IN STORE PICK UP

If you have selected Local Pickup at checkout when placing your order online, please wait until you have received email confirmation that your order is ready for pick up before coming to pick it up. It can sometimes take up to two business days for your order to be fulfilled.

It is your responsibility to pick up your order. Orders that have not been picked up will not be refunded. 

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 day we are open; 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 business hours. Please see our store hours section at the bottom of our homepage.

IN-STORE PICKUP INSTRUCTIONS:

When you are picking up your order at Purple Urchin (1094 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 shipped instead? 

If you have selected the wrong delivery option at checkout (i.e. selected Local Pickup, but wanted your order shipped), please email us at hello@purpleurchinsoap.com. We can change your order from local pick up to shipping and send you a link to pay the shipping fee (this applies to orders under $150 before tax; if your order subtotal is $150 or higher, you will not be charged for shipping). 

I accidentally clicked Shipping but wanted Local Pickup, can I change this? 

If you selected Shipping by accident, but actually wanted to pick up your order in store, please call us as soon as possible at 613-680-6889. We can only change this if your package has not yet been handed off to our shipping partner. Once our shipping partner has your package, we can no longer retrieve it. 

Can I make changes to my order when I pick it up?

No, orders cannot be changed at time of pick up. 

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.