Frequently Asked Questions
Frequently Asked Questions
This FAQ answers common questions about orders placed through herschelca.shop.
Business and orders
Who operates this online store? We are a U.S.-registered online retailer serving customers in Canada.
How do I know an order was received? After checkout, an acknowledgement is sent. If stock, payment, or a significant listing problem blocks the order, we will get in touch.
Is it possible to edit or cancel a purchase? Let us know right away. We can try to change or cancel an order before it is processed or transferred to the carrier, but cannot promise success.
Payments and prices
Which currency is used for prices? Prices are shown in CAD unless checkout states otherwise. Applicable sales taxes and the order total are shown before you submit your order.
Which card networks can I use? Visa, Mastercard, Maestro, American Express, JCB, Diners Club, and Discover. The checkout page will display which options can be used for that purchase.
Shipping to Canada
Do Canadian orders pay for standard shipping? Yes. Every Canadian order qualifies for free standard shipping; there is no order minimum.
What is the expected delivery timeline? Allow 1–2 business days for preparation and usually another 4–6 business days in transit. The overall estimate is 5–8 business days; carriers, weather, public holidays, and remote addresses may extend it.
Where can I find tracking details? Once the carrier provides a tracking link, we send it after dispatch. The first scan may not show immediately.
What if tracking is delayed, or a parcel appears lost or damaged? Send support the order reference so we can check the carrier status. Please report a damaged delivery as soon as you receive it.
Can the delivery address be updated? Tell us straight away. An address correction can only be requested before processing or carrier transfer, and the carrier may decline it.
Will the carrier collect customs charges? You should not have to pay an import charge when the parcel arrives. The store pays applicable Canadian duties, import taxes, customs clearance, and brokerage.
Returns and refunds
What is the return or exchange period? A return or exchange may be requested during the 30 days after delivery, even for a change of mind. Ask us first and follow the approval instructions; include the supplied components and packaging where practical.
Do any product-specific exceptions apply? If a product has a return restriction, it will be stated before sale where the law allows; mandatory consumer protections still apply.
What address should I use for a return? Approved items must be sent to the U.S. return centre identified in our authorization. Do not mail goods to the business address.
Is an approved return free to send? For an approved return, we supply prepaid postage or a free equivalent and pay the return freight, duties, customs handling, brokerage, and processing; there is no restocking fee.
How should I report damage or an order error? Please send the order reference and, if possible, photos. We will assess the problem and arrange an appropriate remedy, which can include a replacement or refund.
How long does refund processing take? We issue the refund within 10 business days after the authorized return arrives and is inspected. Your bank or card provider may then take 5–10 further business days to post it.
Privacy and contact
How can I ask about my personal information? Email support@herschelca.shop or call +1 (212) 376-0123. Support is available Monday through Friday, 9:00 AM–5:00 PM in the store’s local time.