Pick Up Your Order
IN STORE PICK UP
When placing an order online, we offer two options on the check out page:
- ship through Canada Post
- pick up at our store
If you select Local Pickup, it is your responsibility to pick up your order. Once you have completed the check out process online, we cannot change the order delivery method from pickup to shipping, so please be sure to select the correct option.
HOW OUR PICKUP PROGRAM WORKS
You will be notified by email when your order is ready for pick up. Please do not come to our store before you receive this email notification. We want to make sure we have it ready for you when you arrive.
You will receive your email notification within 1-3 days (this just depends on when your order was placed: orders placed on days we are closed will be packed the following Wednesday or Thursday; orders placed on days we are open may be ready for pick up the same day, however we cannot guarantee this).
When you receive notification that your order is ready for pick up, come to our store during our core hours:
IN-STORE PICKUP INSTRUCTIONS:
When you are picking up your order at Purple Urchin (755 Bank Street, Ottawa, ON), let a sales associate know you are picking up an online order. Provide the sales associate with your order number (via email with your phone or printed copy of your online order receipt). Alternatively, if you do not have your online order number, you can provide the sales associate with your photo ID. Once the employee has your information, they will retrieve your order for you.
Before you leave, check your package to ensure you have all of the items you ordered. Any customers who identify they are missing items after leaving the store will not be issued a refund, exchange, or a replacement item. It is your responsibility to double check your order.
FREQUENTLY ASKED QUESTIONS (FAQ)
What if I accidentally selected Local Pickup, but don’t live close enough to the pickup location and want my order delivered instead?
As a small business, we are only able to offer free shipping on orders over $100. If your order is over $100 and you selected the wrong delivery option at checkout (i.e. selected Local Pickup, but wanted your order delivered), please email us at firstname.lastname@example.org with your name and order number. If your order is under $100, you do not qualify for our free shipping option. Email us with your name and order number. Our team will edit your order, adding the standard shipping fee to your order and we’ll email you an invoice to pay the shipping fee associated with your order.
I accidentally clicked Shipping but wanted Local Pickup, can I change this?
Purple Urchin will not edit orders that have selected shipping and alter the shipping option to Local Pickup. We use a third part mail carrier (Canada Post) which automatically formulates shipping labels with any orders that select shipping. If we change or edit an order, we as a small business are unable to void the shipping label and end up losing money. Although the shipping label is paid by the customer, when we refund the shipping cost to the customer we are out the money for the paid shipping label. Purple Urchin will not be making any exceptions to this.
Can I add an item to my order or change my order when I pick it up?
Our team prepares all of the orders for pickup ahead of time. Unfortunately, as a small team we cannot make adjustments to orders. To continue with best practices around social distancing, we are unable to do in-person transactions. Purple Urchin will not be allowing customers to edit or alter their order.
What if I am missing an item in my order?
If you notice an item missing in your order, you must notify us before leaving the front of the store. If you identify an item is missing from your order after the fact, Purple Urchin is unable to refund or compensate for the identified missing item. Please double check that all of your items are in the bag BEFORE leaving our store front.
How is Purple Urchin ensuring customer safety during COVID19 with their Local Pickup program?
Our customers', community’s and team’s safety is our top priority. Purple Urchin sanitizes all surfaces and high contact areas to protect our customers and team. Additionally, our store retains a limit of three individuals in the store at a time. Our team continuously washes their hands for over 20 seconds, in between orders to do our part.