Are you open for in-store shopping?
Yes! Our Kensington and Queen Street West shops are re-open for in-store shopping effective Friday July 2nd. We have limited occupancy to ensure social distancing (16 max at Queen, 8 max at Kensington). We require guests to use the provided hand sanitizer and wear a mask during their visit. Our staff regularly disinfect high touch zones and baskets regularly. Note: our Union Station shop remains closed at this stage. We continue to also operate online, and offer delivery with Canada Post worldwide.
Where does my order ship from, and using what carrier?
We pack all orders ourselves at 972 Queen St West, 20 Kensington Ave or our warehouse in Mississauga. We ship everything through Canada Post. Domestic orders within Canada are shipped using Expedited Parcel ground service. (Please note expedited does not mean "express"). 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 and volume 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.
When will my order arrive?
In the time of COVID, that’s a tricky one to answer! Our small but mighty team manages to process orders within 5-7 business days, and then from there it is in Canada Post’s capable hands for its journey. Canada Post advises all customers to anticipate delays during COVID-19 and has eliminated shipping timeline guarantees. As such, we cannot offer delivery date guarantees nor process order refunds on the basis of shipping delays.
Domestic customers: refer to these typical timelines for Expedited Parcel Service relative to Toronto, 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 selecting venturing to our Queen West or Kensington shops for in-store shopping.
International customers: there are likely to be delays beyond our control due to COVID-19. USPS distribution centers have been particularly back-logged and short-staffed during the pandemic. Most US parcels cross the border within 2 days of being picked up from our shop in Toronto, and arrive within a close to normal timeframe to their final destination. For a minority of our US customers however, we have seen delays of up to 3 weeks occurring within the USPS network.
Do you ship around the world?
Yes, we ship everywhere Canada Post ships (basically worldwide)! The package is initially handled by Canada Post, and then once it crosses the border, it is relayed to the destination country's national postal service. As with our domestic orders, shipping estimates are based on the weight and volume of the goods and your shipping zone. At checkout, you'll have a couple trackable options and price points. We are unable to offer delivery date guarantees. International customs/duties may be applied at the point of receipt, and the customer assumes full responsibility for paying those fees.
How do I make changes to my order?
Please respond ASAP to your confirmation email with the requested change. We will refund you for any removed items, or send an invoice for any balance owing resulting from a swap or addition. If we are not notified until after the package has been packed and shipped and/or if we do not acknowledge receipt of the request due to high volume of inquiries, you will be responsible for sending back the item in order to secure a refund and/or arranging for the substitutions.
How do I cancel an order?
Please respond ASAP to your confirmation email to request a cancellation. For shipped orders, we require that you notify us before the package is picked up by Canada Post. If you notify us after it has already been labeled and is en route to the destination, then unfortunately we cannot intercept the parcel. You will have to wait to receive the parcel and then follow our instructions for returning goods (see below).
Do you offer wholesale or industry rates for bars / restaurants / other retailers?
We are happy to offer industry and wholesale rates on our own Potion House line, which includes bar tools, glassware, and cocktail garnishes (stock availability permitting). Email firstname.lastname@example.org to request a pricing sheet and catalogue.
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 respond to your order confirmation or send an email to Beth (email@example.com) with your order number and details of the mistake. We'll sort it out, fear not!
I received my online order and it's not what I was hoping for. Can I return it?
If you are unhappy with your purchase, please contact firstname.lastname@example.org. He will take care of you from there! Please note that the following items are not eligible for refunds: gift cards, opened consumables, broken glassware, sale items.
If Eric determines that your item(s) are eligible for refund, please safely package them and ship to:
ATTN: Eric Tindale
Cocktail Emporium Warehouse
Unit 10 - 5250 Satellite Drive
Mississauga, ON L4W 5B8
You will be responsible for paying for your own shipping costs for returning your item. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Once we have received the items and deemed them to be in perfect sellable condition, we will email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please note the refund value will not include the shipping cost of your initial order.
What is your return / exchange policy during COVID?
Given our prolonged closure due to COVID restrictions from Nov 23rd 2020 to July 1st 2021, we have extended the window for exchange for purchases made during that time until August 1, 2021. You can now visit us in-store at Kensington or Queen West to make your exchange and/or receive store credit. Note our shop hours are 11-7 Mon-Sat and 12-5 Sun for Queen West and 11-7 daily for Kensington. Please read below for eligibility criteria.
To be eligible for an exchange or store credit, your item(s) must be unused and in the same condition that you received it. They must also be in their original packaging. You must have your original receipt or gift receipt.
Several types of goods are final sale and will not be accepted for exchange, store credit, or return:
Due to the delicate nature of glassware, we are unable to offer exchange/store credit on glassware that is broken outside our premises. We advise that customers exercise caution when handling and washing glassware, bearing in mind that thermal shock can cause cracks (ex/ running hot water over a recently used cold mixing glass). Here are other instances where we are unable to honour exchanges/store credits:
How long does it take for refunds to process?
If you have been approved to modify or cancel your order and are awaiting a refund, please allow 5-7 business days for the refund to appear on your original method of payment.