FAQS

We understand that sometimes an order may need to be cancelled. However, due to payment processing costs that are not refunded to us by your payment provider, the following cancellation policy applies to all online orders:

Processing Fee for Cancelled Orders

• All online orders that are "in stock at the time of purchase" and are cancelled within 24–48 hours of being placed will be subject to a 3% processing fee.
• This fee helps offset the non-refundable transaction charges applied by our payment processor (Visa, Mastercard, PayPal, Etc) when an order is placed. 

Weekend Orders

• Orders placed after business hours on Friday and cancelled over the weekend (Saturday or Sunday) will also be subject to the same 3% processing fee, as payment processing fees are incurred immediately when the order is submitted.

Change of Mind

• If an order is cancelled because the customer changes their mind, ordered incorrectly, or no longer wants the product, the 3% processing fee will still apply.

Why Does This Fee Exist

• When an online order is placed, payment processing fees are charged immediately by your payment provider. These fees are not returned to us, even if the order is cancelled shortly after. The 3% processing fee helps recover a portion of these unavoidable costs.

How To Avoid The Fee

• If you need assistance before placing an order — including confirming compatibility, availability, or specifications — our team is happy to help to ensure the correct purchase is made the first time.

Questions

• If you need to cancel or modify an order or have any questions, please contact our team as soon as possible and we will do our best to assist. Click here for the Contact Us page.

While we make every effort to ensure that products and promotions on our website are accurate and current.

If there is a discrepancy between a price stated on our website and the actual price, the manufacturer's price will prevail.

Individuals who no longer wish to continue purchasing the product(s) due to a discrepancy will be given a full refund.

While we stock thousands of items in our warehouse, it is not possible to stock everything available for purchase on our website. 

For this reason, we still list products on our website, but they will be ordered on demand or drop-shipped to you.

Please Note

• Stock levels fluctuate, and extended delivery time may be needed when products are not immediately available from manufacturers or suppliers.
• If you want to confirm stock availability before placing an order, don't hesitate to contact us from our Contact Us page. Click here for the Contact Us page.

We contact customers via email if we are notified the product(s) you have ordered is on backorder and will be delayed. If you have other items on your order that are not on backorder, we may ship these items separately.

For customers living in the Metro Vancouver area, your orders can be picked up at our Delta, British Columbia, retail location.

Once your order has been processed and all of the products are available for pickup, we will contact you via email or phone with further instructions.

Please Note

• The purchaser and the purchaser's government-issued photo ID and credit card must be presented before their order can be picked up.
• Please also use the Contact Us page to notify us you would like to pick up your order in-store. Click here for the Contact Us page.

To protect our customers against credit card fraud, we will call, email or use other ways to verify that the credit card holder has authorized the purchase.

The billing address MUST MATCH the records at the card-issuing bank, or we will not accept the order.

The return shipping cost will be the customer's sole responsibility if the product you have ordered is no longer required.

All returned products may be subject to a 25% restocking fee on the total purchase price.

If an item was purchased with "Free Shipping" the original actual outgoing shipping charges cannot be refunded and will be deducted from your refund.

We make every effort to ensure that product information, images, and promotions stated on our website, social media channels, and advertisements are accurate and current as of the date they were created or provided to us.

Unfortunately, discrepancies can occur despite what is stated on our website, social media channels, and advertisements.

Please get in touch with us and provide detailed information about the discrepancy. We will then investigate your concerns and provide a response.