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FAQ

General

If I see something on Instagram but not online can I still order it?

Yes, of course you can, sometimes it can take up to 2 days for the item to be put online. If you are wanting sooner to make sure doesn't sell out before hand you can contact us by email or phone to order directly through us. 

Please feel free to contact us at customerservice@uptowncasuals.ca or phone us at 306.783.0303

Payments

How can I pay?

We accept Visa, Visa Debit, MasterCard and American Express. We also accept PayPal and prepaid debit cards.

If I have a gift card from one of your stores, can I use it online?

To be able to use your gift card from in-store, the easiest way is to place your order by contacting us by email or phone,

Is it safe to order online?

Yes it is. We are a member of “Verified by Visa” and “Secure by Mastercard,” which provide additional security when using your cards online. We use industry-standard encryption systems for potentially sensitive information, like your name, address and other critically sensitive information like your credit or debit card details. Information passed between your computer and our site can’t be read in the event of someone else intercepting it.

Processing

How do I know you have received my order?

Once you’ve placed your order, you will be directed to an order confirmation message, which will contain your order details. This information will also be emailed to you. Once we receive your order and process it you will receive an email saying your order has shipped.

Can I make changes to my order?

If you would like to make changes to your order, we are able to as long it as not been processed and shipped yet.

 

What should I do if I receive an incorrect or faulty item?

 Contact us within 3 days of receiving your order be email or phone. Please include your order number, further details of your issue and a picture of the item. We will then contact you back and let you know the best options to assist you. 

 

Shipping

Where do you ship to?

We ship everyday, everywhere. Within Canada and International 

How much does shipping cost?

$12 flat rate for all orders within Canada
Orders over $150 qualify for free shipping

 

     How long will shipping take?

    Estimated days:
    Within Saskatchewan- 3-5 Business Days
    Within Canada- 4-5 Business Days

     

    Can I ship to a different address than my billing address?

    Yes you can. Make sure you provide the address under your shipping address. Please provide company name if going to a store/work location. 

    What if my parcel doesn’t arrive?

    We ask for you to wait up to 4 days after the promised delivery date to receive your parcel in case of a shipping delay within the postal system. If you still have not receive parcel after that time frame we ask you contact us with your name and order number and we will do our best to locate and track down your package whereabouts. 

    Returns

    What if my item doesn't fit?

    We are sorry to hear your time didn't work, we offer exchange or in store credit. We ask you ship your item back to us with your receipt in the package providing your name and number. Once received we will contact you letting you know we received and from there we can either exchange it or put the store credit under your account until next time of purchase. Make sure you follow all the steps to make sure your product(s) is eligible to send back. 

    Shipping and handling on returned merchandise will not be refunded. 
     

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