Return + Shipping Policies

COVID Return Policy

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 10-8 Mon-Sat and 11-7 Sun for Queen West, 11-7 daily for Kensington, and 11-7 Mon-Fri for Union Station. Please read below for eligibility criteria.

In-Store Return Policy

We do not issue refunds for in-store purchases. You can bring back your purchase for exchange or store credit only within 15 days, with the original receipt. If 15 days have gone by since your purchase, unfortunately we can’t offer you store credit or exchange. Your item(s) must be unused, in original packaging, and in the same condition that you received it.

The following items are final sale and will not be accepted for exchange, store credit, or return: 

  • Gift cards
  • Opened consumables 
  • Vintage items
  • Sale items
  • 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 

Online Return Policy

If you are unsatisfied with your online purchase, please reach out to our Operations Director Eric by email (eric@cocktailemporium.com) to provide details. Please note that the following items are not eligible for refunds: gift cards, opened consumables, and sale items.

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 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 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 eric@cocktailemporium.com. 

 

Shipping Policy

We ship worldwide 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. Note that Canada Post has eliminated all shipping timeline guarantees during the COVID-19 pandemic, and as such we are unable to guarantee delivery dates. 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 5-7 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. International, and US customers in particular, should anticipate delays due to reported backlogs in USPS distribution centres during the pandemic. 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.

For more details, please consult our FAQs.