常见问题

There are two ways, and which one suits you depends on how you buy.

• Checkout — add products from the catalogue to your cart and pay. Your order is invoiced immediately at the prices on the site.
• Request a quote — build the same cart and ask us to price it instead. We reply with an offer you can accept or decline. This is the wholesale path.

There is no minimum for the shop as a whole. Individual products can set their own minimum order quantity, which is shown on the product before you add it.

Message us on the order's conversation thread and we will do what we can. Before payment an offer can be revised or cancelled. Once a payment exists the order is fixed, and the way back is a refund rather than an edit.

Per sellable unit — a pair, a set, a single piece — and never per item. Where one unit holds several items the product says so, for example Silk Scrunchies (set of 3). Adding 1 to your cart adds one set of 3.

Some products have a minimum order quantity. You can order none, or at least the minimum — never a number in between. Stepping below the minimum removes the line from your cart rather than leaving a quantity we cannot fulfil.

That product is priced on request, usually because the price moves with quantity or with what the supplier is charging that week. You cannot check out with it directly — add it to your cart and request a quote, and we will price it for you.

A set of products sold together as one line at one price. See all bundles.

Orders of CAD $99 or more of goods, before tax, ship free. Below that there is a flat CAD $20 shipping charge. Amounts are Canadian dollars — if you are viewing the site in another currency, the threshold is still measured in CAD.

The threshold is measured on what you actually pay for goods, after the code comes off. So a code can take an order back under CAD $99 and shipping is charged again. It is the usual reading of “orders over CAD $99”, but it does surprise people, so the cart shows the shipping line updating as you go.

No. On a quoted order we price shipping by hand as part of the offer, because pallet and bulk freight does not fit a flat rate. The shipping figure is shown on the offer before you accept it.

Some products we hold in our own Ontario warehouse and pack ourselves. Others are ordered in for you when you buy, and reach you from where they are made. Each product page says which. The carrier is chosen per parcel, which is why it can differ between two orders.

As soon as an order is dispatched we record the carrier and tracking number, and you get a notification with a link to follow it. It is also on the order itself under your orders.

Every product page states one of two delivery windows: 1-3 business days for what we hold in our own warehouse, or 2-4 weeks for anything ordered in for you. Those are honest expectations rather than guarantees — dispatch depends on availability, and delivery then depends on the carrier.

If your order mixed the two, it arrives in two deliveries with tracking for each — we tell you that at checkout and you confirm it before paying. Tracking only starts moving once a parcel is scanned.

If it still looks wrong, message us on that order's conversation thread and we will chase the supplier for you. Our Shipping Policy sets out what we can and cannot promise.

No — not for change of mind, unless that product's own page says otherwise. Where a product states a return allowance, that statement applies to it and forms part of your order.

Most of the catalogue is ordered in from suppliers once you buy it, which is why the rule is stricter than a high-street shop's. If an item arrived wrong, damaged or faulty, that is a different situation and it is covered below.

We will put it right at no cost to you, by replacement or refund. Tell us within 30 days of delivery, with your order number and photos where you can — photos usually settle it in one message rather than three.

Start it from the order's invoice page under your orders, once the order is paid. The steps are:

• Submit the request, choosing a reason and describing the problem.
• We review it. If we cannot approve it, we say so and explain why.
• Approved returns get an RMA number and return instructions, including where to send the goods.
• The goods are inspected when they arrive.
• We refund or replace, whichever you prefer where both are possible.

Every step appears on the order, so you can see where a return has got to without asking. Full detail is in our Return & Refund Policy.

Please do not. Wait for the RMA number and the return address first. Goods sent back without one cannot be matched to your order at the return facility and may be refused — which leaves you out of pocket and us unable to help.

Refunds are issued after the returned goods are inspected, to the payment method you originally used, typically within 5 to 10 business days of approval. Your bank may take a little longer to show it.

Yes, when the return is down to our error or a faulty product. Return shipping in those cases is on us too.

Yes. Business and bulk purchases follow our B2B Terms of Sale, which cover prior agreement and restocking fees. Wrong, damaged and faulty items use the same process as above.

• Card — credit or debit, handled by Stripe. We never see your card number.
• Interac e-Transfer — for customers in Canada.
• Bank transfer (EFT) — details are on the invoice.

Yes — pick a currency in the settings menu and prices are converted for display at a daily rate. Orders, invoices and refunds are all in Canadian dollars, so the converted figure is a guide rather than the amount charged.

By where the order is going, for both Canada and the United States. The rate that applied is recorded on your invoice with its name, for example “HST 13%”, so it can be checked later.

Because provincial and state taxes are separate registrations from the federal one. Until we are registered in a particular province or state we charge only the federal part — or nothing, where none applies. That is the correct amount for us to collect, not a discount.

The invoice document and its PDF are issued once the order is paid. Before payment you still see everything on it — the items, the totals and the delivery address — on the order's payment page; what is withheld is the formal numbered document.

Retail orders are under your orders, and wholesale requests under your quote requests. Each one keeps its invoice, its payment history and its conversation.

Enter it in your cart before checking out. It comes off the goods subtotal, before tax and before shipping is worked out.

A code can be refused for a few reasons:

• it has expired, or reached the number of times it could be used;
• you have already used it — each customer can use a given code once;
• your order is below the code's minimum;
• the code only applies to certain products or bundles, and none are in your cart;
• it has been withdrawn.

The cart says which of these it is when you apply the code.

After several wrong codes in a short window we pause code entry for a few minutes. It is there to stop codes being guessed automatically, and it clears on its own — no need to contact us.

Some promotions add a gift to your cart automatically when it qualifies — there is nothing to type. A cart can carry one gift; if more than one promotion qualifies, you choose which.

Usually not. A gift is withheld when a discount code is applied, unless that particular promotion is set up to allow both. The cart tells you which is the case before you commit.

Two limits sit above every gift promotion:

• you need at least CAD $100 of goods before tax, counted after any discount code — so a code can take you back under the line;
• a discount code and the gift together cannot exceed 50% of the order before tax.

When the second limit is reached it is the gift that is withheld, never the discount — you chose the code deliberately and have already been shown what it is worth.

Add what you need to your cart and request a quote instead of checking out. Tell us quantities and where it is going, and we will come back with a price.

• We review the request and price it.
• You get an offer, with the lines, shipping and any deposit set out.
• You accept or decline. Accepting turns it into an invoice.
• You pay, and it ships like any other order.

The whole exchange stays on the request under your quote requests, so nothing depends on finding an old email.

Every order and quote has its own conversation thread — message there and it stays attached to the order, so whoever picks it up can see what happened. For anything else, or if you do not have an account, use our contact form.

English. The site and its documents are translated for convenience, and where a translation and the English differ, the English version governs.