How can we help?
FAQ
Customer Service
How can I reach you?
If you have any concerns with an order or a future order, please email us at doubletake@ysm.ca or use our contact form.
Email is the best way to get in touch with our online store specialists as in-store associates are unable to help with your online purchase.
Can I see something before purchasing?
Of course!
If you would like to see only one or two things, feel free to come into the store during our online customer service hours. Ask any the store associates to see something online and they will lead you to an online staff member.
If you would like to see multiple things, please email us first with an approximate time you will be in the store and what items you're interested in.
What are your online customer service hours?
Monday 11am - 6pm
Tuesday 11am- 6pm
Wednesday 11am - 6pm
Thursday 11am - 6pm
Friday 11am - 6pm
Saturday 11am - 6pm
Sunday 11am - 3pm
If you're interested in seeing some items, please arrive 15 minutes before the end of online customer service hours so that we have time to get your items and package your order. Thanks for your understanding.
Ordering
What size should I buy?
Since we are a secondhand store, the sizing can be different from one size to another. We always recommend checking the measurements available in the product description.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
Can I cancel my order?
We completely get it, we change our minds too! We are able to cancel depending of the status order. Please contact us at doubletake@ysm.ca as soon as possible so we can see if your order can still be cancelled.
How can I donate to Double Take?
Thank you for supporting us, your donation makes the difference! Check our donation page for more details how to donate to us and after that, you can schedule an appointment for your drop-off donation.
Shipping, Returns & Exchanges
You can pick up our order at our store for free or get your order shipped, using Canada Post. You’ll be asked to select the delivery method during checkout.
What is the shipping policy?
Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.
What is the pickup policy?
Please bring your confirmation email or a valid identification (A provincial photo identification or a driver's license) when you come to collect your order by the cashier.
You have 60 days from the day your order pick up notification email is sent to pick up your order at 310 Gerrard St E. After that, we can not be held responsible for storing your order.
Do you ship internationally?
At this time, we do not ship outside Canada. However, we are working on offering international shipping very soon!
What are the shipping costs?
Shipping charges for your order will be calculated and displayed at checkout.
What is your return policy?
Check our return policy for more details.
How long until I get my delivery?
All orders are processed within 3 to 5 business days after receiving your order confirmation email. You will receive another notification when your order has shipped with the tracking information. Potential delays might occur due to COVID-19.
