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How can we help?

General FAQ's

How long will it take to get my order following purchase?

Typical lead times for orders are 7-10 business days; however we strive to have all orders shipped the day after order is placed. All orders ship from our DC in Toronto, Ontario via UPS and lead times to different areas of Canada may vary, depending on your location. You will receive an email confirming your purchase and a follow-up email with your tracking # once the order has been shipped. For any inquiries with your purchase, please contact us at orders@pkgshop.com.

What if I am shipped the wrong colour or item?

If you receive the incorrect colour or item on your order, please contact us at service@pkgshop.com and we will make arrangements for a replacement.  Please note, if we have incorrectly shipped you an item, we will cover all costs to ensure you receive the correct item.

Are PKG products made in Canada?

All of our products are designed, sold and marketed from our head office in Stouffville, Ontario and manufactured in multiple overseas factories, in order to meet the price demand of the market.  We have an overseas team in charge of all QC and factory audits to ensure all manufacturing is done in compliance with global ethical and humanitarian standards.

What is Sezzle and how does it work?

Sezzle is a 3rd party payment solution, completely separate from PKG. By processing your payment through Sezzle, you will be billed 25% of the total purchase price today, 25% in two weeks, 25% in four weeks and the remaining 25% in six weeks. This is at no additional cost to you. You will be directed to their payment checkout platform and use the regular payment method that you would use on our payment platform. Only difference is that you can spread the payments over six weeks! Learn more here

Can I cancel or change my order once it has been shipped?

Orders are typically processed same-day, so if you need to make an adjustment, please contact us immediately at orders@pkgshop.com.  If a change is made after the item has shipped, return freight charges will apply.

Why can I not apply multiple discounts at checkout?

Our website is not set-up to allow for multiple codes at check-out.  If you have a  code and another code is already populated, please simply hit the "x" on the existing code an enter your new code.

When will my refund show on my bank statment?

Once your item is returned back to PKG and inspected, we will issue the agreed upon refund on the same day, which should show up in your account within a few days.  

What are the cleaning instructions for PKG products?

We recommend a light soap and water hand-wash and air dry.  This will ensure material composition and limit risk of excess heat in a dryer cycle.

Need more information? Feel free to contact us!