Frequently Asked Questions (FAQ)
Q: I am having an issue paying with my credit card but I know there is nothing wrong with my card. How can I place an order?
A: Make sure your billing address matches the billing address on the credit card.
Q: Do you charge sales tax on any item?
A: Te Koop is required by law to collect sales tax on all orders shipped. Order shipped outside of Ontario are not subject to PST.
Q: What forms of payment do you accept?
A: te-koop.ca currently accepts Debit, Visa and MasterCard. We also accept PayPal for online orders.
Q: Why was my order cancelled?
Sometimes orders are cancelled; there are number of possible reasons. We will always contact you if we need to cancel an order. It may be because we no longer have an item in stock, or because there was an issue with payment. Please note that we reserve the right to cancel any order if we deem it necessary.
Q: What is your return/exchange policy?
A: If you are not satisfied with your purchase from te koop you may return or exchange your item(s) within 30 days of purchase. (60 days for online orders)
(Items must be unused and in the state you received them.)
Q: I want to return a purchase made online from te koop. What do I do?
A: You can return your purchase in-store or you may simply ship it back to us. Please note that we are unable to accept returns on items not originally purchased through us.
To ship a return:
Make sure the merchandise is in its original packaging, include your receipt and a note indicating that you are returning the item and would like a refund. The shipping carrier you use to return merchandise to our online returns address (Canada Post, UPS, FedEx, etc.) is up to you, but we strongly suggest choosing a method that provides tracking as te koop is not responsible for lost return packages. Please note that you are responsible for the shipping cost.
Please ship your return to:
421 Queen Street West,
M5V 2A5, Canada
Duties and taxes will be refunded for returned merchandise. Shipping and handling charges will not be refunded.
Q: How do I exchange an item?
A: To exchange, you would first need to contact us to check the availability of the new item you are interested in. Log on to te-koop.ca or call us to find out the availability of the item so we can put it aside for you.
If we have your item in stock:
You have the option to exchange your purchase in-store or you may simply ship your return back to us. If shipping, we require you to purchase a $5 exchange shipping fee for your new item before we can send it. You can purchase the shipping fee through your account.
To ship your item back to us:
Make sure the merchandise is in its original packaging, include your receipt and a note indicating that you are making an exchange and what bag you are exchanging it with. The shipping carrier you use to return merchandise to our online returns address (Canada Post, UPS, FedEx, etc.) is up to you, but we strongly suggest choosing a method that provides tracking as te koop is not responsible for lost return packages. Please note that you are responsible for the shipping cost.
Please ship your exchange to:
421 Queen Street West,
M5V 2A5, Canada
Q: How long does it take for me to get a refund?
A: It may take 4-5 business days for your return to reach Te Koop. Once it is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 7 days. You will receive a confirmation email that your purchase was refunded. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.
Q: What shipping method do you use?
A: Our shipping carrier is Canada Post, and all items are expedited.
Q: How long does it take to ship to an address in Ontario/In Canada/in the United States?
A: Generally orders shipped within Ontario may take anywhere between 2-7 business days. Orders shipped outside Ontario may take anywhere between 4-9 business days. Orders shipped to the U.S. may take anywhere between 5-10 business days.
Q: How much does shipping cost to be sent to an address in Canada/U.S.?
A: Our standard shipping charge within Canada is $4.95. Shipping charges to the U.S range between $8-$25.
Q: Do you ship internationally, and if so how much would it cost?
A: Unfortunately right now we do not ship outside of Canada or the U.S.
Q: Do orders come with a tracking number?
A: Yes they do. You will receive a shipment confirmation email with tracking information as soon as your order is shipped
Q: The item I want is out of stock. What do I do now?
A: te koop is very sorry that the item that you need is out of stock. You may call the store at (416)-348-9485 or email us at email@example.com and see if/when we are getting the item in stock.
Q: Does your online prices reflect your in store prices?
A: The prices you see online will be the same prices in store as well.
Q: What if the colour/style I am looking for is not available in store or online?
A: You may call the store at (416)-348-9485 or email us at firstname.lastname@example.org , and depending on the brand you are interested in we may be able to contact the company to see if they have the item available. Provided with your contact information, we would let you know once we hear back from he company, and would place a special order for the item if the company had it.
Q: Do Herschel Supply’s products have a warranty?
A: Herschel Supply stands behind the quality of their products with a Limited Lifetime Warranty — their guarantee that every Herschel Supply item is free of material and manufacturing defects. This warranty covers common and everyday use for the duration of the original purchaser’s lifetime, beginning on the date of purchase from an authorized Herschel Supply retailer.
If you discover a material or manufacturing defect, Herschel Supply will replace or repair the item at their discretion and in accordance with local law. Warranty claims must be accompanied by an acceptable proof of purchase.
This Limited Lifetime Warranty does not cover misuse, neglect, accidents or any modification to a Herschel Supply item. They also cannot be held responsible for loss, damage or cost resulting from the use or loss of our products. Please note that general wear, including but not limited to the breakdown of colors and materials over time, is not considered a material or manufacturing defect.
If you have an issue covered under the warranty and your bag was purchased through te koop, please visit us in the store to address the issue. If the item was not purchased with us, or you are unable to return to the store, please contact Herschel Supply directly through https://www.herschelsupply.com/contact/
Q: How do I clean my Herschel Supply product?
A: We recommend hand washing the product with mild soap and hanging to air dry. We do not recommend using the washing machine.
Q: Where are Herschel Supply’s products made?
A: Herschel is a Canadian company currently manufactured in China.
Q: Are Herschel Supply’s products waterproof?
A: All Herschel Supply’s products are water-resistant, not waterproof.
Q: Are any of Herschel Supply’s products animal free/vegan friendly?
A: Some of Herschel Supply's products do not contain any animal products, while others are made with leather and other non-vegan products.
Q: I would like to place an order for resale. Can I get a discount?
A: te koop does not do wholesale orders, nor do we condone unlicensed resale of products. We reserve the right to refund orders if we suspect they are intended for resale.