FREQUENTLY ASKED QUESTIONS
1. Where are you located?
We are a Canada based company and operate out of the Toronto GTA area.
2. What is the default currency on your website?
All our prices are in CAD.
3. Do you ship internationally?
We ship all over the world.
4. Do you offer free shipping?
We offer free shipping for orders $50 and above all over Canada, and a flat rate of $18 for US orders of $50+.
5. Do you mail the package to a P.O box number?
We do not offer shipping to P.O box, DPO and AE, unfortunately.
6. Do you offer local curbside pick-up option?
We offer free contactless curb side pick up seasonally.
7. How do I check my order status?
Create an account with Also Sophia to check your order status. For any other concerns, email at email@example.com and we will respond within 48hrs.
8. How do I file a claim for a damaged or incorrect order?
Just email us the order number at firstname.lastname@example.org
And photos of the following: Damaged or incorrect product, Shipping label and shipping box and our sales team will be happy to help you out.
Once we receive these photos, we can dispatch you a replacement from our warehouse.
9. How to I change or cancel my order?
We do not guarantee order cancelation once placed as we work with a third party warehouse.
We can not make changes to your existing order. You may request a cancelation for that order, and place a new order.
If the order cannot be canceled, buyer is responsible for return postage. Once the items are received, we will refund the cost of the items. Shipping and handling fees will not be refunded.
10. What is your return policy?
We gladly accept regular priced items for exchange or full refund within 30 days of the ship date. The item should be in it's original packaging and not used or damaged.
Shipping and handling cost will not be refunded. Return shipping costs are at the expense of the buyer. The refund will be processed to it's original form of payment within 15 days of receiving the returned product.
Please email email@example.com for instructions regarding shipping address.
11.What is your policy for sales, markdowns and price adjustments?
All items that are marked down are yours to keep. They are not eligible for returns or exchange of any kind.
Due to the high demand for Also Sophia LTD. products, price adjustments will no longer be honored. We apologize for this inconvenience; however, rest assured your support will allow us to continue to offer our community great quality products at a great price for many years to come.
12. Do you collaborate with influencers or other businesses?
We believe in collaboration over competition. Email us at firstname.lastname@example.org with your collaboration offer, and our campaign manager will respond to you within 48hours.
13. Do you offer contactless pick up?
Yes, our pickup location is in Mississauga, major intersection, Erin Mills Parkway & HYW 403.
Pick up orders will be ready for pick up within 2-3 business days.
Once the order is ready, you will receive a detailed email with the instructions and pick up address. Please add email@example.com to your email contacts to avoid missing it.
We will hold your order for 7 days before restocking and refunding them. A $5 restocking fee will apply to any orders not picked up within the given timeframe.
14. How has Covid-19 affected your business?
THANK YOU for supporting our small business. As a new seasonal business, we are very grateful for each and every customers!
Currently we are living during uncertain times. Our Also Sophia LTD. team and warehouse team has taken precautionary measures to keep everyone safe while still offering the best service possible.
We continue to follow guidelines from local governments and health agencies we want you to be updated you our status:
• All Also Sophia LTD. items that are currently in stock are available for purchase and will be shipped out by our warehouse team. Due to shipment delays, our out of stock items will remain "sold out" until further notice.
• Fulfillment teams are working at a reduced capacity, so fulfillment may take longer than you've experienced before.
• Canada Post has been impacted by COVID 19 and as such shipping delays are expected with this carrier.
• We are now shipping using UPS and Purolator. Shipping delays may still be expected for both Canadian and US shipments.
• Average shipping times are as follows:
• Canadian 2-7 days- Delays may occur.
• US 5- 10 days- Delays may occur.
• International - 6 weeks + - Delays are expected due to reduced air travel.