This marketplace brings together products from the store and from independent sellers, but every order goes through the same checkout and the same account pages, whoever the seller is. This article walks through what happens from the moment you add something to your cart to a refund, if you ever need one.
Your cart
You can fill a cart without signing in; the site remembers it on your browser. When you sign in, the items in that guest cart move into your account's cart.
If you have a discount code, enter it on the cart page. One code applies per cart, and you can type it in any case. A code may have a start date, an end date, a usage limit or a minimum subtotal; if a code doesn't apply, the cart says so, and names the minimum subtotal when that's the reason.
Checkout
At checkout you give an email address, a shipping address and a shipping method.
You don't need an account. If you check out as a guest, the store keeps your order under an account for that email address, with no password. To see your orders later, use Forgot password on the sign-in page with the same address and set one. If the address already has an account with a password or Google sign-in, checkout asks you to sign in first, so nobody can place orders under someone else's account.
Shipping is calculated per order, whichever sellers are in it:
- Standard: $9.00 CAD, free when your subtotal after discount is $100.00 CAD or more;
- Express: $19.00 CAD.
Currency. Prices are charged in Canadian dollars. If you switch the display to US dollars, those prices are converted with a public exchange-rate feed and are approximate; the charge is the CAD total.
When you continue to payment, the store creates your order and checks stock and your discount code again. If an item has sold out, is no longer for sale, or your code has ended in the meantime, the order isn't created and you see what changed before going further.
Paying
Payment happens on the checkout page, in a form provided by Stripe. Your card details go directly to Stripe; the store never receives your card number. If you're signed in, you can let Stripe save your card for next time.
Your order is marked Paid only when Stripe confirms the payment to the store, not when you click the button. Usually that's almost immediate. The confirmation page tells you if the payment has been received but is still being confirmed. Once it's confirmed, a confirmation email goes to the address you entered.
If the payment didn't go through, the order stays Pending. You can open it in Account → Orders and pay from there.
Following your order
Every order has a page under Account → Orders. It shows each step, with the date and time:
- Order placed: the order exists and is waiting for payment.
- Payment confirmed: Stripe has confirmed the payment.
- Processing: the store is preparing your items.
- Shipped: the parcel is on its way.
- Delivered.
Cancelling
You can cancel an order yourself from its page, as long as it is Pending or Paid:
- An unpaid order is cancelled straight away, and its payment is voided so it can no longer go through.
- A paid order isn't cancelled on the spot. Your cancellation request goes to the store, and the order page notes that you asked. The store then refunds the order to your original payment method.
Once the store has started processing an order, the Cancel order button no longer appears. To change your mind at that point, contact us through the Contact page with your order number.
Why doesn't a paid order cancel instantly? Refunds move money back through the payment processor, so the store issues them and Stripe confirms them. That keeps the order, the stock and the sellers' payouts in step with what actually happened to your money.
Refunds
Refunds are issued by the store through Stripe and always go back to the payment method you used. The store can refund a whole order or part of it, for example a single item.
A refund isn't final until Stripe confirms it. After a full refund, the order shows Refunded once that confirmation arrives. How long the money takes to appear on your statement depends on your card issuer.
When an order is refunded in full, its items go back into stock.
Returns after delivery
Returns after delivery aren't handled online. Contact us through the Contact page with your order number and what you'd like to return.
Questions
The FAQ answers the most common questions, and the terms and privacy policy set out the details. For anything else about an order, use the Contact page.