FAQs

Frequently Asked Questions (FAQ)

Welcome to Companio.ca!

Here are answers to some of the most common questions about shopping, ordering, delivery, returns, refunds, and customer service.

If you cannot find the answer to your question below, please contact us at hello@companio.ca.

🛍️ General Questions

1. What is Companio.ca?

Companio.ca is an online shopping store serving customers across Canada. We aim to provide a convenient, reliable, and secure online shopping experience with home delivery.

2. Where does Companio.ca deliver?

We offer delivery across Canada, including many residential and commercial addresses.

Delivery availability may vary for certain remote, rural, or restricted locations.

3. Is Companio.ca a Canadian online store?

Companio.ca serves customers in Canada and provides pricing and customer-service information in Canadian dollars (CAD), unless otherwise stated.

📦 Orders

4. How do I place an order?

Simply:

Browse our products.
Select the product you want.
Choose the applicable size, colour, quantity, or other options.
Add the item to your cart.
Proceed to checkout.
Enter your delivery and payment information.
Review your order.
Submit your order.

Once your order is successfully submitted, you will receive an order confirmation or other order-related communication.

5. Can I change my order after placing it?

Please contact us as soon as possible at hello@companio.ca.

We will make reasonable efforts to change or cancel an order before it has been processed or shipped.

Once an order has been shipped, changes may no longer be possible.

6. Can I cancel my order?

You may request cancellation by contacting us as soon as possible.

If your order has not yet been processed or shipped, we will make reasonable efforts to cancel it.

If the order has already shipped, our Return & Refund Policy may apply.

Certain Canadian consumer-protection laws may also provide cancellation rights in specific circumstances.

7. How do I know if my order was successfully placed?

After placing your order, you should receive an order confirmation through the contact information provided during checkout.

If you do not receive a confirmation, please check your spam or junk folder.

You can also contact us at hello@companio.ca.

8. What should I do if I entered the wrong shipping address?

If your order has not shipped, we will try to update the address.

If the order has already shipped, we may not be able to change the address.

🚚 Shipping & Delivery

9. How long does delivery take?

Our standard estimated delivery time is generally:

3–5 business days

Delivery times can vary depending on your location, product availability, courier service, weather, holidays, and other circumstances.

10. Is 3–5 business days guaranteed?

No. The 3–5 business day timeframe is an estimate, not a guaranteed delivery date unless a specific guarantee is expressly provided at checkout.

Unexpected courier, weather, transportation, or operational delays may occur.

11. How much does shipping cost?

Applicable shipping charges will be displayed during checkout before you complete your purchase.

Shipping costs may vary depending on the order, product, destination, and available shipping method.

12. Do you offer free shipping?

Free shipping may be offered on selected products, orders, or promotions.

If free shipping is available, the applicable conditions will be displayed on the website or during checkout.

13. Will I receive tracking information?

Where tracking is available, we will provide tracking information after your order has been shipped.

Tracking information may be provided by email, SMS, your customer account, or another available method.

14. My tracking says "Delivered," but I cannot find my package. What should I do?

First, please check:

Your front door or usual delivery location
Around your property
Your mailbox or parcel area
With household members
With building management, where applicable
With neighbours, where appropriate

You should also review the courier's tracking information.

If you still cannot locate your package, contact us at hello@companio.ca with your order number.

15. What happens if I miss my delivery?

Depending on the courier, they may make another delivery attempt, leave a delivery notice, or redirect the package to a pickup location.

Please follow the instructions provided by the courier.

16. What happens if my package arrives damaged?

Please take photographs of the package and the damaged product and contact us as soon as possible at hello@companio.ca.

We will review the issue and provide an appropriate solution in accordance with our Return & Refund Policy.

💳 Payments

17. What payment methods do you accept?

Available payment methods will be displayed during checkout.

Payment must be successfully authorized before an order can be processed.

18. Is my payment information secure?

We use appropriate security measures and may rely on trusted third-party payment processors to process transactions.

Your payment information may be subject to the privacy and security practices of the applicable payment provider.

19. Will I be charged in Canadian dollars?

Unless otherwise stated, prices on Companio.ca are displayed in Canadian dollars (CAD).

Applicable taxes and shipping charges will be shown during checkout.

🔄 Returns & Refunds

20. Do you accept returns?

Eligible products may generally be returned within 30 days of delivery, subject to the conditions in our Return & Refund Policy.

Certain products may have different return requirements or may be non-returnable.

Canadian businesses generally are not legally required to accept change-of-mind returns unless their policy provides for them, while defective products may be subject to applicable legal remedies.

21. How do I request a return?

Email hello@companio.ca with:

Your order number
Your name
Product name
Reason for the return
Photos, if applicable

Please wait for return instructions before sending the product back.

22. Who pays for return shipping?

For a standard change-of-mind return, the customer may generally be responsible for return shipping costs.

If the product is defective, damaged, incorrect, or otherwise qualifies for a remedy for which Companio.ca is responsible, we will generally arrange or reimburse reasonable return shipping costs where applicable.

23. How long do I have to return an item?

Unless otherwise stated on the product page, eligible products may generally be returned within 30 days of delivery.

Please review our complete Return & Refund Policy for specific conditions and exclusions.

24. Can I return a sale item?

Sale and promotional products may have specific return conditions.

Any applicable restrictions will be communicated on the product page or during checkout.

Products that are defective or otherwise subject to mandatory consumer rights remain subject to applicable law.

25. What products cannot be returned?

Certain products may be excluded from standard change-of-mind returns because of their nature.

Examples may include:

Personalized products
Customized products
Certain opened hygiene or personal-care products
Certain sealed products after opening
Digital products, where applicable
Gift cards, where applicable
Products specifically marked "Final Sale"

These exclusions do not remove any legal rights that cannot be excluded.

26. How long does a refund take?

After an approved refund has been processed by Companio.ca, the time required for the money to appear in your account depends on your bank or payment provider.

Please allow several business days for the refund to appear.

27. How will I receive my refund?

Refunds are generally issued to the original payment method where reasonably possible.

The exact processing time may depend on your payment provider.

28. What if I received the wrong product?

Please contact us at hello@companio.ca as soon as possible.

Include your order number and, if possible, photographs of the product you received.

If the error is confirmed, we will arrange an appropriate solution.

❌ Problems With an Order

29. What if an item is missing from my order?

We will investigate the shipment and provide an appropriate resolution.

30. What if my product is defective?

Please provide:

Order number
Product name
Description of the problem
Photographs or video, if applicable

Depending on the circumstances, we may offer a replacement, repair, refund, or another appropriate remedy.

31. What if my product is different from what was advertised?

Please contact us with your order number and details of the issue.

We will review the matter and determine an appropriate resolution under our policies and applicable consumer-protection laws.

🔐 Account & Privacy

32. Do I need an account to place an order?

Whether an account is required will depend on the checkout options available on Companio.ca.

If guest checkout is available, you may be able to place an order without creating an account.

33. How does Companio.ca use my personal information?

We use customer information for purposes such as:

Processing orders
Delivering products
Processing payments
Providing customer support
Improving our services
Preventing fraud
Sending marketing communications where permitted

For complete information, please review our Privacy Policy.

34. Can I unsubscribe from marketing emails?

Yes.

You can unsubscribe from promotional emails using the unsubscribe option included in the applicable communication.

Transactional messages relating to your order, account, security, or services may still be sent when necessary.

🛡️ Website & Security

35. Is shopping on Companio.ca safe?

We take reasonable technical and organizational measures to protect customer information and transactions.

However, no online system can be guaranteed to be completely secure.

Customers should also use strong passwords and protect their account information.

36. Does Companio.ca sell my personal information?

Companio.ca does not sell personal information simply because you visit or shop on our website.

For details about information collection, use, disclosure, and third-party services, please review our Privacy Policy.

📞 Customer Support

37. How can I contact Companio.ca?

You can contact our customer service team at:

Email: hello@companio.ca

For faster assistance with an existing order, please include your order number.

38. How long does customer support take to respond?

We aim to respond to customer inquiries as quickly as reasonably possible.

Response times may vary depending on inquiry volume, weekends, holidays, and the complexity of the request.

39. What information should I include when contacting customer service?

For an existing order, please include:

Your name
Order number
Email address used for the order
Product name
Description of the issue
Photos or other supporting information, if applicable

This helps us investigate your request more efficiently.

📋 Policies & Legal Information

40. Where can I find your policies?

You can find our policies on the Companio.ca website:

Privacy Policy
Terms & Conditions
Order Policy
Delivery Policy
Return & Refund Policy

We recommend reviewing these policies before placing an order. Canadian consumer guidance also recommends that online shoppers review a seller's terms of sale, shipping information, complaint procedures, and return/exchange policies before purchasing.

41. What happens if these FAQs conflict with another Companio.ca policy?

These FAQs are intended as a convenient summary and do not replace the applicable policy or legal terms.

If there is a difference, the applicable Terms & Conditions, Order Policy, Delivery Policy, Return & Refund Policy, Privacy Policy, product-specific terms, and applicable law will govern as appropriate.

❤️ Still Have a Question?

We're here to help.

If your question isn't answered above, please contact:

Companio.ca Customer Support

📧 hello@companio.ca

We’ll be happy to assist you with your order, delivery, return, refund, or any other questions about Companio.ca.