Frequently Asked Questions
WHAT IS THE SPACEPAQ RETURN POLICY? It is our number one priority to ensure you are 100% satisfied with your order. That’s why we will gladly accept unworn, unwashed, unaltered or unused merchandise in sellable condition for a full refund, no questions asked within 30 days of purchase.
WHERE IS SPACEPAQ BASED OUT OF? Founded in Toronto, Canada SpacePaq is proud to now have offices located in both Canada & the US.
WHAT’S MY ORDER STATUS? All order status updates will be provided via the email address used during checkout. Once shipped, you will receive full tracking information. Please keep in mind that if multiple products were ordered, they may arrive in separate packages.
WHEN WILL I RECEIVE MY REFUND? Please allow up to 30 days for us to receive and process your return merchandise. We’ll refund the price of the merchandise including any taxes you were charged (excluding all applicable shipping charges) upon receiving the return. Depending on your bank, please allow up to two billing cycles for your credit to appear on your statement.
SHIPPING TIMES Tracking numbers are provided for each order. Because we ship worldwide and shipping times vary from region to region, please allow up to 9-25 days for delivery upon purchase, depending on location (just to be safe). Our products are always worth the wait :)
HOW DO I CANCEL MY ORDER? Depending on if your order has already been processed for shipment, we may not be able to cancel it without going through the return process. Please contact us immediately at firstname.lastname@example.org and we will help you the best we can. If we are unable to cancel your order, we can always walk you through our easy returns process.
I FORGOT TO ADD AN ITEM TO MY ORDER; CAN I MAKE A CHANGE BEFORE IT SHIPS? Once your order has been completed, the order goes almost immediately to processing and then it’s sent to warehouse to ship. To get your order to you as fast as possible, no changes can be made at this stage. Please place a new order on the website for the additional items, remember shipping is free on most items.
CAN I CHANGE THE COLOR/SIZE OF WHAT I JUST ORDERED? Once your order has been submitted successfully, the order goes almost immediately to processing and then it’s sent to warehouse to ship. To get your order to you as fast as possible, no changes can be made at this stage. Please contact us immediately to cancel the order. Otherwise, we’d be happy to start a return for you for the goods you didn’t mean to order.
THE STYLE/SIZE/COLOR I WANT IS OUT OF STOCK, WHEN WILL YOU BE RESTOCKING? SpacePaq comes out with collections each new season. If something is out of stock, emails us at email@example.com and we’d be happy to double check for you.
WHY DID I HAVE TO SIGN FOR MY PACKAGE? To ensure the safety of large orders, we require a signature upon delivery for orders over $500. For more information about your order, please contact us at firstname.lastname@example.org
DO YOU SHIP INTERNATIONALLY? DO I HAVE TO PAY DUTIES AND TAXES? Yes, we just launched International shipping on spacepaq.com. We are required by law to state the full value of your order for customs purposes. You may be subject to duties and taxes which will be estimated for you at checkout if so.