Do you have an FAQ (frequently asked question)?

Shipping

Q. When will my product item be shipped?

A. All orders are shipped out every Friday except on Stat Holidays where they are shipped on Thursday. Orders placed on shipping days will be sent out the following Friday.

Q. How will by order be shipped? Will I get a tracking number?

A. Most orders are shipped with Canada Post and include a tracking number for your convenience. Standard shipping is a flat rate $20 dollars and will arrive within 6-10 business days depending on location. Should you require faster shipping please call (780) 431.0738 and we can arrange a shorter shipping option for you. We also ship FedEx for faster delivery but only to areas that are deliverable via FedEx.

Q. Is there a signature required for my parcel?

A. Yes. All our shipments are required to have a signature for delivery. This is to protect you and your products as safe-dropped parcels may freeze if left outside or may get lost or stolen.

Q. Can I come pick-up my order in-store?

A. Yes! At checkout, please select In-store Pick Up as your shipping option. Orders will be held in-store for pick up for 7 days. If for any reason you cannot pick it up within that time line, please call us at the store and we can arrange for your order to be held for an extended time.

Q. Do you ship International?

A. Unfortunately at this time we can only to ship to Canadian addresses only.

Q. My order arrived damaged/broken. What can I do?

A. Please call us at (780) 431.0738 within 24 hours of receiving the damaged/broken product. You may need to provide proof of damages via photo. We will be able to offer you a full refund or re-ship the same product to you at no cost.

 

Returns

Q. What is your return policy?

A. Exchanges or store credits only. Only unopened and unused products may be exchanged for alternative product(s) or store credit within 14 days of purchase. Items purchased on clearance or promotions are FINAL SALE. No credit returns. If you would like to exchange any products from your order, please email us at laurelsonwhyte@shaw.ca or call us at (780) 431.0738 to request an authorization for your exchange. Returns sent to us without prior authorization will not be accepted. Items requested for an exchange are subject to extra shipping charges. Store credits do not expire and can be used in store or online.

 

Shopping 

Q. What types of payment do you take?

A. We proudly accept Visa, Mastercard, Amex and Laurel's On Whyte gift cards as your methods of purchase.

Q. What happens when I buy a gift card online?

A. At this time, when you buy a gift card we will ship a physical card with the purchased amount to your specified address (or leave for pick-up in store). If you would like to send the card to someone else, please specify their address in the 'Shipping Address' field at checkout. Please specify any messages you would like included with the gift card (ie. Happy Birthday Jenn!) please write in the 'special instructions' box at checkout.

Q. How can I redeem my Gift Card online?

A. To redeem a gift card online, please contact us at laurelsonwhyte@shaw.ca with the barcode number on the back of your card. We will immediately respond to you with a custom online purchase code for the value of the card. This will remove the balance from your card for your purchase.

Q. The item I want is sold out. Can you order one in for me?

A. If the item you are looking at is unavailable, your name and item will be placed on back order for up to 90 days. Once the item becomes available, we will contact you via email. At that time, you can indicate whether you still want the item shipped or not. You will not be charged extra shipping costs for back ordered items but items will be shipped standard Canada Post delivery.

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