FAQ

COVID-19 Information

Are there any delays in shipping? 

There are no more delays worldwide but post offices still have some congestion due to the sheer amount of packages needed to processes and the lack of workforce during COVID-19. 

If you have any questions regarding the impact of COVID-19 and your delivery please email us at sales@thewafflestore.com for the fastest response (within 24 hours) 

We have linked some official statements regarding COVID-19 from each postal office that does our last leg shipments. 

USPS

Canada Post

Australia Post

Deustche Post 

New Zealand Post 

Sadly, local post office delays are beyond our control and this is something that all of us have to wait through for the sake of our health and also ensuring the safety of postal workers. Once again, thank you for your patience and we hope you receive your order soon! 

Shipping

Where do you ship from? 

We ship from Canada for North American orders and China for international orders. The reason is we have a special relationship with fulfillment centers there which allows us to continue to offer Free Worldwide Shipping without delays. 

Shipment processing time

All orders are processed within 1-2 business days. Orders are not shipped or delivered on weekends or holidays. You should receive an email informing you of your tracking number once the order is shipped. 

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Shipping Method

Our Standard Shipping is Free Worldwide

All our orders are shipped with our Standard Shipping label. It takes about 3-7 business days for orders to arrive within North America and 7-21 Business Days for International deliveries

Why am I charged a $4.99 Shipping Fee in Canada? 

We're based in Canada and we've tried every possibility to make shipping free but because of current issues with Canada Post, its either waiting 4+ weeks for your shipment or using a private label company (UPS, Fedex, etc). We charge a $4.99 shipping cost but also shipments are much faster and arrive in 3-5 business days. We made this decision in-order to continue to offer shipping in Canada as well as maintain customer satisfaction. 

Shipment Confirmation & Order tracking 

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 48 hours.

Customs, Duties and Taxes

The Waffle Store is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Missing Item  

If you have not received your item under the normal shipping period (not including holidays and special promotions), please use our contact form and give us your Full Name and Order Number. 

My Order 

I did not receive an order confirmation

Order confirmations are always sent through the email used upon making the order. If you have not received a confirmation it is probably due to a typo in the email used for the order. If this has happened to you, please use the contact form and include your full name and date you ordered for us to re-send the confirmation email. 

How to track your order 

You can use this link here to track your order: http://parcelsapp.com/en 

My order hasn't arrived

First of all, we're sorry for the inconvenience caused by any delays and really appreciate the time you took to look for an answer. If your order has not arrived in at least 3-4 weeks after ordering, please send us an email at sales@wafflestore.com.

Please include your name and order number so we ensure quick assistance. 

Returns

Refund Process

To return your product:

1. Send us an email to sales@thewafflestore.com (You can use the Contact Form)

2. Include your Order Number and a reason on why you want the product to be  returned (if defective please include pictures) 

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a regular return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

There are certain situations where refunds are not granted:

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 30 days after delivery

Refunds 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Late or Missing Refunds 
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@thewafflestore.com.