IN-STORE PICKUP FAQ

Do you have X at your downtown location? Can I pick up my order today?

We do not offer same day pickup for online orders. If you place an order through our website please DO NOT expect to pick it up until you receive a pick-up notification email. This normally takes 1-3 days.

Most of our online inventory is stored at our warehouse in Vaughan and needs to be delivered to the downtown store for pickup. Whether or not we have a particular title in stock at our downtown store WILL NOT affect the turn-around time for online orders.

How long will it take for my order to be ready for pickup?

This typically takes 1-3 business days. You will receive a pickup notification email as soon as the order is ready for you. If more than 3 days have passed and you have not received a notification after checking your junk/spam folders, please contact us at the appropriate store and we will investigate for you!

What do I need to bring to pick up my order?

Please bring both your order number and a piece of photo ID. We may decline to release an order if you do not have valid ID with you.

My preferred name is different from the name shown on my ID. What should I do?

Please make sure you provide the exact name shown on your ID when placing your order. If you have a different preferred name, you can include that as well, but please make sure that the name on your ID appears somewhere in the information you enter. If it makes things easier, you may include this information in the notes section instead of the name field.

Can someone else pick up my order for me?

Yes. You can provide their name in the notes section during checkout, or email [email protected] with their name and your order number. We will not be able to release an order to someone without proper authorization.

Please DO NOT give your ID to the person picking up the order. They will need to provide their own ID.

I'm trying to check out but I don't see an option for in-store pickup!

During the checkout process, you will be prompted to enter your shipping address. Don't worry, you will still be able to select the pickup option during the next step. You can go ahead and enter your home address in these fields and then continue on to the next screen.

Important Note Regarding High Value Orders

If the value of your order is around €500 or more, you will need to present the credit card used for the purchase in addition to your ID in order to pick up. The name and address on your credit card must match the information on your ID, and both must match the information provided on the order. If this is your first purchase with us and your order exceeds €500 we may refund the purchase at the time of pickup and ask for you to pay in person as an additional security measure.