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If you have any questions or concerns, please send us a message on weekdays, Monday to Friday, between 10 a.m. and 2 p.m. Due to high contact volumes, responses may take up to 72 hours. We’ll be in touch with you as soon as possible and between 10 a.m. to 3 p.m on Mondays and Fridays, except on weekends and during peak times and holidays. Kindly note that sending multiple emails may send them to the spam folder.

 

 

 

Helpful information

  • Quick answer: Kindly review the comprehensive list of frequently asked questions available here.

Important Notices:

  • Question about your order? Please click here to track
  • Currency and Customs Duties: All prices are quoted in US dollars, and any applicable customs duties are the sole responsibility of the customer. If you prefer to view prices in your local currency, simply access the drop-down menu located in the upper-right corner of the page and make your selection.
  • Product Representation: The products showcased on this site serve as representatives of the merchandise available in our physical stores. It is important to note that prices, styles, and item availability may vary by country.
  • International Shipments: We proudly offer shipping to over 150 countries worldwide.

  • Customs Duties Policy: For orders destined for the United States, it's important to note that customs duties are not imposed on orders valued at less than $800.00 USD. Similarly, for Mexico, orders under $50 USD, Australia, orders under $756 USD, and Canada, orders under $20 CAD (though it's worth noting that these thresholds are subject to potential adjustments), are exempt from customs duties. Additionally, orders dispatched from our local warehouses to local addresses, such as those from European warehouses to European Union destinations or from any other local warehouses to their respective delivery points within the same country, are also free from duty charges. To determine the specific origin of a product and its shipping location, please refer to the product description, or don't hesitate to contact us for more comprehensive information. In the case of smaller items shipped from overseas to destinations within the United States and Canada, we bear the responsibility for covering any associated duties, with the exception of oversized and overweight orders. In these cases, if any import duties are applicable, they will be the responsibility of the recipient. Please be aware that our invoices reflect prices exclusive of duties.
  • Product Information Accuracy: While we make every effort to provide accurate product information, it is sourced from manufacturers, suppliers, and other parties, and has not undergone verification by our team. This encompasses product packaging, materials, and may include varying details such as the product description, country of origin, nutritional information, ingredients, allergens, and other specifics. We strongly recommend that you always review labels, warnings, directions, and any additional information provided with the product prior to use or consumption. For further details about a product, we suggest contacting the manufacturer directly.
  • Intellectual Property Rights: Although our objective is to offer precise product information, it is important to acknowledge that the information is sourced from manufacturers, suppliers, and various other parties and has not undergone our independent verification. In rare instances, this may give rise to copyright complications. However, as a company, we are unequivocally committed to upholding copyright and trademark integrity. Therefore, we have streamlined the process of addressing any such issues for your convenience.
  • Color Accuracy: While we diligently strive to offer accurate product information and display authentic colors, we acknowledge that subtle variations may occur due to differences in monitors. Be assured, we are readily available to assist with any inquiries you may have regarding our products.

Support Policy:

  • Service Hours: Our dedicated Support team is available to assist you from Monday to Friday, operating between 9 AM and 3 PM Pacific Standard Time. Please note that we observe British Columbia statutory holidays.
  • 🕒 Response Time: While we aspire to respond to all ticket requests within 24 hours, please allow up to 1-3 business days for a response, as response times may vary depending on the volume of inquiries..
  • 📧 Follow-Up Etiquette: For efficient support, we kindly request that you refrain from sending follow-up emails until you have received a response from our support team. This ensures a prompt and organized assistance process.

Harassment and Merchant Code of Conduct:

  • 🚫 Inappropriate Behavior: We maintain a strict zero-tolerance policy for inappropriate conduct, including racism, sexism, discriminatory language, offensive remarks, and threats directed towards our staff or contractors.

Your Questions and Concerns:

  • 💬 Your Feedback Matters:  Your feedback is our compass for constant improvement. We invite you to share your thoughts with us as we continuously enhance our services to exceed your expectations.
  • 💌 Contact Us: If you have questions or concerns, please don't hesitate to contact us on weekdays, Monday to Friday, between 10 a.m. and 2 p.m. While we strive to respond promptly, please be aware that responses may take up to 72 hours due to high contact volumes.
  • 📝 Be Specific: To expedite accurate responses, kindly include specific questions along with your information.
  • 🕰️ Important Note: Emails sent after 1 p.m. on Thursdays and over the weekend will be treated as received on Monday, with the day of receipt considered day zero.

For COVID-19 Updates, Ukraine and Israel Conflicts:

  • Safety First: To prioritize the health and safety of our employees, we've temporarily transitioned some of our Support team members to remote work. This may lead to minor response delays. Your understanding during these challenging times is greatly appreciated.
  • Possible shipment delays - Important notice
  • A look at your order: For the most up-to-date information on the status of your shipments, please track your parcels on our website. To access detailed information regarding service interruptions, we suggest visiting the official website of your local post office. We appreciate your continued support and understanding as we work to overcome these challenges.

    Thank you for choosing us, and we look forward to serving you again in the future.

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