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Frequently Asked Questions

ORDER INFORMATION

Where are my order and shipping confirmation emails?

After placing an order with us, you will receive an order confirmation email within a few minutes, followed by a shipping confirmation email 4-7 business days later when the order has been dispatched. If you do not see these in your inbox, please check your spam/junk folder.

 

TRACKING & DELIVERY

How long does delivery take?

Due to the current COVID-19 situation, shipping times have increased dramatically as parcels are being held at borders for customs inspections. Delays and parcel holds are to be expected, therefore there is a delivery window of 30 to 60 days. We appreciate your patience during this time.
Orders are normally dispatched in 5-7 business days. Please note that holidays and weekends are not included as business days.

How can I track my order?

After your order is dispatched, you'll receive a shipping confirmation email that contains your tracking information. You can use that tracking number in your country's federal postal service website.

USA: USPS Tracking
Canada: Canada Post Tracking

Why is delivery delayed / Will shipping be affected by COVID-19?

As of March 2020, COVID-19 has caused disruptions to shipping around the world. Flight and delivery priority is being given to distribution of essential medical supplies. Please allow additional time due to the current situation, your order will definitely be delivered.

 

ORDER CHANGES & CANCELLATIONS

Can I make changes to my order?

Yes, if your order hasn't been shipped yet, please contact us and we'll be happy to change your order. Orders that have already been dispatched cannot be changed.

Can I cancel my order?

Yes, if your order hasn't been shipped yet, please contact us and we'll be happy to change your order. Orders that have already been dispatched cannot be changed.

We do not accept order cancellations or changes over the phone. Please email us hello@yaletownstore.com if you have any questions or are requesting a change to your order.

 

RETURNS & EXCHANGES

Can I return my order?

Yes, returns can be made up to 30 days after receiving your order, as long as they are sent back in their original box. To initiate a return, please contact us and we'll provide you with the closest return address to you.
Please note that the customer will be responsible for paying any return shipping costs. Shipping costs are non-refundable.

For more information on returns please visit our Shipping & Returns policy page.

How long does a refund take?

Once a refund is issued, your bank will process it within 5-10 business days. For questions about processing times or status of a refund, please contact your bank directly.