Frequently Asked Questions

Are you open for in-store shopping?

Yes! All three of our shops (972 Queen St West20 Kensington Ave65 Front St W (inside Union Station)) are open for in-store shopping daily from 11-7. You can also shop with us 24/7 online, with delivery through Canada Post in Canada and USA, and local delivery within the Greater Toronto Area via Trexity. 

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 or delivered via Trexity if you’re in our GTA catchment area.

Where does my order ship from?

We pack all Canada Post shipped orders ourselves, with the majority being fulfilled at our warehouse in Mississauga, and a small number coming from our shop at 20 Kensington Ave

We bag all Trexity next-business day delivery orders from our warehouse in Mississauga. 

What delivery services do you use? 

We offer shipping across Canada and the United States through Canada Post using Expedited Parcel ground services. Please note expedited does not mean "express", it’s just the name given to the service used by business accounts. Canada Post tracking information is emailed once the shipping label has been generated.

We also offer next-business delivery with Trexity for GTA customers within our catchment area (see below for more details). Trexity live-tracking information is provided by email and by text as soon as the driver picks up the order from our warehouse.

How much does Canada Post 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. Please note customs/duties may be applied at the point of receipt for US-bound orders over $800 USD pre-tax, and the customer assumes full responsibility for paying those fees. 

When will my Canada Post order arrive? 

Our small but mighty team processes 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 2-3 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. Or, if you are local to Toronto, consider our next-business day delivery option with Trexity.

USA customers: In most cases, US-destined packages cross the border within 2 days of pick-up, and arrive within 5-10 business days. In other cases, we've seen delays up to 3 weeks. This is beyond our control and we ask for your patience and understanding. 

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, Canada Post 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. Please note customs/duties may be applied at the point of receipt for US-bound orders over $800 USD pre-tax, and the customer assumes full responsibility for paying those fees. 

Do I have to provide a signature to receive my Canada Post / USPS 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 modify your delivery preferences (ex/ Canada Post options include "deliver to post office", "front door", "side door", "garage", "front desk or superintendent").

Do you offer next-business day delivery?

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 (see map below). If you are within the delivery radius, then you will see the “Fast Local Delivery (by Trexity)” option in the delivery drop-down menu at checkout. Live tracking is provided directly by Trexity once the order is picked up from our warehouse. 

Note: Trexity next-day service is completed by drivers in mid-size cars, who typically carry 8-10 orders per service route. Therefore, this service is not appropriate for large or bulky orders. If you are a bar/restaurant wanting to place an order with industry/wholesale rates for local delivery, please email info@cocktailemporium.com.

Trexity Next Business-Day Delivery Radius

 

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

We recommend that customers only select the Trexity delivery option if someone will be home 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/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 home 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.

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 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 wholesale or industry rates for bars / restaurants / other retailers?

We are happy to offer industry and bulk wholesale rates on our own Potion House line, which includes bar tools, glassware, and cocktail garnishes (stock availability permitting). Email wholesale@cocktailemporium.com to request a current pricing sheet and catalogue.

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.

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 eric@cocktailemporium.com. 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, items purchased with a discount code, and bulk purchases (i.e., from our industry, wholesale, corporate gift program).

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
Mississauga ON
L4W1E4

You will be responsible for paying for your own shipping costs for returning your item. US customers will also be responsible for completing a commercial invoice to clearly designate the package as a return; failure to do so may result in additional customs/duties that the customer will be responsible for. 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?

We do not issue refunds for in-store purchases. To be eligible for an exchange or store credit, your item(s) must be unused, in the same condition that you received it, in the original packaging, and be otherwise eligible (see below). You must have your original receipt or gift receipt. We do not issue price adjustments for items purchased prior to a limited promotion or sale.

Several types of goods are final sale and will not be accepted for exchange, store credit, or return:

  • Gift cards
  • Opened consumables
  • Vintage items
  • Sale items
  • Items purchased with a discount code
  • Bulk purchases (i.e., from our industry, wholesale, corporate gift programs)
  • Bar carts

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:

  • Book with obvious signs of use
  • Bar tools that show any signs of wear
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error (includes packaging)
  • Any item that is returned more than 30 days after initial purchase

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.