Frequently Asked Questions

Are you still shipping out orders despite the recent Canada Post labour disruption?

Yes! Fortunately, we already work with a network of carriers to deliver our online packages including UniUni, ICS, Fleet Optics, FedEx, Purolator, UPS, and USPS, and Trexity for our local next-business day delivery in the GTA! Since Canada Post resumed its operations Dec 17th, the minority of remote-destination parcels that were impacted should be resuming their journeys.

Are you open for in-store shopping?

Yes! All three of our shops (20 Kensington Ave, 972 Queen St West, 65 Front St W (inside Union Station)) are open for in-store shopping daily 11-7.

Do you offer curbside pick-up?

No, we do not offer curbside pick-up, as our online store inventory draws from our warehouse, not our retail stores. If you're not able to shop in-store, simply place your order online and have it shipped via one of our trusted carriers or delivered via Trexity next-business day if you’re in our GTA catchment area.

Where do you ship?

We ship throughout Canada and the continental USA (including Alaska, Hawaii, Puerto Rico).

Where does my order ship from?

We carefully pick, pack, and process all orders ourselves at our warehouse in Mississauga. Please note our warehouse will be closed to afford our staff a well-deserved break on Dec 24-26 and Jan 1, and we will not be packing orders on these days.

What delivery services do you use? 

We ship throughout Canada and the continental USA (including Hawaii, Alaska, Puerto Rico). We work with multiple trusted carriers to get your parcels delivered safely and efficiently. It will vary depending on the order and destination, but our carriers include UniUni, ICS, Fleet Optics, FedEx, Purolator, UPS, Canada Post, and USPS. Carrier tracking information is emailed once the shipping label has been generated. 

We also offer next-business delivery with Trexity for GTA customers within our catchment area (see below for more details). Trexity live-tracking information is provided by email and by text as soon as the driver picks up the order from our warehouse.

How much does shipping cost in Canada? 

We are pleased to offer flat-rate shipping within Canada based on the regions and weight categories listed in the tables below. Note that bulk/wholesale orders >10kg may be subject to calculated rates or extra charges. 

Our shipping charges include: handling, order processing, item selection, quality control, packaging, and transportation. Rates are cited in Canadian dollars, exclusive of any applicable taxes.

*In cases of very heavy (>10kg) or bulky orders, additional shipping charges may apply. 

How much does shipping cost in the USA? 

We ship throughout continental USA (including Hawaii, Alaska, Puerto Rico) primarily using Expedited Parcel services (which does not mean express, we know, it's confusing!). Shipping fees are based on the weight and volume of the products and destination. We are unable to guarantee exact delivery dates. We've got lots of orders in the queue each day, and a small but mighty team picking and packing them as safely as possible. Please note customs/duties may be applied at the point of receipt for US-bound orders over $800 USD pre-tax, and the customer assumes full responsibility for paying those fees. In most cases, US-destined packages cross the border within 2 days of pick-up, and arrive within 5-10 business days. In other cases, we've seen delays up to 3 weeks. This is beyond our control and we ask for your patience and understanding. 

When will my order arrive? 

Allow 2-5 business days for us to gather, inspect, pack, and generate the shipping label for your order, and then additional transit time to your destination once it's in the carriers hands. We've got lots of orders in the queue each day, and a small but mighty team picking and packing them as safely as possible. Then from there it is in the carrier’s capable hands for its journey, with tracking information provided by email as soon as we have labeled your package. Note: many of our carriers are "final mile" delivery companies, so tracking information is updated as the shipment is received in the destination city and travels to the delivery location. 

Search your inbox and spam folder for 'Cocktail Emporium' before reaching out about a missing or late notification. We cannot offer delivery date guarantees nor process order refunds on the basis of shipping delays. Below are typical delivery timelines for each region (exclusive of our internal processing time).

Do I have to provide a signature to receive my parcel?

No! We ship all of our packages without a signature required so that you do not have to be home for the package delivery. Please consult your tracking page to see if you can modify your delivery preferences (ex/ Canada Post options include "deliver to post office", "front door", "side door", "garage", "front desk or superintendent").

Do you offer next-business day delivery?

Yes! We do offer next-business day delivery via Trexity for local customers only. 

Orders are delivered the next business day. If you place your order on a Monday, it will be delivered Tuesday; if you place your order Tuesday it will be delivered Wednesday, etc. If you place your order on a Friday, Saturday, or Sunday, it will be delivered Monday.

To be eligible for this service your address must be within Trexity's delivery radius. The map below shows a rough outline of the delivery area. The best way to determine if you are in the zone is to enter your address at checkout. If you are within Trexity's delivery radius, then you will see the “Fast Local Delivery (by Trexity)” option in the delivery drop-down menu at checkout. Live tracking is provided directly by Trexity once the order is picked up from our warehouse. 

Do I have to be present to receive my Trexity order?

We recommend that customers only select the Trexity delivery option if someone will be at the delivery address to receive the package. After you place your order, you will receive an additional email directly from Trexity inviting you to review your address details to ensure they are accurate and to provide additional details or special instructions (highly recommended if you have a concierge/loading dock/mail room/buzzer code that the driver should know about).

Trexity will email and text you live tracking information the day of delivery. If there is nobody at the address to receive the package, then the driver will place your order at your doorstep (or leave with your building’s concierge or mailroom as applicable), and text you a photo confirmation of this contactless drop. Please note that Cocktail Emporium and Trexity are not liable for theft.

How do I make changes to my order? 

Please respond ASAP to your confirmation email with the requested change. We will refund you for any removed items, or send an invoice for any balance owing resulting from a swap or addition. If you do not notify us until afterthe package has been packed and shipped and/or if we do not acknowledge receipt of the request due to high volume of inquiries, you will be responsible for sending back the item in order to secure a refund and/or arranging for the substitutions.

How do I cancel an order?

Same deal as above: just respond ASAP to your confirmation email to request a cancellation. For shipped orders, you must notify us before the package is picked up by the carrier. If you notify us after it has already been labelled and is en route to the destination, then unfortunately we cannot intercept the parcel. You will have to wait to receive the parcel and then follow our instructions for returning goods (see below).

Do you offer bulk rates for bars / restaurants / other retailers?

We are happy to offer bulk rates with up to 50% savings compared to retail on our own Potion House line. You can now access these rates directly on the website in this Bulk Pricing collection. It includes bar tools, glassware, and cocktail garnishes (stock availability permitting). Simply purchase online, no account or email ordering necessary! Bulk rates are available exclusively online, not in our retail shops, as orders are processed directly from our warehouse. Bulk purchases are final sale.

I received my order and an item has a cosmetic flaw / is missing / is broken / is the wrong style. How do I fix this?

Oh dear! We're so sorry for the mix-up and want to work to resolve it ASAP! Please respond to your order confirmation or send an email to Fran (fran@cocktailemporium.com) with your order number and details of the issue. We'll sort it out, fear not! In cases where the item in question is still usable but has a minor cosmetic flaw, we will be happy to issue a partial refund. If the item was somehow damaged or broken in transit and therefore not usable, we will offer a full refund for the damaged good or a no-cost replacement, depending on the situation.

I received my online order and it's not what I was hoping for. Can I return it?

If you are unhappy with your purchase, please contact fran@cocktailemporium.com. She will take care of you from there! Please note that the following items are not eligible for refunds: gift cards, opened consumables, glassware that was broken outside our store premises or after safe receipt from an online order, sale items, bar carts, items purchased with a discount code, and bulk purchases (i.e., items from our Bulk Pricingcollection, corporate gift program).

If Fran determines that your item(s) are eligible for refund, you can either return the items in their original packaging to our Queen West or Kensington Market shops during business hours, or safely package and ship to:

Cocktail Emporium Warehouse

Unit 10, 5200 Dixie Road
Mississauga ON
L4W1E4

You will be responsible for paying for your own shipping costs for returning your item. US customers will also be responsible for completing a commercial invoice to clearly designate the package as a return; failure to do so may result in additional customs/duties that the customer will be responsible for. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Once we have received the items and deemed them to be in perfect sellable condition, we will email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please note the refund value will not include the shipping cost of your initial order. 

What is your return / exchange policy?

We do not issue refunds for in-store purchases. To be eligible for an exchange or store credit, your item(s) must be unused, in the same condition that you received it, in the original packaging, and be otherwise eligible (see below). You must have your original receipt or gift receipt, and you must initiate your return/exchange within 14 days of purchase. We do not issue price adjustments for items purchased prior to a limited promotion or sale.

Please note we have an exchange black-out period between Dec 9-25. Window for exchange or store credit of eligible Nov/Dec purchases is extended to Jan 15th 2025.

Several types of goods are final sale and will not be accepted for exchange, store credit, or return:

• Gift cards
• Opened consumables
• Vintage items
• Sale items
• Items purchased with any discount code (i.e., including newsletter, affiliate, industry codes)
• Bulk purchases (i.e., items from our Bulk Pricing collection, corporate gift program)
• Bar carts

Due to the delicate nature of glassware, we are unable to offer exchange/store credit on glassware that is broken outside our premises. We advise that customers exercise caution when handling and washing glassware, bearing in mind that thermal shock can cause cracks (ex/ running hot water over a recently used cold mixing glass). Here are other instances where we are unable to honour exchanges/store credits:

• Book with obvious signs of use
• Bar tools that show any signs of wear
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error (includes packaging)
• Any item that is returned more than 14 days after initial purchase

How long does it take for refunds to process? 

If you have been approved to modify or cancel your order and are awaiting a refund, please allow 5-7 business days for the refund to appear on your original method of payment.