Store Help

General Store Questions

  1. Do I need an membership account to order items through the Store?
    No, a membership is not required to shop on
  2. How do I know that ordering through is safe?
    We provide our customers with the most secure and reliable network services available. When you place a order, your information is protected by 128-bit Secure Socket Layer (SSL) certificate encryption so your transaction, including credit card information, is transmitted securely to protect against outside intrusion. We take utmost care by keeping our systems up-to-date with the latest technology and security features to ensure that your credit card information is kept safe including adhering to the latest standards for data handling provided by Visa, MasterCard and American Express.

  3. How accurate are the product descriptions on attempts to maintain product descriptions that are as accurate as possible. Product descriptions are created using information provided by the product manufacturer such as colors, sizing and dimensions.
  4. Why do I see different prices for an item in the Store?

    The final price of an item will be confirmed when you place your order. Your browser or Internet Service Provider (ISP) may cache the Store pages that could cause older prices to appear. The prices shown in the shopping cart and checkout pages are final.

    Despite our best efforts, a small number of the items in our catalog may have incorrect pricing. If we discover an incorrect price, we will do one of the following:

    • If an item’s correct price is lower than our stated price, we will charge the lower amount to your credit card and ship your item
    • If an item’s correct price is higher than our stated price, we will either contact you for instructions before shipping or cancel your order and notify you of the cancellation
  5. How do I know if an item is available?

    The availability of items on is indicated on the product page for each item. This is an estimate of how long it will take for your order to be packaged and sent to you. Orders are usually processed within two-three business days then shipped according to delivery method chosen. Exact shipping times depend on the destination and the method of shipment selected by the customer. If you ordered multiple items, and the availability of these items differ, will make an effort to ship items separately, as they become available. Shipping charges for split orders will not exceed what you authorized. Split orders are only charged ONCE for shipping.

    IMPORTANT NOTE: If an item becomes UNAVAILABLE by the supplier, we will contact you by email.

Placing Your Order

  1. What payment methods can I use to order from the Store? accepts Visa, MasterCard and American Express.

  2. What currencies can I shop in at the Store?

    You may choose to browse all Store items in Canadian dollars (CAD), Euros (EUR), Pounds Sterling (GBP) or US dollars (USD). To select your desired currency, just click on the dropdown menu at the top of the Store. Please note that while you may browse the Store in any of these four currencies, your credit card will be charged in US dollars.

    If your credit card’s issuing financial institution bills you in a different currency than the one in which your order was placed, they may convert the charge into your card’s base currency. Please contact your credit card’s issuing financial institution with any questions regarding currency conversions.

  3. How much will it cost to ship my order?
    The cost of shipping your order is calculated at the time of checkout. The shipping cost is dependent on destination and quantity of the items you ordered as well as the method of delivery you selected. You will have the opportunity to review shipping charges in the checkout process, before you submit your order. Please note that we do not charge shipping on ticket purchases.
  4. Are there any taxes applied to my order?

    The following taxes may apply to your order:

    • For orders being shipped to the Canadian provinces of British Columbia, New Brunswick, Newfoundland and Labrador, Nova Scotia or Ontario, the Harmonized Sales Tax (HST) will be charged.
    • For orders being shipped to the Canadian provinces of Alberta, Manitoba, Prince Edward Island, Quebec and Saskatchewan, as well as the territories of Northwest Territories, Nunavut and the Yukon, the Goods & Services Tax (GST) will be charged.
    • For all other regions, no sales taxes will be applied.

    NOTE: For regional events and tickets sales, taxes may be included or applied on top of the ticket price as required by the event organizer. The product page and/or the final order receipt will list the appropriate taxes applied to the ticket(s).

  5. Will customs charges be applied to my order?

    While does not charge any custom duties on international shipments, your order may be subject to import duties and taxes. These taxes are levied once your shipment reaches its destination country.

    Additional charges for customs clearance may also be incurred by the shipping carrier and passed on to you. We have no control over and cannot predict these charges. Since customs policies vary widely from country to country we recommend that you contact your local customs office if you have any additional questions.

    Additionally, when ordering from, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods. and its partners are not responsible for international taxes or levies charged for your order.

  6. How do I know if my order has gone through?

    After you have successfully submitted an order in the Store, you will end up on a Confirmation page that contains an order number. You will also receive a confirmation email sent to the email address you submitted when placing your order.

    If you do not receive this email, please check your email program’s junk (spam) folder. If it does not appear there, please email [email protected] to confirm your order has been processed. reserves the right to cancel or limit your order at any point, including after the order confirmation has been issued. In the event we make a change to an order, we will notify you by contacting the email and/or billing address provided in the order.

  7. Why is there a limit on certain items in my order?

    Occasionally, may place limits on an order. These restrictions may extend to orders placed from the same Store Account, the same credit card, and/or orders that use the same billing and/or shipping address.

    In the event we make a change to an order, we will notify you by contacting the email and/or billing address provided in the order. The Store reserves the right to limit sales to dealers.

  8. My order appears to have been cancelled. Why?

    Occasionally, may, at our own discretion, cancel an order. This cancellation may extend to orders placed from the same Store account, the same credit card, and/or orders that use the same billing and/or shipping address.

    In the event we cancel an order, we will notify you by contacting the email and/or billing address provided in the order. The Store reserves the right to prohibit sales to dealers.

  9. How long will it take for my order to be delivered?

Subscription Help

  1. What happened to the Æccess subscription programme?
    The Æccess subscription programme and its related areas are currently down for extended maintenance. We expect Æccess to return later this spring. Current, active subscribers will receive additional time on their subscription term to account for time lost due to this interruption.
  2. Can I get a refund on my subscription?
    No. Subscriptions are non-refundable and non-transferable.


  1. I have already placed my order, but I want to make changes. Is that possible?

    If you wish to make changes to an order before it has shipped, please contact us using one of the methods outlined in the Contact Us section. Since we process orders soon after they are placed in order to ship them to you as fast as possible, there is a very short window in which the orders can be modified.

    Please note that requested order changes will be made at the discretion During certain periods we may not be able to make any changes in time due to the volume and nature of orders. Please ensure accuracy and completeness of your order before submitting the order in the check out process.

  2. Why do I see multiple charges on my credit card?
    When you make any purchase online, a pre-authorization check is done with your credit card company to ensure that your card is valid and has sufficient funds to complete the transaction. This pre-authorization puts a hold on the funds required for the order you are placing. Once processes your order, your card is charged one time only. If you experience difficulties ordering, and make several attempts to place your order, on occasion it is possible for a credit card company to pre-authorize your card multiple times, putting multiple holds on your card. These holds are temporary and should be released by your credit card company within two-three business days. If the hold has not been removed within 48-72 hours, please contact us at [email protected] and we will assist you as best we can to speed up the process with your credit card company.
  3. I didn’t receive my order. What happened to it?

    A shipment may have been returned to us as undelivered due to:

    Incorrect Address
    If the address that is provided during the order process is incorrect or outdated, the shipment is typically returned to us by the carrier or unintended recipient. If the package is returned to us we will contact you to refund the amount of the product excluding the shipping charges or reship your order.

    Failed Delivery Attempt
    Most carriers make up to three attempts to deliver a package. If the driver feels it is unsafe to leave a package they will take it to a local post office or carrier’s outlet for pickup and leave a delivery notice. You must act upon this notice before the package is declared undeliverable (timeframe varies from carrier to carrier and is outlined on the delivery notice).

    Refusal by Recipient
    If a recipient is not expecting a shipment, they may refuse the package if they believe it was sent to them in error. In the event that you are sending a package to a recipient other than yourself, let the recipient know that a shipment is due.

    When we receive a returned package that is marked as undeliverable, we issue a full refund (excluding the shipping charges). We are unable to reship orders that are returned to us as undeliverable. If you would like to purchase items that were undeliverable, you will need to place a new order.

    If you suspect that your order cannot be delivered as addressed and you have not received confirmation of its return or refund after four (4) weeks from the estimated delivery date, please contact us using one of the methods outlined in the Contact Us section.

Returns Policy

In order to keep our prices as low as possible, ALL SALES ARE FINAL! We are unable to exchange items or offer you a refund for any reason other than if the products you received are damaged, defective or incorrect.

When you place your order you are entering into a contractual agreement for your order and we will proceed with charging your indicated payment method and delivering the products and/or services.

If the product you receive is remarkably different than what was advertised on please contact us using one of the methods outlined in the Contact Us section.

If you received a damaged, defective, or incorrect item we ask that you contact us using one of the methods outlined in the Contact Us section.

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Contact Us

If you have questions we are here to help! There are several ways to contact us:

+1 (416) 469-9809
Please specify your name, reason for your call, order number (for store and ticket inquires), and return phone number when leaving a message.

2238 Dundas Street West
P.O. Box 59039
Toronto, Ontario
M6R 3B5