Customer Help

If talking to a real-life human is more your thing, you can reach our Customer Team via email at

How can we help?


In Store Shopping

What are your hours?

Monday to Saturday
11 to 8 

11 to 6

Are your change rooms open?

No, unfortunately at the moment our change rooms are not open.

We suggest coming into the store wearing thin layers because you are free to try anything on over your clothing.

We hope to change this in the future when we have the staffing options! Thank you for your understanding.

Do you accept returns?

For most items, we offer a return for store credit that you can use at a later time.

When shopping, please check the tag of the product to see if it’s final sale or not. 

You have 14 days to bring your unwanted items back with the tags attached and your receipt to get store credit.

Online Store Shopping

How can I reach Online Store Staff?

If you have any concerns with an order or a future order, please email us at 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 online?

Of course!

If you would like to see up to 3 items, 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. This just makes sure that we have a staff member available to help you!

What are your online customer service hours?

Monday 11am - 6pm
Thursday 11am - 6pm
Friday 11am - 6pm
Sunday 11am - 6pm 


There are no customer service hours on the following days:


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.

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 as soon as possible so we can see if your order can still be cancelled.

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.

Volunteering With Us

How can I volunteer with you?

Short Term
To volunteer with us in the short term, please see our in-a-pinch positions available. If you have never volunteered with us before, you will be prompted to create a volunteer hub account to keep track of your hours and positions. 

Long Term
If you are looking for a more long-term positon with opportunities to take on projects of your own, please see our available positions here. 

Long-term positions are at least 6 months in length with various weekly shift requirements. After applying, we will meet with you virtually to see if you are a good fit for our team and then you can get started with us!
If you are interested but have a full schedule, please still apply and we can accommodate you! 

I cannot see any sorting shifts available!

Our in-the-pinch sorting shifts are some of most popular! If you cannot see a shift available that meets your schedule, then that shift is likely full. Please keep an eye out for future shift openings or cancellations. 

If you are scheduled for our sorting shift and are unable to attend, please cancel your shift so someone else has the opportunity to attend. Volunteers who regularly sign up for shifts and no show will be unable to sign up to volunteer with us in the future.

I am having trouble with Volunteer Hub!

If you are having trouble with volunteer hub (recording your hours, making an account, etc) you can email Volunteer Services at Please include any relevant information so they can help you out. 

Again, if you do not see the shift you want available, then it is full and we unfortunately do not have room to accommodate any more volunteers that day!

Can I get a letter confirming my volunteer hours?

Yes, of course! If you are looking for a letter outlining the hours you’ve worked at YSM please contact Volunteer Services at


Want more details? Check out our donation page for more information!

What donations do you accept?

You can see an in-depth list of what donations we do and do not accept here.

In general, we accept all clean and good condition garments. With the exception of those in need of upcycling. We also accept all household items and working electronics. 

We do not accept large furniture items or recycle non-working electronics at this time.

Where do you accept donations?

We accept donations every day from 10 - 4 at our back warehouse.

When arriving at the store, please walk/drive to the end of the parking lot. You will see a garage door on your left. Press and hold the button and one of our donation staff will come to assist you. 

Outside of those hours, feel free to bring your donations right into the store. A cashier will have a bin you can place your donations. 

*Please note* 

While our donation receiving is open in the back warehouse, front staff cannot accept donations at the cash. Please make sure to bring them to the back warehouse. Thank you.

Get in touch

Have questions about your order, or a general enquiry?