FREE GROUND SHIPPING ON ORDERS $99+ CAD

FAQ

Shopping

Why shop at GlowShack?

GlowShack is new and needs your support. Many small businesses, like GlowShack depend on their customers to grow. Every dollar you spend at GlowShack goes towards expanding our business - which ultimately benefits you! GlowShack's vision is to make our customer's HAPPY and grow our business to the point where we can offer the best online and storefront prices for ALL PARTY ITEMS.

How do I shop at GlowShack.ca

Please, we welcome you to browse all you like. Although not required, GlowShack recommends that you consider creating an account. Creating an account will allow you to receive GlowPoints, Newsletters to upcoming events, and special promotions. We promise to never share your information with anyone.

Can I order over the phone?

Of course you can! You may order over the phone by calling our sales team at (604) 226-3584. Payment can be made over the phone, using Visa, MasterCard, or American Express.

What methods of payment do you accept?

We currently accept Visa, MasterCard, and PayPal for payment at our online store. Our retail locations accept Visa, MasterCard, American Express, Direct Debit, and of course, Cash.

Do you offer lower prices on your website than at your retail locations?

Yes, our online prices are lower. But why? Running a pop-up storefront costs a lot more than selling online; therefore, we can reduce our online prices to save you money! Oh and did we mention anything about competition? Well, we should have... As you may already know, there is a lot more online competition than there is for storefront businesses; so GlowShack prices are comparable (if not cheaper) to most major online retailers.

When is my credit card charged?

Your credit card is pre-authorized when your order has been submitted. Your credit card is only charged once we confirm that the product is in stock and ready to ship.

Do you price match?

Yes, for any online purchase, we will price match any online retailer in the United States or Canada.

How do I use a discount code?

From time to time, we offer discount codes to keep our customers stoked! All you need to do is enter the code at the checkout and your discount will automatically apply.

When will my order be processed?

Generally, an order takes between 1-2 business days to process.

Do I pay sales tax?

If you live within Canada, you will pay sales tax based on the state/province that your order has been placed from. For example, if the shipping address on your account is in Ontario, Canada - you will be charged 13% HST.

What if I am not sure what product would best suit my needs?

We understand that it can be a daunting task when trying to purchase a new product, online. If you have any questions, please do not hesitate to contact one of our expert customer service reps. Click here for our contact information.

Do you sell gift certificates?

Yes. GlowShack does sell gift certificates - available here.

Can I buy items that are currently out-of-stock?

Yes. Although we try our best to ensure there is enough inventory at all times, there are rare occurrences when we run out of stock and need to purchase more. Typically, we already have these items on their way to fulfil any product with low inventory levels, which of course, means you get your out-of-stock product with minimal delay.

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Shipping & Delivery

How much will it cost to ship my order?

Shipping rates are based on order size, weight, and box count.

Regular Service:

Estimated shipping cost is approximately $5.00 - 20.00, depending on the state/province you reside.

Expedited Service:

Your freight rate will be automatically calculated during checkout if you have selected this method. This service is a 2-3 day service to most destinations within the United States and Canada.

How long will it take for me to receive my order?

Generally, you will receive your order within 6 business days. If you have not received your order within this time period, please check the tracking information or contact us and we will track down your shipment for you.

How do I check the status of my order?

Sign in to your account and you can then search by your order number or by the date the order was placed. You may also inquire about your order by sending an email to: support@glowshack.ca

What courier(s) do you use?

At GlowShack, we always try to pass our savings on shipping directly to our customers. For this reason, we use a variety of shipping agencies for orders placed within the United States and Canada, like: UPS, Canada Post, USPS, FedEx, and DHL.

Can I pay extra to have my order expedited?

Yes, we do offer expedited shipping. The shipping options are displayed when you proceed to checkout.

Do you ship outside of Canada?

Yes. GlowShack ships within the United States and Canada. 

How long does shipping take?

Generally, shipping takes 3-8 business days. The amount of time varies depending on the state or province you reside.

Has my order been shipped yet?

Once your order is shipped, we will send you an email with your tracking details so you can follow your package from our storefront right to your front door.

How do you package items for shipping?

Due to the fact that most of our items are fragile, our items are carefully shipped in tube packaging or standard cardboard boxes.

Do you ship to PO boxes?

No, for security purposes, we will not ship to PO boxes. Please contact us if this is an issue for you.

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Warranties & Returns

What if I’m not satisfied with my purchase?

GlowShack offers a 10-day performance guarantee for select products. If you are not completely satisfied with the purchase that you made, please contact us and we will swap the product for something more suitable or offer you a full refund.

*Please note that the customer will be responsible for all shipping costs related to the return.

What type of products are non-refundable?

Non-refundable products include: Paint, Earrings, Makeup (lipstick, mascara, gel, etc.) and Glow Sticks. No exemptions, unless the item is incorrect and entirely sealed and/or intact. If you have any questions regarding whether or not a product is refundable, please contact us.

What if my product is faulty?

Please contact us to obtain a Return Authorization Number. We will also review your warranty claim at this time to give you an idea of whether your product will be replaced or repaired, under the discretion of our quality control team.

You sent me the wrong item! What do I do now?

We are terribly sorry! Please contact us so we can resolve the issue, ASAP.

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Technical

What if I find a misprint or an error on the website?

We do our best to ensure that we provide you with the most up-to-date and accurate information. However, in the event that you do see any typos or errors on our website, please let us know and we’ll make it right. Please feel free to contact us - we greatly appreciate your feedback!

I am not receiving your email newsletters.

If you are not receiving our email newsletters, you could be missing out on great deals and events. One of the most common reasons for this is that your email software is marking emails as spam. To rectify this, please add newsletter@glowshack.ca to your address book.

I placed an order but never received an email confirmation?

Please contact us as generally this means that you have either entered in an incorrect email address or your order was not completed.

What if I’m having issues with your website?

We strive to have our website run as smooth as possible. If for some reason, you are having issues, please restart your computer as this generally fixes everything. If the problem persists, please contact us.

Is ordering over the internet safe?

The security of your information is our top priority. Our shopping system, hosted by Shopify, uses the latest SSL (Secure Sockets Layer) technology, making it extremely difficult for your data to be intercepted by an unauthorised party. When imputing your payment information and sending this information to our server, you will notice that the “http://” in our web address has changed to https:// and a small icon of a lock will show up somewhere in your browser interface. You are now communicating with our server using SSL technology. Your computer encrypts your information that only our server can understand (decrypt) and the same applies to the information our server sends back to your computer. Our server has a secure certificate installed that is issued by a company that verifies our company information for your security. This information is passed to your computer, which then allows for the secure information exchange to occur. Clear as mud? Just know that it is very safe to order through our website. That main concern in purchasing over the internet is dealing with reputable companies and GlowShack is definitely one of them.

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Account Details

How do I join?

It is very easy to sign up and gain access to all the benefits of being a member. Just click “Sign in” at the top right corner of our website and follow the easy steps to becoming a member. Alternatively, click here to setup an account!

What are the benefits of creating an account?

Creating an account gives you quick access to your saved addresses, your order history, and your tracking information. Creating an account also makes it quick and easy to initiate returns and check your bonuses. You are able to create wish lists and events for a gift registry which you can then send to others. You will also be the first to know when we have sales or other promotions, by receiving our newsletters.

What if I forget my login information?

Forgot your password? Enter the user name that you used to register your account and we will send you an email with your password in it.

How do I change my account details?

Just sign in to your account and you can make any changes to your profile that you need to.

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