- How do I create an account?
- How do I place an order?
- How can I modify an existing order?
- How can I change the quantities of items in my shopping cart?
- I can't add an item to my shopping cart. What do I do?
- How to estimate shipping cost?
- How do I apply coupon code?
- Can I come in person and make a purchase?
- How come the price of some items changes daily?
- What payment methods do you accept?
- Why was my credit card declined?
- Why was my credit card charged even when the order was declined?
- Why was my credit card charged even when there are backordered item(s) in my order and the order haven't been shipped?
- How do I pay with a Purchase Order?
- Canada Post tracking shows my item was successfully delivered, but I have not received it. What should I do?
Q: How do I create an account?
Click the "LOGIN" link in the upper right-hand corner of our website, then click "Continue" under Register Account. By having an account, you can track the order(s) you placed, save addresses for an easier checkout process, print existing order, and more!
Q: How do I place an order?
Browse through our online catalog or use the search box to find items you want to purchase. Then click "ADD TO CART" to add the item you are looking for into the shopping cart. Quantity can also be selected during the process.
Once you have all the items you want to purchase in your shopping cart. Open the shopping cart by clicking on the shopping cart at the upper right-hand corner, then click "CHECKOUT". Alternatively, you can click "VIEW CART" to review the items, quantities, and price. Once you are at the checkout page, you can either checkout as a guest (not recommended) or login to your account. If you don't have an account already, you can also create one during the checkout.
Then follow the instruction along the process to insert you billing address and shipping address, select shipping method and payment method. If you have any comment along the way, you can also insert it into the comment box. Once you selected the payment method and read the Terms & Conditions, you'll have a chance to confirm the order before being redirected to the payment page. If you select pick-up at your shipping method, you'll make your payment when you pick-up your order. After the order is placed, you'll see a confirmation page with your order number and you'll also receive an e-mail confirmation. If you do not see a confirmation page with an order number, your order hasn't been placed yet! Please check to see if there was error preventing the order to process.
Q: How can I modify an existing order?
To modifiy an existing order, you must give us a call before 12PM ET. Until you receive a confirmation from us (usually by e-mail) that your order has been paused/modified, your order is still going full throttle.
Q: I can't add an item to my shopping cart. What do I do?
If the item is "Out of Stock" or "Unavailable", you won't be able to add the product into your shopping cart. If the item is "Backorder", that means we are out of stock with that item but we'll be re-stocking soon.
If everything is normal and you still can't add an item to the shopping cart, it might be a internet browser compatibility issue. Try using Google Chrome or Mozilla Firfox. We try our best with our web team to fix browser compatibility issues but we haven't work every single issue out.
Q: How to estimate shipping cost?
Shipping cost depends on the dimension and weight of the item(s) and destination. You can be estimate the shipping cost in the shopping cart by selecting "Estimate Shipping & Taxes" and putting in your ship-to destination in the appropriate boxes.
Q: How do I apply coupon code?
If you got a coupon code from us, you can apply it in the shopping cart by selecting "Use Coupon Code" and putting in your coupon code in the appropriate boxes.
Q: Can I come in person and make a purchase?
Yes, you can come and make your purchase in person. Keep in mind that we are an on-line store and only a limited number of our products are on display in our showroom. We prefer you placing an order online and select "Pick-up" as the shipping method and wait for the pick-up e-mail to steamline the process.
Q: How come the price of some items changes daily?
The price for some items are not based in Canadian Dollar and are affected by daily currency exchange rate. Our settlement currency is in Canadian Dollar.
Q: What payment methods do you accept?
For shipping order, we accept MasterCard, VISA, PayPal, and Cheque. For pick-up/in-person purchase, we accept MasterCard, VISA, and Debit.
Q: Why was my credit card declined?
The most common reason for credit card decline is a mismatch with the billing address you gave us and the one on file with your bank. Make sure that you have entered the address you receive your statement in the billing address field. If this address is wrong, our system will decline the transaction. However, your bank may hold the funds for several days while they confirm that our system did indeed decline this transaction. Avoid this by checking your billing address before completing your order!
Credit cards can also declined because of incorrectly entered CVV codes (the 3 digits on the back of the card). Other scenario that may cause the transaction to be declined by the bank can include lack of funds, or just lack of trust (they don’t know who we are). If problem presist, you can try checkout with another payment method.
Q: Why was my credit card charged even when the order was declined?
Rest assured that if your order is not processed by us, your credit card will not be "charged". The transaction that you see is only a temporary authorization placed by your credit card issuing bank.
The most common reason for credit card decline is a mismatch with the billing address or CVV mismatch. There might be other reasons for your transaction to be declined because of restrictions by the credit card issuing bank or our payment processor.
When a transaction/order is declined, the transaction/order amount might still show up in your bank account as a temporary authorization. The authorization is placed on your credit card as part of the transaction process by your credit card issuing bank and usually goes away within 14 business days. If you need the authorization to be removed, please contact the credit card issuing bank as it is not something that is visible to us and has contact with.
Q: Why was my credit card charged even when there are backordered item(s) in my order and the order haven't been shipped?
Our system is setup to charge the credit card immediately once the order is placed. This is because we do not store your credit card information for your security and an credit card authorization is only valid for a short period of time. At anytime if you wish to cancel your order before your order is shipped, please contact us.
Q: How do I pay with a Purchase Order?
Q: How can I check the status of my order?
You must be a register customer to check the status of your order. You can view orders that you've placed and their status by clicking "Order History" at the bottom right-hand of our website and login to your account when prompted. Once you are at the order history page, click on the "view" symbol (the magnify glass) to view the detailed status of your order.
Q: How can I get an invoice for my order?
If you are a registered customer, you can view orders that you've placed by clicking "Order History" at the bottom right-hand of our website and login to your account when prompted. Once you are at the order history page, click on the "view" symbol (the magnify glass) for an invoice of your order.
Q: Canada Post tracking shows my item was successfully delivered, but I have not received it. What should I do?
Sometime your parcel might be delivered to a second location like a mail room, front desk, a community mailbox, or safe drop location. Also, check with everyone in the household as another member of the house may have received or retrieved the item. See here for more details from Canada Post. If you cannot locate the parcel after 24 hours of the delivery status notice, please contact us and we'll start an investigation with Canada Post. If you need the items you ordered immediately, please place another order. Your previous order might qualify for a full refund based on the outcome of the investigation.