FAQs
1. General Questions
What is the status of my order?
Once you place an order, we’ll send you a confirmation email so you can track its status.
When your order is shipped, we’ll send another email with the expected delivery date and a tracking link (if your delivery method allows it).
You can also check your order status anytime in the “Track Order” section on our website’s homepage.
Can I change my order?
We can only make changes to orders that haven’t been processed for shipping yet.
If your order status is “preparing for shipping,” “shipping,” or “delivered,” we unfortunately cannot edit it.
To request changes, please contact our support team via email as soon as possible.
Where do you ship?
We currently ship to Canada, Australia, and Europe.
2. Payment
What payment methods do you accept?
We accept PayPal and credit card payments for all purchases made on our website.
Which currency will I be charged in?
All transactions are processed in CAD.
If your credit or debit card uses another currency, your bank will apply its own conversion rate when charging you in CAD.
3. Shipping
How long does it take to ship my order?
Once you place your order, it usually takes 24–48 hours to process for delivery.
Our Standard Shipping time is 7–14 working days for the countries covered by our delivery partners. Available shipping options will be shown at checkout.
What if I’m not home when my package arrives?
If you’re not home, your delivery will either be attempted again the next day, or the delivery partner will contact you to schedule a new delivery date (depending on the country and delivery method).
In some cases, your package may be held at your local post office for collection.
4. Returns
Do you accept returns?
Yes, we accept returns under the following conditions:
- The item was purchased on our online store.
- The item has not been used.
- The return or exchange request is made within 28 days of delivery.
- The return is shipped back within 14 days of the return or exchange request.
We cannot accept returns for:
- Items that, by their nature, cannot be returned, deteriorate quickly, or have passed their expiry date.
- Items unsealed after delivery for health protection or hygiene reasons.
- Items that, after delivery, have been inseparably mixed with other products.
To request a return, please contact our support team by email.
Can I exchange an item?
Yes, exchanges are accepted under the same conditions as returns.
When requesting a return, simply mention that you’d like an exchange instead.
We reserve the right to refuse returns or exchanges for items that don’t meet the conditions above.
Are returns free?
Yes, returns are free. Please refer to the return instructions included in your package, or contact our support team by email for assistance.
How long does it take to process a return?
Returns are confirmed within 14 days of receiving your package at our warehouse.
Once accepted, your refund, exchange, or store credit will be issued within 14 days.
5. Other Questions
Do you have physical stores?
No, we currently operate exclusively online and do not have any physical stores.
Is there a warranty?
Yes. We guarantee all products made by us and sold through our online store to be free of defects.
If you receive a defective item, you are eligible for a return or exchange, as long as it meets the conditions outlined in our Returns section.
Please contact us by email if you have a warranty claim, and we’ll guide you through the process.