frequently asked questions
Can I place an order over the phone with a Customer Service agent?
No, our Customer Service agents cannot place an order on your behalf. If you require assistance, please call us toll free and one of our agents will direct you through the process of how to place an order online.
I usually have my order shipped to my local Warehouse One store. What do I do if my store is temporarily closed?
If your store is available for pick up of online orders, it will be available in the drop down menu after selecting Ship to Store during checkout. When your order is ready for pick up, you will receive an email. If your local store is temporarily closed, it is not available for ship to store orders. If you have a ship to store order at an Ontario store, you will be contacted to arrange for safe pick up. For more information please send an email to firstname.lastname@example.org and we'll have a team member contact you as soon as possible.
What does B1G1 or BOGO mean?
B1G1 or BOGO means “Buy One, Get One”. You must buy two eligible items of equal or lesser value 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 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, Monday - Friday from 8:30am CST - 4:30pm CST. Depending on the status of your order, our customer service agents will advise if a change or cancellation is possible.
Can I purchase gift cards online?
Yes. Gift cards purchased online without any accompanying merchandise can be shipped for a flat rate fee of $5 when sent via ground service. Gift cards can also be redeemed online.
How do I check the balance of my gift card?
You can check your gift card balance in the following ways:
1. online at warehouseone.com
2. at your nearest Warehouse One store location
3. email at email@example.com - please make sure to include all the numbers on the back of your card in the email.
Can I get a gift receipt when placing an order online?
Gift receipts are currently available for in store purchases and not available online.
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.
How do I submit a survey to be entered to win a gift card?
Visit your local Warehouse One location and scan the QR code that is displayed throughout the store. If you have made a recent purchase in store, follow the steps located at the bottom of your receipt.
When you make a purchase online, click on the link that says "Click here" on the order confirmation page. You will be taken to the survey and asked to submit your email address at the end.
Please allow for additional shipping & processing time as our distribution center works diligently to safely prepare your order. COVID-19 is causing delays beyond our control. Warehouse One is not responsible for delivery delays due to extraordinary order volume or delays due to inclement weather.
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. Additional delays may occur due to the COVID-19 pandemic and its impact on shipping facilities.
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.
Can I ship my order to my local Warehouse One store?
Yes! Ship to Store is now available in most locations open for in store shopping. Once you have selected the SHIP TO STORE option during checkout, stores that have reopened will appear in the drop down menu. Simply select the SHIP TO STORE option during checkout and follow the easy steps. You will receive an email notification from us when your order is ready for pick up in store. Find out more on our Shipping.
Is your return policy being extended on purchases made during the holiday season?
Yes! Holiday returns will be allowed until January 31, 2021.
Are face masks refundable?
No – due to the hygienic nature, all face masks are final sale.
Can I return items to my nearest store?
Please check our Store Locator page to see if your local Warehouse One store has reopened.
Unworn items with their merchandise tags intact can be exchanged or returned at any Warehouse One location when presented along with the corresponding invoice. Shipping charges will not be refunded.
Online purchases made with PayPal cannot be refunded back to your PayPal account in store. Due to restrictions under the Code of Conduct for the Credit and Debit Industry Canada, purchases made with a Visa Debit card cannot be refunded back to the Visa Debit card in store. Instead, Visa Debit and PayPal returns will be processed in store as either a product exchange or store credit.
Please see our Return Policy page for complete details, including our extended return policy.
Refunds with a gift receipt will be available for exchange or gift card in store only.
In store returns accompanied by a gift receipt are eligible for exchange or a refund in the form of a Warehouse One gift card. We do not currently accept online returns accompanied by a gift receipt.
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.
I received a promotion code from Warehouse One - how do I use it?
Promotional codes should be entered at the start of the checkout process on the "MY SHOPPING BAG" webpage in the field labelled "PROMOTIONS AND COUPONS". Once you have entered the code, you must click the "APPLY" button to have the discount applied to your order. Please note that promotional codes may have special conditions or restrictions so we encourage you to review the code details in the communications you received with the code to confirm you can apply it to your order.
If your promotion code is valid and has been applied to your order, you will see the discont amount deducted from your order.
If your promotion code is NOT valid or CANNOT be applied to your order, an error message will appear informing you how to fix the issue before you can continue to checkout.
In some cases you can enter more than one promotional code for an order.
- enter the first promotional code, and click "apply".
- next, enter the second promotional code and click "apply".
- complete your checkout process
Not all promotions can be combined. If you enter promotional codes that cannot be combined, we will apply the one that works out the best for you, and you can save the unused promotional code for another order.
PERKS PLUS PASS
What is a Perks Plus Pass?
The Perks Plus Pass is given to WH1 Perks members who make a qualifying purchase of $60 or more, either online or in store. The Perks Plus Pass entitles you to an extra 10% off any purchase (unless otherwise specified) for the next 12 months, so be sure to carry your pass with you every time you shop!
How can I get a Perks Plus Pass?
This offer is open to all existing Perks members and new Perks signups who make the required qualifying $60 purchase, before tax and after all other promotions & discounts have been taken. Gift cards, charitable donations, and shipping fees are excluded from this total.
Already a Perks member, but don’t have your Perks Plus Pass yet? START SHOPPING now to get yours!
Not a member? Join WH1 Perks HERE
How do I use my Perks Plus Pass?
The 10% Perks Plus Pass discount can begin being used on your NEXT in store or online purchase after you’ve received your pass, unless other promotional restrictions are in place. In store, you will be required to present your pass in order to receive the 10% discount. Online, please enter the code found on the back of your card at checkout.
If you have this card, enter the 12 digit code under the bar code.
If you have this card, enter the 9 character code displayed directly under the expiry date.
The Perks Plus Pass cannot be applied to any previously purchased merchandise. Warehouse One reserves the right to discontinue this program at any time without notice, as well as limit combining this discount with other offers and promotions. Passes are available only while supplies last. One pass per Perks member. Perks membership does not guarantee availability or receipt of a Perks Plus Pass. Warehouse One is not responsible for lost or stolen Perks Plus Passes.
How do I know when my Perks Plus Pass expires?
Your WH1 Perks Plus Pass expires 12 months from the date of receipt. This date can be found on the back of your card.