Frequently asked questions

Answers to the questions shoppers and sellers ask most. If yours isn't here, contact us through the Contact page.

Ordering and payment

Do I need an account to order?

No. At checkout you enter your email address and a shipping address, and the store keeps the order under an account for that address. That account has no password until you set one: use Forgot password on the sign-in page with the same email, follow the link we send, and your past orders appear under Account → Orders.

If the email already belongs to 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.

How do I pay?

Payment happens on the checkout page in a secure payment form provided by Stripe. Your card details go straight to Stripe; this store never receives or stores your card number. When you're signed in, you can let Stripe save your card for your next order and remove it again from the same form.

Which currency am I charged in?

Prices are set and charged in Canadian dollars (CAD). You can switch the display to US dollars; those prices are converted from CAD with a public exchange-rate feed and are approximate. The amount charged to your card is always the CAD total.

Is sales tax added?

No tax is added at checkout in this demo store. The total you see before paying is the total you're charged.

How do discount codes work?

Enter a code on the cart page. One code applies per cart, and you can type it in any case. A code can have a start date, an end date, a usage limit and a minimum cart subtotal; if a code doesn't apply, the cart says so, and names the minimum subtotal when that is the reason. The code is checked again when you place the order. If it has ended or run out in the meantime, the order isn't placed and you see the new total before you continue.

When is my order confirmed?

Your order is marked paid once Stripe confirms the payment, and a confirmation email is sent to the address you entered at checkout. Until then the order shows as Pending. If a payment didn't go through, you can pay for a pending order from its page in Account → Orders.

Shipping

What does shipping cost?

Method	Cost
Standard	$9.00 CAD
Standard, on orders of $100.00 CAD or more	Free
Express	$19.00 CAD

The free-shipping threshold is measured on your subtotal after any discount code. The rate is the same however many sellers your order includes.

How do I follow my order?

Open the order in Account → Orders. Its page shows each step (order placed, payment confirmed, processing, shipped, delivered) with the date and time it happened.

Cancellations, refunds and returns

Can I cancel an order?

Yes, from the order's page in Account → Orders, as long as the order is Pending or Paid:

• an unpaid (Pending) order is cancelled straight away;
• for a Paid order, your cancellation request goes to the store, which refunds it to your original payment method.

Once the store starts processing an order, it can no longer be cancelled online. Contact us through the Contact page with your order number.

How are refunds paid?

Refunds go back to the payment method you used, through Stripe. The store can refund a whole order or part of it. After a full refund, the order shows Refunded once Stripe confirms it.

Can I return something after delivery?

Returns after delivery are not handled online. Contact us through the Contact page with your order number.

Sellers

Who sells on this marketplace?

The store sells its own products, and approved independent sellers list theirs alongside. Each product page shows who sells it, and every seller has a storefront page listed on the Brands page.

How do I become a seller?

Create an account, open Sell and apply with your shop's name and a short description. The store reviews every application; once yours is approved you can list products, connect a Stripe account to receive payouts, and follow your sales, earnings and payouts from the seller area. How selling works explains each step.

Reviews and comments

Why doesn't my review appear?

Product reviews and journal comments are checked by the store before they're published. Editing a review sends it back for approval. You need to be signed in to write either.

Your account

Can I delete my account or download my data?

The store doesn't offer account deletion or a data download on the site. To ask about the data held for your account, contact us through the Contact page. The privacy policy lists what is stored.