Our head office and customer service base of operations is open from 11AM - 5PM EST Monday to Fridays. Any missed calls or emails sent outside of business hours will be answered the following business day. Our offices are closed during Canadian Statutory holidays and civic holidays in Ontario.
GIFT CARDS
If you have a gift card that starts with a date, it will be from our previous website. It has not expired, you'll just need to contact us when placing your order so we can help you redeem it. Our current gift cards can be easily ordered online for US customers, but Canadian customers will need to contact us while we sort out an issue with Shopify's system.
SHIPPING
Which service do you use to ship?
We ship using UPS, and shipping options are available to see during checkout.
Where are orders shipped from?
We have warehouse locations in both the USA and Canada. Some items are stored at both locations. Orders will ship from the closest location with stock on hand. In some cases we may have to ship from multiple warehouses to complete your order.
How long does it take to get my order?
Our average processing time for orders is 1-3 business days. Once your order has been packed by the warehouse and picked up by UPS/Fedex it can take anywhere from 1-7 business days to reach you with regular ground shipping depending on your location. Some items are ‘special order’ and require more processing time; these products are marked on the individual product page.
Please note: we are not open on weekends or national holidays. Any orders placed over the weekend will be addressed the following business day.
I need my order by a specific date/I'm in a rush!
With the exception of items marked “special order” or materials that cannot ship express for safety reasons, we can usually accommodate requests for rush shipping. You can choose express shipping during checkout, and if you have specific deadlines or concerns, you should contact us about your needs first.
Will there be Customs or Importing Fees payable on delivery (COD)?
There are no customs fees on orders to USA and CANADA. We pay the duties for you, so there are no future surprises. Should the courier attempt to collect duties on your package, please contact us.
ORDERING
Do you have a retail location I can drop by?
We do not have a physical store, however our Toronto, Canada warehouse can accommodate some pick-up requests by appointment, usually for thermoplastics and craft foam. Please contact us if you'd like to arrange a pickup. We are located in the west end of the city in Etobicoke.
If you are looking to purchase Worbla products from a brick & mortar store, refer to our directory of North American retail partners on Worbla.com.
Did my order go through? I did not get a confirmation email.
Our system automatically sends a confirmation email, however sometimes it can end up in your spam folder. Feel free to contact us if you would like to double-check that your order went through.
I ordered a while ago and my order still hasn’t shipped yet.
It is likely that you had a special order item and your entire order is waiting on it before shipping out. For items that will take longer than normal to send out, we will contact you.
I received the wrong item.
Contact us with your order reference and detail the issue. A team member will get back to you on how to proceed with getting a replacement.
My item was damaged in transit. What should I do?
Please contact us as soon as possible. Take pictures of the damage so we can forward it to UPS/Fedex to file a claim. Once your claim has been approved, we will ship out a replacement as soon as possible.
DISCOUNTS, COUPONS and SALES
You can find our current sales (if any) here. All sales, coupons and discounts are not meant to be combined unless otherwise stated. Our system will choose the greatest discount for you if you apply multiple codes, or apply a code during a sale. If you have any issues with a code or sale price, please contact us here.