Frequently Asked Questions

Get answers to the most frequently asked questions here at Shopville!

If you need additional assistance, do not hesitate to Contact Us by email or Facebook.

Q: Where is my package? / Are packages being delayed due to COVID-19?

A: Canada Post is currently experiencing a volume of parcels that is greater than any Christmas they have ever faced. In their efforts to protect their valued employees and our valued customers, they are also practicing social distancing measures that are causing a significant number of packages to be delayed by up to 5 business days. We are both very sorry for these delays!

Rest assured, all packages with tracking will have the most up to date information shown on the Canada Post tracking site. A link to this is shown on your order detail page after your order has shipped. Neither us, nor Canada Post has any information beyond what is shown on the tracking page.

If your package shows no tracking updates for ten consecutive days, please Contact Us or Canada Post and we can begin an investigation for you. The Canada Post customer service team is experiencing an abnormally large volume of service requests, so there may be further delays in the investigations - although they are usually concluded within 5 business days.

For all Standard Shipping orders with no tracking number, your package may arrive up to one week late past the 20 day delivery guarantee shown to you at checkout. If your item has not arrived after this time, please Contact Us and we can have Canada Post do a trace for your package, which usually takes about 5 business days. At the end of this period, the item will have been delivered or Canada Post will declare it lost, at which time we can resolve your claim.

Once again, we are very sorry for these delays! Rest assured, both Shopville and Canada Post are doing everything we can to get you your packages as fast as possible. We know how important our delivery guarantees are to our customers, and we thank you for your patience as we all navigate this thing together!

 

Q: What steps is Shopville taking in response to COVID-19 to keep customers and team members safe?

A: The safety of our teammates, our customers and their families is of the utmost importance to us. Limiting the spread of the COVID-19 virus is the most effective tool we have to flatten the curve and we are taking the following steps to minimize transmission and keep everyone safe and healthy.

If a member of our staff feels even the slightest bit sick, they are staying home - We are 100% dedicated to the safety and good health of everyone involved with Shopville. If any members of our team feel at all sick or display any possible symptoms of the COVID-19 virus, they are being told to stay home with full pay. We firmly believe that nobody should ever feel compelled to work while sick during such a time of global crisis. We greatly value our Shopville Family and all of the hard work they do for us, and we are committed to ensuring our staff is all taken care of while we all navigate this pandemic together!

Only essential staff and couriers are currently being allowed in our warehouse - All employees able to work from home are staying home, and only those essential team members that package and ship your items are being allowed into our warehouse. And they are working very hard! All non-essential deliveries are currently suspended, and only essential shipping trucks are being allowed to dock at the building - those couriers are being asked to remain a safe distance from any employees and are not being allowed inside the physical building except where absolutely necessary.

All of our employees are currently being required to wash their hands every time they enter and leave the shipping area - Washing your hands is the single most effective method to prevent the spread of COVID-19. In addition, we have hand sanitizer available in all shipping areas for additional safety.

All employees are wearing masks - We believe that N95 masks and other important PPE is best in the hands of the healthcare first responders, doctors and nurses working tirelessly to save lives and take care of the sick. With that said, all staff are wearing non-rated face masks as an extra layer of protection for themselves to prevent any spread of the virus.

Our team members are being asked to strictly observe social distancing measures while at home - We are very dedicated to serving our customers all across North America. We are requiring that our staff are all staying in quarantine at home and limiting interaction with other people as much as possible. We understand that packages from our facility wind up in tens of thousands of homes all across Canada and the USA, and we will take every precaution we can to make sure everyone stays safe and healthy.

If you have any questions about our COVID-19 response, or you simply want to say thank you to our frontline workers sending out the thousands of orders a day to your homes, please Contact Us!

 

Q: How do I place an order?

A: Find your selected item and click the button that says "Add to Cart".
  - Your cart is located at the top right of the screen. The number next to your Cart indicates how many items you've added.
  - Click "Checkout Now" and follow the prompts to complete your purchase.

You can Create an Account and we will email you a code for 10% off of your first order!

 

Q: How do I cancel / make changes to an order?

A: To make changes to an order or request a cancellation, simply Contact Us by email or Facebook. Your order will be updated the next business day before orders are processed. If we are notified once an order has already been processed, we will be unable to make changes to or cancel the order.

Please note that an item may be processed before it is marked as shipped, and our orders are processed every weekday at 7:00AM Mountain Time.

 

Q: Why hasn't my order shipped?

A: Here at Shopville, orders are always processed next business day. We use a country-wide network of fulfillment centers to get you your item as fast as possible, whether you live on the West Coast in British Columbia or in a hamlet in Newfoundland! Live in the USA? We also have fulfillment centers within the United States... So you NEVER pay customs fees!

If your order is being shipped from an external fulfillment center,
it may not mark as shipped until it is assigned a tracking number
which can take several days.

Orders will ALWAYS arrive within the promised delivery times which can be found on our Shipping Information page!

 

Q: Is Shopville secure?

A: Yes, we go to extreme lengths to ensure all of your data is secured and protected! Your payment and shipping information will be encrypted by Shopify and our payment gateway providers, PayPal and TD Merchant Solutions - Online Mart, powered by Bambora.

Shopville never has access to your personal banking information!

 

Q: Who do you use for Shipping?

A: At Shopville, we use Canada Post and USPS for all of our shipping needs! However, our country-wide external fulfillment centers may use other carriers in order to get you your item as fast as possible.

Rest assured, all orders are fully guaranteed to arrive in pristine condition and are covered by our No-Hassle Return Policy!


Shopville
Play. Watch. Live.

Frequently Asked Questions

Get answers to the most frequently asked questions here at Shopville!

If you need additional assistance, do not hesitate to Contact Us by email or Facebook.

Frequently Asked Questions

Q: Where is my package? / Are packages being delayed due to COVID-19?

A: Canada Post is currently experiencing a volume of parcels that is greater than any Christmas they have ever faced. In their efforts to protect their valued employees and our valued customers, they are also practicing social distancing measures that are causing a significant number of packages to be delayed by up to 5 business days. We are both very sorry for these delays!

Rest assured, all packages with tracking will have the most up to date information shown on the Canada Post tracking site. A link to this is shown on your order detail page after your order has shipped. Neither us, nor Canada Post has any information beyond what is shown on the tracking page.

If your package shows no tracking updates for ten consecutive days, please Contact Us or Canada Post and we can begin an investigation for you. The Canada Post customer service team is experiencing an abnormally large volume of service requests, so there may be further delays in the investigations - although they are usually concluded within 5 business days.

For all Standard Shipping orders with no tracking number, your package may arrive up to one week late past the 20 day delivery guarantee shown to you at checkout. If your item has not arrived after this time, please Contact Us and we can have Canada Post do a trace for your package, which usually takes about 5 business days. At the end of this period, the item will have been delivered or Canada Post will declare it lost, at which time we can resolve your claim.

Once again, we are very sorry for these delays! Rest assured, both Shopville and Canada Post are doing everything we can to get you your packages as fast as possible. We know how important our delivery guarantees are to our customers, and we thank you for your patience as we all navigate this thing together!

 

Q: What steps is Shopville taking in response to COVID-19 to keep customers and team members safe?

A: The safety of our teammates, our customers and their families is of the utmost importance to us. Limiting the spread of the COVID-19 virus is the most effective tool we have to flatten the curve and we are taking the following steps to minimize transmission and keep everyone safe and healthy.

If a member of our staff feels even the slightest bit sick, they are staying home - We are 100% dedicated to the safety and good health of everyone involved with Shopville. If any members of our team feel at all sick or display any possible symptoms of the COVID-19 virus, they are being told to stay home with full pay. We firmly believe that nobody should ever feel compelled to work while sick during such a time of global crisis. We greatly value our Shopville Family and all of the hard work they do for us, and we are committed to ensuring our staff is all taken care of while we all navigate this pandemic together!

Only essential staff and couriers are currently being allowed in our warehouse - All employees able to work from home are staying home, and only those essential team members that package and ship your items are being allowed into our warehouse. And they are working very hard! All non-essential deliveries are currently suspended, and only essential shipping trucks are being allowed to dock at the building - those couriers are being asked to remain a safe distance from any employees and are not being allowed inside the physical building except where absolutely necessary.

All of our employees are currently being required to wash their hands every time they enter and leave the shipping area - Washing your hands is the single most effective method to prevent the spread of COVID-19. In addition, we have hand sanitizer available in all shipping areas for additional safety.

All employees are wearing masks - We believe that N95 masks and other important PPE is best in the hands of the healthcare first responders, doctors and nurses working tirelessly to save lives and take care of the sick. With that said, all staff are wearing non-rated face masks as an extra layer of protection for themselves to prevent any spread of the virus.

Our team members are being asked to strictly observe social distancing measures while at home - We are very dedicated to serving our customers all across North America. We are requiring that our staff are all staying in quarantine at home and limiting interaction with other people as much as possible. We understand that packages from our facility wind up in tens of thousands of homes all across Canada and the USA, and we will take every precaution we can to make sure everyone stays safe and healthy.

If you have any questions about our COVID-19 response, or you simply want to say thank you to our frontline workers sending out the thousands of orders a day to your homes, please Contact Us!

 

Q: How do I place an order?

A: Find your selected item and click the button that says "Add to Cart".
  - Your cart is located at the top right of the screen. The number next to your Cart indicates how many items you've added.
  - Click "Checkout Now" and follow the prompts to complete your purchase.

You can Create an Account and we will email you a code for 10% off of your first order!

 

Q: How do I cancel / make changes to an order?

A: To make changes to an order or request a cancellation, simply Contact Us by email or Facebook. Your order will be updated the next business day before orders are processed. If we are notified once an order has already been processed, we will be unable to make changes to or cancel the order.

Please note that an item may be processed before it is marked as shipped, and our orders are processed every weekday at 7:00AM Mountain Time.

 

Q: Why hasn't my order shipped?

A: Here at Shopville, orders are always processed next business day. We use a country-wide network of fulfillment centers to get you your item as fast as possible, whether you live on the West Coast in British Columbia or in a hamlet in Newfoundland! Live in the USA? We also have fulfillment centers within the United States... So you NEVER pay customs fees!

If your order is being shipped from an external fulfillment center, it may not mark as shipped until it is assigned a tracking number which can take up to 48 hours.

Orders will ALWAYS arrive within the promised delivery times which can be found on our Shipping Information page!

 

Q: Is Shopville secure?

A: Yes, we go to extreme lengths to ensure all of your data is secured and protected! Your payment and shipping information will be encrypted by Shopify and our payment gateway providers, PayPal and TD Merchant Solutions - Online Mart, powered by Bambora.

Shopville never has access to your personal banking information!

 

Q: Who do you use for Shipping?

A: At Shopville, we use Canada Post and USPS for all of our shipping needs! However, our country-wide external fulfillment centers may use other carriers in order to get you your item as fast as possible.

Rest assured, all orders are fully guaranteed to arrive in pristine condition and are covered by our No-Hassle Return Policy!


Shopville
Play. Watch. Live.

Frequently Asked Questions