Frequently Asked Questions
On Shipping
Where do you ship?
We ship across Canada. At this time, in-store pickup or local delivery is not available.
Who handles shipping?
Each vendor is responsible for packing and shipping their own products. Orders from multiple vendors may arrive in separate packages.
The vendor’s posted policy always applies.
The vendor’s posted policy always applies.
How much does shipping cost?
Shipping rates are set individually by each vendor and vary by product and destination. Rates are displayed at checkout.
How long will it take to receive my order?
Vendors are encouraged to ship within 24–48 hours, but delivery times vary depending on the vendor’s location, shipping method, and your address. ShopVI.ca cannot guarantee delivery dates.
How can I track my order?
Vendors will provide tracking information either directly or through your ShopVI.ca order details page if available.
I have a question about my shipment. What do I do?
Click “Ask a Question” on the vendor’s micro-store page to contact them directly, or check your order details page. ShopVI.ca support is also available to assist.
On Returns and Exchanges
Do all vendors on ShopVI have the same return policy?
No. Each vendor sets their own return and exchange policy. You can find it on their micro-store page. Please review it before completing your purchase.
What is the maximum return period on ShopVI?
Vendors may offer returns up to 30 days from delivery.
Some vendors choose a shorter window—such as 7, 10, or 14 days.
The vendor’s posted policy always applies.
Some vendors choose a shorter window—such as 7, 10, or 14 days.
The vendor’s posted policy always applies.
How do I contact a vendor about a return or exchange?
Use the “Ask a Question” link on the vendor’s micro-store.
This sends your message directly to the seller who fulfilled your order.
This sends your message directly to the seller who fulfilled your order.
How long should I wait for a vendor to respond?
Vendors are allowed 24–48 hours to reply.
If you haven’t heard back after that timeframe, you can contact ShopVI Support for assistance.
If you haven’t heard back after that timeframe, you can contact ShopVI Support for assistance.
What items are final sale and cannot be returned?
The following items are not eligible for refunds or exchanges:
- Digital downloads
- Food and perishable items for humans or pets
What if my order arrives damaged, incorrect, or incomplete?
Contact the vendor right away through the “Ask a Question” link.
Include photos if possible—this helps the vendor resolve the issue quickly.
If the vendor has not listed a specific timeframe, we recommend reporting issues within 7 days of delivery.
Include photos if possible—this helps the vendor resolve the issue quickly.
If the vendor has not listed a specific timeframe, we recommend reporting issues within 7 days of delivery.
What if the vendor doesn’t respond or resolve the issue?
If you’ve contacted the vendor, waited 24–48 hours, and still haven’t received a response—or the issue remains unresolved—please reach out to ShopVI Support.
We’ll step in to help mediate a fair outcome.
We’ll step in to help mediate a fair outcome.
How do I start a return or exchange?
1. Review the vendor’s return policy on their micro-store.
2. Click “Ask a Question” to contact the vendor.
3. Allow 24–48 hours for a response.
4. If needed, contact ShopVI Support.
2. Click “Ask a Question” to contact the vendor.
3. Allow 24–48 hours for a response.
4. If needed, contact ShopVI Support.
Why are digital downloads and food items non-refundable?
Digital files cannot be returned, and food/perishable goods cannot be resold for safety reasons.
However, if a product arrives damaged, expired, incorrect, or unsafe, the vendor will help resolve the issue.
However, if a product arrives damaged, expired, incorrect, or unsafe, the vendor will help resolve the issue.
Can ShopVI approve a return on behalf of a vendor?
ShopVI cannot override a vendor’s stated return policy.
However, if a vendor is unresponsive or something feels unfair, our support team can help mediate.
However, if a vendor is unresponsive or something feels unfair, our support team can help mediate.
