Frequently Asked Questions (FAQ)

1. What countries do you ship to?

We currently sell and ship products within Canada and the United States only.
At this time, we do not offer worldwide shipping.

2. How long does order processing take?

All orders are processed within 1–2 business days (Monday to Friday).
Orders placed after 3:00 PM EST or on weekends/holidays will be processed on the next business day.

3. How can I track my order?

Once your order has shipped, you will receive a shipping confirmation email containing your UPS tracking number.
Tracking numbers are activated within 24 hours, and you can track your order here.

4. How much does shipping cost?

Shipping costs vary based on destination, order weight, and shipping method.

For Orders in Canada

For Orders in the United States

 

5. Can I pick up my order?

Yes! Pickup orders are available within 2–4 business days.
We will contact you once your order is ready for pickup.

6. What is your return policy?

You can return items within 30 days of receiving your order.

Condition: Items must be in original, unused condition with all packaging intact.
Non-returnable items: Opened, used, or gift items.
Return shipping: Customers are responsible for return shipping costs.
Refund time: Refunds are issued to your original payment method within 10 business days after the item is received and inspected.

To start a return, email contact@shopbrands.ca with the subject line:
“Return + Your Order Number.”

7. Can I exchange a product?

Yes. Exchanges are accepted within 30 calendar days of delivery.

Please email contact@shopbrands.ca with the subject line:
“Exchange + Your Order Number.”
 Include the reason for the exchange, and our team will guide you through the process.
Customers are responsible for exchange shipping costs.

8. What if my product arrives damaged?

If your order arrives damaged, please refuse delivery (if possible) and contact us immediately.
If damage is noticed after delivery, email contact@shopbrands.ca within 24 hours with:

Photos of the damaged product and packaging
Your order number
A brief description of the issue

We will cover return shipping for damaged or defective items and send a replacement at no additional cost.

9. What payment methods do you accept?

We accept the following secure payment options:
Visa, Mastercard, American Express, Apple Pay, Google Pay, PayPal, Shop Pay, and UnionPay.

All transactions are processed in Canadian Dollars (CAD).

10. Are taxes included in the prices?

Applicable GST/HST/PST will be automatically calculated at checkout based on your shipping address and provincial regulations.

11. Can I cancel my order?

You may request an order cancellation within 24 hours of placing your order by emailing:
contact@shopbrands.ca with the subject line: “Cancel My Order.”

After 24 hours, orders enter the processing stage and can no longer be cancelled or modified.

12. Who can I contact for help?

If you need assistance, you can reach us through the following:

• Legal Company Name: PRIME LOADS INC.
  
• Operating As: ShopBrands
• Phone: 905-209-4312
• Email: contact@shopbrands.ca
• Address: 5990 14th Ave. Markham, ON L3S 4M4
• Support: Monday to Friday 9:00 AM to 5:00 PM EST