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FAQ

Can I cancel my order?

You must contact us at info@sextoninthecity.ca as soon as possible to cancel your order. However, we cannot guarantee that your order will be cancelled.

What should I do if I don't receive a confirmation email?

First, check if your confirmation email has been marked as spam in your inbox. If you cannot find your email, contact us to receive any information.

Can I change the shipping address for my order?

You must contact us as soon as possible and we will assist you further. We will do our utmost to change the shipping address on your order before it is processed and shipped.

Once the item is shipped, we cannot change the shipping address.

Some of my items are missing?

If one or more items that you ordered are not available at time of shipment, these items will not be listed in your shipment confirmation email. You will not be receiving these items in a subsequent shipment. Note that you will only be charged for items that ship.

What if I've received a merchandise in error or received damage items?

If you have received an incorrect or damaged product, we recommend you contact us for further assistance.

Can I return SALE or DISCOUNTED items?

All SALE and DISCOUNTED items are FINAL SALE, no returns or exchanges.

Shipping & Delivery

How can I track my order?

You can follow the status of your order by clicking on the link in your shipment confirmation email.

How long does it take for my order to get shipped?

Orders are processed and shipped from our store in Hamilton, ON, Canada, within 3 to 5 business days. Note that these times do not act as a guarantee.

How long will it take to receive my order?

Orders are generally delivered within 5 to 10 business days. Note that these delivery times do not act as a guarantee. sextoninthecity.ca is dependent on Canada Post delivery, which may be affected by unforeseen delays such as inclement weather.

How much is the Shipping charge?

Please see our Shipping Policy  for information on our shipping fees.

Do you offer FREE Shipping?

We offer FREE Shipping on order over $150. Simply enter code 'sitcfree' at checkout.

Do you offer IN-STORE pick up?

Yes we do! Simply select "In Store Pick-Up" as your shipping method at checkout.

Do you ship to the US?

Yes we do ship to the US.

Do you ship internationally?

No, at this time with only ship within Canada and the United States.

Returns & Refunds

Please see our Return Policy

Can I make an exchange?

It is not possible to exchange items purchased at sextoninthecity.ca. If you wish to exchange, you need to return the item(s) for a store credit and place a new order. All sale items are FINAL SALE.

Can I returned an online purchase in-store?

Yes, online orders can be returned in store.

I have returned the item, when will I receive the credit?

All returns are processed within 14 business days following their arrival at our store. Note that we only offer Store Credit as part of our refund policy.

Are the shipping fees refundable?

Shipping fees are not refundable.

 Product Availability

I saw an item online but can no longer find it. Why not?

It is possible that an item has been removed from the site due to a change in season or because it is out of stock.

I saw an item in-store, but can't find it online. Why not?

The online assortment may vary from products available in store. Some of our products are in-store exclusive and we do not carry it in our online store. Likewise, some of our online exclusive products are only available online, and not in store.