Got a question? Here are quick answers to the ones we hear most. For full details, see our Shipping Policy, Refund & Returns Policy and Terms of Service.
Orders & Shipping
Where do your products ship from?
Your order ships directly from our supplier's warehouse, which for most items is overseas (mainly China). If you order several items, they may arrive in separate packages.
How long will my order take to arrive?
We process orders within 1–3 business days (Monday to Friday, excluding holidays). Once your order ships, delivery usually takes 7–14 days and can take up to 2 weeks. Peak seasons such as Black Friday and the December holidays, customs checks, weather or carrier delays can add some time.
How much does shipping cost?
Shipping within Canada is a flat CA$2 on most items. For the US and other countries, you can choose free economy shipping or CA$5 standard shipping on most items. A few items have their own shipping rate, and the exact cost for your order is always shown at checkout before you pay.
How do I track my order?
We email you a tracking link as soon as your order ships. The first scan can take a few days to appear, and tracking may pause for several days while your parcel crosses borders. That's normal, and your parcel is still on its way.
My order hasn't arrived. What should I do?
If your order hasn't arrived 14 days after it shipped, email us at eqshop@eqtrend.com with your order number and we'll check with the carrier. If it still hasn't arrived 30 days after it shipped, or tracking shows it as lost or returned to sender, we'll send a replacement or a full refund to your original payment method, your choice.
Will I pay customs duties or taxes?
Orders shipped across borders may be subject to import duties, taxes or customs fees set by the destination country. Unless they're collected at checkout, these charges are the customer's responsibility.
Can I cancel my order?
Yes, for a full refund any time before it ships. Email eqshop@eqtrend.com with your order number. Once an order has shipped it can't be cancelled, but you can still use our return options after it arrives.
Prices & Payment
What currency are your prices in?
All prices on our store are in Canadian dollars (CAD).
What is store credit and how do I earn it?
You earn store credit on every purchase, so each order helps you save on the next one. Store credit is added to your EQ Trend account (or sent to you as a code by email) and doesn't expire.
Returns & Refunds
My item arrived damaged, defective or wrong. What now?
We're sorry! Contact us within 14 days of delivery with your order number and photos of the item and packaging. We'll reply within 2 business days and send a free replacement or, if you prefer, a refund to your original payment method. In most cases you won't need to send the item back, and if we do need it, we cover the return shipping. Hidden defects that only show up later are still covered under Canadian consumer law, so just contact us when you notice them.
Can I return something if I change my mind?
Yes. We accept change-of-mind returns within 30 days of delivery for store credit (not a cash refund). The item must be unused and unworn, in its original condition and packaging. Please email us before sending anything back so we can confirm the item qualifies and give you the return address. Items sent without approval can't be accepted. Return shipping for change-of-mind returns is paid by you, and we recommend a tracked service.
Are there items that can't be returned for a change of mind?
Gift cards, personal-care items, and products that have been worn, used, or damaged after delivery can't be returned for a change of mind. This doesn't limit your rights if an item arrives damaged, defective or wrong.
Can I exchange an item?
We don't do direct swaps. Return the item for store credit and place a new order using your credit.
How long do refunds take?
Approved refunds are processed within 5 business days to your original payment method. Your bank or card issuer may take another 5–10 business days to post it. Store credit for approved change-of-mind returns is issued within 5 business days after we receive and check the item.
Contact & Support
How can I reach you?
Expert support is available 24/7 via chat. Just open the chat on any page. You can also use our contact page, email eqshop@eqtrend.com, or reply to your order confirmation or shipping email. Please include your order number so we can help faster. We reply to emails within 2 business days.
