Hopefully some of these FAQ's will help with your inquiry! Feel free to email us if we haven't covered your question. 

I want to place a pick up order but my preferred pick up location wasn't an option?

We have streamlined our services to offer quicker turn arounds so we no longer transfer products between shops. This means you will only see the pick up location where your chosen items are located. If you are choosing items from both locations you will not see a pick up option. We can still have your order where needed but ask for a week to transfer the items. We now have our inventory by location listed on our product pages to help you choose items at the store you need them. We appreciate your understanding as we take some stress off our team with these changes and are here for any questions you may have!

Why are your shipping charges so high?

Our system will sometimes incorrectly charge shipping twice if you are ordering items from both locations because it assumes we are shipping two packages. We will always refund the duplicate charge (half the given shipping cost) if this occurs as we collect all items from both locations to ship in one package. Please see our rates here to confirm if your shipping charges are accurate or if you are being double charged.

Outside of shipping charge errors, Canada Post shipping fees are increasing every year and we do our best to provide competitive rates. We offer free shipping on orders $125+ and also have next-day delivery available if you're within the dedicated shipping zone!

What are your shipping/pick up/delivery options?

You should find any and all shipping questions and answers here. Including curbside pick ups's and shipping through Canada Post. We also want our community to be mindful that free shipping is still a cost to us and when possible, picking up helps us out tremendously! 

Can I pick up my order at anytime?

Once you have received the notification it is ready, come by anytime within our hours, no need to book a time. Please visit updated pick up hours here.

How long will my order take?

We are now working with a 24 hour turnaround for local pick ups.

Check out our shipping page for details on other delivery options and their wait times. If a package seems to be taking too long, please wait at least two weeks from the date you placed your order. Your tracking may show an expected delivery date that has already passed during high volume times, please be patient and give it a few more business days and it should show up!


I placed an order and then realized I forgot something, can you add an item on to my order?

We suggest you place a separate order and in the notes reference your other order # so we can try and pack them up together. Keep in mind if your original order has already been processed there may be a shipping fee for the new order. If it is a local delivery or pick up we can't promise they will be consolidated, especially if they have been placed on different days. It's a lot for us to keep track of but we will do our best.

Can you hold an item for me?

Send an email to info@iheartscout.com or call the shop where you'd like to pick up (Leslieville 647 748 1140; Roncesvalles 416 546 6922) and we will do our best to accommodate!

I need my order on a certain day, can you make that happen?

We strive to have orders ready for pick up or local delivery within 24 hours after placing your order. Keep in mind we may need more time over the holidays. The more notice you can give us the better. We appreciate your patience and understanding! 

You have a lot of sold out items on your website, when are they going to be back in stock and can you let me know when they are?

Yes it is challenging keeping up with the supply and demand at this time. Our suppliers and Canada Post are also working with reduced staff so everything is taking longer than usual. If there are sold out items on our site you will see a notify me button below. Enter your email and we you will receive an email back when/if the item is restocked. If you have issues with that feature, just send us an email with the item requests listed and we will still contact you. We are not contacting customers if items are not going to be restocked as this is hard to keep track of.  

I am buying something as a gift for someone; can you send it directly to them?

Yes! Please leave us a message in the notes (the notes section will show up as soon as you add an item to the cart) if you like, we can personalize a little note for you or if you have added a card we can fill it out for you. Put your address as the billing address, and the recipients as the shipping address.  We won't include a bill or prices with the order.

I have an in store gift card I'd like to use online?

Our in store gift cards are created for in store use only and vice versa. If you are unable to visit us in person send an email to info@iheartscout.com with your gift card #, amount and your contact information (a picture of the gift card is best) and we can make it accessible online for you. If you want to spend an online gift card in store we also can make that happen, but advance notice helps us get that prepared. 

I want to sell my products in your shop!

Please send us an email with as much information on your brand as possible! We love photos, brand stories, wholesale pricing and ordering information. We unfortunately aren't able to bring in as many new vendors as usual during this time but as much information as possible helps us to make a decision. We only get in touch with those we are interested in. Don't be discouraged, if you're not a fit for us at this time it doesn't mean another store wouldn't love to host you :)