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FAQs

Orders

Im having issues with the website, what should I do?

If you are trying to place an order and you get an error message, please contact our customer’s service team immediately here:)

Can I use more than 1 promo code on an order?

We only accept one promo code per order.

How long is the processing time?

1 to 5 business days. Please note that during sales or promotions, process time may be longer than expected.

The process time of 5 business days for my order has passed, where is my order?

If you ordered during a sales event (Black Friday, Kind Days, etc.) or during the Holidays, know that our small team remains the same and works hard to prepare your order quickly, but that a higher volume of orders can exceptionally lengthen processing times. Thank you for your understanding :)

How do I know if my order was placed?

You will get an email confirming your order with an order number. You will also receive another email when your order has been shipped with the tracking number.

I did not receive an order confirmation or a shipping tracking number, what do I do?

Please contact us here to confirm your order was placed.

How do I track my order?

Once we’ve shipped your order, you will receive an email with the tracking and shipping information.

My order never arrived, what should I do?

Please contact us here immediately.

Shipping

What are the shipping fees?

At checkout, you can choose between regular shipping or Canada Post Expedited Parcel. Regular shipping fees are calculated at checkout, depending on the size of the package and the shipping destination. We offer a flat shipping rate for remote areas. Canada Post Expedited Parcel shipping fees are also calculated at checkout, depending on the size of the package and the shipping destination.

What countries do you ship to?

At this time, we only ship to Canadian and US addresses.

What is the minimum order value to get free shipping?

Free shipping is automatically applied to every $100+ orders (before taxes, after discount).

How long will it take to receive my order?

Standard shipping normally takes 3-5 days. Next day shipping is available on all domestic orders (for an additional charge). USA shipping times depend on the products and destination (estimated at checkout).

I made a mistake on my shipping address, what do I do?

Please contact us at here, we will be happy to help.

Returns and Refunds

The product I received is damaged, what should I do?

Please contact us at here with a photo of the damaged product, we will be happy to help.

How do I return a product?

Items must be returned within 30 days after receiving your order. Items must be returned in the same condition in which they were received and include all the original packaging.

How long will it take to receive my refund?

Refunds are processed within 7 days from when we receive the item(s).

What is your return policy?

We do not accept any exchange or refund on our products, unless it is damaged.

IMPORTANT NOTE: If your product was purchased from one of our points of sale (distributors), please contact the point of sale directly.

If your product was purchased from our online store, please communicate with us by email only. Employees of our Montreal store will not be able to make a return for merchandise purchased online.

What is Minimum Order for Free Shipping?

We offer free shipping on orders 100$ CAD and over!