FAQ

Who do you ship through?

We ship all orders through the Canada Post/USPS. When your order is shipped, you will receive a tracking number to the e-mail provided.

When will my order ship?

Orders are usually shipped out within 3-5 business days. Orders placed on Friday and the weekends will go out the next week. We do not ship on Saturday, Sunday or on holidays.

Where is my package?

If your tracking says your package has been delivered, but you have not received it, please contact Canada Post.

If your tracking is not updating for some reason, please contact Canada Post and they can update you on the status of the shipment.

Be sure to check your order information to make sure you entered the correct shipping information.

My order is incorrect, or I'm missing an item.

If your order arrives and is incorrect, please contact us via mgilman@tinandturquoise.ca  within 3 days of receiving your order. Be sure to include any important information such as what is incorrect, what you should have received, your email and order number. We will do our best to fix the issue.

If you are missing an item, please check your email to be sure we haven't sent you an email stating an item was flawed or out of stock. If you have not received this and a refund, please message us to let us know about the missing item. Contact us at mgilman@tinandturquoise.ca and please be sure to include what item is missing, your order number and email.  

My item arrived defective, now what?

If you believe that you have received a flawed or broken item, please contact us within 3 days of receiving your order. Please email mgilman@tinandturquoise.ca with a photo of the flaw or break and your order number. If you do not contact us within 3 days of receiving the item we can only assume the damage is from wear. 

I would like to exchange something, how do I do this?

We do not do exchanges. Due to the limited quantity of our merchandise we cannot guarantee that the item you want to exchange for will be available when we receive your return. We will not exchange an item for a different item. We strongly recommend that you place a new order for the item you are wanting in order to make sure you get it and follow the return process for the item you wish to send back.

I placed an order and then I received a refund, what's going on?

Unfortunately, it means that an item in your order is not available or that we found an issue with the item. We will usually send an e-mail alerting you that an item is out of stock or flawed and that you have been refunded.

I have a store credit and I want to use it with a discount code, can I do this?

Our system only allows for one code to be used at a time. You can choose to either use the discount code, or your store credit to make a purchase. We cannot combine discount codes or provide additional discount codes for the difference.

An item I want is out of stock, will it be restocked?

Unfortunately, we cannot always reorder the items we have carried. If an item sells out quickly, we will try as hard as we can to restock it. The restock may be in a few days or it could be a few weeks. It all depends on how quickly our vendor can get us the merchandise.

Why don't some items come in bigger sizes?

When we order products from the vendors they usually only come in sizes Small-Large. If the item is available in more sizes then we will order those as well. The vendors do not take sizing requests and we get what is available.