Frequently asked questions

1. General questions

- What is the status of my order?
Once you have placed your order, we will send you a confirmation email to track the status of your order.
Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).

- Can I change my order?
We can only change orders that have not been processed for shipping yet.
Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.
To make changes to your order, please reach out to support through the helpdesk.

- Where do you ship?
We currently ship in the United-States, Canada.
For shipping outside of these countries, please reach out to our support through our helpdesk.

- How long does it take to ship my order?
Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.

2. Payment

- What payment methods do you accept?
You can purchase on our website using a debit or credit card.
We additionnaly offer support for Paypal.
You can chose these payment methods at checkout.

- Which currency will I be charged in?
We currently only support the following currencies for charging our customers in their local currencies: USD, CAD
If your credit or debit card use another currency, then you will be charged in USD or CAD depending on the website you are on. Your bank will apply the corresponding conversation rate of the currency you choose.

3. Shipping

- Where do you ship?
We currently ship in the United-States and Canada
For shipping outside of these countries, please reach out to our support through our helpdesk.

- How can I track my package?
Once you have placed your order, we will send you a confirmation email to track the status of your order.
Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).

- Will I pay taxes for international shipping?
Our delivery partner will handle the clearance and will invoice you in local currency for the duties and taxes linked to your order.

4. Returns

- Do you accept returns?
We do accept returns in respect to the following conditions:

· The item must have been sold on our online store
· The item shouldn't have been used in any way
· The return or exchange request is made within 28 days of delivery
· The return is made within 14 days of the return or exchange request

To ask for a return, please contact our support using our helpdesk.

- Can I exchange an item?
We do accept exchanges and they follow the same conditions as returns.
In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support.

- Are returns free?
You can refer to the delivery paper within your package to perform organize your return.
Feel free to contact our support agents through our helpdesk for more details.

- How long does it take to process a return?
Returns are confirmed within 14 days of receiving the package at our warehouse.
Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.

5. Other questions

- Do you have physical stores?
We currently don't have any physical stores under our brand name. However, we do have several the US and Canada.

- Is there a warranty?
We guarantee any of our product made by us and sold through our online store to be free of defect. We would gladly accept any return or exchange request resulting from a defective item granted they respect the following conditions:

If you have a return or exchange request resulting from a defective item please reach out to our support for more information on how to proceed.

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