Frequently Asked Questions

Return & Exchange

Can I return or exchange something I ordered?

• Customers must notify spankclothing.ca via email at online@spankclothing.ca within 7 days of receipt of merchandise detailing reason for return or exchange. Our staff will respond with a Return Authorization number by email. Packages without an RA number will not be accepted or refunded.
• For exchange, please specify clearly the item number, name, size and colour you would like to exchange it for. We will contact you with a confirmation of availability.
• For regular-priced merchandise, returned and exchanges are accepted within 20 days of receipt of return authorization number. This is applicable to items that have not been worn, altered, or washed, and with all tags attached. We do not refund shipping and handling. Shoes must be returned with their original shoe box. Jewelry, handbags, hats and accessories must be returned in their original conditions. Damages to items being returned may result in a chargeback for the full or partial amount of the original cost. Please complete return/exchange portion of your invoice and include with your package.
• Merchandises on sale are non-refundable and non-exchangeable.
• Shipping and handling charges are not refundable.

How and where do I make return or exchange?

• When you have received a RA number from us, you should re-package the item in an appropriately-sized shipping box, sealed, with the RA number clearly written on the box. A copy of the invoice should also be included inside the box.
• Customers will be responsible for shipping; insurance is the customer's responsibility if they choose to purchase it.
• Returns should be sent to:
  
            2066 West 4th AVE
  
            Vancouver, BC, V6J 1M9
  
            Canada
  

When will I get my refund or exchange?

• Your refund will be processed within seven business days once your package has been received at our warehouse. Your refund will be made in the original form of payment. Please note that the length of time it takes for funds to be refunded to your account may be dependent on your financial institute.
• When we have completed the transaction, our staff will send you an email of notification to your registered email address.
• For exchange, once we receive your package, we will process and re-send your exchange items within seven days.

Registering, Ordering & Payment

What payment methods do you accept?

• We accept the following payment method through Paypal.com.
  
  • Visa
  • MasterCard
  • American Express

What currency will the transaction be?

• All prices on spankclothing.ca are in Canadian dollars.

Do I need to register to place an order?

• Yes. We ask that you register with us so we can have a record of your contact information, as well as past purchases. This will help us personalize your shopping experience.

Shipping, Handling and Delivery

What is the general procedure for shipping?

• All orders will be shipped out from our warehouse within 3 business days of ordering.
• Orders that are placed on Friday after 12pm PST will be processed on the following Monday.
• If what you have ordered is not available, we will contact you via email within 48 hours.
• Once the order is shipped, we will send you an email with a tracking number.
• Your order should arrive within 6-15 business days after the order is shipped.
• We do not ship orders on Saturdays, Sundays, or Holidays.

How much is it to ship to my area?

• Currently, we only offer a flat rate shipping fee of $15 on each order.
• We ship our order via UPS Standard.

Can I modify or change my order?

• If you need to modify your order (change of shipping address, add or remove an item), please contact us via email at online@spankclothing.ca within the 24 hours the order was placed.
• Sorry we are unable to alter any shipped orders.

What should I do if I haven’t received my order after the estimated arrival?

• Please contact us at online@spankclothing.ca if you do not receive any notification after 48 hours.
• If you still haven’t received your order after 14 days of ordering, place contact us immediately.

Taxes

Do you charge sales taxes?

• All prices on spankclothing.ca are taxes included.