Shipping policy
1. Ordering
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Orders are placed online through ecopaq.ca.
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All orders are subject to product availability, order verification, and approval.
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We reserve the right to cancel or refuse any order at our discretion, including but not limited to suspected fraud, pricing errors, or inventory issues.
2. Payment
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Payment is collected online at the time of order.
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Prices are listed in Canadian Dollars (CAD) and do not include taxes unless otherwise indicated.
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Applicable taxes will be applied at checkout.
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Orders will not be released for pickup until payment has been successfully processed.
3. Pickup only
At this time, ECOPAQ offers pickup only. We do not ship or deliver products.
Pickup process
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After your order is confirmed and paid, you will receive pickup instructions via email or SMS.
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Pickup location, hours, and any required ID or order confirmation details will be provided in that communication.
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Please arrive within the pickup window specified. If you need to reschedule, contact us in advance so we can accommodate if possible.
Inspection at pickup
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Customers are encouraged to inspect the items at the time of pickup.
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If you notice obvious damage, wrong items, or immediate issues, please notify staff on site before leaving with the order so we can resolve it promptly.
4. Cancellations
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Orders may be cancelled before pickup.
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Once an order has been picked up, it cannot be cancelled; any issues must follow our Return & Refund Policy.
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Cancellations should be requested as soon as possible by contacting support. We will confirm whether the cancellation is accepted.
5. Returns, refunds, and exchanges
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Our Return & Refund Policy governs returns, refunds, and exchanges, and is incorporated here by reference.
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Key points include the 15‑day unopened return window, customer responsibility for return shipping if applicable, and conditions for eligibility.
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For clarity: because we operate pickup only, returns still must comply with those eligibility rules and timelines.
6. Damaged or incorrect items
If you pick up an item that is damaged or incorrect, please:
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Report it immediately to ECOPAQ staff at the pickup location or contact support right away.
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Provide order details and photos if requested.
We will work to correct the issue, which may include providing the correct product, a replacement, or other remedy as outlined in our additional policies.
7. Legal context
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In British Columbia, businesses may set their own return and exchange policies unless specific legal situations apply. Consumer protection resources emphasize reviewing a merchant’s own policy, as not all businesses are required to offer refunds simply because a customer changes their mind.
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For certain distance sales or online contracts, there are limited circumstances under which consumers may cancel and request a refund, with rules on timing and refunds. Local guidance notes a 15‑day period for refund after cancellation in some cases, highlighting the importance of following applicable forms and timelines.
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Additional general guidance from BC resources reiterates that stores are not legally required to provide a refund or exchange simply because a customer changes their mind, though rights can exist if products are faulty, unsafe, or not as advertised.
ECOPAQ 's policies are designed with these realities in mind to clearly communicate how shopping works with us.
8. Changes to this policy
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We reserve the right to modify or update this Shopping Policy at any time.
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Changes take effect immediately when posted on our website.
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Continued use of the site and pickup of orders constitutes acceptance of the updated policy.
9. Contact
For questions, cancellations, or assistance:
Please include your order number and a brief description of your request for the fastest response.