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FAQ

General FAQ

1. What is your return & exchange policy?

If you’re looking to return or exchange your order for whatever reason, we're here to help! We offer free returns or exchanges within 30 days of receiving your order. You can return your product for store credit, a different product, or a refund to the original payment method.

Please see our Policies page here: https://www.deskhero.ca/pages/policies

 

Group Buys Specific FAQ

Shipping/Returns

  • What is your return policy?
    • As a rule, we don’t accept returns due to the nature of these products. If you have a problem with your order, please email us at support@deskhero.ca and we will do the best to help out. If there are extenuating circumstances, return authorization will be granted on a case-by-case basis.
  • Can you offer cheaper shipping?
    • No, the shipping prices that are shown are directly pulled from CanadaPost, USPS, DHL, and UPS, and are the actual price. These are the cheapest prices we are able to get.
  • What is your processing time?
    • Usually able to ship out within 2-3 business days. 
  • Will you mark down the value of my order for customs?
    • No. We will be as compliant to laws & regulations as much as possible. 
  • Where are you located?
    • I am located in Winnipeg, MB Island in Canada
  • Can I change my shipping address?
    • Yes you can. Please email us at support@deskhero.ca with your order number and new address. Please note that depending on where you are changing the address to, there may be additional shipping charges.

Miscellaneous 

  • Can you edit or change my order?
    • Sorry, but we aren't able to change or edit orders. We can cancel an order if it hasn't shipped yet. 
  • I sent you an email and havent heard back in a couple days.
    • We try to answer emails 1-2 business days. Please shoot me another email if you haven’t heard back after 2 business days. Sometimes I miss an email every now and then. I apologize for that!
  • I sent you a reddit/discord/instagram message, but I havent heard back? Whats going on?
    • While I try to respond to every reddit/discord/facebook message, I am not always able to reply. Always use email to get in touch with me. 

Group Buys

  • What is a group buy?
    • Group Buys are a method of sale similar to a pre-order. Payments are collected ahead of time in order to submit a bulk order to a manufacturer for production. Due to this, there is often an extended timeline from the order date to when the product is shipped out, with these timelines ranging from a couple weeks to several months. In all Group Buys posted here on the site I will include on the order page an estimated timeline for production and shipment.
  • You missed your estimated timeline. What's going on?
    • We provide weekly updates for all group buys, so that customers can stay informed and up to date on the progress. Many times unforeseen issues can occur, which can cause delays.
  • Can I get a refund for my Group Buy purchase? I changed my mind.
    • The nature of the GB process means that funds for refunds are not available after submission of the group payment to the manufacturer. Refunds may not be available after submission of your Group Buy order. Refunds will not be available after bulk order submission to the vendor. Refunds may be made available on a case-by-case basis at our discretion.