1. Order Inquiries
Q: How do I place an order?
A: Ordering at All Tides is easy: find what you are looking for by navigating through the product categories —Swimwear, Gear, Brands, etc.— or use the search engine. Select your product, and click “Add to cart.” When you are ready to check out, click on “Proceed to checkout”, and follow the steps indicated to complete your order.
Q: Are my purchases on alltides.com secure?
A: Yes, your purchase and payment information is completely secure. We use Moneris Solutions, a secure payment processing company that uses protocols which encrypt sensitive information. A small padlock symbol in the address bar, or browser window means the site is secure.
Q: Is it possible to cancel an order?
A: Yes, but you’ll need to contact us before your order is shipped. If your order has already been shipped, you’ll have to request a return. Contact our customer service for more information.
Q: Which payment methods do you accept?
A: We accept major credit cards (VISA, Master Card, American Express), and PayPal.
2. Product Inquiries
Q: I saw something online that I can no longer find. What happened?
A: It's possible that the item has been removed from the site, due to stock levels.
Q: Can I purchase online an item that is not, or is no longer, shown on your website?
A: No. For special requests or specific questions about our products, please call our customer service team. You may also send an email, or chat online with one of our agents.
3. Shipping Inquiries
Q: How much does shipping cost?
A: Shipping is free for ordes totalling $100.00 or more, before taxes
For orders under $100.00, the shipping cost will be calculated in your shopping cart.
Q: When will I receive my order?
A: Regular delivery takes an average of 4 to 7 business days.
Q: Do you ship outside Canada?
A: No, currently we ship only within Canada.
Q: Can I have my order delivered to another address?
A: Yes. You may have your order shipped to any valid Canadian address. Simply select “Shipping address different from billing address” in the second step of the purchase process, and follow the instructions.
Q: Can I track my package? How?
A: All of our packages are tracked. As soon as your order is shipped, you will be sent a confirmation email containing your tracking number. If you have a customer account, you will be able to sign in and track your order’s progress.
Q: What happens if I'm not home when my parcel is delivered?
A: Orders are shipped via Canada Post or Purolator. A delivery attempt will be made in person. If no one is available at the time of delivery, a notice card will be left addressed to you, and the order will be held for pick-up at the designated pick-up point. No signature is required at the time of delivery; however, presentation of a valid photo identification is required to claim a package at the post office.
Q: May I pick up my order in person, directly at All Tides?
A: If you live near Montreal, you may pick up your order free of charge at our office, located at:
- 5500 #100 Fullum Street
Montreal, QC H2G 2H3
- Opening hours: Monday to Friday 9:00 am to 5:00 pm (ET)
Please choose the “Pick up at All Tides’ office” shipping option at checkout. Your order will normally be available the next business day. You will be notified by email or telephone as soon as your order is ready for pick-up.
For security reasons, you will be asked to present identification to retrieve your order.
Please note: It is not possible to modify or exchange an order at our office. Orders are available for pick-up only.
4. Return and Refund
You have thirty (30) days from the date of your order to submit a return request. All returns must be previously authorized using a Return Form.
Please see our Return Policy for additional information.
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