When will my order be shipped?
Your items will be shipped within 2-5 business days after the order
has been placed. You will receive a shipment email notification once
your order has shipped along with an estimated date and tracking
information. In the event of supplier shortages or back-orders, we
will inform you using the contact information provided on your order.
How long will it take to get my order?
Can I pick up in store?
Online orders may only be shipped to you. If you
wish to order in-store, please contact one of our locations directly.
What shipping carriers do you use?
How can I track my order?
If available, we will send you tracking information via email
once the item has shipped. You can track your order on Canada Post website with the tracking number
Where’s my package?
We will email you each step of the way, so you
know what stage your order is in at all times. The customer email process from us is as follows:
- Received your order email: We have received your order and we are ready to process it.
- Processing your order email: We are processing and preparing your order for shipment.
- Shipped your order email: We have shipped your order. There is an
automatic email sent to the email address that you provided along with
a tracking number (if available). You can track your package on Canada
Where do you ship to?
We typically ship everywhere around the world where service is reachable via Canada Post.
What are the shipping rates?
It depends on the weight of your package and the
place you want your items to be shipped. We offer free shipping within Canada and US on orders $60 and over.
Do you ship internationally?
We currently ship to addresses in Canada and the
United States through our regular shipping and returns policy. For all other countries, a quote for shipping
options will be emailed to you to choose and pay for before we complete your order.
Returns & Order Cancellations
Can I make changes to an order after it has been shipped?
Unfortunately, after an order has shipped we are
no longer able to change the order. However, depending on the return policy of the products, you may be
eligible for a refund upon returning the product. See below for details.
Can I return my items online?
How do I cancel items?
Can I use in-store coupons on ShopAlive.ca?
In-store coupons are different than online coupons. Coupons that work
for ShopAlive.ca will specifically mention “online” and/or
I’m having problems with entering discount/gift card code.
Coupon codes may be case sensitive, and you will have to enter the
code exactly as shown.
Please contact us if you continue to experience problems.
Do you sell gift cards?
We currently do not sell gift cards online.
What are the payment methods?
We currently accept MasterCard and Visa, WeChat Pay and AliPay.
When will I get charged?
We place an authorization on your credit card when you place your
order. You will be charged when your order is complete and ready to be
In the event of product shortages or back stock, you may receive a
refund or only charged for the amount of items available.
Do I have to create an account before I make a purchase?
It is not necessary to create an account to make purchases. However,
you must still include your contact, shipping, and billing information
so that the packages, billing, and status updates may properly reach
Will I receive promotional emails after I create an account?
When you place an order with us and use your email address, you will
not automatically receive promotional newsletters. You must subscribe
to our newsletter, and confirm the subscription in an email sent to
your inbox before receiving newsletters. If you have subscribed our
newsletter, you will be receiving promotional emails occasionally from
us. This is completely optional, and we will ask you to confirm before
sending you any marketing material. You may unsubscribe at any time if
you do not prefer to receive marketing newsletters through the link on
the emails sent to you.
After my order has been confirmed, does that mean I am guaranteed to get my order?
Unfortunately, if we are out of stock, we will be unable to fulfil
your order. In such cases, you will receive notice for refund or
back-order as soon as possible.
How can I contact ShopAlive.ca?
In order to contact us, please fill out the form
or give us a call here
. A representative will typically get back you within 2 business