Return + Shipping Policies

In-Store Return 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, and you must initiate your return/exchange within 14 days of purchase. 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: 

• Gift cards
• Opened consumables 
• Vintage items
• Sale items
• Items purchased with any discount code (i.e., including newsletter, affiliate, industry codes)
• Bulk purchases (i.e., items from our Bulk Pricing collection, corporate gift program)
• 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 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:

• 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 14 days after initial purchase 

Online Return Policy

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 Customer Service Manager Fran by email (fran@cocktailemporium.com) to provide details within 14 days of delivery of your online order. Please note that duties on US-bound orders are paid directly to the US government via the carrier and are therefore 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).

If Fran determines that your item(s) are eligible for refund, you can either return the items in their original packaging to our Queen West or Kensington Market or Union Station shops during business hours, or safely package and ship to:

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/tariffs 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 or any applicable duties 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 a 5-7 business day 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 fran@cocktailemporium.com. 

Shipping + Delivery Policy

We ship throughout Canada and mainland USA (including Alaska). We work with multiple trusted carriers to get your parcels delivered safely and efficiently. Please note neither Cocktail Emporium nor our carriers are liable for porch/lobby/mailroom theft.

LOCAL DELIVERY WITH TREXITY

We offer next-business-day delivery via Trexity for local customers only. Delivery occurs the next business day; so if you place your order on a Friday, Saturday, or Sunday, the order will be delivered Monday. 

Simply enter your postal code at checkout. If you are in the delivery radius, then the “Trexity Local Delivery” option will appear at checkout in the shipping drop-down menu. Rates are determined by distance from our warehouse in Mississauga. 

After you place your order, you will receive an 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. We advise customers who choose this option to plan to be home during the delivery window, as Cocktail Emporium and Trexity are not liable for theft.

Failed Trexity Delivery: Customer is responsible for the completeness and accuracy of their delivery address. In instances where a package is returned to sender due to an incomplete or inaccurate address, the customer will be responsible for paying for the re-delivery 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.

For more details, please consult our FAQs.

DOMESTIC SHIPPING WITHIN CANADA

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. 

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. Note that flat rates do not apply to wholesale orders. 

Domestic Processing & Delivery Time

Refer to the table below for delivery estimates by region. We are unable to guarantee exact delivery dates, nor do we 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 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.

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.

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. Search your inbox and spam folder for 'Cocktail Emporium' before reaching out about a missing or late notification. 

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. 

Failed Domestic Delivery: 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 their items minus a 15% restocking fee.

INTERNATIONAL SHIPPING TO USA

We ship throughout mainland USA (including Alaska). 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.

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. 

We ship packages to the USA 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.

International Processing & Delivery Time

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.

Failed International Delivery: 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 their items minus a 15% restocking fee and any duties.

For more details, please consult our FAQs.