Where do you ship?
We currently ship to addresses in Canada only.
When is my card charged?
When you place an order, your payment is authorized, and your bank may show it as a pending hold. We only charge it once your order has shipped.
Who pays for shipping?
You pay the shipping charge shown at checkout. It isn't refunded if you return an item because you changed your mind. If an item arrives damaged, defective or wrong, or your order is more than 30 days late, we refund the shipping charge too.
Where do orders ship from?
Our products are shipped directly by supplier partners. Depending on the supplier, an item may ship from inside or outside Canada. If an item ships from outside Canada, import duties, taxes or brokerage fees may apply. See our Shipping policy.
How long does delivery take?
Shipping options and delivery estimates are shown at checkout before you pay. When your order ships, we email you a tracking number.
What if my order doesn't arrive?
If you haven't received your order within 30 days after the delivery date in your order confirmation (or within 30 days after ordering, if no date was given), you can cancel it before it's delivered and get a full refund, including shipping, within 15 days. Email us with your order number.
How do I return something?
You can return an item within 7 days of delivery if you change your mind. Open your order from your confirmation email or at account.plugway.shop, sign in with your email and a 6-digit code (no password or account needed), and choose Return items. We email you a prepaid return label at no cost, usually within 2 days. If an item arrives damaged, defective or wrong, tell us within 30 days of delivery. See our Return and refund policy for the details, including your rights by province.
When will I get my refund?
Your refund is released automatically once the supplier receives your return and checks it. It goes back to your original payment method, and your bank may take a few more business days to show it. You can follow each step on your order page.
Is checkout secure?
Yes. Checkout runs on Shopify, and payments are processed by Shopify Payments. We never see your full card number.
How do I contact you?
Email support@plugway.shop. Include your order number if you have one.