General
If I see something on Instagram but not online can I still order it?
Yes, of course you can, sometimes it can take up to 1-2 days for the item to be put online. If you are wanting sooner to make sure doesn't sell out before hand you can contact us by email or phone to order directly through us.
Please feel free to contact us at customerservice@uptowncasuals.ca or phone us at 306.783.0303. You can also send us a message through Instagram or Facebook.
Payments
How can I pay?
We accept Visa, Visa Debit, MasterCard and American Express. We also accept PayPal and prepaid debit cards. If you have a store credit please contact us to place your order and use credit or if you have already received you store credit code through email use it online at checkout.
If I have a gift card from your store, can I use it online?
To be able to use your gift card from in-store, the easiest way is to place your order by contacting us by email, phone or instagram. If you received a gift card from online with the code you can use it online and put it in at checkout.
Is it safe to order online?
Yes it is. We are a member of “Verified by Visa” and “Secure by Mastercard,” which provide additional security when using your cards online. We use industry-standard encryption systems for potentially sensitive information, like your name, address and other critically sensitive information like your credit or debit card details. Information passed between your computer and our site can’t be read in the event of someone else intercepting it.
Processing
How do I know you have received my order?
Once you’ve placed your order, you will be directed to an order confirmation message, which will contain your order details. This information will also be emailed to you. If you don't receive it please check your junk email and double check your email was entered correctly. Once we receive your order and process it you will receive an email saying your order has shipped with the tracking number or is ready for local pick up.
Can I make changes to my order?
If you would like to make changes to your order, we are able to as long it as not been processed and shipped yet. The sooner you contact us the best.
What should I do if I receive an incorrect or faulty item?
Contact us within 3 days of receiving your order by email or phone. Please include your order number, further details of your issue and a picture of the damaged item. We will then contact you back and let you know the best options to assist you further. Sale Items are Final Sale.
Shipping
Where do you ship to?
We ship everyday, everywhere. Within Canada and International.
How much does shipping cost?
How long will shipping take?
Estimated days:
Can I ship to a different address than my billing address?
Yes you can. Make sure you provide the address under your shipping address. Please provide company name if going to a store/work location.
What if my parcel doesn’t arrive?
We ask for you to wait up to 4 days after the promised delivery date to receive your parcel in case of a shipping delay within the postal system. If you still have not receive parcel after that time frame we ask you contact us with your name and order number and we will do our best to locate and track down your package whereabouts.
Returns
What if my item doesn't fit?
We are sorry to hear your item didn't work, we offer exchange or in store credit within 14 days. We ask you ship your item back to us with your receipt in the package providing your name and number. Once received we will contact you letting you know we received it and from there we can either exchange it or put the store credit under your account until next time of purchase. Make sure you follow all the steps to make sure your product(s) is eligible to send back.Shipping and handling on returned merchandise will not be refunded. To be eligible for return, your item must be unused and tags still attached.
