FAQ

Q: How do I check the status of my order?

A: Upon placing your order, please allow 1-5 business days to have your order processed. Our fulfillment warehouses pack your ordered item(s) and ship the package(s) out as soon as possible. We will send out your tracking number to you during this time.If you have lost your tracking number simply send us a message at support@eastcoastmerch.ca and we will resend it sent to you. If you did not receive any updates on your order, please contact us immediately and we will do all we can to investigate.

Q: Why has my tracking number not updated?

A: Delivery times may be extended due to factors such as weather incidents, customs or backlogs due to holidays or other reasons. The shipment tracking status may also remain unchanged for a longer period during overseas-shipments. The carriers do not use GPS-Tracking, meaning up to a few days may pass between a tracking event at the outbound gateway and the next tracking event at the inbound gateway.

While rare, if your shipment has not arrived within 10 days of the expected delivery date, please contact us and we can start investigating into why your shipment may be late.

Q: How long does shipping take?

A: Please allow 1-5 days for your order to be processed. Our fulfillment centers are located around the world. For domestic orders in the United States, it will normally take about 2-3 weeks. For International orders, please allow up to 4 weeks. 

Q: I ordered multiple products, but have received only one... what's happening?

A: Since we have a large assortment of products that are not stored in the same warehouse, it is possible that some products get shipped separately. Do not worry, it is quite normal that you receive a product a few days before the other.

Q: Do you ship Internationally?

A: Yes! We ship worldwide to ensure that every customer will enjoy their shopping experience with us.

Q: Is your website secure with my personal information?

A: Absolutely! We use SSL security to ensure all your personal information is encrypted. We do not store your credit card information and it will be used one-time only upon purchasing of your product. Where we use PayPal for payment processing your experience is the most secure available.

Q: How do I order on your website?

A: Simply find the product you want and click the 'Add To Cart' button. Fill in your shipping and billing information and we'll have your order shipped to you as soon as possible!

Q: Do you provide a quality guarantee for all the products being sold?

A: Absolutely! If you do not like the product or find damages to the product, contact us immediately. We do all we can to ensure your best shopping experience. You can simply contact us and we'll get it addressed.

Q: How can I get in contact with you?

A: We handle customer service through email. Just send us an email at support@eastcoastmerch.ca with any questions or concerns you may have. 

Q: Do you offer a refund if I don't like the product?

A: Please visit our Return\Refund Policy page for complete details. If you have any additional questions that have not been addressed in our FAQ, please contact us and we will get back to you as soon as possible.