FREQUENTLY ASKED QUESTIONS

We offer the following delivery options:

• Standard, 5 to 7 business days.
  The cost of Standard Shipping is 20 CDN.
• Express, 2 to 3 business days.
  The cost of Express Shipping is 30 CDN.
• Free shipping for standard delivery if you spend over $150.00 CDN

*Due to the high volume of requests during campaign periods, delivery times may be delayed.

HOLIDAY ORDER DEADLINES
West: December 15
East & Maritimes: December 17
Toronto & GTA: December 21
*Please be mindful that, due to the latest weather events, our couriers cannot guarantee delivery on time for 12/24 for Vancouver, Vancouver Island and some areas in British Columbia. Please contact our customer service for more information at info.ca@tous.com.
** If you live in Toronto, you can get your holiday shopping done at our showroom located downtown Toronto or ask for curbside pickup.
***Please note, this does not include processing times. Your packages will be shipped within 24-48 hours of placing your order.

As soon as your order has been sent out, we will send an e-mail letting you know.
If you created an account before submitting your order, you can track it by visiting "My Account" and clicking on "Order history. There you can also review your past orders and check the status of your current orders.
If you did not create an account, or if you signed up after placing your order, you will not be able to see the order status. If your order has not been delivered within the given timeframe, please contact our Customer Service team, and they will track it down for you.

We currently ship across Canada.
We do not ship to APO/FPO addresses and P.O Boxes.

Once your order has been confirmed, it cannot be modified or cancelled. If you need to return a product, you have to begin the returns procedure once you have received the item.

If you have received an incorrect/defective item, we sincerely apologise. Please contact Customer Service right away with the following information:

- Your Order Number
- Product Code/Product Name
- If you want a refund or a replacement

Please note: it is IMPORTANT to save both the boxes and their shipping and packaging labels. In situations where accidents have occurred, please include photos of these.

If the packing slip says an item should be in your package but it is not, please get in touch with Customer Service within 24/72 hours upon receipt of the order.
Provide us with the following information on the missing item:
Your Order Number
Product Code/Product Name
# of missing pieces

We will usually be able to send you the missing item right away, but on the rare occasion that is not possible, we will quickly reimburse you for it.
Please note: it is IMPORTANT to save both the boxes and their shipping and packaging labels. In the event of an incident, you will be asked to produce them as well as photos of them.