We want to start by saying thank you for your support. This year we have experienced an unprecedented volume of orders and have simultaneously experienced many supply chain and shipping difficulties due to COVID-19.
Our customer support team is working hard to respond to all inquiries as quickly as possible, but please note that we are receiving a high volume of support requests and our current reply time is 2-4 business days. We apologize for any inconvenience and are working hard to scale our team.
ALL locations (except Cambridge Centre) are NOW OPEN for In-store Shopping! We will continue to offer Same Day Contactless curbside pick-up as well. (see store locator for further information).
Call your local location to place your order for same day pick up.
- Due to COVID-19, we are offering Contactless Curbside Pick-up at most locations. You can call the store for assistance and to order your product. If the item is in stock at your local location you can do same day pick up. If not, the store can order the product in for you. You can also check in store availability online after selecting the product and size.
- Store Hours Vary by Location (as per below).
- Please be aware that during this time we will continue to follow strict healthy and safety protocols. We want to protect both our staff and customers to prevent the spread of COVID-19. Regular store hours have also been reduced.
- We have temporarily extended our retail store refund policy to 30 days from the day the retail stores re-open (In-store purchases only).
Some of the safety precautions we are taking are:
- Staff are equipped with Face Masks.
- We have increased our cleaning and decontamination protocols.
- Physical distancing is adhered to.
- Reduced store capacities.
- We encourage contactless payment.
- We have temporarily extended our refund policy to 30 days from the date of re-opening. (Retail Stores only. Online orders are 60 days from the date of purchase).
As customers, you will still receive the high level of service and expertise we are known for.
We will continue to monitor ongoing federal and provincial guidelines and updates. As such, further changes will be made.
We thank you for your patience and support during these unprecedented times.
Safe and Healthy!
Online Order Shipping:
Due to shipping constraints, we’re facing extended processing and shipping timelines on many items of up to 7-14 business days. In some cases, there will be a delay from when your shipping label is created. Some items are subject to further processing lead times.
Multi Items ordered together will all be shipped out together which could contribute to further processing lead times.
You will not receive a tracking number at the time of order.
You will be Emailed the tracking information once your order is double checked and ready to ship out.
Online Order Return Policy:
Walkingonacloud.com offers a 60 day satisfaction guarantee. If you are not completely satisfied with what you have purchased, please return your product(s) for a full refund or exchange, within 60 days of receiving your order. We are currently experiencing higher than normal processing times for returns. Once a return arrives, it could take up 10 business days to process a refund.
Items purchased during a BOGO offer are viewed as groups. The BOGO offer applies to the lower-priced item(s) in the group, making the lower-priced item discounted or free. If a return is necessary, each item in the pair has a new, equal value based off of the order total for all the grouped items, where the same % off discount is applied to each item individually. Returning any of the items from a BOGO offer will refund that discounted value of the returned item to your original method of payment.
All products and packaging must be returned in their original condition. Please include your packing slip with your return. Customers are responsible for return shipping costs. Orders that are placed on www.walkingonacloud.com cannot be returned to a Walking on a Cloud retail location. If you have any further questions please contact our information desk at 1-866-882-4470, or email customer service at firstname.lastname@example.org.
Please note our return address below:
62 Alness St, Unit 12
North York, ON