Online Orders, Shipping & Returns

Curbside and In-Store Pickup available at our location.

 

**At this time we are not offering any shipping services**

If you live in Brandon, MB Canada - delivery may be able to be arranged, please contact us for further information!

 


Shipping FAQ

How Long does shipping take? 

Canada Post currently estimates 5-14 days for standard shipping.  For online and store pickup orders, we estimate processing time of 1-2 business days for in-stock items.  Express shipping estimates are on 3-8 days plus processing time. 

How much does shipping cost?

Standard shipping is calculated at the time of checkout, within Canada (before taxes, and excludes gift cards).  On orders for curbside store pickup is always free. 

Where are items shipping from?

Your items are shipped from Brandon, Manitoba from in-stock items.  Order items that are custom/replacement/warranties may ship direct from supplier at the time of order. 

Where is my order and how to track it?

Once an order is place, it may take 1-2 days to process and hand-off to a shipping partner.  When we hand-off an order, we send a shipping confirmation email with a tracking number.  Due to delays at Canada Post, tracking numbers may show no movement for up to 15 days.  (Tracking begins when Canada Post scans an item, this can be days after we hand it off).  Find your tracking number under your order history, in your Livingstone account.  If your tracking number has not updated for 15 days or more, contact our Store helpdesk. 

For store curbside orders, you may not receive a tracking number in your shipping confirmation email.  It means your order is on its way, and we will send an email as soon as it is ready for you to pickup. 

Payment or stock issues can also cause delays.  We will email you within a one to two business days after you place an order if we discover an issue we cannot resolve.

Why has my order not shipped?

If your have not received a shipping confirmation email after several days, check your order history for a tracking number.  Contact us if you do not see one.

Will my order be delivered when I am not home?

We use Canada Post to deliver our orders.  If you are not home, the mail carrier may leave you a notice card to pick it up at the nearest post office, or they may leave your parcel in a sheltered spot that can not be seen by people passing by.  Canada Post called this a Safe Drop. 

My order says "delivered" but I do not have it.  Where is it?

Does it show as delivered today?  It might have been scanned as "delivered" as it was put on the delivery truck.  It is on its way.  If you do not see if by the end of the day, check your mailbox.  If the mail carrier could not contact you, you will find a note instructing you to pick up your parcel at the nearest post office. 

If it has been two business days, call the post office to see if your package is there.  If it can not be located, call us and we will take care of filing a lost parcel claim with Canada Post.  Contact us within two weeks from the "delivered" date so we can investigate the issues.  If more than two weeks have passed, tracing becomes less reliable and the request may be declined. 

Order tracking says  "delivery notice card left" but I do not have one.  Where is my parcel?

Call your nearest post office to see if your parcel is there.  The Canada Post driver may be in the process of dropping off your parcel and returning the following business day to put the card in your mailbox.  If it has been two business days since it should have been delivered, contact our store. 

 

Order FAQ

Why was my order cancelled?

You might see a cancelled order in your order history if we changed shipping instructions or carriers.  You will receive an updated email with a updated tracking number. 

Your order may also be cancelled if your payment is declined, the billing address does not match the one on file with your credit card company, or other authorization issues.  Check your email for a follow-up message from us.

How can I cancel an order?

If your order is still processing, we may be able to cancel it.  Call us to find out.  If it has been shipped or is complete, it is too late to cancel, but you can easily return it to our store.

Can someone else pick up my order?

Yes.  Include the name of the designated "pickup person" when you place your order.  They will need to bring current photo ID, so we know we are handing over your order to the right person.  Note: we need a full name (Cab drivers, Uber drivers or Couriers cannot pickup orders).

Contact us if you want to change the pickup person after an order has been placed.

Why can I not order this online?

Shipping restrictions apply to some products; fuel(s), oils, lubricants are considered dangerous goods and can only be shipped by ground.  Oversized items like bricks, mowers and live goods require special care when shipped.  If we have very low stock on an item, we may want to double-check that we have it before allowing orders.  Contact our store customer service to find out about restrictions and possible extra costs. 

 

Online & Store Orders for Return

If you would like to return an item purchased online, please check with the store to verify that your item is eligible for return prior to bringing or sending back.  Return postage is the responsibility of the buyer.  All goods that meet return policy eligibility should be returned to the physical store location at 1610 Byng Ave, Brandon, Manitoba.  Please see the customer service desk for all returns. 

Returns are not accepted after 14 days past purchase date, store credit may apply. Please contact us for more information.

We do not accept returns for the following items:

    • Live goods
    • Sale items
    • Special order items * (some exceptions see below for details)
    • Next to skin items 
    • Items that have an odor, or animal hair
    • Products that have been modified from their original sale condition

*25% re-stocking fee for any product that was ordered in for a customer. 

Returning Bricks: 

  • Must be within 30 days of purchase.
  • Must be uncut, unmarked, not discoloured, in new condition and not broken. 
  • Special order products are any bricks that were ordered in and not part of our store stock.  25% restocking fee is applicable if they do not meet this criteria.
  • ONLY full layers, or full items are accepted for return (i.e.: mega-libre (full layers), diamond face slabs (each), Etc. - See store for details. 

 

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