Frequently Asked Questions

GENERAL

Do you have a storefront?

Yes! We have three incredible brick-and-mortar retail shops in Downtown Toronto! Visit us at 20 Kensington Ave, 972 Queen St West, or 65 Front St W (inside Union Station). All three shops are open daily for in-store shopping from 11am to 7pm.

Do you offer curbside pick-up?

No, we do not offer curbside pick-up. Our online store inventory draws from our warehouse, not our retail stores. If you're not able to shop in-store, simply place your order online and have it shipped via one of our trusted carriers, or delivered via Trexity next-business day if you’re in our GTA catchment area.

Can I place an order on the phone for pick-up?

No, we’re unable to accept payment over the phone for security concerns.

Can I inquire about stock availability in one of your shops?

Certainly! Just give us a ring and we’ll confirm whether we carry the item you’re interested in:

Cocktail Emporium Queen (972 Queen St West) 647-727-3804
Cocktail Emporium Kensington (20 Kensington Ave) 647-729-9986 
Cocktail Emporium Union Station (65 Front St W) 416-964-8535

LOCAL DELIVERY WITH TREXITY

Do you offer next-business-day delivery in Toronto?

Yes! We do offer next-business-day delivery via Trexity for local customers only.

Orders are delivered the next business day. If you place your order on a Monday, it will be delivered Tuesday; if you place your order Tuesday it will be delivered Wednesday, etc. If you place your order on a Friday, Saturday, or Sunday, it will be delivered Monday.

To be eligible for this service your address must be within Trexity's delivery radius. Simply enter your address at checkout. If you are within Trexity's delivery zone, then you will see the “Trexity Local Delivery” option in the delivery drop-down menu at checkout. Rates are determined by distance from our warehouse in Mississauga. Live tracking is provided directly by Trexity once the order is on its way. 

Do I have to be present to receive my Trexity order?

We recommend that customers only select the Trexity delivery option if someone will be at the delivery address to receive the package. After you place your order, you will receive an additional email directly from Trexity inviting you to review your address details to ensure they are accurate and to provide additional details or special instructions (highly recommended if you have a concierge/loading dock/mail room/buzzer code that the driver should know about).

Trexity will email and text you live tracking information the day of delivery. If there is nobody at the address to receive the package, then the driver will place your order at your doorstep (or leave with your building’s concierge or mailroom as applicable), and text you a photo confirmation of this contactless drop. Please note that Cocktail Emporium and Trexity are not liable for theft.

DOMESTIC SHIPPING WITHIN CANADA

Do you ship within Canada?

Yes! We ship throughout Canada using a wide network of trusted carriers. For domestic shipping, we charge flat rates by weight class (more details below).

Where does my order ship from?

We carefully pick, pack, and process all orders ourselves at our warehouse in Mississauga, Ontario, Canada. We have daily carrier pick-ups from Monday to Friday. Carrier tracking information is emailed once the shipping label has been generated. 

What carriers do you use? 

We work with multiple trusted carriers to get your parcels delivered safely and efficiently throughout Canada. It will vary depending on the order and destination, but our carriers include Canada Post, eCom Logistics, Fleet Optics, ICS, Intelcom, Purolator, and UniUni. 

How much does shipping cost in Canada? 

We are pleased to offer flat-rate shipping within Canada based on the regions and weight categories listed in the tables below. Note that bulk/wholesale orders >10kg may be subject to calculated rates or extra charges. 

Our shipping charges include: handling, order processing, item selection, quality control, packaging, and transportation. Rates are cited in Canadian dollars, exclusive of any applicable taxes.

*In cases of very heavy (>10kg) or bulky orders, additional shipping charges may apply. 

When will my domestic order arrive? 

Refer to the table below for delivery estimates by region. We are unable to guarantee exact delivery dates. Our internal processing time is 1-3 business days, which allows us to gather, inspect, pack, and generate the shipping label for your order. Then from there it is in the carrier’s capable hands for its journey, with tracking information provided by email as soon as we have labeled your package. We've got lots of orders in the queue each day, and a small but mighty team picking and packing them as safely as possible. Note: many of our carriers are "final mile" delivery companies, so tracking information is updated as the shipment is received in the destination city and travels to the delivery location. 

INTERNATIONAL SHIPPING TO USA

Do you ship to the USA? Are there tariffs/duties?

Yes! We ship throughout mainland USA (including Alaska). As of August 29th, the US administration has removed the de minimis exemption and imposed widespread tariffs on the majority of goods entering the USA. As a Canadian retailer, this means that all packages we send across the border must ship with pre-paid duties in order to clear customs and reach their destination. Duties are applied at checkout for US-bound orders. Duties are calculated directly via our ecommerce host Shopify through an integration by Avalara, Inc, based on the country of origin of the product(s) and HS code(s), and are paid directly to the US government via the carrier. Duties are the full responsibility of the customer and are non-refundable. 

What delivery services do you use in the United States? 

We ship all packages to mainland USA (including Alaska) primarily using Canada Post’s Tracked Packet or Expedited Parcel services (which does not mean express, we know, it's confusing!). Once the package crosses the border, it travels through the United States Postal Service (USPS) network until its final destination.

How much does shipping cost in the USA? 

Shipping fees are calculated at checkout through an integration between Shopify and Canada Post. Fees will vary depending on the weight of the product(s) in the cart and the destination.

When will my international order arrive?

We are unable to guarantee exact delivery dates, nor process order refunds on the basis of shipping delays. Our internal processing time is 1-3 business days, which allows us to gather, inspect, pack, and generate the shipping label for your order. Then there is additional transit time to your destination with the carrier. In most cases, US-destined packages cross the border within 2 days of pick-up, and arrive within 5-10 business days.

We've got lots of orders in the queue each day, and a small but mighty team picking and packing them as safely as possible. From there it is in the carrier’s capable hands for its journey, with tracking information provided by email as soon as we have labeled your package. The expected delivery date generated by Canada Post / USPS is just an estimate and is subject to change for any reason including weather, parcel volume, and industrial action. Delays are beyond our control and we ask for your patience and understanding.

ONLINE ORDERS

Where can I find my tracking information?

Carrier tracking information is automatically emailed to the email address you provide at checkout once the shipping label has been generated. Search your inbox and spam folder for 'Cocktail Emporium' before reaching out about a missing or late notification. 

What do I do if my tracking information is not showing any progress?

We have carrier pick-ups from our warehouse Monday through Friday. Tracking information may not show progress right away, as the parcel works its way through the sorting centers for each carrier. Many of our carriers are "final mile" delivery companies, so tracking information is updated as the shipment is received in the destination city and travels to the delivery location. 

Do you guarantee delivery dates?

For our shipped services, we cannot offer delivery date guarantees nor process order refunds on the basis of shipping delays. Note that delivery estimates that may appear on your tracking page are estimates, not guarantees. Delivery estimates provided by the Shop App can be particularly inaccurate, as these do not reflect our internal processing time and are unfortunately not something we have oversight on as a Shopify merchant.

Do I have to provide a signature to receive my parcel?

No! We ship all of our packages without a signature required so that you do not have to be home for the package delivery. Please consult your tracking page to see if you can modify your delivery preferences (ex/ Canada Post options include "deliver to post office", "front door", "side door", "garage", "front desk or superintendent").

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 you do not notify us until after the package has been packed and shipped, 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?

Same deal as above: just respond ASAP to your confirmation email to request a cancellation. For shipped orders, you must notify us before the package is picked up by the carrier. If you notify us after it has already been labelled 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 bulk rates for bars / restaurants / other retailers?

We are happy to offer bulk rates with up to 50% savings compared to retail on our own Potion House line. You can now access these rates directly on the website in this Bulk Pricing collection. It includes select bar tools, glassware, and cocktail garnishes (stock availability permitting). Simply purchase online, no account or email ordering necessary! Bulk rates are available exclusively online, not in our retail shops, as orders are processed directly from our warehouse. Bulk purchases are final sale.

I received my order and an item has a cosmetic flaw / is missing / is broken / is the 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 Fran (fran@cocktailemporium.com) with your order number and details of the issue. We'll sort it out, fear not! In cases where the item in question is still usable but has a minor cosmetic flaw, we will be happy to issue a partial refund. If the item was somehow damaged or broken in transit and therefore not usable, we will offer a full refund for the damaged good or a no-cost replacement, depending on the situation.

RETURN POLICY

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 fran@cocktailemporium.com within 14 days of delivery of your online order. She will take care of you from there! Please note that duties on US-bound orders are non-refundable. The following items are not eligible for refunds: gift cards, opened consumables, glassware that was broken outside our store premises or after safe receipt from an online order, sale items, bar carts, items purchased with a discount code, and bulk purchases (i.e., items from our Bulk Pricing collection, corporate gift program). For full details, refer to our Online Return Policy.

What is your return / exchange policy for in-person purchases?

We do not issue refunds for in-store purchases. We are happy to offer exchange or store credit on eligible items with your original receipt or gift receipt within 14 days of your purchase. Your item(s) must be unused, in the same condition that you received it, in the original packaging, and be otherwise eligible. Note we do not issue price adjustments for items purchased prior to a limited promotion or sale. The following items are not eligible for exchanges/store credit: gift cards, opened consumables, glassware that was broken outside our store premises or after safe receipt from an online order, sale items, bar carts, or items purchased with a discount code. For full details, please refer to our In-Store Return Policy.

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.