Fix issues with promotions
Discounts, Promotions & Checkout Support
Promotion & Promo Code Help
Use this guide to understand how promo codes work, why a discount may not apply, what happens after an order is cancelled or returned, and how to resolve common checkout errors.
Before payment Apply the code before checkout is completed
One offer Unless promotion terms allow stacking
Price paid Eligible refunds reflect the discounted amount
No direct exchange Return and reorder when eligible
1
How to Apply a Promo Code
Enter the code before submitting payment and confirm that the discount appears in the order summary.
1
Add Eligible Products
Add the intended items and quantities to your shopping cart.
2
Open the Promo Code Field
At checkout, locate the discount, promotional, or gift-code field.
3
Enter and Apply the Code
Type or paste the code carefully, then select Apply.
4
Confirm the Discount
Review the order summary and confirm that the expected discount appears before completing payment.
Some promotions require account sign-in, a specific customer account, or use of the promotional email link. Follow the terms supplied with the offer. If checkout refreshes after an address, shipping, email, or payment change, verify that the code is still applied.
2
Promo Codes Received by Email
Email offers may apply automatically or require manual entry.
Automatic Application
Select the offer link, add eligible products, and review the checkout summary. The discount may appear automatically when the offer is tied to the link or customer account.
Manual Application
When a code is shown in the email, enter it in the checkout discount field and select Apply.
Promotional links and codes may be personal, single-use, account-specific, region-specific, product-specific, or subject to an expiry date.
3
Why a Promo Code May Not Work
Review the offer terms and checkout details before trying again.
Code or Promotion Restrictions
- The code has expired
- The code was entered incorrectly
- The code is single-use and has already been redeemed
- The promotion is limited to a region or customer account
- The offer requires a minimum order amount
- The promotion excludes selected products or categories
Cart or Checkout Restrictions
- The cart contains ineligible items
- Another discount is already applied
- The shipping destination is not eligible
- The account region does not match the promotion
- The selected variant or quantity is excluded
- The checkout refreshed and removed the code
4
Common Promo Code Messages
Error wording may vary, but these are the usual meanings.
“The code you entered has expired.”
The offer period has ended. Review the original promotion terms for the stated expiry date.
“Invalid code” or “Code does not exist.”
Re-enter the code carefully without additional spaces and confirm that letters, numbers, and symbols are correct.
“This code cannot be applied to this item.”
One or more products, variants, quantities, or categories in the cart are not eligible for the promotion.
“This promotion is not available in your region.”
The offer is restricted by shipping destination, customer account, or market.
“This code cannot be combined with another discount.”
Remove the existing offer or choose the promotion that provides the preferred eligible discount.
“Error applying code. Refresh and try again.”
Confirm the shipping destination and method, refresh checkout, then re-enter the code. Verify the discount before payment.
5
Cancelled Orders & Promo Codes
Cancellation does not automatically restore or replace a promotion.
Reusing the Original Code
A code may work on a new order only when it remains valid, unused, eligible, and permitted by the promotion terms.
Replacement Codes
A replacement code is not automatic. When one is issued, it must be used within the validity period and under the terms stated in the replacement message.
A discontinued product, changed price, expired offer, depleted inventory, or single-use promotion may prevent the original discount from being restored after cancellation.
6
When the Discount Was Not Applied
Promo codes cannot normally be added after checkout is completed.
Before payment, review the checkout total and confirm that the discount is visible. Completing payment confirms the price shown in the final order summary.
If the code was not applied, we do not automatically issue a retroactive price adjustment. Where the product qualifies under the Returns & Exchanges Framework , you may submit an eligible return request and place a separate new order at the price and promotion then available.
7
Returns for Promo Purchases
Return eligibility is based on the item and applicable return terms, not solely on whether a promotion was used.
Eligible Refund Amount
An approved refund reflects the amount actually paid for the eligible returned item after the promotion or discount was applied.
Promo Code Restoration
A used promo code, promotional value, or free-item benefit is not automatically restored, reactivated, or reissued after a return.
Return shipping, original shipping, restocking, handling, customs, or other non-refundable costs may apply where stated in the applicable return terms.
8
Size, Colour or Variant Changes
Direct exchanges are not offered.
1
Check Return Eligibility
Confirm that the original product qualifies for return and submit the request within the applicable return period.
2
Return the Original Item
Follow the approved return instructions and condition requirements.
3
Place a Separate New Order
Order the preferred size, colour, or variant at the current price and under any promotion available at that time.
Product-page options reflect current availability. A colour, size, or variant that is not displayed may be unavailable, discontinued, or excluded from the promotion.
9
Contacting Support
Include complete information so the promotion can be reviewed efficiently.
Include These Details
- Promo code
- Promotion email or offer link
- Product names and variants
- Shipping country or region
- Screenshot of the error or checkout summary
- Order number, if payment was completed
Support Hours & Response Time
Mondays and Fridays:
10:00 a.m.–3:00 p.m. Pacific Time
Tuesdays through Thursdays:
10:00 a.m.–2:00 p.m. Pacific Time
Closed on weekends and observed British Columbia statutory holidays. Please allow up to 72 hours during periods of high contact volume.
Do not send complete payment-card information, banking passwords, or one-time verification codes. Avoid duplicate requests while awaiting a response.
Still Need Help With a Promotion?
Send one complete request with the promo code, offer terms, product details, shipping region, and a screenshot of the issue.