PROUDLY CANADIAN, EH! | $10 OFF EACH ADDITIONAL ITEM IN CART | SHIPPING $4.99 / FREE ON $49+ | CANADA-WIDE DELIVERY - FAQ

Frequently Asked Questions

This page has been last modified on August 28, 2019

SHIPPING

How Long Will It Take To Get My Package?

Canadian Warehouses:

Shipping time relies on the courier company/postal service, the service type chosen and various Canadian warehouse locations from which the items are shipped. Items from Canadian warehouses are shipped by expedited or express shipping (depending on the product size & weight) which take up to 2-6 business days whereas the regular Canada Post delivery service takes up to 8 business days.

 

Warehouses in China:

Items from our Chinese warehouses are shipped via “EMS International Expedited Air Parcel” which takes ONLY 10 business days (14 Calendar Days). Many shipments are surprisingly being delivered by Canada Post in ONLY 8-9 business days if there is no processing delay by Canada customs clearance at the Canadian borders. PLEASE NOTE that for the Chinese shipments, even though a vast majority of our products are not charged any extra duties and taxes by Canadian Customs, some items will be subject to import duties that must be paid by the buyer/receiver during delivery.

What Shipping Methods and Carriers Are Being Used?

Canadian Warehouses:

All products are shipped either by ground or air depend on the weight, dimension, available carriers and warehouse locations in Canada. We mostly use UPS, Purolator, FedEx, Canpar, and Canada Post trackable regular, expedited and express services. Almost all orders are trackable and traceable.

 

Warehouses in China:

Items from our Chinese warehouses are shipped via “EMS International Expedited Air Parcel” which takes ONLY 10 business days (14 Calendar Days). Many shipments are surprisingly being delivered by Canada Post in ONLY 8-9 business days if there is no processing delay by Canada customs clearance at the Canadian borders. All shipments are trackable and traceable.

Do you ship to an International mailing address other than Canada?

Unfortunately, we ship ONLY to the Canadian mailing addresses. Our checkout system will not allow you to place an order with any international mailing address.

I Entered The Wrong Billing/Shipping Address, How Can I Get This Fixed?

Just send us an email ASAP through our “Contact Us” tab so we can correct it before your order is shipped out. Please type [WRONG SHIPPING ADDRESS] in the subject line so that we can immediately spot the enquiry and prioritize it.

Will Christmas Affect The Shipping Times?

As usual, due to the high volume of orders and shipments that are being sent and delivered in November and December, orders can arrive up to 5 business days later than expected timeframe.

How Do I Set My Shipping Address?

On the final checkout page, you will be given an option to choose shipping details.

MY ORDERS

How Do I Find A product?

Simply type in the keyword or phrase of the product that you’re looking for into the homepage or shop page search bar located on the top. You can also search for products by name or features, such as brand, artist, Manufacturer’s Part Number, SKU etc.

I am looking for a particular product department but it is not on the site’s category list.

No worries! The best way to find a product is to simply type in a variety of short keywords such as a word or a part of the word or a phrase, MPN, SKU etc. in order to get the highest numbers of results. The search bar is conveniently located at the very top middle of any page across the site.

How To Get $10 Off On Each Additional Item In My Cart?

You pay the marked price for the 1st item in the cart but as soon as you add an additional item either from the same or a different category site-wide, $10 discount will automatically be applied on “each additional unit” added into the cart.

Please note, there are only 5-10 items in our entire store on which this discount does not apply.

I Have Questions About The Details Of A Product.

Please send us an email inquiry and we will respond within 24 business hours or earlier possible.

Do I Have To Pay Sales Taxes, Customs Duties And Import Taxes?

Canadian Warehouses:

Our business is registered in all Canadian provinces. Thousands of products are shipped from our Canadian warehouses, so you pay only GST/HST and PST depending on the province you are located in.

 

Warehouses in China:

The good news is that a vast majority of our products shipped from China are not being charged any extra duties and/or taxes by Canada customs clearance service but still, some random items are subject to import duties that must be paid by the buyers/receivers during Canada Post’s delivery. So, it is buyer’s / receiver’s responsibility to pay the imposed duties.

Now, if Canada Customs ever charges you taxes (GST/HST and PST), Canada Post will ask you to pay it during delivery. So, first, pay and collect your package, email us a copy of your CBSA charge breakdown notice that came with the package and your payment receipt from Canada Post, we will refund you the taxes you paid; No question asked!

Do I Pay EHF (Environmental Handling Fee) On Electronic Items?

Not all electronic items are subject to EHF. Each province has its own EHF rate whereas some provinces do not charge EHF at all. If your item has an applicable EHF, it will show up on the final checkout page.

I Only Received One Item, Where Is The Rest Of My Order?

There is nothing to worry about; the rest of your order is on the way! On numerous occasions, we need to ship items individually due to item availability in certain warehouses and numerous warehouse locations across Canada and China.

On the other hand, we also want our customers to receive their orders as soon as possible and we don’t want to retain the entire order to cause a delay in the shipment.

How Do I Place An Order?

When you’re ready to place your order, click “Add to Cart” button, then click on the shopping bag icon on the top right corner of the page, then click on “View Cart” and then click “Proceed to Checkout”.

Do I Need to Create an Account To Place An Order?

ABSOLUTELY NOT! You can check out simply as a guest but if you create one you will be able to view your order tracking numbers, purchase history and amount spent over time.

How Do I Check My Orders?

You can check your order details simply by logging into your customer account. If you have not created an account and checked out as a guest, you are unable to access your order status but you can still track your package with the tracking number sent to your email address.

How Do I Track My Package?

We email a shipment notification with a tracking number once your item is shipped. If you order different varieties of products, it is sometimes common that each variety is shipped separately with different tracking numbers which are notified by email and are also available in your customer’s account.

Shipments from Canada can be tracked on the carrier website; just follow your shipment notification email.

Shipments from China sent via “EMS International Expedited Air Parcel” can be tracked by visiting any of these international shipment tracking services websites:

https://track24.net/

https://global.cainiao.com/

https://www.17track.net/en

Once Canada Customs releases the shipment, it is handed over to Canada Post and you can track it by visiting:

https://www.canadapost.ca

My Shipment Tracking Number Does Not Show Any Result?

The tracking number that you have received by email may not show any immediate result since some shipping carriers including UPS takes 24 hours to update tracking information on their sites. So, please hold tight and check back in the next 24 hours.

I Want To Change Something In My Order, How Can I Do This?

Just send us an email ASAP through our “Contact Us” tab so we can modify your order. Please type [MODIFY MY ORDER] in the subject line so that we can immediately spot the enquiry and prioritize it.

How Do I Cancel An Order?

Just like if you were to enter the wrong address for your order, send us an email ASAP through our “Contact Us” tab so that we can cancel your order. Please type [CANCEL ORDER] in the subject line so that we can immediately spot the enquiry and prioritize it.

How Do I Leave A Product Review?

You must create an account before you purchase an item. Log into your account; go to your order summary page, click the product you purchased; leave a review.

RETURNS & REFUNDS

What Is Your Return & Refund Policy?

OWL DISCOUNT Return & Refund Policies and Procedures

 

– All online sale returns must be pre-authorized by OWL DISCOUNT.
Before returning any item to Owl Discount, the customer must obtain a valid “RETURN MATERIAL AUTHORIZATION” RMA number from the OWL DISCOUNT Support Team.

 

– All return shipments must be received by OWL DISCOUNT within 14 days of an RMA number being issued.

 

– Shipping returns in the same shipping packaging they arrived in is always preferred. Returns that are improperly shipped resulting in damage may be refused or subject to additional restocking fees.

 

– OWL DISCOUNT reserves the right to charge a minimum 15% restocking fee on any returned item that is opened and not DOA or to deny any return that has missing or damaged retail/product packaging. If the returned item is found to be defective or DOA and all pieces for the item (packaging, accessories, etc) are returned intact, the restocking fee will be waived.

 

– The customer is responsible for paying the costs of return shipping, plus any applicable insurance deemed necessary unless the item is defective (see below). Return shipping cost will be deducted from the refund amount.

 

Returns for Refund

 Requests to return an item for a refund must be received within 15 days of delivery.

 

Returns for Replacement

Requests to return a defective item for replacement must be received within 30 days of delivery.

 

Returns for Damaged item

Although we do our best to pack according to exceed manufacturer standards. Shipping damage must be reported within 48 hours of receiving the shipment to be considered. If there is noticeable shipping damage on the outside of the box, please reject the shipment with the courier and do not accept the package.

 

Returns for Defective item

– OWL DISCOUNT considers products to be defective that are inoperable at the time they are received by buyer (“DOA Products”) or that do not function in accordance with the specifications published by the manufacturer or publisher of the Products and are covered under the manufacturer’s or publisher’s warranty.

 

– Unless otherwise stated, all warranties are direct to Manufacturers’ Warranty only. Any signs of tampering or physical damage to products will void all OWL DISCOUNT warranties and return policies.

 

– In the event, an item is reported to be defective or dead-on-arrival (DOA), OWL DISCOUNT will provide the customer with a prepaid waybill to return the item. The returned item will be tested and once the defective or DOA state has been confirmed, a replacement unit will be shipped to the customer. In the event, a replacement is not available, or no longer on a sale that can be honoured to the expiry of a manufacturer rebate, the order will be refunded. If the returned item is found not to be defective and in reasonable working order, the cost of return shipping will be deducted from the final refund due to the customer.

 

– OWL DISCOUNT reserves the right, in its sole discretion, to refuse returns of Products rendered defective, in whole or in part, by causes external to the Products, including, but not limited to, catastrophe, power failure or transients, overvoltage on the interface, external extremes, alteration or modification, abuse, improper use, maintenance or application of the Products or the use of unauthorized parts or attachments in connection with the Products. Removal of any serial number or warranty labels will also void any obligations of OWL DISCOUNT concerning a Product.

 

– Under the return policy of the applicable manufacturer or publisher, OWL DISCOUNT will make reasonable efforts to replace defective Products; however, OWL DISCOUNT reserves the right to require buyers to return defective products directly to the manufacturer or publisher for replacement according to the manufacturer’s or publisher’s own defective products return policy.

 

The following criteria are inspected for the products returned to OWL DISCOUNT:

OWL DISCOUNT considers the following to constitute damaged retail/product packaging:

  • Rips, tears, or punctures of exterior or interior packaging
  • Writing on the exterior or interior packaging
  • Damage to or removal of UPC or serial number
  • Any signs of tampering to the packaging

 

OWL DISCOUNT considers the following to constitute missing retail / product packaging:

  • No original retail box / packaging
  • Missing items (manuals, accessories, etc.)
  • Missing packaging materials (Foam inserts, cardboard spacers, etc.)

 

OWL DISCOUNT considers the following to opened retail / product packaging:

  • Broken or removed seals
  • Broken or opened internal packaging or bags
  • Broken or opened external retail packaging.

 

What Items are Non-Returnable and Non-Refundable?

In accordance with Canadian federal and provincial guidelines and for the safety of our consumers, the following products are non-returnable and non-refundable under any circumstances once opened and items that carry only the manufacturer’s warranty. Please see below for information on product categories where these restrictions apply. Only some items from this list will be replaced under our 30 day DOA coverage.

 

Electronics

  • Processors / CPUs
  • Mainboards / Motherboards
  • Printers, Ink cartriges & Toner
  • Office Supplies
  • Projectors
  • Media (Hard Drives, Solid-State Drives, USB Drives, Optical Discs, Tape & Flash Media)
  • Headphones, Headsets, & Microphones
  • Software & Licenses (Final Sale – No DOA coverage)
  • Monitors

Health and Beauty

  • Perfumes and Fragrances
  • Skin Care Products
  • Makeup and Nail Care Products
  • Personal Grooming Products
  • Aromatherapy and Massage Products
  • Vitamins and Supplements
  • Medical Supplies and Equipment
  • Dental Care Products
  • Insect Repellents and Sunscreens

 

Personal and Perishable Items

  • Intimate Apparel / Undergarments
  • Jewelry such as ear, nose, tongue rings etc.
  • Health and personal care items
  • Body Jewelry
  • Products containing food items
  • Flowers and Plants

 

Non-Returnable If Opened

  • Mattresses
  • Mattress Toppers and Pillows
  • DVD, CD, Blu-Ray, video games
  • Items sold in bulk or by the case

Non-Returnable if worn, or if tags/liners are removed

  • Swimwear
  • Designer Clothing
  • Designer Handbags and Accessories
  • Other hygene related products (Blankets, pillows etc.)

 

Other Non-Returnable Items

  • “As is” and “Final Sale” items
  • Factory-Sealed sports collectibles
  • Gift Cards
  • Prepaid game cards (World of Warcraft, Xbox 360 Live, Wii Points, etc.)

 

Returns Condition Policy for Jewelry, Watches and Accessories:

We accept returns on jewelry and watches within our return policy. We will only accept items in new, unworn, and non-altered (including sizing) conditions. We thoroughly inspect all jewelry and watch items before your refund is issued. Please see our Jewelry and Watch Returns Condition Policy chart below for more details.

If your item was damaged during shipping or you suspect possible tampering, contact us immediately. Do not discard the box and/or packaging. The carrier will inspect the box and/or packaging to determine liability.

  • Jewelry and watches with a value of $100 or more should be sent separately, with only one item per package.
  • Use a trackable shipping method. We will request a tracking number for each item.
  • Insure items valued at $500 or more for their full value.
  • For security purposes, do not write on the outside of the package or directly on watch boxes.

NOTE: Owl Discount accepts no responsibility, regardless of value, for untrackable or uninsured items. UPS, FedEx, and USPS each have different tracking policies. For more information, please contact your preferred carrier.
We thoroughly inspect all jewelry and watch returns and assess them according to their condition:

Excellent: (100% Refund)

  • Within Owl Discount’s Jewelry & Watch 30-day Return Policy.
  • Pristine showcase condition. New, unworn, and needs no refurbishing.
  • Arrives in new, undamaged, original box or case.
  • Complete with all original parts, links, and accessories.
  • Complete with all original certificates, manuals, appraisals, and tags.
  • No evidence of sizing, service, alteration, wear, or blemishes of any kind.
  • Any attached Mylar tags are unbroken.
Good: (40% to 80% Refund)

  • Falls within Owl Discount’s Jewelry & Watch 30-day Return Policy.
  • Restorable to “like-new” condition.
  • Arrives in new, undamaged, original box or case.
  • Complete with all original parts, links, and accessories.
  • Complete with all original certificates, manuals, appraisals, and tags.
  • Sizing, service, alteration, wear, or blemish of any kind that is not refurbishable.
  • Any attached Mylar tags are unbroken.
Fair: (0% to 40% Refund)

  • Falls within or outside Owl Discount’s Jewelry & Watch 30-day Return Policy.
  • Non-refurbishable cosmetic defects (e.g. scratched or scuffed gold plating/special finishes and scratched/ripped leather or rubber bands).
  • Missing or damaged original box.
  • Missing any parts, links, or accessories (subject to evaluation).
  • Missing original certificates, manuals, appraisals, and tags.
  • Significant wear or damaged (but repairable) watch movement.
Poor: (NO Refund)

  • Falls outside Owl Discount’s Jewelry & Watch 30-day Return Policy.
  • Items do not match the original serial number or SKU number.
  • Non-repairable mechanical damage or significant cosmetic damage.
  • Wear, blemishes, or cosmetic damage.
  • Damaged watch movement due to inappropriate wear or use.
  • Missing original box or case.
  • Missing significant parts, links, or accessories.
  • Missing original certificates, manuals, appraisals, and tags.

Return Condition Policy for a Designer Handbag:

Be sure to contact Customer Care to set up a return on a designer handbag. Before contacting Customer Care, read through the following checklist to make sure your return meets the following requirements:

  • Security tags have NOT been removed. Designer handbags are not returnable if the security tags are removed.
  • You are returning within Owl Discount’s Standard 30-day Return Policy.
  • The handbag must be in pristine showcase condition. New, unused, and needs no refurbishing.
  • The handbag is new, undamaged, and in the original box or case.
  • Has all original parts, sleeper bags, and accessories.
  • Has all original certificates, manuals, appraisals, and tags.
  • No evidence of service, alteration, wear, or blemishes of any kind.
  • Any security tags or other tags are attached and undamaged.

 

Please note that this is not an all-inclusive list, and there may be other select items that are not returnable. If you are whether an item is returnable or not, please contact us before placing an order.

I have received my product damaged?

We believe you understand that products may occasionally arrive damaged due to any unforeseen reasons. If any of your items arrive damaged, please email us immediately with a photo attached through our “Contact Us” page and we will offer the best possible solution.

I have received the wrong item/color/quantity?

We apologize in advance if you have received a wrong item/color/quantity. If any of these happened, please email us immediately with a photo attached through our “Contact Us” page and we will offer the best possible solution.

PAYMENTS

What Payment Methods Are Available For My Purchase?

Paypal, Visa, Master and American Express.

How Does Owl Discount Process Payments?

All prices on our site are in Canadian Dollars. All your payments and financial details such as credit card information are directly processed through the 100% secure 124-bit encrypted payment processing gateway “Stripe Inc.” which means your bank card information is never stored in our company server rather it is directly processed in Stripe’s 100% safe and secure server.

MY ACCOUNT

How Do I Register For My Account?

Simply click the tab “My Account Login / Register” on the top of any page and follow the instructions.

How Do I Change My Email Address?

Simply log into your customer account and modify it there.

I Have Forgot My Password; How to Retrieve it?

Simply Click “Lost Password” tab on the top of any page and follow prompts.

Can't Find The Answer Looking For?

Leave us a Message

If you can’t find the answer to your question on this FAQ section, please contact us and we will reply within 24 hours or possibly earlier. Thanks!

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