Frequently asked questions
Answers to the questions we get asked most.
Do you ship across Canada?
Yes. We ship to homes and businesses across Canada, and within Canada only. We can't deliver to PO Boxes. Please double-check your delivery details at checkout, as that helps us avoid any delays.
Is shipping free?
Yes. Shipping is free on every order, anywhere in Canada. There is no minimum order amount, and every order comes with tracking.
How long will my order take to arrive?
We process orders within 2 to 3 business days, and delivery then takes 4 to 9 business days, so roughly 6 to 12 business days in total. Our daily cut-off is 6:00 p.m. Eastern Time; orders placed after that start processing the next business day. These are estimates; the exact timing depends on your address and the carrier delivering your parcel. Full details are in our Shipping Policy.
Can I return an item if I change my mind?
Yes. You have 30 days from delivery to let us know you'd like to return an item. The item must be unused, with all tags attached and in its original packaging. Full details are in our Refund Policy.
How do I return an item, and who pays for return shipping?
Every return starts with an email to info@quilovat.com with your order number. We'll reply with the correct return address and a short explanation. Our return address is not the same as our warehouse address, so please don't send anything back before you've heard from us.
If you've changed your mind, you pay for the return shipping. We pay for it if the item is faulty, damaged in transit, not as described, or if we sent you the wrong item. We don't offer direct exchanges: return the item and place a new order for the one you'd like.
How long does a refund take?
Once your return has reached us and been approved, we refund you within 10 business days to your original payment method. Your bank or card provider may need a little more time before the money shows up in your account.
What if my order arrives damaged?
Contact us as soon as possible after delivery, with your order number and a few clear photos of the damage. We'll look into it and find a fair solution. You never pay return shipping for a faulty, damaged or incorrect item.
Which payment methods do you accept?
You can pay with any of the payment methods offered at checkout. You'll also see their logos at the bottom of every page. All prices are shown and charged in Canadian dollars (CAD).
Is my payment information secure?
Yes. All payments are processed by trusted third-party providers over encrypted connections, and Quilovat never stores your full card details on its own servers. Read more in our Payment Policy.
Where is my order?
Your tracking link is in the shipping confirmation email we send as soon as your parcel leaves us; it can take up to 24 hours for tracking to become active. On our Track Your Order page you can follow your parcel and see what each step means.
How do I contact customer service?
You can reach us using the details below or through our contact page.
Phone: +1 (647) 366-3193
Email: info@quilovat.com
Hours: Monday to Friday, 9:00 a.m. to 5:00 p.m. Eastern Time. Closed on weekends and holidays.
We aim to reply within 24 hours on business days.
Still have questions?
Have another question, or didn't find your answer on this page? Feel free to get in touch.
Our team is here for you Monday to Friday, 9:00 a.m. to 5:00 p.m. Eastern Time, and we aim to reply within 24 hours on business days.