At TNT, our clients are our top priority. We value your loyalty and business and want to ensure a smooth online shopping experience. Our team is dedicated to providing quality customer service and handling all situations one on one. We take all matters very seriously and will, to the best of our ability, provide you with solutions to resolve any issues. We take pride in our customer care and the quality of our products. This website is designed to help make your virtual shopping experience easier, faster and more convenient wherever you are.
Due to COVID-19 we are taking extra measures of precaution to ensure the safety of our staff, delivery drivers and the safe arrival of your packages. We will, to the best of our ability, sustain a normal delivery service. Our customer service specialists are made available during our regular business hour to assist you with anything you may need!
If the following options still do not answer your questions, feel free to contact our customer service every day, Monday to Friday from 11 AM to 5 PM at firstname.lastname@example.org. We will be more than happy to assist you as soon as possible.
Thank you for shopping with us!
The TNT Family
HOW DO I CONTACT CUSTOMER CARE?
A: You can contact our customer care at email@example.com and we will be happy to assist with you any and all inquiries or concerns you may have.
DOES THE CONFIRMATION EMAIL IMPLY THAT MY ORDER HAS BEEN FULFILLED?
A: The confirmation order does not necessarily imply that the order has been fulfilled. It is a confirmation that your request for the items have been received and payment has been processed.
HOW DO I FIND SPECIFIC ITEMS?
A: Items can be found in the search engine of the webpage in the top right hand corner. You may also find it convenient to filter your search by selecting FILTER on upper right hand side of all collection pages. For any help navigating the site, please don’t hesitate to reach out to us – we would be happy to help you!
HOW DO I KNOW IF AN ITEM IS IN STOCK?
A: All in-stock items can be added to your cart at anytime. If an item is sold out or out-of-stock, the add to cart option will read Sold Out. If you are interested in an item that is currently sold out, please contact us and we would be happy to reach out to you if it becomes available again!
I’M HAVING TECHNICAL ISSUES WITH THE WEBSITE. HOW CAN I AVOID THAT?
A: The TNT website has been designed and tested to work on multiple devices and browsers. You may find that switching browsers, deleting cookies and caches may resolve the technical issues you are experiencing. It may also help to remove Ad Block on the website. If you are still continuing to experience issues, please contact our customer care. You may need to provide information on your device and browser so that we can help troubleshoot and resolve the issues as soon as possible.
HOW CAN I UPDATE MY PERSONAL INFORMATION?
A: All updates for your personal information can be done by logging into your account and editing your personal information.
WHAT CURRENCY ARE ITEMS DISPLAYED IN?
A: All our prices are displayed in Canadian Dollars. All orders are also processed in Canadian Dollars.
DOES TNT OFFER PRICE ADJUSTMENTS OR PRICE MATCHES?
A: We do not price match other retailers or price adjust any styles. The prices on our website and in-store can change at any time.
CAN I USE AN ONLINE GIFT CARD IN-STORE?
A: All gift cards purchased online can only be used on our online store. All gift cards purchased in-store can only be used in-store.
SHIPPING & HANDLING
DO YOU SHIP INTERNATIONALLY?
A: We currently ship to Canada and the United States of America (excluding Alaska, Hawaii, Puerto Rico, and additional US Territories) but are planning expand our shipping internationally in the future. For any international shipping inquiries, please don’t hesitate to reach out to us at firstname.lastname@example.org where we will do our best to assist you!
WILL I BE CHARGED DUTIES AND TAX?
A: All applicable provincial and federal taxes will be automatically calculated at checkout for Canadian shipments. There are no duties for shipments to Canadian addresses. For all USA shipments, there will be no taxes or duties charged by TNT, the customer is responsible for all Duties and Taxes.
HOW CAN I CHANGE MY SHIPPING ADDRESS OR UPDATE MY ORDER?
A: If you have selected an incorrect shipping address, please email our customer service representatives immediately at email@example.com to update the correct shipping address. You will be sent a confirmation email with all the information that you provided when making your purchase as well as a confirmation email with any updated changes to your order.
WHAT HAPPENS IF THERE HAS BEEN A DELIVERY MISHAP TO MY ORDER? (DAMAGED OR LOST DELIVERY)
A: We examine every piece before shipping to ensure the quality of our products. If you receive any damaged items please contact our customer service email within the first 24 hours of your package arrival. Attach photos and explanation of the damage and we will be more than happy to assist you.
A: If a delivery is lost or does not arrive within the estimated time, please contact us at firstname.lastname@example.org and we will be able to assist you. Please note, Canada Post Investigations take time to resolve, which could cause a delay in us refunding your order. This is out of TNT's control, but we always try to get it resolved as soon as possible!
MY ORDER WAS CANCELLED DUE TO DISCREPANCIES IN THE PERSONAL INFORMATION I PROVIDED, HOW CAN I AVOID THIS?
A: To avoid any cancellations due to discrepancies in information please make sure that the personal and billing information provided are accurate. In order to ensure the safety of our clients and customers, we are unable to process orders if the information provided does not match, is incorrect or is flagged.
HOW DO YOU SHIP MY ORDERS?
A: At Checkout you will have the option to select your method of shipping. We offer a flat rate in Canada for Standard, Expedited and Express Canadian shipping. We use Canada Post for all Canadian shipments and UPS for our international shipments. Within Canada, all orders over $300 (excluding applicable taxes and duties) are eligible for Free Standard Shipping. For the USA we offer flat rate Standard and Expedited UPS Shipping. All orders over $500 CAD are eligible for Free Standard Shipping.
DO YOU OFFER IN-STORE PICKUP AND CAN I PICK UP ITEMS I ORDERED ONLINE IN STORE?
A: We sure do! At checkout, you can select your desired In-store Pickup Location free of charge! We strive to have your order ready within 3 business days but occasionally there might be delays. For more information please visit our In-Store Pickup Page!
HOW CAN I TRACK MY ORDER?
A: Once your items have shipped, you will receive an email outlining the information for your order including a tracking number for your shipment. Tracking is available for all shipping methods.
IF I ORDER MULTIPLE ITEMS WILL THEY BE SHIPPED SEPARATELY?
A: Depending on the weight and number of items shipped, we may ship your order in multiple packages to ensure proper handling and care of your items. For UPS shipments, one tracking number will be generated for your packages. For Canada Post, the main tracking number will be emailed to you with additional package tracking information available within your Account on our website.
I’VE RECEIVED MY ORDER BUT I NEED TO RETURN/EXCHANGE MY ITEM(S). WHAT DO I DO?
A: If you would like to return an item, please see our Return & Exchange policy for a step-by-step guide. We offer full refunds on non-sale items up to 10 days after receiving your shipment OR within 10 days of your order being ready for pick up!
CAN I RETURN ITEMS I PURCHASED ONLINE IN STORE?
A: At this time, all returns must be processed through our online website (See Return & Exchange policy) or at our warehouse Monday-Friday from 11 AM – 5 PM. Please note our warehouse is closed for all statutory holidays. Please schedule a drop off time by contacting us at email@example.com and return the package to 1020 Lawrence Ave West, Suite 202, Toronto, Ontario, Canada M6A 1C8.
HOW LONG WILL IT TAKE FOR MY REFUND TO BE PROCESSED?
A: Generally refunds should take between 5-10 business days but we ask that you allow for up to two weeks for a refund (depending on your payment institution) to process from the day we receive your return package. See our page on Return & Exchange for more information.
WILL I BE CHARGED SHIPPING ON RETURNS?
A: In Canada, you are responsible for all shipping costs associated with returns. We recommend using a trackable and insured shipment method as we are not responsible for any lost or missing packages being returned to us. For all USA orders, TNT will provide a Return Label and Customs Documentation. There will be a $30 CAD Fee deducted from the Return Amount.
WHAT ARE THE PAYMENT METHODS AVAILABLE?
A: We accept Visa, MasterCard. AMEX, PayPal, Sezzle and Afterpay as well as Apple and Google Pay. All options will be listed once you are ready to purchase the item(s) in your cart.
CAN I PAY USING PAYPAL WITHOUT A PAYPAL ACCOUNT?
A: Yes! It is commonly misunderstood that a PayPal account is required in order to make payments through PayPal. You DO NOT! Although we encourage our customers to sign up and enjoy the added ease of use. Without a PayPal account all you need is any Debit or Credit card supported by PayPal. PayPal is an easy and secure way to make payments online.
HOW LONG WILL IT TAKE FOR MY ORDER(S) TO ARRIVE AFTER I’VE PAID?
A: We strive to get your order shipped out as soon as possible! Our standard shipping time is between 1-3 business days. Once the order is shipped out, you can expect your package to arrive anywhere from 1-7 business days depending on the method of shipment selected at checkout.
IS MY PERSONAL AND BANKING INFORMATION KEPT PRIVATE AND SAFE?
A: TNT does not have access to any banking/payment information. TNT uses Shopify’s secure platform that manages all transactions.
IF MY PAYMENT GOES THROUGH BUT MY ORDER CANNOT BE FULFILLED WILL I RECEIVE A REFUND IMMEDIATELY?
A: If we are unable to fulfill an order, we will send out an email immediately and refund your card. Please note, the refund could take up to 7 business days to process depending on your banking institution.
For all other questions and concerns, kindly contact us at firstname.lastname@example.org and we would be happy to assist you!