FAQ

HOW QUICKLY CAN YOU ANSWER MY QUESTION?

We answer messages and emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 24 hours of receiving a message or email.

 

CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?

Once an order is placed, our warehouse staff can pack and ship your order within 24 hours, so it's not always possible to process address change requests. If you notice an error, please email us ASAP with your name and order # so we can try to make a correction(s) to your package before it departs. There's no guarantee we can make it, especially once it leaves our warehouse, but we'll do everything we can!

 

HOW LONG IS THE PROCESSING PERIOD?

Order processing times are between 1~3 business days after the day you placed your order. Most packages are prepared within 24 hours, but if our warehouse is exceptionally backed up processing times may go up to 3 business days following the day you placed your order.

 

GENERAL SHIPPING INFORMATION:

Our warehouse processes and ships out all orders Mondays - Fridays (excluding major holidays). After placing your order, your package should be shipped out within 1~2 business days after your order is placed, and you will receive an email with the tracking number soon after. Canada Post is our primary carrier for Canadian and U.S customers. Depending on where you live, packages are delivered within 5~25 days from the date of shipment.

 

WILL MY ORDER COME IN ONE PACKAGE?

Depending on the size of your order you may receive separate packages that may possibly arrive 1~2 business days apart.

 

OUT OF STOCK/BACKORDERED ITEMS:

In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out by. If the items are not expected to be restocked within 2 weeks, we will just automatically refund you for those items.

 

ADDRESS CHANGES:

Our warehouse staff are super quick, so if you notice an error please email us ASAP with your name and order number so we can try to catch your package before it departs. There's no guarantee we can change it, especially once it leaves our warehouse, but we'll do everything we can!

 

DO YOU SHIP INTERNATIONALLY?

Yes, you will receive your shipment 5-25 days after the order is shipped. All orders are shipped out within 1 or 2 days.

I RECEIVED A DAMAGED ITEM, WHAT DO I DO?

 Please refer to our return policy page for further details.

 

WHY ISN'T MY TRACKING NUMBER WORKING?

Often, tracking numbers will only function on domestic orders, as foreign postal systems will not update the location of the package in our carriers' systems. International shipping usually takes between 2-4 weeks, so you can estimate that it will take about that long from the time your package ships until you'll receive it. If your order is domestic and the tracking number doesn't work, please let us know so we can make sure that your items were properly shipped.

THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY ORDER?

 Please refer to our return policy page for further details.

WHAT DO I DO IF SOMETHING IS MISSING IN MY ORDER OR IS DAMAGED?

 Please refer to our return policy page for further details.

Was a pleasure to partner with Nankind this mother's day season

Every day, parents with cancer have to choose between their treatment and care for their children. That’s where Nankind comes in. Nankind transforms the cancer experience for families from diagnosis through bereavement. They provide families with free, specialized, in-home childcare, virtual support programs, and a supplemental meal program.  Children are empowered with the tools to understand their parent’s cancer and build resilience with the help of volunteers and their team of Child Life Specialists. 

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