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FAQ

WHY CREATE A TSOQ ACCOUNT?

  • Enjoy a faster checkout process
  • Save multiple shipping addresses
  • Access your order history
  • Track your new orders
  • Save items to your wish list

 

HOW DOES THE SIZING WORK?

Since we carry many different brands, our sizing fluctuates slightly between brands, but all styles generally fit fairly small. Wifee and Hubby in photos are generally wearing a medium. If you are ordering anything that has a tailored fit, please order a size up.

General guideline:  


Sizing S M L
Bust (Inches) 32, 34 36 38
Waist (Inches) 24, 25 26, 27 28, 29
Hip (Inches) 28, 30 32, 34 36, 38

 

HOW DO I PLACE AN ORDER?

When you see an item you like, click on "Add to Cart" and continue shopping until you are ready to complete your purchase. Then, click on “My Cart”, located at the top left section of the screen or “Check Out”, located at the bottom right section of the screen and confirm your items. After you have made any changes and updated the quantities as desired, then select your check out method by logging into your account / sign up as new customer / express check out. Fill in all the required fields and complete your order.

Please review your order carefully before placing it. Once your order is submitted, we are unable to modify or cancel it.

After you click “submit order” an email confirmation will be sent to you.

 

WHAT TYPES OF PAYMENT ARE ACCEPTED?

We accept: Visa, Mastercard, American Express and Paypal. We do not accept personal checks, money orders or direct bank transfers. Please note, your account will not be charged until your order actually ships. 

 

HOW DOES PRICING / CURRENCY WORK?

All prices are displayed in Canadian Dollars. Your credit card company will calculate the exchange rate automatically. To get an estimate of approximately what the exchange rate currently is, click HERE for online currency calculator.

 

WHERE DOES TSOQ SHIP TO? AND HOW MUCH IS SHIPPING?

We ship with Canada post standard ground shipping for all national orders in Canada. Shipping is FREE for all national purchases over $100 (before tax), any orders under will be charged a flat rate of $15 for shipping. 

Express shipping within Canada is $30.

Shipping to United States standard flat rate is $30. 

Express shipping within the United States is $60.

International shipping standard flat rate is $100. 

If you would like your package to be overnight, there will be additional charges on top of the express flat rate. 

We are able to ship any where in the world.  Shipping rates for international orders will differ from national orders, please email us at orders@thestoreonqueen.com to inquire.

 

WHEN WILL MY ORDER SHIP?

Most national orders ship within 2 business days of purchase. Shipping times may vary due to availability of merchandise and destination. Orders shipped within two days of purchase should arrive to you within 10 business days. Orders are not shipped on the weekends or holidays. Please note that your signature is required at the time of delivery.

Express shipping packages will arrive next day (end of day) and is only available for orders placed on Monday - Thursday. Orders are not shipped on the weekends or holidays. Please note that your signature is required at the time of delivery.

 

WHAT HAPPENS IF I'M NOT HOME WHEN MY ORDER IS SHIPPED?

After an unsuccessful attempted delivery, a notice will be left at your address informing you which Purolator office it will be held at for the next 5 days. Your order will be rerouted back to us (662 Queen Street West) if it is not picked up within those 5 days. 

 

CAN I PICK UP MY ORDER IN THE STORE?

You may choose the option to pick up the item in store if this option is more convenient for you. Simply, choose the delivery option as "PICK UP INSTORE" and your goodies will be ready for pick up when you receive an email notifying you that your package is now at the store. The notification email will be sent within 24 hours of your purchase. When you come to pick up your package, please have your I.D. and order number ready. Your signature will be required to release the package. 

"PICK UP INSTORE" orders will be held for 14 days from the purchase date. If TSOQ is not notified for a time extension on pick up, and the order is not been picked up within the time frame, it will be deemed abandoned. The merchandise will be restocked and a refund will be issued. 

 

PLEASE NOTE: All "PICK UP INSTORE" orders will be available for pick up at The Store On Queen location: 

662 Queen Street West

Toronto, Ont. CA

M6J 1E5

 

**For details on the Return Policy please refer to the 'RETURN/EXCHANGES' section of this page.**

 

WILL I GET CHARGED FOR TAXES / DUTIES?

We are required to collect local HST sales tax in Ontario for all local orders.  Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

The Store on Queen [TSOQ] cannot control and take responsibility for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country.

By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees. It is at the sole discretion of custom agents to release your package.  Note, in rare occasions custom agents may delay delivery of some packages.

If you refuse a shipment from The Store on Queen [TSOQ], you are responsible for the original shipping charges, any import fees, duties and taxes that are incurred on the package, and the cost of returning the package to The Store on Queen [TSOQ]. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.

 

DO YOU OFFER ANY PRICE MATCH / ADJUSTMENTS?

We are unable to offer price match/adjustments for temporary promotions or discounts. Promotions or discounts cannot be applied retroactively to orders placed before the promotion discount was activated.

 

CAN I CANCEL / CHANGE MY ORDER?

Unfortunately, we are unable to modify your order once it is placed. We apologize for any inconvenience and will do our best to assist you.

 

RETURNS & EXCHANGES

We want you to love what you ordered online! 

It's simple! You may return your purchase within 14 days of receiving it.  We do not provide a return label and you are responsible for return shipping costs.

These items must be in their original condition unworn, unwashed, not damaged. Any returns worn, washed, damaged, not in original condition, will be rejected. Returns made within 14 days of receiving your merchandise, will be inspected for approval, and you will be notified once the refund has been processed. Please allow 30 days for your return to be processed.

While you wait for your return to be process. You can purchase the correct size/colour/style you want instead. Returns cannot be made in person in the store and must be shipped to our orders department. 

Follow these steps if you would like to make a return:

1. Email us at returns@thestoreonqueen.com with the following information:

  • Full name.
  • Telephone number.
  • Address.
  • Order number.
  • Item(s) returning.
  • Reasons for return.
  • ​Tracking number of returning package. 

2.  Place it in your secure shipping container.

3.  Make sure that there are no other shipping or tracking labels attached to your package.

4.  Use a trackable and insured shipping method with signature option. We cannot accept COD returns and they will be refused upon delivery.

Please note: The Store on Queen [TSOQ] is not responsible for any returns that are lost or stolen while in transit.

5.  Include your order number on the return label.

6.  Mail your return to:                    

TheStoreOnQueen.com

Attn: Orders Department

662 Queen Street West

Toronto, Ont. CA

M6J 1E5

 

**PLEASE NOTE: All sale, intimates, bodysuits, and accessories are final sale and are not qualified for any exchanges or refund.

 

This Return Policy does not apply to any in store purchases or any online orders that are picked up in store.  All purchases made in store are NON-REFUNDABLE (including online orders that are picked up in store), and qualify for exchange only within 7 days. Items must be in their original condition unworn, unwashed, with tags attached, not damaged. Any returns worn, without tags, washed, damaged, not in original condition will be rejected. 

 

WHAT ARE THE NON-RETURNABLE / NON-EXCHANGEABLE ITEMS?

The following items are non-returnable/non-exchangeable.  Credit will not be issued for the following:

  • All items purchased on sale.
  • Accessories.
  • Intimate apparel, swim suits and bodysuits

 

WHY WAS MY ITEM REFUNDED AFTER MY PURCHASE?

Due to the uncontrolled online traffic, some items are ordered simultaneously by multiple customers and the system will process the orders as first come first serve. Therefore, item(s) ordered may become out of stock after the transaction was processed and will be automatically refunded by our system. 

 

I FELL IN LOVE WITH SOMETHING THAT IS OUT OF STOCK! WHAT CAN I DO?

Items can sell out quickly since we only stock very few of each style and blast new inventory all over our Facebook FanPage and Instagram. However, we may get it back in or something very similar to it. You may sign up to be notified if an item is restocked!

Simply send us an email to notifyme@thestoreonqueen.com with the style name and size you want! Simple as 1, 2, 3 and we will send you an email as soon as we get more. 

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