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(416) 398-6222 OR 1 (855) 578-7242 MON-FRI 9AM-5PM EST

Help & FAQ

FREQUENTLY ASKED QUESTIONS (FAQ)

Account

1. Do I need to create an account to make a purchase?

No, you can make purchases as a guest.

However, in order to get full access to our website, you need to open an account with us. All information provided to Straga Products is strictly confidential and is never shared with third parties. Your information is strictly used to process the online billing and shipping purposes.

By opening an account, you will have full control of your shopping experience with Straga Products. You will have the opportunity to review and make changes to your account information, and manage your address book, which could allow you to send your order to someone else, other then yourself. By signing in, you will be able to view the status of your current order, see your order history, manage the wish list as well as to get a newsletter subscription, if desired.

2. How do I create an account?

To create an account, click Register on the Home page, then fill in all the needed information and click on Create My Account to easily create a new account.

You will receive a confirmation email message asking you to confirm your profile creation.

3. What information will be collected when I register as a customer?

We will only collect the needed information to process your order. This may include your name, shipping & billing address, email address, and telephone number. Your information will be secure, and we will never share it with any third party without your permission. For more information about our privacy policy, please click here.

4. How do I change my password?

Simply go to My Profile and click on Change My Password. You’ll be asked to provide your new password twice before you can submit this new information.

5. What should I do if I forget my e-mail address?  

If you forget your e-mail address you will need to create a new account, or you can contact our Customer Service.

 6. What should I do if I forgot my password?

To retrieve your password, please click on the Log In on the Home Page, then under “forgot your password” simply put in your email address (the same one used to register). A temporary password will be sent to your email address.

7.  What is a wish list and how can I manage it?

Wish lists contain your favorite items that you wish to save to review later. Under My Wish lists in My Account, you can view/manage/share your wish list or add the items to your shopping cart.

 8.  Can I browse my purchase history?

Yes, go to the My Account page, simply click My Orders and you can view items purchased and items being delivered.

 9.  How do I subscribe or unsubscribe to newsletters?

You can simply subscribe to newsletters by entering your email address at the bottom of the Site.

To unsubscribe to the newsletters, you can use the “unsubscribe” option in any marketing email or under “Newsletter Subscription” in “My Account.”

10. How can I permanently close my account?

If you wish to close one or several accounts, you must directly contact our Customer Service.

 

Order

 

11. What are the applicable sales taxes?

For customers within Canada, please click here to see the applicable sales taxes for different provinces; for customers outside Canada, there will be no Canadian taxes applicable. However, customers may be responsible for local taxes and customs charges.

12.  How can I pay for my online purchases?

We accept major credit cards including Visa and MasterCard. We also accept payment through PayPal, which prevents us from having to store any of your payment information, increasing the security of your transaction. You do not need to have a Paypal account to purchase.

Unfortunately, we do not accept cash, checks, money orders, or Country Road and Trenery Gift Cards. 

13.  How to place an order?

To place an order, you must place the item in your shopping cart by clicking on Add to Cart. Then click on Check Out and follow the instructions.

14.  What exactly happens after ordering?

After ordering, you will promptly see an order confirmation page notifying you that your order has been successful. After the order has been processed in our database, the package will leave our warehouse and be shipped to you. We will then send you an email with your tracking number for your convenience.

15.  Can I have the receipt?

You will be provided an electronic receipt for your reference with purchase. We DO NOT include receipts in the packages, as a lot of our products are ordered as gifts.

16. Do you gift wrap orders that are gifts?

Yes! If you choose gift wrap as an optional add on when placing an order.

 

Delivery

 

17.  What delivery fees should I expect?

The delivery fees will be based on the destination of shipments and the dimensions of the product(s). We do not make any profit on the shipping.

Shipping rates can be found at: Canada Post or USPS.

18. What should I expect as far as transit time?

Our processing time is 5-7 business days subject to the current volume, and delivery time is subject to the courier and the service that you selected at the time of checkout. For more information, please click here.

 19Where is my ordered item?

If you have already placed an order and received an email from us stating that the item has been shipped, please go to the corresponding courier website with the tracking number included in the email. You can view your package status online by entering the tracking number.

20.  Can I cancel a purchase?

Unfortunately, once confirmed you cannot cancel your order. Our products are often ready for shipping within 48 hours after the order is placed, this means production starts even sooner leaving no opportunity for cancellations. Please review your personalization and order details before submitting your order. Be sure to check spelling, dates and names carefully.

 

Post Purchase

 

21.   What if my received item is broken or defective?

All items are inspected before shipping; however, in the event you receive a damaged or defective product please contact our customer service team by phone at 1-855-578-7242 or email clientcare@stragaproducts.com within 5 days of receipt of merchandise. You must notify us as soon as possible. The time to file a claim with the shipping company is only 5 business days after you receive your shipment. After you’ve contacted us, we will file a claim with the shipping company. Once the claim is approved, we will make and ship you a new product at no cost to you.

For more information about our return policy, please click here.

 

Didn’t find what you are looking for? Or do you have feedback about your experience with a purchase? Please contact us.