| Welcome to our help page. We've listened to your feedback and have made it easy to find the information you're looking for. This page is broken down below into the following categories: Frequently Asked Questions, Ordering, Shipping, Returns and Miscellaneous. | |
| FREQUENTLY ASKED QUESTIONS | |
| What are your shipping fees? | Click here for our shipping fees. |
| When will my order be shipped? When will it arrive? |
If your order was placed Monday thru Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 3:00pm PST, the order may be shipped the same day, if not it will be shipped on Monday. You will receive an e-mail confirmation once your order has shipped. You can expect to receive your order in about 7 business days. |
| What's the status of my order? How do I track my order? |
Once you have placed an order, you can check on its status at any time. For instructions on how to track your order, go here. Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information. |
| Do you offer Gift Certificates? | Yes, we do! Gift Certificates can be ordered in any amount. They are sent via e-mail to any individual with a valid e-mail address. The recipient of a Gift Certificate will receive an e-mail with a Gift Certificate code redeemable only on our website. |
| How often do you stock new items? | Hundreds of new items are added everyday! |
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| ORDERING QUESTIONS | |
| Why should I become a registered user? | QUICK CHECKOUT: Super fast and easy checkout process since all of your info is already saved. E-MAIL OFFERS: With your permission, we'll send you news about our latest styles, sales and exclusive online offers. ADDRESS BOOK: Save shipping addresses for yourself, your friends and your family in your personal address book. ORDER HISTORY: Track the status of your current orders and review your previous orders. REWARD POINTS: Earn reward points on every dollar you spend, and pay for orders using reward points later. Click here to register now. |
| How do I change or cancel an order? |
If for any reason you would like to change or cancel your order, please contact our Customer Service Department as soon as possible. We will make every effort to accommodate your request. However, because our system is designed to fulfill orders very quickly, we cannot cancel or change an order once it has entered the shipping process. |
| What are my payment options? |
We accept secure online credit card payments as well as PayPal. The credit cards we accept are Visa, Mastercard and American Express. |
| Are purchases on this website tax free? | We collect 5% GST in Canada. All purchases originating from the U.S. are tax free. |
| Is ordering over the internet secure? | Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our e-commerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid. |
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| SHIPPING QUESTIONS | |
| What are your shipping fees? | Click here for our shipping fees. |
| What's the status of my order? How do I track my order? | Once you have placed an order, you can check on its status at any time. For instructions on how to track your order, click here. Once an order has shipped, you will receive an e-mail that will contain your tracking information. |
| When will my order be shipped? When will it arrive? | If your order was placed Monday thru Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 3:00pm PST, the order may be shipped the same day, if not it will be shipped on Monday. You will receive an e-mail confirmation once your order has shipped. You can expect to receive your order in about 7 business days. |
| How do I know that my order has been shipped? | When your order has been shipped, we will send you another e-mail with your tracking number and a link to where you can track it online. |
| What's the difference between "Order Date" and "Ship Date"? |
On most websites, "Order Date" and "Ship Date" are not the same. For example, if you place an order on Friday at 11:00pm PST, your package will not ship until after the weekend. Although most orders are shipped the same or next day, please take weekends and holidays into account when considering the shipping date. |
| What countries do you ship to? |
We ship worldwide. |
| Do you ship to PO boxes or APO/FPO addresses? | For security reasons, we do not currently ship to P.O. boxes or APO/FPO addresses. |
| If I send my package as a gift, will the recipient receive the invoice? | Yes. However, if you would like us to remove the invoice from the package, please let us know by including a message in the "Special Instructions" box when you check out. |
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| RETURNS & EXCHANGES | |
| What is your return/exchange policy? | We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for refund or exchange. Defective merchandise may be returned within 7 days after purchase for an exchange or refund. Please click here for our detailed return/exchange policy. Please note: All products must be returned in their original condition, with tags still attached. We will only refund shipping charges if we are responsible for sending the wrong item or the item sent was defective. Please note: We only accept returns on products that were purchased via this website. Please use the most economical shipping method for your return. Due to security constraints, we cannot reimburse you for an amount greater than your purchase amount. Returns & Exchanges will only be accepted with a completed Return Authorization Request. After deciding upon your options, fill in the Return Authorization Request form within the time period specified to request a Return Merchandise Authorization (RMA). After receiving an RMA, you may proceed to return your item(s) for replacement or repair. If you are returning a gift you received, which was purchased on this website, please contact our Customer Service Department. We apologize for any inconvenience this may cause. * Important Note: We reserve the final approval on all Returns and Exchanges. |
| Where do I ship my return or exchange? |
Please click here for the address to ship your return to. |
| How should I ship my return or exchange? |
Pack and seal your box securely, in the original package if possible. You should ship your return/exchange with a carrier who will provide your package with a tracking number to ensure that your package does not get lost. Packages must be returned prepaid. We do not accept COD. |
| When will my credit card be refunded? | Once your package has been received, your refund or exchange will be processed within 3-5 business days. If there is a refund due, a credit will be issued in the original form of payment. The credit may not show up until your credit card's next monthly billing cycle. You will be notified via email to the address listed on your order when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us. |
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| MISCELLANEOUS QUESTIONS | |
| Where is your company based? |
We are based in Edmonton, Alberta, Canada. Our main storehouse is located in Shanghai, China. The majority of our products will be shipped from this location. |
| Can you tell me when new products or special promotions are announced? | This is one of the benefits of being a registered user. Once you register, you will regularly receive e-mail updates on new products, sales, events and other special announcements. Click here to get started. |
| Do you have a size chart? |
Yes, click here for our size guide. Some of our products have sizes shown as One Size. This is a generic size that fits most people. It can be anywhere between a Small and a Medium, depending on the type of the article of clothing. |
| What is the Address Book and how do I use it? | Registered users can store the addresses of their family and friends online. When you want to send a gift, you don't have to search for somebody's address...we'll hold onto it for you! Go here to update your address book. |
| Are the products on the website the same as in the stores? | Yes. Although our website may have a greater selection than a store in your area, the products are the same. |
| I bought your product on an auction website, is it authentic? | We have been getting complaints from customers who have purchased on eBay (or other auction/web sites) in regards to counterfeit products. To be sure that you're not buying a counterfeit product, we suggest you shop on our website. |
| Is my personal and credit card information safe on your website? | Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format. |
| What is your privacy policy? | Click here to view our Privacy Policy. |
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Help / FAQ |
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