Curbside Pickup

Customer feedback means everything to us here at Purple Urchin. After receiving numerous requests from our customers to roll out Curbside Pickup, our team has decided to give it a shot! Now that we’ve finally got the hang of things during these uncertain times, we as a three (3) woman owned and operated business are feeling confident that we can offer Curbside Pickup as a service to our customers. Starting Thursday, April 23, 2020 we will offer Curbside Pickup as an option for our customers, online at checkout. 

WHAT IS CURBSIDE PICKUP?

Curbside Pickup is an option Purple Urchin will offer to customers online at checkout. When a customer selects Curbside Pickup as the option at checkout, you as the customer are responsible for picking up your order from Purple Urchin (at our shop, located at 755 Bank Street, Ottawa, ON.) on the specified date. 

HERE IS HOW OUR CURBSIDE PICKUP PROGRAM WORKS

CURBSIDE PICKUP SCHEDULE

Orders placed between Sunday at 12:00 AM and Wednesday at 11:59 PM will be available for pick up on Friday. 

Orders placed between Thursday at 12:00 AM and Saturday at 11:59 PM will be available for pick up on Monday.  

All orders placed with our curbside pickup option are required to pick up their order on the date identified above. If you cannot pick up your order on the designated pickup date (Mondays or Fridays between 10:00 AM and 5:00 PM, please email us at hello@purpleurchinsoap.com

PICKING UP YOUR ORDER ON YOUR DESIGNATED PICKUP DAY 

On the designated day of your pick up (either Monday or Friday), you can stop by the shop anytime between 11AM - 6PM. When you are picking up your order at Purple Urchin (755 Bank Street, Ottawa, ON), you will see our sandwich board sign in front of our store with a number to text. Call the number written on our sidewalk sign to let us know you have arrived and give us your order number. Stand on the purple X on the sidewalk. Our staff member will grab your order and set it outside of our door for you. We want to enforce social distancing, please stay standing on the purple X until our staff member is back inside the store. 

Before you leave, check your package to ensure you have all of the items you ordered and notify us immediately if there are any discrepancies. Any customers who identify they are missing items after leaving the front of the store will not be issued a refund, exchange, or a replacement item for the identified missing product. It is your responsibility to double check your order. 


FREQUENTLY ASKED QUESTIONS (FAQ)


What if I accidentally selected Curbside 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 Curbside Pickup, but wanted your order delivered), please email us at hello@purpleurchinsoap.com 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 Curbside Pickup, can I change this? 

Purple Urchin will not edit orders that have selected shipping and alter the shipping option to Curbside 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. 

What if I placed an order before Purple Urchin offered Curbside Pickup and want to change my order to pick it up instead of having it shipped? 

Purple Urchin will not be offering shipping refunds for any orders placed before Thursday at 12:00 AM. All shipping labels have been purchased to fulfill your order and have been dropped at the post office. We are unable to offer refunds for the previously offered shipping options. 

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 Curbside 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 team continuously washes their hands for over 20 seconds, in between orders to do our part. If multiple customers arrive at our store for pickup, we will have purple X’s in place on the sidewalk for customers to stand on that are safely spaced out. 

Our team was unsure if we wanted to offer curbside pick up to customers. This is because we want to encourage customers to #stayhome. If you are coming to pickup a parcel at Purple Urchin, we highly encourage you to run your essential needs errands on the same day to reduce the amount of times you are leaving your home and to wear a face covering/mask .  

 

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