The U Shop FAQs

Table of Contents

• Billing
• General Inquiries
• Shipping

Billing

When placing an order I get an error message stating that there has been an authorization failure. What went wrong?

Please double check the credit card number and expiration date on your card.  Unfortunately, we are unable to accept checks, money orders, gift cards, debit cards, prepaid cards or PayPal.

Is it safe to use my credit card on your site?

Yes! We understand that the safety of your personal information is extremely important to you. We use a wide array of electronic and physical security measures and devices to protect your personal data and credit card information from unauthorized access.

Do you charge sales tax on any item?

We are required by law to collect sales tax on all orders and the appropriate charges will be added to your merchandise total and displayed on your final order confirmation.

What method of payment do you accept?

You can pay with Visa, Mastercard, or American Express credit cards.

Unfortunately, we are unable to accept checks, money orders, gift cards, debit cards, prepaid cards or PayPal.

Can I get a refund once I have been billed?

Unfortunately, refunds are not offered on payments that have already been processed. All sales are final.

General Inquiries

Is there a limit on how many bundles I can purchase per order?

Yes. Your QUANTITY in your cart cannot exceed 10 per order. 

How do I unsubscribe from any of your mailing lists?

Select the UNSUBSCRIBE link at the bottom of one of our emails.

Is it safe to use my credit card on your site?

Yes! We understand that the safety of your personal information is extremely important to you. We use a wide array of electronic and physical security measures and devices to protect your personal data and credit card information from unauthorized access.

I tried to check out and the item in my shopping cart disappeared, what happened?

We are sorry that you were not able to complete your order. The selection on The U Shop is live and reflects what is in stock at that moment. Placing an item in your shopping cart does not guarantee your right to purchase that item. Until you have completed the checkout process, another customer may purchase the item even if it is in your cart. If that happens, you will receive a message on the shopping cart page informing you that the item is no longer available and that you should remove it from your cart.

I want to return my purchase! What do I do?

Unfortunately, all sales are final.

Can I enter more than one promo code on my order?

Only one promo code can be applied to each order. In the event you enter more than one promo code, the website will only accept the last promo code you entered.

Shipping

Is shipping free?

Customers within Ontario are currently eligible for Free Shipping at checkout for all orders exceeding $35 in total cart price before tax.

Customers in Canada outside Ontario are eligible for Free Shipping at checkout for all orders exceeding $45 in total cart price before tax.

Any orders not meeting these price thresholds mentioned above are subject to shipping fees determined at checkout by the shipping provider available to the customer at time of purchase.

Restrictions

Unfortunately we do not ship to Nunavut, Yukon, and Northwest Territories.

My order has shipped, but has not arrived?

Please email us at info@topbox.ca and we will ask Canada Post to conduct an investigation. Canada Post will proceed to contact you to investigate further.

I entered the wrong address and my box was Returned To Sender, what happens now?

If you entered your address incorrectly, a charge of $15 ($7 for the Return to Sender Fee and $8 for reshipment) will be invoiced to you if you wish for your order to be reshipped. 

Please note: Ushop is not held accountable for any packages that have been shipped with incorrect shipping information. However, if you have updated your shipping address before we shipped and your order was still shipped to the wrong address, please email us at info@topbox.ca and we would be happy to help you out!

My tracking information says my order has been delivered but I did not receive it! What should I do?

• If your order was delivered to a business please check the mail room, front desk or security
• If your order was delivered to an apartment building please check the Security desk or with the superintendent
• If you have a community mailbox please check in your box or Canada Post will leave a key in your box for the parcel compartment.
• If your box was delivered to a large company or institution (e.g. university) please check the mail room. This is the final point of delivery; there may be a time lapse before the mailroom delivers the item (or notifies for pickup).

Note: In rare cases, a delivery scan is entered into the Canada Post system before the item is delivered. If you cannot locate the item using the tips above, please allow 24 hour for updates or final delivery.

If 24 hours have passed, please email us at info@topbox.ca so we can begin an investigation with Canada Post.

How long will my order take to arrive?

Your order will be packed the next business day. Then Canada Post will deliver your order 1-3 business days within Ontario and Quebec. For all other provinces delivery time will be 4-7 business days.