Frequently Asked Questions

 

General

What does B1G1 or BOGO mean?
B1G1 or BOGO mean “Buy One, Get One”. You must buy two eligible items in order to receive this discount. e.g., “B1G1 50% Off” means you will get 50% off a second item of equal or lesser value. The discount is applied automatically when eligible items are added to your shopping cart. 

Do the prices of items marked “Plus XX% Off” already include the discount?
 
The discount for these items is not included in the displayed price. You will see the discounted final price for these items upon adding them to your cart.

Can I purchase gift cards online?
 
Yes, however they may only be redeemed in-store. Gift cards purchased by themselves are shipped at a flat fee of $5. 

Can I make changes to my order or cancel it after it has placed?
If your order has not been shipped, please call us toll-free at 1-844-445-5566.

How do I check the balance of my gift card?
You can check your gift card balance at your nearest Warehouse One location or you can send us an email at customerservice@warehouseone.com and we can look it up for you. Please make sure to include all the numbers on the back of your card in the email.

Tax Exemptions
Warehouse One does not offer tax exemptions on any online purchases at the time of purchase.

A refund for qualifying tax exempt items will be provided at any of our store locations for items that meet one of the following criteria:

1) Are purchased for an individual who meets the Provincial Children's Clothing & Footwear Tax Legislation requirements
2) Are delivered to a Reserve for an individual who holds a Certificate of Indian Status

Tax exemption refunds must be completed in store within 30 days from the date the online order was placed.
You must present your original Order Invoice and have your original method of payment present in store in order to receive a refund.

Payment
What payment methods are accepted? 
By credit card we accept Visa, MasterCard, and American Express. We also accept debit payments in the form of Interac Online from participating financial institutions, including TD Canada Trust, RBC, BMO, and Scotiabank.

Can I pay with a gift card? 
Unfortunately, we cannot accept gift cards online at this time.

Can I pay with multiple cards or a mix of credit cards and debit? 
Only one payment type and card may be used per order.

My credit card was declined and I didn't receive an order number, why am I still seeing a charge on my account?
The charge you see on your account is actually a pre-authorization hold. This hold will drop off from your account on its own according to your credit card issuer's policy. This may be a few days to a couple of weeks. To find out when the pre-authorization hold will be released, you should call the number on the back of your card. 
 
Shipping
How long will my order take to be shipped?
Orders are shipped Monday to Friday, excluding holidays.  Please allow 1-4 business days for your order to be processed prior to shipping. 

Can I specify a different shipping address for my purchase?
Yes. When checking out, simply select "Ship to different address" right above the continue button after filling out your billing information.


I’ve already placed my order, can I modify it or change my shipping address?
 
If your order has not been shipped we can make this change it for you. Please call us  toll-free at 1-844-445-5566.

Do you ship to P.O. boxes?
 
Yes, Canada Post ships to P.O. boxes. 

Do you ship to Quebec?
 
Yes, we are now pleased to offer shipping to Quebec.

Do you ship to the United States or outside Canada?
 
Unfortunately, we do not ship to the United States or outside Canada.
Returns
Can I return items to my nearest store? 
Yes, items can be exchanged or returned at any Warehouse One location. Shipping charges will not be refunded.  
Purchases made with a Visa Debit card cannot be refunded onto the Visa Debit card in-store, due to restrictions under the Code of Conduct for the Credit and Debit Industry Canada.  You will be offered a store credit or exchange.
Purchases made with a Virtual Visa Debit card can only be refunded online.
 
If I received a Perks Plus Pass with my purchase, but now I want to return a portion/all of my purchase, do I also have to return the Perks Plus Pass I received?
Once you have received a Perks Plus Pass, it's yours to keep and use until it expires (12 months from the date of issue) - you are not required to surrender your Pass in store or ship it back as part of an online return.

Are shipping fees refunded?
 
Original and return shipping charges are not refunded unless it is determined to be an error on our part. e.g., you received incorrect or damaged items.

Please see our Return Policy page for complete details.