Are you open for in-store shopping?
Yes! All three of our shops are re-open for in-store shopping. As of March 21st 2022 and in accordance with the changing provincial guidelines, we will leave it up to each shopper to decide whether to wear a mask or not while shopping. Our staff regularly disinfect high touch zones and baskets. You can also shop with us 24/7 online, with delivery through Canada Post worldwide.
Do you offer curbside pick-up?
No, we do not offer curbside pick-up. If you're not comfortable with shopping in-store, simply place your order online and have it shipped through Canada Post.
Where does my order ship from, and using what carrier?
We pack all orders ourselves, with the majority being fulfilled at our warehouse in Mississauga, and a small number coming from our shops on 972 Queen St West and 20 Kensington Ave. 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 by Canada Post 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?
Our small but mighty team manages to process orders within 1-3 business days from the time you place the order. Then from there it is in Canada Post’s capable hands for its journey, with tracking information provided. We cannot offer delivery date guarantees nor process order refunds on the basis of shipping delays.
Canadian customers: refer to these typical timelines for Expedited Parcel Service relative to Toronto. Most folks local to the GTA will receive their order within 2 business days once you receive your tracking information. If you need it ASAP and feel able to venture out, swing by our Queen West, Kensington, or Union Station shops in downtown Toronto for good old-fashioned in-store shopping.
USA 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.
Where do you ship?
We ship throughout Canada and the USA. For orders to the USA, the package is initially handled by Canada Post, and then once it crosses the border, it is relayed to the USPS. As with our domestic orders, shipping costs 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. 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 you do not notify us 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?
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 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 current 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, 5200 Dixie Road
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?
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.