FAQ
If you have any questions regarding us, your order, our products etc. please, check our FAQ below. Still in doubt? You can always contact us directly via e-mail or phone.
E-mail: hello@bongusta.ca
ORDER
How do I place an order?
Simply add your items to the cart, proceed to checkout, and follow the steps to complete your purchase.
Can I change or cancel my order?
If your order hasn’t been processed yet, we may be able to modify or cancel it. Please contact us as soon as possible.
📩 hello@bongusta.ca
I entered the wrong address. What should I do?
Contact us immediately. Once the order has shipped, we cannot change the delivery address.
📩 hello@bongusta.ca
How do I find the correct size?
You can find our size guide on each product page. If you need more help, feel free to contact us.
Do I need to pay customs and import fees when purchasing?
For orders shipped within Canada, there are no additional customs or import fees. All applicable taxes are already included at checkout.
For international orders, customs duties or import taxes (if applicable) are the responsibility of the customer and may be charged by your local customs office upon delivery.
📩 If you have any questions, contact us at hello@bongusta.ca
Shipping & Delivery
How can I track my order?
Once your order ships, you’ll receive a tracking number by email.
My order never arrived.
If tracking shows “delivered” but you didn’t receive it, check with your local carrier or neighbors. Then contact us for assistance.
📩 hello@bongusta.ca
Do you ship internationally?
Yes, we ship to most countries worldwide. Shipping costs and delivery times vary by location.
Returns & Refunds
How do I request a return or refund?
Contact our support team with your order number and reason for the return.
📩 hello@bongusta.ca
When will I receive my refund?
Refunds are processed within 5–10 business days after we receive the returned item.
Can I exchange an item from my order?
We do not offer exchanges. If you want a different item, please return your order and place a new one.
Order Issues / Claims
What if my item is faulty or damaged?
If your item is faulty or damaged, contact our customer service team with photos of the issue. We will help you as quickly as possible.
📩 hello@bongusta.ca
I received the wrong item.
Send us your order number and a photo of the item received.
📩 hello@bongusta.ca
What if my package is lost?
If the package is confirmed lost, we will offer a replacement or refund.
📩 hello@bongusta.ca
Other
Can I get a commercial invoice sent for my order?
We do not provide commercial invoices. Your order confirmation email serves as your receipt.
How do I use my gift card?
During checkout, you will see a space to enter your gift card number. Once entered, the amount will be deducted from your total.
What happens with my gift card if I return my order?
If you return an order paid with a gift card, the refund will be added back to the same gift card, which you can use again.
Can i buy your products in a physical store?
Yes, you can find our products at selected retailers.
Still in doubt?
If your question is not answered here, feel free to contact us at hello@bongusta.ca