Question 1

How do I place an order?

Accepted Answer

Simply browse our collections, select the items you like, and add them to your cart. When you’re ready, proceed to checkout, enter your shipping/payment details, and confirm the order. You’ll receive an email confirmation once the order is successfully placed.

Question 2

Can I modify or cancel my order after placing it?

Accepted Answer

If your order has not yet entered fulfillment (i.e., before our 4:00 PM PST cut-off on the same business day), contact us as soon as possible and we’ll do our best to modify or cancel it. Once an order has shipped, changes may be limited by carrier policies; we’ll assist you but cannot guarantee adjustments after dispatch.

Question 3

What payment methods do you accept?

Accepted Answer

We accept major credit/debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Google Pay. All transactions are securely processed.

Question 4

Are prices shown in CAD?

Accepted Answer

Yes, all prices on the site are in Canadian Dollars (CAD). International visitors may see approximate conversions, but final billing occurs in CAD.

Question 5

Where do you ship?

Accepted Answer

We ship from our Vancouver fulfillment center to all provinces and territories across Canada.

Question 6

How much does shipping cost?

Accepted Answer

Shipping costs are calculated at checkout based on the package’s weight, dimensions, destination, and selected service level. Remember: orders over CAD 90 qualify for free standard shipping within Canada.

Question 7

What is your handling time and cut-off?

Accepted Answer

Orders placed on business days before 4:00 PM PST are processed within 1 business day. Orders after 4:00 PM PST, on weekends, or on statutory holidays are processed on the next business day.

Question 8

How long will delivery take?

Accepted Answer

Delivery varies by region and chosen courier: British Columbia (major centers): ~1–3 business days after shipment; Other Western provinces (AB, SK, MB): ~2–4 business days; Central Canada (ON, QC): ~3–5 business days; Atlantic Canada: ~4–7 business days; Northern Territories: ~5–10 business days. These are guidelines; peak seasons or remote addresses may require extra time.

Question 9

How can I track my order?

Accepted Answer

Once your order ships, you’ll receive a tracking number via email. You can track the package on the carrier’s website. If you need assistance interpreting tracking updates, contact us.

Question 10

What if my package is delayed, lost, or damaged?

Accepted Answer

Delayed: First check the carrier’s tracking. If delay persists, contact us so we can liaise with the carrier. Lost: Notify us promptly; we’ll file a claim and arrange a replacement or refund per our policy once resolved. Damaged: Inspect items upon receipt. If damaged, keep all packaging and send us photos within 3 days; we’ll coordinate a replacement or refund.

Question 11

Do you offer local pickup?

Accepted Answer

Yes. We provide pickup service in Burnaby (near Metrotown). After placing an order, choose “Local Pickup” at checkout. You’ll receive an email when your order is ready.

Question 12

Where exactly is the pickup location?

Accepted Answer

Our designated pickup point is in the Metrotown area of Burnaby. The exact address and pickup instructions are sent by email once your order is ready. If you need more precise directions or wish to arrange a specific pickup time, reply to that email or contact support.

Question 13

What are the pickup hours?

Accepted Answer

Pickup is available on weekdays (Monday–Friday) during our business hours (e.g., 10:00 AM–6:00 PM PST). If you need a different time, please let us know in advance and we’ll try to accommodate.

Question 14

What is your return policy?

Accepted Answer

We accept returns of unused, undamaged items within 14 days of delivery. Items must be in original packaging. Return shipping costs are the customer’s responsibility unless the return is due to our error (e.g., wrong or defective item). Once we receive and inspect the return, we’ll issue a refund (minus original shipping, if applicable) or exchange as requested.

Question 15

How do I initiate a return or exchange?

Accepted Answer

Contact support with your order number and reason for return. We’ll provide instructions and, if applicable, a return authorization. Do not send items back before receiving our guidelines.

Question 16

What about defective or wrong items?

Accepted Answer

If you receive a defective or incorrect product, contact us within 3 days of delivery with photos/descriptions. We will cover return shipping and expedite a replacement or full refund.

Question 17

How can I confirm product compatibility (e.g., for Switch gadgets)?

Accepted Answer

Product pages list compatibility details (console versions, model numbers, etc.). If you’re unsure, reach out before purchasing; include your device details and we’ll advise.

Question 18

Are electronic accessories covered by warranty?

Accepted Answer

Yes. Most electronics/accessories carry a manufacturer’s or Shopeak-backed warranty (typically 6–12 months). Specific warranty duration and terms are noted on each product page. For warranty claims, contact us with order and issue details.

Question 19

How are cat products sourced or made?

Accepted Answer

We curate cat furniture and accessories focusing on quality, safety, and design. Materials and craftsmanship details are provided on product pages. If you need more information (e.g., materials, cleaning instructions), check the description or ask our support team.

Question 20

How do I apply discount codes?

Accepted Answer

Enter any valid promo code at checkout in the “Discount Code” field before payment. Only one code may apply per order unless stated otherwise.

Question 21

Do you offer free shipping promotions?

Accepted Answer

Our standard free shipping threshold is CAD 90 within Canada. From time to time, we may run site-wide or category-specific promotions—subscribe to our newsletter or follow us on social media to stay informed.

Question 22

Do I need an account to shop?

Accepted Answer

You can checkout as a guest, but creating an account lets you track orders easily, save addresses, and manage wishlists. We recommend signing up for convenience.

Question 23

How do you handle my personal data?

Accepted Answer

We take privacy seriously. Personal information is used only to process orders, communicate with you, and improve our services. For details, see our Privacy Policy.

Question 24

I’m having trouble using the website—what should I do?

Accepted Answer

Try refreshing your browser or clearing cache. If problems persist (e.g., checkout errors, broken links), contact us with a screenshot or description; we’ll investigate promptly.

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