FAQ

COVID-19 UPDATE:

We are doing our best to deal with how the pandemic affects our business. Our mandate has always included people before profits so you can be sure that all safety protocols are being followed.

The situation is constantly evolving and this is new to all of us. If you have questions, concerns or ideas please get in touch anytime.
info@greengecko.ca 1.613.928.1196

For now we will not be accepting returns on any items. If the item arrives damaged we will work with you to get a replacement or refund. 

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HOW TO GET YOUR PURCHASE:
1: Curbside or in-store pick-up
At check-out choose "pick-up". You will be notified when your items are ready (usually within 24hrs).
To pick-up in-store come anytime during regular business hours. Bring your confirmation email in print or digital form.
For curbside pick-up a time will be arranged so the transaction can be as contactless as possible. You will be contacted when your order is ready to set up the pick-up time. Please bring your order confirmation in print or digital form.

2. Free Local Delivery
We offer free delivery within 30km of the store. At checkout choose "local delivery". You will be contacted to let you know when the next delivery date to your area is (Typically within a week). Note: the local delivery distance is automatically calculated at check-out. If you think you are close enough for local delivery but get an error at check-out please choose "pick-up" and send us a note to inquire about delivery.
Rush Local Delivery is available for $15. (Typically delivery will be made within 24hr)

3. Shipping 
Usually your item will ship within 2 business days. If there are delays in shipping we will contact you.

Orders shipped to CANADA:
Regular shipping on orders up to $99.99 (before taxes) are $15.
Regular shipping on orders over $100 (before taxes) FREE.
Express shipping is $25 on any order.

Orders shipping to USA:
Flat Rate Shipping of $25 on any order.
*some items do not ship to USA, this is noted in the item description

When shipping outside of Canada duty and taxes are the responsibility of the receiver.

Although unusual, delays in postal service are out of our control. Delivery times are estimated and usual shipping time, but not guaranteed.

GIFT CERTIFICATES & GIFT CARDS
Our gift certificate/card program has been updated. All codes must be at least 8 digits. If you have a card with a shorter code, just add 0's in front to make 8 digits. IE) if your card code is 1234 enter 00001234.
If you have a gift certificate issued by FanSavesHelps. enter 0000 and then the last 4 digits on your gift certificate. IE) if your code is 12hh 25rt gt56 4by7 enter 00004by7
(updating a system is never perfect, if you have any difficulty with your card redemption please get in touch we'll help you out).

RETURNS & REFUNDS:
We want you to be satisfied with your purchase. We do our very best to ensure all items are as represented and shipped in perfect condition, but occasional errors happen.

If you are not satisfied with your purchase please contact us by email (info@greengecko.ca) within 7 days of receiving it. We will reply with details about returning your product. You must be able to provide a proof of purchase. You will receive a refund, less the cost of shipping upon return of the item in its original condition. (shipping is non refundable)

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

*Earrings are NOT eligible for returns for health and safety reasons.*

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If you return meets the conditions, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Late or missing refunds:
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@greengecko.ca.

Sale items:
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges:
If you a defective or damaged item, we will replace it with the same item. If the item you received is damaged or defective, please send us an email at info@greengecko.ca with details and photos of the problem. We will reply with information on returning the item for an exchange. Some items are one of a kind, in which case a refund will be issued.

Gifts:
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed or emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, the return will need to processed through the original form of payment and we will send a refund to the gift giver.

Shipping a Return:
Always contact us via email for return approval BEFORE you ship the item. We will reply with return shipping instructions. info@greengecko.ca