Customer Service - Shipping and Returns
Canada and the US
Shipping across Canada and the US is free for every order. Orders within Canada and the US normally arrive within 1-5 business days of postage. Orders within Canada are shipped with Canada Post and orders to the US are shipped with UPS.
Shipping costs for international orders will be calculated at checkout. International orders are shipped via UPS and shipping times may vary.
Duties and Customs
Orders shipped within Canada will not be charged duty. US and international customers are responsible for any import duties and taxes that are applicable to their country. On the shipping label, we indicate that the item is used and declare the purchase cost minus the cost of shipping.
Processing time differs from bag to bag because our products are stored in multiple warehouses across Canada and may take time to travel to our main warehouse in Toronto where all orders are packaged and shipped. Processing time is detailed on every product page.
All orders include tracked shipping. When your order has been shipped, you will receive a shipping confirmation and tracking number to the email address you provided.
While all orders normally require a signature-on-delivery, postal carriers have temporarily suspended this option in response to the COVID-19 pandemic. As a result, orders shipped during this time will not require a signature. See our Shipping Update for more details.
If you are less than thrilled with your purchase, we are happy to accept returns on Canadian orders. To return, send us an email at firstname.lastname@example.org within 2 business days of receipt of delivery to let us know that you would like to initiate a return. Please include your order number in the email. We will send you a pre-paid shipping label so you may ship the order back to us within 5 business days. Once received, you will be refunded in full to your original form of payment with the shipping fees both ways deducted from the final return ($30 CAD).
Items must be returned with all original tags, packaging and other applicable accessories, such as dust bags or straps, that were received with the order. Please ensure that the item is well packaged and protected. Items that are not returned in the same condition as purchased may be subject to additional fees
US and International Orders
Unfortunately we are unable to process returns on US and international orders. US and international orders are final sale.
Layaway orders are eligible for exchange and store credit only. A return fee of 10% of the order total will be deducted from the final return. Send us an email within 2 business days of delivery and we will send you a pre-paid shipping label to send the bag back to us. See Layaway for full terms and conditions.