the delivery location for your package.
  • Check to see if someone else accepted the delivery like a neighbor or another household member unless you have health or safety concerns.
  • Some packages travel through multiple carriers; check your mailbox or wherever else you receive packages.
  • If you still can not locate your package please reach out to the carrier.

On occasion, packages are returned to us as undeliverable. When the carrier returns an undeliverable package, you will be issued a full refund (including shipping charges).

Orders that are returned to our warehouse as undeliverable are not able to be re-shipped. If you would still like to purchase undeliverable items, you are welcome to place a new order on our website.
If you suspect your order cannot be delivered as addressed and you have not received confirmation of its return or refund after 4 weeks from the estimated delivery date, please contact us.

Find out whether your order has been processed, shipped or delivered by entering your order number and the postal code from your billing address in our order status form . You can also check order status when you log into your account and review your order history. We’ll also send you emails every step of the way to confirm the purchase of your order and notify you when it has been shipped and delivered.

Don’t worry! Your items are on their way, but coming in separate packages. Some of the items in your order may have been shipped from one of our stores or directly from the brand or manufacturer rather than our distribution centre. When this is the case, these items will arrive in separate packages. You’ll receive a shipment confirmation email for each package including tracking information. You won’t be charged any additional shipping fees.

While we aim to ship all orders on the day they’re placed, there may be delays if we require extra time to review an order or if the items are coming from one or our stores or directly from the brand or manufacturer instead of our distribution centre. Every order is subject to a careful review process to ensure we’re protecting both our customers and our business from fraudulent activity. If we need to investigate discrepancies in an order or site traffic is higher than usual, this review process may take longer.

Unfortunately, once an order has been placed, it cannot be cancelled or changed because we begin processing it immediately.

Unfortunately, once an order has been placed, it cannot be cancelled or changed because we begin processing it immediately.

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My order was cancelled, so why am I still seeing a charge on my card?
 
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After you place an order, we authorize your credit card to make sure sufficient credit is available. Due to this, a hold is placed on funds equal to the purchase amount. If your order ends up being cancelled, the hold will be removed after 3 business days.
 
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What do I do if I’ve received damaged items or items I didn’t order?
 
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While we always strive for 100% accuracy and quality assurance with every order, there may be occasional errors, and we apologize for any inconvenience this may cause. If you’ve received an item you didn’t order or find that the items you received aren’t in perfect condition, please contact us and we’ll assist you in making sure you receive proper compensation.
 
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Why was my order or part of my order cancelled?
 
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Unfortunately, due to discrepancies in inventory that may happen from time to time, we may not be able to fulfill your order or one or more of the items included in it. We apologize for any inconvenience this may cause. In these cases, we’ll email you to let you know that we’ve cancelled your order or were unable to ship the specific item(s) in it. Your account won’t be charged, but if it is due to an error, we’ll credit you back your purchase amount.
 
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When your order ships, you will receive one or more emails with the tracking number(s) for your package(s). You can also find tracking numbers in your order history when you log into your account
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When will I receive my order?

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Packages will arrive based on the shipping method you chose at checkout.

SHIPPING METHOD DELIVERY TIME (pending order is placed by 1 PM ET)
Standard shipping 1-7 business days
Express shipping 1-3 business days
Next-day shipping 1 business day

Please allow extra time for deliveries to non-major urban centres (locations without a Canada Post processing facility) as well as northern regions and remote areas. Shipping times may also be impacted by weather conditions.

Note that some of the items in your order may be shipped from one of our stores or directly from the brand or manufacturer rather than our distribution centre. When this is the case, these items will arrive in separate packages. You’ll receive a shipment confirmation email for each package including tracking information. You won’t be charged any additional shipping fees.