General FAQ

SHIPPING

How long does it take for my order to arrive?
Our standard shipping method is Canada Post Ground(USPS Priority) which takes 4-10 business days to USA, but we also offer Canada Post Xpresspost(USPS Express) which takes 3-5 business days.

When is sameday shipping cut off time?
We ship Monday through Friday. All orders placed by 12:00 PM(EST), we can ship out same day. Orders placed after 12:00 PM(EST) will ship the next business day.

How long does it take to get delivered?
It usually takes 1-8 business days after shipped. Please note that we do not ship on the weekends and major holidays in Canada.

GTA 1-2 business days. Eastern Canada 2-6 business days. Western Canada 4-8 business days.

*Delivery dates are only estimates provided by the courier and may be affected by customs, weather, national holidays, and some geographic locations.

Can I change my shipping address?
We can only change the shipping information before dispatching at 12pm(EST). If order shipped, we can’t change the shipping information.

What shipping company does One Wholesale use?
We currently ship products by Canada Post. Alternate carrier is UPS when we can’t use Canada Post.

Do you ship to PO Box?
Yes. if Canada Post or USPS can deliver, we can ship to PO Box address.

Where can I track my package?
You can track the package at www.canadapost.ca

Do you offer a free shipping?

Wholesale Customer
Sorry, we don’t offer a free shipping for wholesale order. However, you will always get a 5% reward points it can be used for next order.

Retail Customer
We are not open to public.

How much does it cost for shipping?
You may can see your shipping fee table here.

International shipping?
At this time we only ship to Canada and United States, but contact us by email to get a quote of shipping fee to your destination country.



ORDER

Do you require minimum for wholesale order?
We understand your store does not need to spend money for unnecessary stocks. We don’t require minimum purchase so you can stock up according to your need.

I did not receive order confirmation email.
You should have received the confirmation email simultaneously placing the order. If you are not receiving the email, please check your junk(spam) folder.

Can I cancel my order?
You can cancel if order is not shipped yet. You need to contact us by email before daily dispatching time 12pm(ET) If order is shipped, it cannot be canceled.

I received damaged product in shipping. What should I do?
If any item in your order is damaged upon arrival DO NOT USE THE DAMAGED ITEM OR TRY TO FIX THEM. Please email us at onetradingldt@gmail.com including order and SKU  number with clear photos of product(close up and entire shot) within 24 hours of delivery. We will review for replacement.

Can I changing the item I ordered?
If your order is not been shipped and order status is processing, we can change or switching the order item by informing us before 12pm(EST).

I ordered and received wrong size product. Can I get exchanged?
If product is unused, you can return for exchange at your cost. Usually it will be cheaper to purchase new product due to shipping fee.

I received the wrong item
We sincerely apologize! We make every effort to personally check each parcel we ship out. If you received wrong product(s), please do not use and Contact Us immediately so we can resolve the issue.

What’s your return policy?
All online store sales are final. No refunds. Exchanges are allowed if the product is returned in the original package unused. Shipping and handling fees as well as return shipping charges are not refundable unless otherwise stated elsewhere in page.



PAYMENTS

Do you accept paypal and e-transfer?
Due to their policy, we can’t accept above methods. We only accept Visa and Master credit card.

Why my credit card transaction declined?
There is two address information needed for credit card payment. One is billing address the address connected to a credit card and another is shipping address the address your order will be shipped. Most of time declined transaction caused from wrong billing address. You need to enter the correct billing address to get Address Verification(AVS) passed.

What is Canada Post COD(Collect on Delivery)?
If you prefer to pay when you get delivered, you can choose COD as method of payment. You will pay at your local Canada Post office. COD is only available for wholesale customers.

Can I pay by credit card at the Canada Post for COD?
Yes, most of outlet will accept credit card however some location may apply conditions.

You can pay with:
Cash, up to $1,000
Debit
Credit card (conditions apply)
Bank draft or certified cheque payable to Canada Post (for COD amounts over $1,000 and up to $5,000)

My COD package returned?
If COD package returned due to refusal or no pick up by customer, you will not be able to use COD service with us any more. We can only process the order when payment made via bank transfer.

I want to do a bank transfer. What is your bank information?
If there is a TD bank location, you can do direct deposit to our account with no fee. You can also wire to following account. We will ship out the order once we received the payment confirmation.

TD TRUST CANADA
5650 Yonge St. North York, ON M2M4G3

ONE TRADING LTD
ACCT No : 019 705 231 017
SWIFT CODE : TDOMCATTTOR
TRANSIT NO : 19702
ROUTING NO : 026 009 593



PRODUCTS

I can’t add to shopping cart.
If product is out of stock, you can’t add to shopping cart. Please contact us for most updated availability.

I want to purchase out of stock product. When it will be back?
We usually restock the product as soon as possible however some product(s) may not be back in stock due to its shortage.

Are you selling same product(s) from the photo?
Yes, it is WYSWYG. However, due to its photo studio light and circumstance, color can be different than photos. Also most of glass products are hand blown, there is a minor variance on shape, color, pattern, and size.

Do you have a warranty for products?
All glass products does not come with the warranty because it is fragile.

Can I choose free gift you offer?
There is no option to choose a free gift now. We will add the feature soon for your convenience.

I broke my part, how to find correct size?
If you can’t find the right size for broken part, please feel free to contact us for help.

How often do you get a new products?
Our team always looking to get new products everyday and every week. We are updating the site and send you a newsletter to inform new arrivals. You can subscribe a newsletter here.

I’m looking for specific product(s). Can you get it for me?
Yes, please contact us by email with product(s) information so we can try to get from the market.



ACCOUNT

How to open a wholesale account?
Please create an account online then submit uf copy of master business license or tax document by email at onetradingltd@gmail.com.

I have created an online account but wholesale pricing not shown.
Account need an activation. Please send us necessary document to activate wholesale account.

I forgot my password.
If you forgotten your account login password, please click here to get temporarily password.

I have a question to ask Onewholesale.ca What is the best way to contact?
Please choose from one of following method. We will respond within 24 hours during business hours.

Email      onetradingltd@gmail.com (respond within 1 business day)
Phone     416 661 6664
Fax         416 661 6668