PLACING AN ORDER
How can I place my order?
Simply put any item(s) you wish to purchase in your shopping cart with “ADD TO CART” bottom and choose the "Checkout" option on the cart page.
Can I ship to a different address other than my billing?
Yes. When placing an order you can choose a different shipping address as your billing address on the shopping cart pages before checking out.
How do I know my order was placed?
You will be redirected to an order confirmation page and an order confirmation email will be sent to the email address submitted with the order. We do ask that you please check your junk folder, as it is possible the email may end up there.
Why didn’t I receive a confirmation email?
A few reasons this may have happened:
- You may have typed your email address incorrectly.
- You have a spam blocker that is prohibiting confirmation emails from being received.
- Your order has not completed processing. Please allow 24 hours to process your order.
Or you can email us to inquire about your order if you are in doubt.
How do I change or cancel my order after I got the confirmation email?
Email us to change or cancel the order. Please note that your order cannot be changed or cancelled once it goes for processing.
PAYMENT OPTIONS
What forms of payment do you accept?
Lots! We have payment options to suit all online shoppers.
You can pay by debit or credit card – we accept Visa, MasterCard, Discover, AMEX.
We also accept Interac e-Transfer with DirectPay.
I want to use a credit card but you ask for a CVV2 or CVM code, what is that?
The Card Verification Code (CVV2) is usually a 3 or 4 digit number, which is not part of the credit card number. The code is typically printed on the back of a credit card (usually in the signature field).
Nothing happened after I clicked the “PAY NOW” buttom.
This is likely because your card has been declined for one of many reasons. You can try a new card or talk to your bank to find a solution.
Why didn’t I receive a confirmation email?
A few reasons this may have happened:
- You may have typed your email address incorrectly.
- You have a spam blocker that is prohibiting confirmation emails from being received.
- Your order has not completed processing. Please allow 24 hours to process your order.
Or you can email us to inquire about your order if you are in doubt.
Why can’t I place my order?
Please check and make sure that the billing information you are entering matches the billing information on file with your bank/credit card company. The billing name provided needs to match the name printed on your card.
COUPON & STORE CREDIT
Where can I find a coupon code?
Our valid discount codes are usually found in our promotional emails (sign-up form is at the bottom of our site), the promotional banner of our website, and on our social media fan pages.
How do I use a coupon code?
On the “CART” page, there is a space to enter your coupon code under your cart item(s).
Can I use multiple discount codes on a single order?
Discount codes don't stack. Only one discount at a time can apply to a single order.
My coupon code doesn’t work.
Not seeing the price reduction after clicking ‘Apply’? Here are some of the most common reasons why your coupon might not be working:
- You haven't entered the code exactly as it was advertised - Try copying and pasting it and don't leave any extra characters or spaces.
- The code is expired - All codes' life eventually comes to an end, make sure you use it before that happens.
- When using a coupon or promotion code only one can be applied to your order at a time.
If you are still experiencing problems after checking all the boxes above, please email us.
How can I get the store credit?
Create your account now to get rewards! Whenever you spend $2, there will be 0.1 credit ($0.1) deposited to your account.
How do I redeem my store credit?
To use the credit, simple copy the gift code and use it at checkout in your next purchase!
Will my store credit ever expire or lose value?
Thes store credit expire 12 months after you get them added to your account.
Can the store credit be used more than once?
Yes, provided there is still a balance remaining on the credit.
Can I transfer my credit to a friend?
Sorry. The Store Credit cannot be transferred to different accounts.
Can I use my store credit in conjunction with a discount code？
Yes, store credit are a form of payment.
SHIPPING
Can I ship to a P.O. Box?
Yes, via Canada Post.
Please note:oversized items (such as Liberator Chaise) and dangerous goods (such as batteries) require a civic address and cannot be shipped to P.O. boxes.
Can I ship to the nearest post office?
Yes, you can ship to the nearest post office. Simply leave a note on your order during the checkout process.
When your order arrives at your selected location, you will receive a notification card or an email notifying you that your order is ready for pickup.
When you pick up your order, please make sure to bring your photo ID matching the name you provided on the Thorn & Feather shipping page.
Please note:oversized items (such as Liberator Chaise) and dangerous goods (such as batteries) cannot be shipped to the post office.
Do you offer international shipping?
We ship to Canada and U.S.
Do you offer discreet shipping for my order?
Of course! Your order arrives in discreet packaging. We pack your order in nondescript envelopes and boxes, just like your everyday mail or packages. The only identifying marks are your mailing address and ours. The sender's name is TF or ALBATROSS TRADING LTD which is our parent company.
What is the shipping cost of my order?
Thorn & Feather offers free shipping on orders over $69 wthin Canada. For orders under $69, shipping costs will be calculated at the checkout based on your location.
What is the tax rates and policies?
Taxes will be automatically added to your order's total and indicated separately for your information. Tax rates will be applied based on your province or state.
For US orders, any import duties or additional taxes are not included in the final price. Duties and taxes are subject to being collected at the time of delivery by your carrier.
Will I be notified when my order is shipped?
Once your order has shipped, a tracking confirmation will be sent to the email address submitted with the order. This email will contain your tracking number which we advise be used to track your package and ensure proper delivery.
When will I receive my order?
Your order will be processed and shipped within 2 business days (excluding weekends and holidays).Afterwards, it depends on your location and shipping method. You can track every step your package makes to your door by your tracking number.
For large items such as sex machines and furniture, the processing and shipping time can take a bit longer than standard items due to their size and handling requirements.
What if I’m not home when my package arrives?
If you are out when your package is delivered, your mail person or courier will leave a card telling you where you to pick up your discreetly packaged order or scheduling another attempt date.
My order has shipped, but I still can't track it.
Tracking information may not be available for the first 24 to 48 hours after you receive your shipping confirmation email.
Why was my order “returned to sender”?
If the shipping address provided on your order is insufficient or incorrect, orders may be returned to our warehouse after an attempt to deliver has been made. If this happens, we can either re-ship your order with an additional $9.90 shipping charge required or refund your order. Shipping cost is non-refundable and a $10.00 restocking fee will be deducted from the refund amount.
Why are items missing from my order?
Not all of the items you order will fit in the same box. In a case like this some items may need to be shipped separately from our different warehouses and may be delivered on a different date. We also have some items that are shipped directly from our vendor like the Liberator Esse. The item missing may also currently be out of stock and will be notated with an email.
RETURNS & REFUNDS
What is your return policy?
Please refer to our Return Policy page.
What happens when one of the items I ordered is out of stock?
In the event of an out-of-stock item, you will be contacted by email and offered the option to change your order.
When should I see my refund?
Refunds are usually applied within 3 business days (excluding weekends and holidays).
Contact us
Email: orders@thornandfeather.ca
Phone: +1-(548)490-1587