Frequently Asked Questions
From our Customers
We regard our FAQ as a way to communicate commonly asked questions by people visiting our site. This way people will be able to get to their intended destination faster by removing knowledge barriers(informational and often trust) that are in place.
Our FAQ is frequently updated based on new data insights.
How long will it take for my product to arrive?
Depending on your area of residence, your product should arrive within 2-6 business days after processing. If your order has not arrived well past these time periods, please provide us with an email including your name and order number; we will provide you with an expected delivery date as well as track your order. Sometimes there may be an error in quantity count, causing a delay in processing the order. In any case, we will work to get your products to you as soon as we can.
When can I expect my backorder?
Your order may already be on its way! We aim to receive a new shipment of products every week. If the back-ordered item is delayed due to the cause of a manufacturing issue, it most likely will take longer. If we can expect delayed delivery, we will be sure to contact you through email.
How can I create an account?
You can select "LOGIN" on the top right-hand corner of the home page. Afterwards, select "CREATE AN ACCOUNT" and fill out the account information required. After pressing save, you're good to go!
How can I change my account information?
You can select "My Account" from the top right-hand corner of the home page. Afterwards, select the "Information" panel located on the left-hand side of the account page. From there, you will be able to change your account settings and information.
My item came damaged or incorrect. What should I do?
Please contact us by email providing your name, order number and postal code, as well as a brief description of the damaged item. We will reship the applicable item as well as make arrangements to pick up the incorrect or damaged item. We may also ask for a picture of the damaged product.
I received my order and I'm missing an item.
Be sure to check the box and packing material completely in order to make sure the item isn't hidden. We check every order before packing, however, we are prone to mistakes. If the item is not to be found, please contact us and we will promptly ship a replacement item at no cost. You may also request for a refund if desired. If you contact us by email including your name and order number, our services will reach out to you as soon as possible.
How can I return an item?
We offer a return policy to our customers within 14 days of the invoice date. Please contact us by email if planning to ship a return. Simply include the order number and the reason for return. Items must be unopened and in the original packaged condition in order to get a full refund. Opened products can not be returned, however, we can accept returns for opened items if the inner products are damaged or defective. We accept returns on all items, as long as they are in the original packaging and are unopened.
When will I receive my refund?
We issue refunds every Friday of the week. We can process a refund after receiving and inspecting the returned item. Refunds will appear in your bank statement 2-3 business days after the refund is approved.
How much is shipping?
We offer free shipping for orders over $49 in Canada and free shipping for orders over $149 in the U.S.A. We charge $6.99 standard shipping and $18.99 express shipping in Canada. We charge $15.99 standard shipping and $24.99 express shipping to the U.S.A. International shipping will charge accordingly.
Do you ship internationally?
Yes, we ship internationally. Orders from Canada and the U.S.A can be ordered normally from our website. Some restrictions apply to orders outside of North America.
What payment methods do you accept?
We accept Mastercard, Visa and PayPal.
