Free Shipping & Free Returns

Free Shipping & Free Returns

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Frequently Asked Questions



Q1. What does “no customs, duties!” mean?

A1. Because we ship from Canada, to Canada, your order will never be subject to additional border taxes, or duties! You will incur sales taxes, however, which will be calculated based on the province you are shipping your order to.


Q2. What payment types do you accept?

A2. We currently accept Visa, Mastercard, American Express, Visa Debit, Interac, PayPal, and SHOP.CA Credits as payment options on SHOP.CA


Q3. Is it safe to use my credit card on your site?

A3. Yes! SHOP.CA understands that the safety of your personal information is extremely important to you. We use a wide array of the best-in-class electronic and physical security measures and devices to protect your personal data and credit card information from unauthorized access.


Q4. Who do you ship with?

A4. Great question! It really depends on what you're ordering. Each supplier has a contract with a carrier of their choice, so it could be Canada Post, or UPS, Purolator, FedEx, CanPar or other.


Q5. Will I receive a tracking number for my order?

A5. Yes! When your order ships, you will be emailed a tracking number.  It can take up to 24 hours for a tracking number to register on the carrier’s website. You can also check for a tracking number under Order Status in My Account.


Q6. When will an out of stock product become available for purchase?

A6. While we don’t have specific time frame for when specific product will be back in stock, know that we want you to be able to make your purchase.  We encourage you to check back periodically, as our suppliers are always updating their inventory! You can also opt to choose, "Email me when back in stock" and we'll send you an email when this product has become available again!


Q7. Are my shipping charges refundable if I return a product?

Shipping charges are non-refundable.  If you return an item that had a shipping charge on it, your refund total will not include the shipping charge when the return is approved.



Check Out

Q1. What’s a Security Code?

A1. Security codes, sometimes called card verification data, are the digits, usually 3,  on the back of your credit card.  For cardholder security, we ask you to input these digits during check out.


Q2.  Why can’t I check out?

A2.  There are a few reasons why you may not be able to complete check out...

a) Double check your that your credit card number has been properly entered, ensuring that no spaces are between any of the numbers.

b) Take a second look at your postal code, ensuring that you’ve input it properly, remembering that the o key is really close the 0 key!

c) Make sure you’ve input a valid phone number in both your shipping and billing address! If you need to edit your address, no problem.  Just click “Edit address” on either the shipping or billing page.


Q3. How do I know my order went through?

A3. You know you have placed an order when you get to the Order Confirmation page, which has an order number.  You will also receive an email confirmation of your order!



Promo Codes


Q1. How do I apply a promo code?

A1. Applying a promo code is simple!

When you are ready to check out, look on the right-hand side! On every step of the check out, you’ll see a grey box called Promo Code, under the Order Summary information.

Click, “I have a promo code” to open up a text box.  Simply enter the promo code into the box, and click “Apply Promo”.  

If successful, your Order summary will reflect the discount immediately.


Q2. Why won’t my promo code apply?

A1. There are a couple reasons why your promo code won’t apply to your order, even if you’re signed into your SHOP.CA Member Account:

a) Each promo code has their own terms and conditions.  Some require you to be signed into your SHOP.CA Member Account. Not a Member? No problem. Sign up for free, now. Please ensure you read and understand all terms for the promo code you are trying to use!

b) Sometimes 1’s look like I’s, and 0’s like o’s.  When you have a unique promo code, we suggest you copy and paste the promo code, to ensure accuracy.

c) In the case of unique promo codes, if you attempt to use it, but fail to check out, your promo code may be void.  Not to worry, just send an email to our customer loyalty team at and we’ll help you out!