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.
The following items 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 when in doubt, any glassware with printing/plating should be treated as hand-wash only. We are unable to offer exchange/store credit on hand-wash only glassware that is damaged after being run through a dishwasher. 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:
Please note we personally inspect every outgoing item for quality control purposes. In the very rare event that your online order contains an individual item or item from a set with a minor cosmetic flaw that is still usable, we will issue you a partial refund to keep the item in question. If the item is 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. Due to the delicate nature of glassware, we are unable to offer exchange/store credit on glassware that arrives in-tact but is broken after the fact.
We do not issue partial refunds / price adjustments for items purchased before a limited promotion or sale. We advise that when in doubt, any glassware with printing/plating should be treated as hand-wash only. We are unable to accept returns of hand-wash only glassware that is damaged after being run through a dishwasher.
If you are otherwise unsatisfied with your online purchase, please reach out to our Operations Director Eric by email (firstname.lastname@example.org) to provide details. The following items are not eligible for refunds: gift cards, opened consumables, sale / discounted items, and bulk purchases (i.e., industry, wholesale, corporate gift).
If Eric determines that your item(s) are eligible for refund, you can either return the items to our Queen West or Kensington Market shops during business hours, or safely package the items in their original packaging 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. 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 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.
Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Shipping with Canada Post (throughout Canada and the United States)
We ship throughout Canada and the United States using Canada Post Expedited Parcel services (which does not mean express, we know, it's confusing!). Shipping fees are based on the weight and volume of the products and destination. We are unable to guarantee exact delivery dates with Canada Post. 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. Consult the Canada Post website for the latest service updates.
Allow 1-3 business days for us to gather, pack, and generate the shipping label for your order. You will receive your tracking information by email as soon as we have labelled your package. 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 1-2 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. Or, if you are local to Toronto, consider our next-business day delivery option with Trexity.
USA customers: 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. 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.
Search your inbox and spam folder for 'Cocktail Emporium' before reaching out about a missing or late notification.
Failed Delivery with Canada Post: Customer is responsible for the accuracy of their shipping address. In instances where a package is returned to sender with the reason "incorrect or incomplete address" or "unclaimed at post office", the customer will be responsible for paying for the reshipping costs. If the customer prefers to cancel the order, they will be eligible for a refund on only their items minus a 15% restocking fee.
Local Next-Business Day Delivery with Trexity
We offer next-business day delivery via Trexity for local customers only. To be eligible for this service, your address must be within Trexity's delivery radius (see map below).
Simply enter your address at checkout and if you are in the delivery radius, then the “Fast Local Delivery (by Trexity)” option will appear at checkout in the shipping drop-down menu. The delivery fee is a flat rate of $15 and arrives the next business day (i.e., 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.)
We advise customers who choose this Trexity option to plan to be home during the delivery window, as Cocktail Emporium and Trexity are not liable for theft. 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). Live tracking information is provided once your order has been picked up and is out for delivery. If you are not home to receive the delivery, it will be left at your door (or concierge or mail room, whatever is applicable) and you will be texted a photo of the contactless drop.
Trexity next-business 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 firstname.lastname@example.org.
For more details, please consult our FAQs.