FAQs

Here are answers to most popular inquires we receive. If you don't find an answer to your question here please contact us and we will assist you.

ACCOUNT

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

Setting up an account is optional. However it is quick and comes with some benefits.

What are the benefits of having account?

There are many. Such as tracking your shipments and accelerating future purchases. If you ever plan to return to EcoFreax your address and payment methods will be pre-filled, you can set up and share a Wishlist for your future purchases and most of all you can earn our Green Tokens;  our loyalty points that can be used towards discounts or free items.

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.

I think I forgot my password

Please click here to reset your password.

SHIPPING/ORDERS

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 $100 or more.

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.

Can I cancel/change my order?

As long as you catch us before the item is dropped off we will be happy to assist you, after the item is picked up we are unable to cancel or change your order.

Package tracking

You should receive an email with your tracking number once the shipping label has been created. That does not necessarily mean that the package has been shipped yet but it has assigned a tracking number.  Please check your Spam folder if you have not received the email.  Alternatively, sign in back to your EcoFreax account and find your tracking number under your orders section.

REWARDS PROGRAM

How do I sign up for Green Tokens?

Signing up is as easy as creating an account at ecofreax.ca for which you will be already rewarded with points to get you started. If you have an account you are already signed up.

How do I earn/spend Green Tokens?

There are many ways to earn our loyalty points (open an account, make a purchase, leave a review, share wishlist etc.) as well as spending them (apply a discount percentage, get free stuff or free shipping). Check out this page for a full list of advantages of Green Tokens.

Do my points expire?

Your points are "alive" for 365 days since your last "point activity" (purchase, review, etc.). If more than a year has elapsed since your las activity, your account is considered dormant and your points will reset to 0.

EXCHANGES, RETURNS AND REFUNDS

My item arrived damaged. What do I do?

If your items arrive damaged or defective, please email us at info@ecofreax.ca with a photo of the issue and your order number. We will do our best to fix it in a timely manner.

How do I return an item?

All returns are accepted within 30 days of delivery.  Items must be in unused and new condition in order to be eligible for return.  Please email us at info@ecofreax.ca with your order number and your reason for return and we will get back to you as soon as possible with Return #.
NOTE: Please do not ship back items without contacting us first.

Who pays for shipping items back?

That depends. If we sent you and item by mistake, the item is damaged or significantly different than description/picture. We will cover the shipping.  If the item is being return because of the buyer mistake or change of mind, we will ask you to pay for the shipping and we will refund the full cost of the item.

When can I expect my refund?

We issue all refunds back to your original method of payment. Once your refund has been processed, you will receive a refund confirmation email. Please allow up to 5 business days for the refund to appear in your account.