I have received a discount code. Where do I enter it?
Please click on “view your bag”. The field where you can enter the coupon code is on the left side of the page, right below the items you have in your shopping bag.
Please note: coupon codes are needed to receive the discount offer and cannot be used in conjunction with other coupons. All Coupon codes have expiration dates and will not work once expired.
I didn’t receive my welcome discount code when I signed up for the newsletter.
After you have signed up for our newsletter, you will receive an email from us, asking you to confirm your subscription by clicking the link. A window with the coupon code will pop up. If you have missed it, no worries: Please shoot us an email at firstname.lastname@example.org or call 1 866 448 1271 so we can help you.
Please note: Our welcome discount which is 15% off your first purchase is a one time use only code. It cannot be used in conjunction with other coupon codes.
Is there any price adjustment for missed promotions?
We are happy to adjust your pricing if your purchase is within 1 day after the promotion has ended.
Your promotion says I’d get free shipping if I’m over a certain value, however, at checkout I am charged for shipping.
Please note that free shipping applies to the price before tax and after eligible discounts. Please refer our shipping page for more information.
How often do you have offer promotions?
We run promotions and discount codes periodically. The best way to stay in the know is to follow Red Canoe on social media or sign up for our newsletter. If we are running a promotion, you will be able to find the details on our home page in the main image, or in a banner at the top of the page.
What is your current promotion?
We’re offering free shipping over $50 (after discount and before taxes) within Canada and the United States. Refer to our shipping page for more info. Exempt from free shipping over $50 dollars: Please note that free shipping promotion does not apply to the purchase of more than one Maple Syrup Candle. Please email us to obtain a shipping quote if you would like to purchase multiple candles.
How can I return/exchange the items I have ordered?
There is a few ways to go about it: You can either return your item via mail or, if you are in Toronto and you’d prefer, come by one of our stores. Please call ahead to confirm stock availability. For refunds please bring your receipt and original card the purchase was made with. To send back your item(s) via mail, please print and fill out our return form and send it back together with the item(s) you wish to return/exchange.
How long does it take to receive my refund?
We will process your refund within 2 business days after having received your return item(s) in the mail, but it might take up to 5 business days to actually see money back in your account. You will receive an email confirmation as soon as the refund has been processed. Refunds may only be issued to the credit card used to make the original purchase.
How do I return an item that was gifted to me?
Please print and fill out our return form and send everything back to us (address on return form). If you request an exchange, we will cover the shipping of the new item back to you. Please note that any refunds can only be issued to the credit card used to make the original purchase.
I purchased a Red Canoe item elsewhere but would like to exchange it.
No problem, we can exchange your item(s) in colour and size. To do so, please fill out our return form and send it back to us with the item(s) you wish to exchange. If you are looking to be refunded, unfortunately it is currently impossible for us to issue a refund for items purchased elsewhere.
Can I be refunded for an online purchase in store?
We’d love for you to stop by and and return your item in person to either of our two Toronto stores: We can receive the item(s), but due to the nature of an online purchase your refund will have to be processed by our head office. We will take care of your request within two days of receiving it, but it might take up to 5 business days to actually see the money back in your account. You will receive an email confirmation as soon as your refund has been issued. Refunds can only be issued to the credit card the original purchase was made with.
Will Red Canoe pay the shipping for my return?
For refunds or exchanges, the customer is responsible for all charges related to shipping the item back to us. If you request an exchange, we’ll cover the shipping when we send the new item(s) back to you.
I received a wrong/damaged/defective item. What should I do?
First of all, we are really sorry! Please give us a call at 1 866 448 1271 or e-mail us at email@example.com to fix this as quickly as possible.
Which currency will I be charged in?
Customers ordering from the United States and Canada will be charged in their local currency. If you are purchasing from outside of the United States or Canada, your payment will be processed in US dollars. The exchange rate will be determined by your credit card company.
What forms of payments do you accept?
Online we currently accept Visa and MasterCard. Our Canadian customers can also shop with American Express. In store we accept all types of cards and cash.
Do you offer any other way to place an order?
While our customers are encouraged to visit our website and order online we also appreciate that online shopping is not for everyone. Feel free to give us a call if you would prefer to place a phone order, we’re happy to help! Orders can be placed over the phone (Monday – Friday 9:00 am to 5:00 pm E.S.T.) by contacting us with our toll-free number 1 866 448 1271.
Can I edit/cancel my order?
Once we receive your order, we start working on it right away! If you’d like to cancel or edit the shipping address on your order, please email us at firstname.lastname@example.org or call 1 866 448 1271 as soon as possible and we’ll do our best to accommodate requests. Our customer service team is available Monday through Friday from 9 am – 5 pm EST and requests outside of these business hours are not guaranteed.
While we are unable to modify the contents of orders, we are happy to assist with the return or exchange of any eligible items once you have received your order.
Where can I shop Red Canoe gear?
Can I pay online with PayPal?
We’re so sorry, we currently only take Visa and MasterCard online. Our Canadian customers can also shop with American Express on our website.
Do you offer gift cards?
Yes, we offer physical gift cards you can get at our store at our two Toronto locations. Online gift cards are unfortunately not available yet – but we are working on something.
I keep getting error messages when trying to order. What is going on?
Your order might not go through for a number of reasons: Please make sure that you are entering the billing address that your bank has on file for your card. Maybe you have moved recently or the card you are using is under somebody else’s name? If you are shopping from outside of Canada, please note that we currently only accept Visa and MasterCard. If the problem persists, please reach out to our Customer Service email@example.com and 1 866 448 1271.
My order failed but I see a charge on my card.
Sometimes even if your order didn’t go through your bank will put a temporary hold on your card. In our experience the charge will be dropped shortly. If the problem persists, please reach out to our Customer Service firstname.lastname@example.org and 1 866 448 1271.
How do you ship?
We ship with UPS, Canada Post and within Canada with a local courier. If you have any specific shipping requests, please contact Customer Service at email@example.com or call 1 866 448 1271.
How much is shipping?
We offer flat rate shipping in Canada for $14.99 CAD, United States for $19.99 USD and worldwide for $35 USD. If you order is over $50 we ship for free, although free shipping only applies to orders over $50 before-tax (after eligible discounts have been applied), within Canada and the United States.
Where do you ship to?
We ship worldwide. Please refer to our shipping page to find out about shipping fees and methods.
How long will it take for my package to arrive?
Once your order is placed it will take 1 – 3 days to process the order. We’ll send a confirmation email with tracking information as soon as it leaves our warehouse. Depending on your location and stock availability, you can expect your items anywhere between 7 – 10 business days after purchase.
Please note that we don’t ship on weekends or holidays; if your order is placed over the weekend, we’ll ship it on the following Monday.
Can I pick up my order up in-store?
Yes, you can. To do so, before you place your order online, please give us a call at 416-205-1271 x 200 so we can set the item(s) aside for you and provide you with a code for free shipping to use online.
I didn’t receive my tracking number.
Please try checking your junk mail or spam folder. If you still can’t find it, please email us at firstname.lastname@example.org or give us a call 1 866 448 1271.
My tracking says that the item was delivered, but I haven’t received anything.
Sorry to hear that. What you can do:
- Check if a neighbour has received your package on your behalf.
- Look out for a UPS delivery notice (in this case your package will be delivered to the UPS access point closest to you).
- UPS might have left your package in a discrete spot.
If you still can’t find your package, please email us at email@example.com or give us a call 416-205-1271 so we can look into it.
My tracking number doesn’t show anything. What is going on?
Nothing to worry just yet: Tracking numbers are sent out as soon as the shipping label has been created. That’s why sometimes they don’t show the status yet. Please check back a few hours later or the following day.
How should I clean my Red Canoe cap or bag?
We recommend spot cleaning with a sponge.
Will my t-shirt shrink?
Our t-shirts are washed after printing so there shouldn’t be any shrinkage for you to expect.