Frequently Asked Questions

Do you ship to my country?

We ship to much of the world, but some products cannot be shipped internationally (or at all) due to either legal restrictions or restrictions imposed by manufacturers and distributors. See our Shipping Policy and International Notices for full details.

Where is my package?

If you selected Lettermail at checkout and your subtotal was below $300, your package is in the hands of Canada Post, but we can't provide specific tracking information. Oversize items take as few as a couple of days or as many as a few weeks.

For all other orders, track your package on the websites of UPS, Canada Post*, or FedEx. If you have the Shop app downloaded your tracking info should automatically populate there too.

Do you buy cards?

Yes! See "Buylist Instructions" for full details.

I'm having trouble paying with Store Credit

If the screen you see when you hit enter after entering an amount in the store credit box on the cart page has a url starting with "shop (dot) app", the checkout is trying to push you through Shop Pay, which doesn't always receive any discounts previously entered. Click "checkout as guest" and you'll be back in the regular checkout page with Store Credit applied.

Why was my card charged when my order didn't go through?

In 99% of cases, this is because your bank approved the transaction, but our payment processor declined it, because the billing address your bank has on file didn't match what you entered at checkout. If you moved recently, we strongly recommend contacting your bank as soon as possible to update your address.

In any case, the authorization that appears from this transaction will go away automatically in 3-5 days, or less, depending on your bank's schedule for clearing uncaptured authorizations.

I received a refund for $0. What's up with that?

When you pay with a credit card or PayPal, we typically don't capture the funds until the order is fulfilled (Preorders, Pickups, and Event entry excluded). If we need to edit your order before we capture payment, we may send an email that's templated like we refunded you when all we end up doing is capturing for less.