Delivery & Pick-ups FAQ

Are you open during COVID-19?

Our physical shops are closed until further notice, but we continue to ship online orders worldwide! We also offer contactless curbside pick-up for Toronto residents [see below for details]. We thank you for practicing physical distancing and supporting our small business online. Together, we can flatten the curve! 

I live nearby your Queen shop! Can I arrange a curbside pick-up?

Yes! Just place the order online and select curbside pick-up from the shipping dropdown menu, then wait for us to text you that it's ready (please allow 24h). All orders for pick-up must be placed online. We are unable to take orders over the phone. There is no minimum order value needed to be eligible for curbside pick-up. You will not enter the shop; all pick-ups are contactless. We accommodate pick-ups 10am - 6 pm every day exclusively at our 972 Queen St West shop.

Here's exactly how it works:

  1. Select your items on the website, and add to cart, as you would a normal online order.

  2. At checkout, in the shipping drop-down menu, you will select "PICK-UP CURBSIDE 972 Queen St W (TORONTO ONLY) ---- Free".

  3. Proceed to payment.

  4. You'll instantly receive an automated email confirming that we have received your order, meaning it is in queue to be packed. This email does not mean it is ready for pick-up.

  5. Wait to hear from us! Once your order is bagged and ready for pick-up, our staff will text you. Sometimes it takes 24h so please be patient.

  6. After you've received the confirmation text, come on down to 972 Queen St West between 10 am - 6 pm any day.

  7. When you arrive, call the landline 647-727-3804 and provide your first and last name and the order number.

  8. Step back at least 6 feet while our staff place the bag just outside the door

  9. Approach and pick it up!

Health & safety are top priorities. Do not use this service if you have recently traveled, are symptomatic, or have been exposed to a confirmed COVID-19 case.

    I just placed my order for pick-up. Is it ready yet? I'm standing outside! 

    We appreciate your enthusiasm for cocktail supplies, but also ask for your patience. We are experiencing a very high demand, and are operating with a bare bones staff to allow for proper physical distancing. 

    To be fair to all customers, we are packing orders in the order in which they come into the queue. So if you just placed your order, you can safely assume there are at least 20 other orders ahead of yours in the queue.

    Each day, we have 1 staffer devoted to packing orders for pick-up and notifying customers, and another 1-2 staffers devoted to packing orders for shipment with Canada Post. We are hustling, and typically have pick-up orders ready within 24h! Sometimes stock is split between our three stores and storage facility. If we can't have it ready within 36h, we'll be sure to communicate with you regarding any delays. Otherwise, just sit tight and wait for your confirmation text.

    I just placed my order and selected shipping by accident. I live nearby and really wanted to pick it up curbside at 972 Queen St West!

    Please respond to your order confirmation email, or email info@cocktailemporium.com with subject line: "Order [xxxxxx] for Pick-Up". We will refund any shipping you were charged. Once your order is ready for pick-up, our staff will contact you by text.

    Can I get a status check on my curbside pick-up order?

    If you placed your order for pick-up more than two business days ago, and haven't heard from us, please check your voicemail and junk mail folder in case we've been trying to reach you. If not, then respond to your confirmation email or seek out the live chat support on our website for an update. Our admin team working off site will be able to help you out. Please refrain from calling the shop. Our staff on site have their hands full fulfilling all these orders and the phone is ringing off the hook with folks arriving for their pick-ups.

    Where does my order ship from, and using what carrier?

    All parcels are packed at our 972 Queen St West location in Toronto and shipped through Canada Post. Domestic orders within Canada are shipped using Expedited Parcel ground service. International customers will be given a couple Canada Post Delivery options depending on the dimensions of the package and destination. All customers will automatically receive an email with the Canada Post tracking number once the shipping label has been generated.

    How much does shipping cost? 

    Shipping is calculated based on the weight of the goods and your shipping destination. Add the items to your cart, and proceed with checkout. You will see the exact shipping cost quoted before you proceed to payment. Our staff are unable to provide shipping cost estimates before an order has been placed, since it will vary with every single order. 

    We are happy to offer free shipping within Canada for any orders over $100. This is the subtotal before tax and after the application of discount codes — forgive us, that's just the way it's automated with our back-end platform, we aren't trying to be sneaky! If you're eligible, it'll appear as a drop-down option at checkout. 

    When can I expect to receive my online order?

    Despite increased volume of orders (think: early December holiday levels) and a smaller staff size, we are still managing to pack orders within 48h. Yay! Go us! We have Canada Post pick-ups each weekday as well. Canada Post has eliminated all shipping timeline guarantees and advises all customers to anticipate delays during COVID-19. They are experiencing an unprecedented volume of packages (again, picture December holiday levels) and are following necessary safety measures at their processing facilities. 

    That being said, Canada Post has been doing an incredible job delivering packages within or close to their normal estimated delivery times. Please visit their website for more details. Refer to these typical timelines for Expedited Parcel Service relative to our Toronto shop, and then add 2-3 business days for a sense of what turnaround to expect during the pandemic. If you live in Toronto or the GTA and feel able to venture out, consider using our curbside pick-up option for the quickest turnaround [details above]. 

    But... is it safe to receive delivered goods right now? During a pandemic?

    We are following the lead of many other essential and non-essential businesses operating online, trusted government resources, and WHO recommendations. We have at most three staffers on site at a time to pack orders, and regularly disinfect commonly used surfaces and objects in our packing station.

    Our delivery people are wonderful and we couldn't do this without them. They also follow rigid safety standards on the job. We encourage you to refer to Canada Post's website for the latest guidelines on safe practices for receiving parcels and visiting post offices during COVID-19. We also found this article from WireCutter really helpful.

    Do you ship around the world?

    Yes, we ship worldwide! As with our domestic orders, shipping estimates are based on the weight of the goods and your shipping zone. At checkout, you'll have several options and price points. We are unable to offer express services.

    I received my order and an item is missing / broken / wrong style. How do I fix this?

    Oh dear! We're so sorry for the mix-up and want to work to resolve it ASAP! Please send an email to our Ops Director Eric (eric@cocktailemporium.com) with your order number and details of the mistake. We'll sort it out, fear not!

    I received my order and it's not what I was hoping for. Can I return it?

    If you are unhappy with your purchase, please contact eric@cocktailemporium.com. He will take care of you from there!