Frequently Asked Questions

Shipping

7. I placed an order but haven’t received my tracking number yet. When will I receive it?


After placing your order, you should receive a confirmation email with your order number and a summary of the payment. As soon as our fulfillment team puts together your order, you’ll receive a shipping confirmation email that includes the tracking number for either Canada Post (for Canadian addresses) or UPS (for international addresses). We aim to get your packages out within 2-5 business days, so you should expect the tracking number within this time frame. If you don’t receive this shipping confirmation within 2-5 business days, email us here and we’ll look into it for you.




8. What countries outside of Canada do you ship to?


We ship all of our products internationally through UPS. Please note that if you place an order from another country, we are not responsible for any taxes or duties levied by your country’s border services.




6. What are your shipping rates and how long will it take to receive my package?


We want to ensure that your shipping costs are not cost prohibitive, especially on smaller orders, so we are offering tiered flat fee shipping that is dependent on the value of your order, and where you are purchasing from. At checkout, you have the option of choosing which method of shipping you prefer.

All orders over $100 qualify for free shipping within Canada.

International shipments (to the U.S. or overseas) may be subject to customs, which may delay your package. Please note that The Local Collective Ltd. is not responsible for any customs or duties charges that are levied by the destination country.




9. My tracking number says that my package is delivered, but I didn’t receive it.


Do you live in a neighbourhood that has a community mailbox? Canada Post often leaves a ‘parcel locker key’ in your mailbox to unlock the larger box. For those that live in buildings with a security desk, the concierge may have accepted your package at the front desk. The Local Collective Ltd. is not responsible for any lost or stolen packages, however, if your package doesn’t arrive, please email us here and we’ll look into it with the respective carrier.





Returning

10. How do I return or exchange my purchase?


If you have changed your mind about your purchase, or need to exchange it for another size, or product, please email us at hi@thelocalcollective.com within 30 days of your purchase, and we’ll send you a shipping label to print and use to send the product back to us.

Please note that we only accept returns and exchanges within Canada. All items purchased from the US or internationally will be final sale.





Purchasing

2. What currency are your prices listed in?


All of our prices are listed in Canadian dollars (CAD). If you’re shopping in another country, the transaction will automatically be converted to your local currency on your billing statement.




3. Are there any taxes on your products?


All purchases made and delivered within Canada are subject to the applicable sales tax rate in your province. There are no taxes applied to international orders made and delivered outside of Canada.




1. What forms of payment do you accept?


We accept all major credit cards, as well as PayPal.




4. I just placed an order and I’ve changed my mind. Am I able to cancel it?


Unfortunately, we are unable to cancel orders after they’ve been submitted, and an order confirmation has been sent. We do our best to get our shipments out quickly to our customers, and a cancellation would affect that efficiency. You will still have 30 days for exchange or refund, however, if you are ordering from within Canada.




5. My size is out of stock on your website, will you be getting more in stock, and when?


We do our best to restock popular items as quickly as we can. You can be notified as soon as our stock is refreshed by submitting your email address on the site at the appropriate product and size.





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