Order and Shipping Issue Guide
Order Help & Resolution Guide
Order Troubleshooting & Support
Use this guide to understand common order, payment, delivery, damage, tracking, and return issues. Following the steps below helps us review your request accurately and identify the most appropriate available next step.
60 minutes
Cancellation or order-change request
90 minutes
Shipping-upgrade request
24 hours
Delivery issue reporting
14 days
Eligible return request
1
Shipping & Delivery
Understand common delays, tracking behaviour, and delivery expectations.
Why Orders May Be Delayed
- High-volume periods or promotional events
- Severe weather or regional service disruption
- Customs inspections or import-document review
- Postal, carrier, or labour disruption
- Incomplete or undeliverable address information
- Payment verification or fraud-prevention review
Tracking & Updates
- Review your account order history for the latest available order status.
- Use the tracking link in your shipping-confirmation email or enter the tracking number through our tracking page.
- A temporary pause between tracking scans is normal during international transit, customs review, or carrier handoff.
Express Shipping: An upgrade must be requested within 90 minutes of placing the order and is subject to availability, approval, and payment of any additional shipping charge. Delivery estimates are not guaranteed appointments, and shipping charges are not automatically refundable solely because delivery occurs later than an estimate.
2
Cancelled Orders
Learn why an order may be cancelled and what happens next.
Orders may be cancelled because of payment failure, inventory changes, an undeliverable address, suspected fraud, verification requirements, or another processing issue.
Payment Authorizations
If payment was not completed, you will not be charged a final captured amount. A bank may still display a temporary pending authorization. Release timing is controlled by the bank or payment provider.
Placing a New Order
Correct the payment, billing, or delivery information before placing a new order. Product availability and pricing may change before the replacement order is submitted.
Requests to cancel or correct an address, product, size, colour, variant, or quantity must be submitted within 60 minutes of placing the order. Requests are subject to the order’s processing status and are not guaranteed until confirmed by us.
3
Damaged, Incorrect or Incomplete Orders
Prompt documentation helps us review the issue properly.
1
Preserve the Packaging
Keep the product, shipping box, internal packaging, labels, and carrier documentation until the review is complete.
2
Photograph the Issue
Take clear photographs of the product, the affected area, the outer parcel, internal protection, shipping label, and all items received.
3
Report Within 24 Hours
Report transit damage, a materially defective product, an incorrect item, or missing essential components no later than 24 hours of the carrier’s documented delivery scan .
4
Wait for Review Instructions
We will review the documentation and advise whether further photographs, carrier records, return authorization, repair, replacement, store credit, refund, or another appropriate resolution is available.
Do not discard, repair, alter, clean, assemble, continue using, or return the affected item until instructions are provided. Doing so may limit our ability to verify the issue or offer a resolution.
4
Tracking Shows “Delivered,” but the Parcel Is Missing
Act promptly while delivery information is still available.
Check the Delivery Area
- Front, side, rear, or garage entrance
- Mailroom, parcel locker, lobby, or concierge
- Household members, neighbours, or building staff
- Carrier photograph or delivery-location notes
Contact the Carrier
Request the delivery location, GPS or scan information where available, driver notes, and a trace or investigation number.
Then contact us with your order number, tracking number, delivery address, and the carrier’s response.
Report a missing delivered parcel to us within 24 hours of the documented delivery scan. Delayed reporting may limit the carrier records or remedies available for investigation.
5
Payment & Promotional-Code Issues
Review the payment details before attempting checkout again.
Payment Declined
- Confirm the card number, expiry date, and security code.
- Match the billing address to the card issuer’s records.
- Complete any 3-D Secure or banking-app approval.
- Ask the bank about international or high-value blocks.
- Use the payment-update link before it expires, if supplied.
Promotional Codes
- Apply the code before completing checkout.
- Confirm the code has not expired.
- Check product, region, account, and minimum-order limits.
- Only one promotion may apply when offers cannot be combined.
We cannot guarantee that an expired payment link, discontinued product, changed price, or expired promotional code can be restored after an order is cancelled.
6
Returns & Exchanges
Review eligibility before sending any product back.
Eligible Return Requests
Submit the return request within 14 days, subject to the product’s eligibility, condition requirements, exclusions, and the full Returns & Exchanges Framework.
No Direct Exchanges
To change a size, colour, product, or variant, submit an eligible return request and place a separate new order for the preferred item.
Refunds are based on the amount actually paid for the eligible returned item. Original discounts, promotional codes, shipping charges, customs costs, and non-recoverable fees may not be refundable or reissued.
Review the complete Returns & Exchanges Framework before submitting a request.
7
Contacting Support
One complete message helps us review your case efficiently.
Include These Details
- Order number
- Customer name and delivery address
- Product name and variant
- Tracking number where applicable
- Clear explanation of the requested assistance
- Photographs or supporting documents where relevant
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. Avoid duplicate requests while awaiting a response.
Do not reply to automated order, payment, pickup, or shipping notifications. Those mailboxes are not monitored for customer service requests. Use our official contact form or website live chat for direct support.
Still Need Help?
Send one complete request with your order number, the specific issue, and any relevant photographs, tracking records, or supporting documents.