Frequently Asked Questions

How do I order online?

Simply click the 'Add to my Shopping Cart' button found on every product page. You may continue to add items to your basket until your order is complete. Click on the "See My Purchase" link or the shopping bag icon at the top of the page to return to your shopping cart from any page on the site. Click the 'Place My Order' button and enter your billing and shipping address. (Please note, the billing address must match the address where your credit card statement is sent.). Review your order, then click the 'Confirm My Order' button to complete the order.

What methods of payment do you accept?

We accept Visa and MasterCard credit cards for payment. We're really sorry, but we do not accept cheques or money orders.

How do I order by phone?

Call us at 1-888-527-7553. Our friendly, dedicated team is standing by to offer you fast, personal service.

Why do I need to register an account to buy stuff?

Your Cadocool account will provide you with additional features and conveniences, versus not having an account. The account will allow you to store multiple Billing and Shipping addresses, and you'll only need to enter this information once. The account will also store order history, showing previous orders you have placed using your Cadocool account, as well as order status, so you can check to see if your order has been shipped. You'll easily be able to access tracking numbers for your packages. Also, shopping carts that you have started but not completed are stored with your account, so you can retrieve them later.

What can I use as a password for my account?

When you sign up for a Cadocool account, you will receive an email with an automatically-generated password. The first time you use this password, you be asked to change it to something more personal to you. You can use almost anything for a password. For security reasons, our software requires your password to be between 6 and 20 characters in length and must contains at least 1 of 4 the following type of characters:

• lowercase character;
• uppercase character;
• special character (!@#$%^ etc); or
• numeric character.

What if I forget my account password, or need to change it?

If your memory fails you, or you forget and accidentally leave it somewhere, you can reset your password by using the "Lost Your Password?" tool on the Log-in page. Please keep in mind that no one, including employees of Cadocool, can tell what your password is. This means that once your password has been created (or changed), it is stored in a format that cannot be decrypted. Therefore, if you ever forget your password, it will have to be changed.

Unfortunately, if you forget the email address attached to your account - or no longer have access to that address - you won't be able to use this handy tool. Please contact us at 1-888-527-7553 for assistance.

Can I make changes to my order?

If your order has not yet shipped, we can still make changes like selecting different colours. Please have your order number ready and call us at 1-888-527-7553 as soon as possible. If it is outside of our business hours, please follow the instructions below to cancel your order and place a new order with the required changes.

Please note that our order fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, once the order has changed to the 'Processing' status, our customer service team will no longer be able to make any changes.

What's your cancellation policy?

Please note that our order fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, once the order has been sent for processing, neither you nor our customer service team will be able to cancel it. We are not responsible for orders that cannot be cancelled after an order has been submitted.

General Shipping

Orders ship out Monday to Friday, except on legal holidays. We ship to addresses in Canada and the United States ONLY. Sorry, we can't accept orders shipped to other countries. Thanks for your understanding.

When will I get my stuff?

• In-stock orders normally ship within 1-2 business days.
• Track your Shipment: An email with tracking information will be sent to you once your order has been shipped. You can also track your package from your Account page. Please note that tracking may not be available for products shipped to the United States.

Shipping Rates and Speed

Cadocool ships items using a variety of shipping companies, keeping shipping costs down while ensuring that your package can be easily tracked. Standard delivery speeds are as follows:

• Canada - Local (Montreal area) - next business day after *processing)
• Canada - Regional (Quebec/Ontario urban centres) - next business day after *processing)
• Canada - National (2 business days or more after *processing)
• United States (4-7 business days after *processing)

*Processing Times: In-stock orders normally ship within 1-2 business days. Orders placed after 1:00pm Eastern Time will begin processing the following business day.

Cadocool charges a standard $10.00 shipping fee for all orders under $100 (before taxes), including for shipping to the United States. For orders of $100 or more, shipping is FREE. Merchandise ships from Montreal, Quebec, Canada.

Can you leave special instructions for the delivery person?

We often receive requests from customers for a delivery person to leave a package on the porch, next door, in the backyard, etc. Unfortunately, we do not have the ability to communicate special delivery instructions to our delivery companies. Our suggestion is that you contact your regular delivery person and inform him or her of any special requests.