Help with your ShopShai order
Need help choosing an item, checking delivery, finding an order or requesting a return? Email support@askshai.ca.
Send these details so we can help
- Your order number, if you have placed an order.
- The product name or link and the size, colour or pack you selected.
- A short explanation of what you need: delivery, missing item, wrong item, damage, cancellation or return.
- For a delivery-coverage question, your province and postal code. Do not send a full address unless it is needed to resolve your order.
Never send card numbers, banking passwords, government identification or account sign-in codes.
Before you buy
A product's pack size tells you what one purchase includes. For example, a pack of 12 is one pack containing 12 items; cart quantity 2 means two of that selected pack. Check the chosen option, product measurements and included contents. For food, check ingredients, allergens and any listed best-before date. If a detail is missing or unclear, contact us before ordering.
Delivery and separate packages
Physical goods use Shopify checkout. Our suppliers may ship directly, so items from different suppliers can arrive separately with different tracking links. Delivery eligibility and the available shipping charges are shown for your address at checkout. Northern and remote charges can vary by product and supplier.
If tracking has stopped updating or one part of an order has not arrived, send the order number and tell us which item is affected. Avoid placing a duplicate order while we investigate.
Wrong, damaged or missing item
Contact us with the order number and the affected item. If useful, include clear photos of the item, packaging and shipping label; cover unrelated personal information. Keep the item and packaging until the return or replacement instructions are confirmed.
Returns and cancellations
Our published policy provides a 30-day return-request window after delivery for eligible items. Contact us before sending anything back. Do not send returns to the business mailing address without an approved return destination. Eligibility, costs and any exclusions are set out in our return and refund policy. A cancellation request must be checked against the order's fulfillment status; sending a request does not itself confirm cancellation.
Digital downloads
digital tools use a separate Stripe checkout. For a download or access problem, use digital purchase and download help. Check your receipt and recovery options before paying again. Read the digital purchase policy.
Products bought on Amazon
If you followed an Amazon link and paid on Amazon, use the order-help and return options in your Amazon account. Amazon purchases are separate from ShopShai's Shopify orders.
Mandatory consumer rights are not limited by this page.