Frequently Asked Questions (FAQ)
Orders & Shipping
How long does shipping take?
Orders are typically processed the same day or within 24 hours of being received. Delivery times vary by location.
- Ontario: Standard delivery usually takes 1–3 business days
-
Rest of Canada: Delivery timelines are shown during checkout
Expedited shipping options are available at checkout for faster delivery.
Do you offer free shipping?
Yes. We offer free standard shipping across Canada on all orders over $99 CAD (subtotal before tax and shipping).
For orders below this threshold, shipping rates are calculated at checkout based on weight, size, and destination.
How can I track my order?
Once your order ships, you’ll receive a shipping confirmation email with a Purolator tracking number and link, allowing you to monitor your shipment in real time.
You can also check your order status using the chatbot in the bottom-left corner of our website.
Why hasn’t my order shipped yet?
If your order hasn’t shipped, it may still be processing. Delays can occasionally occur due to:
- High order volumes
- Stock availability
- Payment verification
As soon as your order ships, you’ll receive a tracking email.
What if my order says “delivered” but I haven’t received it?
First, check around your property, mailbox, or with neighbours. Sometimes carriers mark packages as delivered slightly early.
If you’re still unable to locate your order:
- Contact the carrier with the tracking number that was provided
- Then reach out to us at supportninja@b2bdiscounters.ca for further assistance
How do I update my shipping address?
If your order has not yet shipped, contact us immediately at supportninja@b2bdiscounters.ca with your updated address and order number.
Once an order has been dispatched, shipping addresses cannot be changed.
Returns, Replacements & Issues
What is your return policy?
We aim for complete customer satisfaction. Most items may be returned within 14 days of delivery for a full refund, provided they are:
- Unused
- In their original condition and packaging
Non‑returnable items include:
- Food packaging products (if used/opened)
- Personal hygiene products
- Items marked as final sale
Can I exchange an item?
If you need a replacement, please contact us. In some cases, we may ship a replacement before receiving the original item. If the original item is not returned within the specified timeframe, you may be charged for the replacement.
How do I return an item?
To initiate a return, email supportninja@b2bdiscounters.ca with:
- Your order number
- Images of the product received
- The reason for return
Our team will guide you through the process.
What should I do if I receive a damaged or defective item?
Please contact us within 48 hours of delivery at supportninja@b2bdiscounters.ca.
Include:
- Your order number
- Clear photos of the damaged item and packaging
We’ll arrange a replacement or refund as quickly as possible.
Payments & Support
What payment methods do you accept?
We accept major credit cards and other secure payment options.
The full list of accepted payment methods is displayed during checkout.
How can I contact customer support?
Our support team is happy to help.
Email: supportninja@b2bdiscounters.ca
Phone: (877) 266‑1209
Support Hours: Monday to Friday, 9:00 AM – 5:00 PM
To help us assist you faster, please include your 4‑digit order number (e.g., #1234) in all communications.