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