FAQ

Customer FAQ

Welcome! Here are answers to our most commonly asked questions. If you don’t find what you’re looking for, feel free to reach out to us at ashandantler@gmail.com.

📦 Order Cancellations and Changes

At this time, we are unable to cancel orders or change payment methods once they are placed.
This is due to non-refundable fees from credit card companies, Sezzle, Afterpay, and our web host.

We cannot guarantee that we can accommodate order changes. We do our best, but may not see the email or the order may already be in the queue.

📬 Combining Orders

Want to combine multiple orders?
If your first order has not yet shipped, use the code ADDME on your second or third order.
If the code doesn’t work, your first order has already shipped.

  • We refund additional shipping charges (not the first) when orders are combined.

  • Refunds are issued as store credit (pre-tax) via email.

📦 My Package Says Delivered, But I Didn’t Receive It

If your tracking shows "Delivered" but you can't locate the package:

  1. Check your community mailbox or delivery area.

  2. Contact your local Canada Post office with the tracking number.

  3. Leave a note in your mailbox with the tracking number asking your carrier for help.

If the package is not located within 5 days, please contact us.

📍 Where Do You Ship From?

We ship from beautiful Lethbridge, Alberta, Canada.

💸 Discount Codes

Only one discount code may be used per order.

🛍 Sezzle & Afterpay Orders

These checkout methods temporarily redirect you off-site, which may lead to overselling an item.
If an item oversells due to this, the affected Sezzle or Afterpay order will be canceled.

🏪 Do You Have a Storefront or Offer Local Pickup?

We do not have a physical storefront or offer local pickup.
We’ve returned to our roots as an online-only shop!

📧 Missing Emails

Not receiving our emails?

  • Check your junk, spam, or trash folders.

  • Hotmail and Microsoft email users: our emails often don’t get through.
    To fix this, add ashandantler@gmail.com to your contacts.

🛒 Cart Holds

We do not offer cart holds.
Due to Shopify’s setup, items remain available to other customers until checkout is complete.

🚫 Coupon Code Misuse

Abuse of discount codes (e.g., using new customer codes more than once) will result in:

  • Cancellation of the order with store credit issued, or

  • Any future orders to the same address being final sale with no returns or exchanges.

📷 Damaged Item?

If you believe your item arrived damaged, email us within 48 hours of delivery.
Include:

  • Your order number

  • Photos of the damage

  • A short description of the issue

 

Need more help? Contact us anytime at ashandantler@gmail.com

Thank you for choosing us!