FAQs + CUSTOMER SERVICE

ORDER TRACKING

Log in to access your order history, manage your addresses and reference orders with their tracking information.

Checked out as a guest? Refer to your order confirmation which includes a link to your order status page.

GENERAL INFORMATION

LOCATION, HOURS, GENERAL INFORMATION AND WAYS TO REACH US.

WHO ARE YOU?

I'm a one-woman show brand + boutique based in Ottawa, Ontario, Canada. Our graphic tees have been designed, printed and pressed in house since 2017.

I own and operate a small shop in the market at 31 York Street in downtown Ottawa. I love supporting other women-led, local and Canadian businesses and make every effort to carry a wide range of high-quality goods from apparel, candles, drinkware, accessories, jewelry, hair accessories, paper products & more. You can see all the brands we carry here.

WHERE ARE YOU LOCATED?

Our address is 31 York Street. We are located in the Byward Market in downtown Ottawa near the tourist OTTAWA sign.

We are a hop, skip and a jump from the Rideau Centre, the canal, the fabulous National Arts Centre and many other wonderful restaurants and attractions.

HOW CAN I REACH YOU?

You can reach our store by phone during open hours at 613-421-4500 or by email at hello@bbxcollection.com

SHOP ONLINE + PICK UP SAME DAY!

We're thrilled to share you can now shop online + pick up same day if you're in a hurry!

Select items can be purchased and picked up within a few hours.

Ensure you select local pickup at checkout and after receiving your order confirmation, wait for your pickup email before coming into the store.

Approximate turnaround is one (1) hour due to volume, but we strive to have your order within 20 minutes.

SHOPPING WITH US

DETAILS ON PLACING AN ORDER, THE USE OF DISCOUNT CODES, ACCESSING OUR SIZE GUIDE AND MORE...

ORDER PROCESSING TIMES

Please allow 3-8 days processing time for your order. This is separate from shpping times. It is usually much quicker than this. Apparel is often printed & pressed to order (with select stock of bestsellers always available) and I work to get out as quickly as possible.

Once you receive your shipping notification, please allow up to 24-72 hours (or the next business day if you ordered is processed on a weekend) to allow tracking and relevant information to become current. Our shipping carriers pick up from us daily.

We are always updating our stock/online listings to ensure we can fulfill your order immediately. At times there may be issues with stock limitations and we'll be sure to contact you as soon as possible to offer solutions.

CAN I CANCEL MY ORDER?

Once an order is placed, it's immediately our queue to be processed and we are unable to cancel or make changes to your order. Please ensure you're 100% ready to hit submit on your order when you place it. As a small business this also offers us safeguards against fraudulent activity.

Should the item(s) not work out, please refer to our return/exchange policy for your options. As a reminder, return shipping is the responsibility of the customer.

IS MY SALE ORDER FINAL?

All accessories, jewelry, gift cards, intimates and sale items are FINAL SALE.

NO EXCHANGE OR STORE CREDIT WILL BE GIVEN. NO EXCEPTIONS. Promo codes cannot be applied to orders placed in the past.

HELP WITH SIZING

Our size guide is linked in every product listing but can also be found here.

PROMOTIONAL CODES + DISCOUNTS

Currently the Shopify platform does not allow stacking of discount codes — unfortunately we cannot change this.

All promotional codes and discounts MUST be applied at the time of checkout.

We will no longer be retroactively applying codes and/or refunding the difference due to human error.

No exceptions.

I'M SHOPPING FOR A GIFT. CAN YOU WRAP IT?

We will happily package your order in gift wrap (no boxes) and include a personalized card, please leave your note at checkout and we will enclose a card with your message.

If your item is a gift - please indicate whether or not we should include the packing slip (includes item details, price, billing address & shipping address.)

During the holiday season, with increased volume, there is a premium fee for gift wrapping which is available for purchase at checkout.

CUSTOM APPAREL

If you're interested in having us print custom apparel for your event, please send us the scope of the work with as much detail as possible using the contact form below.

GIFT CARDS

Gift cards can be purchased HERE. They can be used online and in store. Gift cards never expire. Since gift cards are a form of payment, they CAN be used in conjunction with a discount code at checkout.

Send someone a BBxCollection gift e-card today!

RETURNS + EXCHANGES

FOR INFORMATION OR TO START A RETURN REQUEST, VISIT OUR RETURN/EXCHANGE POLICY.

REFUND POLICY

At this time, we do not offer refunds. We offer store credit for any returns in the form of a gift card — which never expires.

If we process your return in store, other items can be selected immediately and exchanged for the balance of the return. Otherwise, store credit will be sent to the email associated with the order/on file.

STORE CREDIT

When an exchange/return is processed, the store credit is issued in the form of a gift card which can be used online or in store.

The gift card containing the unique code is sent via email to the address on file (or as requested) and unfortunately cannot be accessed on your account.

Gift cards should be treated like cash. Print your gift card out and keep it in a safe place, store the email in a folder where it won't be deleted for easy access or add it to your Apple Wallet if applicable.

Gift cards NEVER expire.

RETURNS PORTAL

RETURNS PORTAL: https://bbxco.returnscenter.com/

You must provide your order number and your email address. Once your return has been approved/received/dropped off in store, you can expect your store credit to be processed and sent to you electronically within 1-3 business days.

Detailed information is available on our returns/exchanges page.

LOCAL PICK UP / SHIPPING

INFORMATION ON SHIPPING, TRANSIT TIMES, DELIVERY, LOCAL PICK UP, LOST PACKAGES AND MORE...

SHIPPING POLICY

Once you've placed your order, you will receive an email confirmation letting you know that our team has received your order with your order number for your reference.

Once your order is fulfilled, you will receive a separate email notification (and optional SMS if you've opted in) with your tracking information.

Please allow 24-72 hours for the tracking information to update. Often times, there is a delay from when the shipping label is generated to when the parcel actually hits the mail stream with our shipping logistics partners.

You will also receive a separate email notification when your order is delivered.

Shipping fees are non-refundable in the case of returns.

FLAT RATE SHIPPING

We offer free shipping over $100.

We offer flat rate shipping (Expedited Parcel) for $10. This is the same service as Canada Post's Expedited Parcel — just a few dollars less on average. You can see the price difference using our shipping estimate on the cart page.

Due to the rising costs of shipping and logistics, we no longer use Fedex or UPS.

TRANSIT TIMES

Transit times are on average 2-4 days within the province, 2-8 days within Canada and can take up to 20 days to the United States.

Outside factors beyond our control may impact transit times and we appreciate your patience.

Once the parcel hits the mail stream and our shipping logistics partner has picked it up, we do not have any further information beyond what the tracking states.

DO YOU SHIP OVERSEAS?

At this time, due to rising shipping costs and ongoing delays, we only ship within Canada and to the U.S.A.

ISSUE WITH SHIPMENT / LOST PARCEL

We monitor all shipment and track status updates as best we can. We ship hundreds of orders weekly and unfortunately, if there is an issue with your shipment (delayed, marked as delivered but you didn't receive it, believe your package to be lost), the responsibility is on you as the consumer to notify us as soon as possible, just like you would with any other company.

We will open the appropriate ticket with the shipping logistics provider (as the sender of the package) and do our best to rectify the situation however we can. In many cases, investigating or receiving a response from shipping carriers can take up to 30 days.

STOLEN PACKAGES

BBxCollection is NOT responsible for stolen packages. If you have issues with mail, we can add a 'Requires Signature' feature so if you are not home at the time of delivery, a slip is left for pickup instead of leaving the parcel on your doorstep.

Theft of mail is an indictable offence under Section 356 of the Criminal Code, carrying a maximum penalty of 10 years in jail.

Canada Post has information on preventing mail theft here. If you suspect that mail has been stolen from your mailbox — it is recommended you notify the police and report it to Canada Post's customer service department.

PAYMENT + SECURITY

OUR MISSION IS TO PROVIDE YOU A SAFE, SECURE SHOPPING ATMOSPHERE.

WEBSITE SECURITY

To help make your shopping experience safe, simple, and secure, we use Secure Socket Layer (SSL) technology. This encrypts the data you send over the internet. If SSL is enabled, you will see a padlock at the top of your browser and you can click on this to get information about the SSL digital certificate registration.

You'll also notice that the location (URL) field at the top of the browser will begin with 'https:' instead of the normal 'http:'.

HOW SECURE IS YOUR PAYMENT SYSTEM?

All transactions submitted to BBxCollection are encrypted with 128 SSL software which encrypts information you input to protect it from interception by outside parties.

We are committed to maintaining the highest levels of security and protection against fraud.

We stay up-to-date with the latest in security technologies to ensure that your credit card information, contact information and shipping/billing information are confidential and safe and process all transactions through Shopify.

DO YOU ACCEPT PHONE-IN ORDERS?

For security purposes and credit card verification, we are unable to accept orders by phone.

PAYMENT METHODS

We accept all credit cards through the Shopify platform, as well as Shop Pay and afterpay. In store, we accept all major credit cards, debit cards, cash as well as Apple Pay and Google Pay.

We no longer accept Paypal.

USING AFTERPAY

To learn more about afterpay and splitting your purchase in four (4) equal payments, click here.

DO YOU DROP / BLIND SHIP?

We do not drop ship or blind ship.

All tees and apparel are designed, printed and pressed by us and ship from Ottawa, Ontario, Canada.

COOKIE POLICY

We use cookies to personalise content and ads, to provide social media features and to analyse our traffic.

We also share information about your use of our site with our social media, advertising and analytics partners who may combine it with other information that you’ve provided to them or that they’ve collected from your use of their services. You consent to our cookies if you continue to use our website.

To read the complete cookie policy, click here.

SUSTAINABILITY

SOCIAL RESPONSIBILITY

As a small business, we are wholeheartedly invested in our duty to act in the best interests of our environment and society as a whole. In an effort to be as transparent as possible, retail and our particular business of printing and pressing apparel creates a significant amount of waste.

Where possible, we practice the most efficient, cost-reducing, energy-saving and socially-conscious ways of creating, producing and packaging our goods in a way that is less harmful to society and our environment. We are committed to improving and creating efficiencies as we continue to grow.

DO YOU SHIP IN PLASTIC BAGS?

No. We don't use clear poly bags often found in the retail industry. Your order will be pressed and folded and shipped in our compostable mailers by Better Packaging Co. or in one of our recycled cardboard boxes.

In our efforts to making shipping more sustainable and waste-free, we are making plans to eliminate the plastic piece that affixes the hangtag to the garment in 2023.

NO FRILLS PACKAGING

We know that some customers may not want the extras. If that's the case, let us know at checkout and we'll gladly skip them with your order. No hard feelings as this helps us get one step closer to our sustainability goals!

RETAILERS / COMMUNITY

WANT TO SELL OUR APPAREL? WANT TO BECOME AN AFFILIATE AND EARN MONEY? READ ON...

#BABESINBBXCO / SOCIAL SHARING

We love our community and seeing your tags! At times, we like to feature our customers on our social media channels. Please see our Social Sharing Terms & Conditions to ensure you're aware of how we access and share user-generated content.

BECOMING AN AFFILIATE

If you're interested in becoming an affiliate, click here.

WHOLESALE

To become a retail partner and start a wholesale order, visit our wholesale platform.

LEGAL MUMBO JUMBO AND INCREDIBLY BORING INFORMATION THAT YOU PROBABLY DON'T CARE ABOUT.

INACCURACY DISCLAIMER

From time to time, there may be information on bbxcollection.com that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, and availability. We reserve the right to correct any errors, inaccuracies, omissions and to change or update information at any time without prior notice (including after you have submitted your order).

CHANGES TO TERMS OF SERVICE

You can review the most current version of the Terms of Service at any time at this page. We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

ARE THE COLORS CORRECT?

BBxCollection makes every effort to display, as accurately as possible, the colors of our products online.

However, since the actual color you see will depend on your monitor, we cannot guarantee that your monitor's display of any color will be accurate.

CUSTOMER SERVICE

Customer service emails are answered during business hours Tuesday through Saturday. Response times can take up to 3 business days. If you have a legitimate business request or inquiry, please email us directly using the email address noted above.

Do not use this form to send unsolicited (spam) emails regarding marketing, advertising, overseas manufacturing etc. We receive a high volume of these types of messages and you will not receive a reply.