Frequently Asked Questions

 

HOW MUCH IS SHIPPING?
CANADA POST EXPEDITED SHIPPING IS FREE IF YOUR ORDER IS OVER $49 (BEFORE TAX) OTHERWISE IT IS JUST $9.99 (PLEASE NOTE THAT CANADA POST EXPEDITED SHIPPING IS NOT AVAILABLE TO REMOTE REGIONS. WHEN YOU CHECKOUT YOU WILL SEE IF THAT OPTION IS AVAILABLE TO YOUR AREA). CANADA POST XPRESSPOST (1-3 BUSINESS DAY DELIVERY) AND UPS GROUND (1-7 BUSINESS DAY DELIVERY) RATES ARE CALCULATED ON CHECKOUT.

 

HOW DO YOU SHIP?
WE SHIP VIA CANADA POST AND UPS. KEEP IN MIND THAT UPS DOES NOT SHIP TO PO BOXES, SO ANY ADDRESS CONTAINING A PO BOX MUST BE SHIPPED VIA CANADA POST. WE PROVIDE SHIPPING CONFIRMATION AND TRACKING NUMBER VIA EMAIL THE DAY YOUR ORDER SHIPS. YOUR PRODUCT IS SHIPPED WITHIN 24 HOURS AS LONG AS IT IS IN STOCK AS INDICATED ON EACH PRODUCT PAGE.

 

WHAT IS YOUR RETURN POLICY?
RETURNS ARE ELIGIBLE ON LACE CANADA MERCHANDISE FOR UP TO 33 DAYS FROM PURCHASE DATE UNDER THE FOLLOWING CONDITIONS. ITEM MUST BE UNWORN AND IN ORIGINAL PACKAGING WITH HANG TAGS, BOX OR POLY BAG. UPC STICKER OR LABEL MUST BE ATTACHED AND INTACT.

NOTE: FOR PURCHASES MADE BETWEEN NOVEMBER 20 AND DECEMBER 31, 2015, RETURNS THAT ARE POSTMARKED BY JANUARY 10, 2016 WILL BE ACCEPTED IF THEY ARE UNWORN AND IN THEIR ORIGINAL PACKAGING.

 

DEFECTS
IF AN ITEM IS FOUND TO BE DEFECTIVE WITHIN 30 DAYS OF PURCHASE, WE WILL REPLACE IT WITH THE SAME ITEM. PLEASE CLICK HERE TO CONTACT US TO LET US KNOW OF THE ISSUE. WE WILL THEN ISSUE YOU A RETURN MERCHANDISE AUTHORIZATION NUMBER (RMA) VIA EMAIL AND PROVIDE INSTRUCTIONS ON GETTING THE PRODUCT BACK TO US. A RETURN AUTHORIZATION NUMBER MUST ACCOMPANY ANY RETURN IN ORDER FOR IT TO BE PROCESSED. WE WILL NOT ACCEPT ANY RETURN WITHOUT ONE. WHEN EMAILING ABOUT A DEFECT, PLEASE STATE THE FOLLOWING INFORMATION, YOUR ORDER NUMBER, FOUND IN THE TOP RIGHT HAND CORNER OF YOUR INVOICE OR YOUR WEB CONFIRMATION NUMBER ALONG WITH YOUR NAME AND THE NATURE OF THE DEFECT. ONCE THE DEFECTIVE ITEM IS RECEIVED BACK INTO OUR WAREHOUSE (SHIPPING IT BACK IS YOUR RESPONSIBILITY), WE WILL PROMPTLY SHIP A NEW REPLACEMENT TO YOU FREE OF CHARGE. ANY ITEM RETURNED MUST HAVE ALL ORIGINAL PARTS AND PACKAGING, BATTERIES IF APPLICABLE, CORDS, CONTROLS, BLANK WARRANTY CARDS, INSTRUCTIONS ETC.

 

HOW CAN I CONTACT YOU?
YOU CAN REACH US TOLL FREE BY PHONE OR EMAIL MON-FRI 9AM-4:30PM EST AND SATURDAY TO SUNDAY 10AM - 4:30PM EST(EXCLUDING HOLIDAYS)