FAQ

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 or courier order but my preference wasn't an option?

Pick Ups: You will only see the pick up location where your chosen items are located due to our 24 hour turnaround, so 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. 

Local Courier:  Not seeing our faster, cheaper local courier option? That usually means your cart includes items from both store locations. Our local courier ships the next day, but we need about a week to gather items from both spots. Just reach out and we’ll help you with this option.

We appreciate your understanding and are here for any questions you may have!

Why are your shipping charges so high?

We use flat rates that are quite accurate for the location they are shipping to. 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! We do offer refunds when we notice an order costs substantially less than the shipping fee you are charged. 

What are your shipping/pick up/delivery options?

You should find any and all shipping questions and answers here. Including local 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 is appreciated!

Can I pick up my order at anytime?

Once you have received the notification it is ready, come by anytime within our store hours!

How long will my order take?

Local pick ups are a 24 turn around. 

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!

Untracked cards are out of our hands once they have left the shop and can sometimes get stuck a little longer in transit. 

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

We ask 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 not we will refund any second shipping fees. 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. Our courier only delivers Mon-Fri. 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?

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. 

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) so we can personalize a little note 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. We do a minimal wrap with some kraft paper if the objects chosen are not breakable, otherwise we prioritize a safe order over a pretty 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 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 :)

I have a status card, how do I place an order online without paying all the taxes?

If you are placing an order with a status card number we can refund the applicable taxes on purchases made online if you email us your name, order number, and status card number. We will initiate the refund of the taxes in your order within 1-2 business days. In store you can of course show us your card and we will omit the necessary taxes at time of purchase.