Customer Support/FAQ's

Our customer support is available Monday to Friday 9am-4pm and can be reached by phone toll free at 1-855-250-7919 or by filling in the contact form to the right of this page. If you require an immediate response we encourage you to contact us directly by phone.

1 FREQUENTLY ASKED QUESTIONS
1.1 I forgot my password to my account?

Please contact us either by filling in the contact form to the right of this page or by calling us directly at 1-855-250-7919 to have your password reset. We will send you an email to reset your password.

1.2 Can I pay in US dollars instead of Canadian Funds?

Yes, if you would prefer to pay in US Funds, during the checkout process please choose the "Pay in USD by US Credit Card Option".  

You will not be required to provide your credit card details and this will place your order in a hold status.  

We will contact you directly to advise the total in US Funds including the shipping charges and complete the payment for your order over the phone using your USD credit card.

1.3 How long until my order ships once I have placed it?

If the item ordered is in stock it will ship the next business day after your payment has been processed.  If the item ordered is not in stock and is backordered we will contact you directly to confirm the shipping date.

 

1.4 Can I chose a different carrier than the ones shown at checkout?

Yes. If you require a faster service or prefer to arrange your own shipping when you place your order online choose the "Phone Order" option during the checkout process.

You are not required to enter payment details. This will place your order in a hold status, we will then contact you to discuss shipping options/charges and to complete the payment of your order at that time.

1.5 Will I receive a tracking number?

Yes, if you have chosen a shipping method that is a tracked service at time of check out you will receive a tracking number via email once your order has been shipped.

1.6 I am in the USA/International are there any additional charges besides the shipping charges?

Yes. The shipping charge is just that, it is only for the actual shipping.  Any clearance fee's, customs or duties, the buyer is responsible for paying at time of delivery.

We use Canada Post service so generally giving the value of most items on our site the clearance fees are minimal and any customs taxes/fees and duties are dependant on your country/state tax laws. 

1.7 What is your return/refund policy?

Please see our General Terms and Conditions page for full details.