GENERAL

Are your items ready to ship?

Yes, all of our items showing In Stock are ready to ship. We warehouse all of our items and do not use dropshipping business model.

Do I need to set up an account to buy from you?

Setting up an account is optional. Some benefits include, prefilled address if you’re returning customer, looking up your purchase history, setting up a wishlist and tracking the status of your current shipment.

Is my personal information kept private?

Yes, in accordance with the new and updated data protection act we promise to keep your information private and secure. To read more about our privacy policy please see our Privacy Policy.

Do you wholesale?

Yes, please click this link, or send as a message at info@ecofrex.ca. Please note that not everything in our store is available for wholesale.

SHIPPING

Do you offer free shipping?

Due to the low average price of our items we can not afford free shipping on single items. However, we do offer free shipping if you spend a certain amount at our store (see the banner).

What are my shipping options?

We only use expedited service to ship our items that come with tracking number.

Will I be charged duties?

We ship out of Ontario, Canada so if you’re in Canada you will not be charged any duties. If you’re in the US you can import/buy up to 800 USD before you will be charged any duties or taxes. For the rest of the world please check before you buy as each country has different import laws.

How fast will you ship?

We do our best to ship same or next day.

Do you ship internationally?

Yes we do but because of the vast variety of price ranges we’re unable to predict the shipping rates for each region. Please contact us with your address and list of items you’re interested in and we will send you a shipping quote.

RETURNS

Can I return my order?

Yes, you have 30 days to return the item. For more detailed information please check our Return Policy.

Are returns free?

Unfortunately we are a small business and we can not afford to pay for the return shipping. Any return shipping must be covered by the buyer unless the item arrived broken or wrong item was sent, then shipping is the responsibility of EcoFreax.

Will my original shipping cost be refunded?

Only if the item was sent by error or the item arrived broken.

ORDERS

Can I track my order?

When your order ships you should receive an email with tracking information. If you haven’t received it please check your “spam” folder.

Can I cancel my order?

You can cancel an order up to the time it is marked as fulfilled.

My order did not arrive, what should I do?

Delivery dates are not guaranteed. We guarantee that we will mail your item to the address you provide to us within 1-2 business days. We ship via variety of couriers, which means your item should arrive 1-5 days after we put it in the mail, depending on the destination. You will receive an automated email with your tracking information when we create the mailing label, so you can track your item's progress to its final destination. Once the package is in transit, we are no longer in control of it. Occasionally couriers experience delays, especially around major holidays. We are not responsible for these delays.

When will I receive my order?

If you’re in Ontario or Quebec it generally takes about 2 days, rest of Canada and USA 3-6 days.

What do I do if I received a defective order?

When your item arrived broken or was sent by mistake contact us and we will happily exchange it.