FAQs

We are located in Vancouver, BC, Canada and ship within Canada and to the USA.

The delivery time of your order will depend on several factors, including your location, the shipping method you choose, and the processing time of your order.

Typically, orders are processed within 1-2 business days. After processing, delivery times for standard shipping can range from 2-8 business days.

Please note that delivery times may be longer for shipping to remote areas, during peak holiday seasons , and special weather alert.

For further information please read our shipping policy here: https://troikacanada.com/policies/shipping-policy

Once your order is packed and ready to ship, you will receive an email with tracking information so you can keep track of your package.

Please note that small products (such as spare parts) can also be sent as letter mail, which is not trackable.

Troika Canada offers special shipping options for its customers:

o Flat rate of $6.90 with any purchase (standard shipping 2-8 days)
o Free shipping on orders over $100 (standard shipping 2-8 days)
o In addition: Postage without tracking for $3.95 only for small parts that fit into an envelope and have a value of less than 12.00 CAD

Depending on the location and package size, additional shipping options may be offered and calculated during the checkout process.

For further information please read our shipping policy here: https://troikacanada.com/policies/shipping-policy

Local customers may choose to pick up their orders at our office location in Vancouver, BC, Canada.

Pick-up only available by appointment on Monday - Friday, 10:00 am – 5:00 pm

ADEPT24 Business Solutions Inc., c/o TroikaCanada - Showroom Vancouver, BC
232-1868 Glen Drive, Vancouver BC, V6A 4K4, Canada
(Unit #232 is on the 2nd floor)

If you receive a package that has been damaged during shipping, we're sorry for any inconvenience this may have caused. Here are the steps you can take to resolve the issue:

1. Document the damage: Before opening the package, take photos of the exterior of the box to document the damage. Then, open the package and take photos of the damaged items.
2. Contact the carrier: Contact the carrier as soon as possible to report the damage and file a claim. They may request photos of the damage and may schedule a time to inspect the package.
3. Contact our customer service team: Please contact our customer service team to let us know about the damage to your package. We may be able to assist you with filing a claim with the carrier and/or issuing a replacement order.
4. Keep all packaging materials: The carrier may request to inspect the packaging materials, so be sure to keep all of the original packaging and damaged items until the claim is resolved.

Please note that the carrier may take several days to process the claim, and the resolution will depend on the carrier's policies and procedures. We will do our best to assist you with the claims process and ensure that you receive a replacement or refund as quickly as possible.

We are partnering with reliable carriers but sometimes packages do get lost or delivered incorrectly. If your package is missing, there are a few steps you can take to try to locate it:

1. Check your tracking information: If your package was shipped with a tracking number, check the status of the package on the shipping carrier's website. This will show you the most recent location of the package and any updates on its delivery status.
2. Contact the carrier: If your tracking information indicates that your package has been delivered, but you have not received it, contact the carrier directly to inquire about the delivery. Sometimes, packages are delivered to the wrong address or left in a secure location.Document the damage: Before opening the package, take photos of the exterior of the box to document the damage. Then, open the package and take photos of the damaged items.
3. Check with your neighbors: It's possible that your package was delivered to a neighbour by mistake. Check with your neighbors to see if they have received any packages addressed to you.ontact the carrier: Contact the carrier as soon as possible to report the damage and file a claim. They may request photos of the damage and may schedule a time to inspect the package.
4. Contact our customer service team: If you have taken these steps and are still unable to locate your package, please contact our customer service team. We will work with you to investigate the situation and determine the best course of action, which may include filing a claim with the carrier or issuing a replacement order.

Please note that we are not responsible for lost or stolen packages once they have been delivered to the address provided at checkout. However, we will do everything we can to help you locate your missing package and resolve the issue as quickly as possible.

If you need to make changes to your order, please contact our customer support team immediately. Depending on the status of your order, we may be able to update the shipping address, cancel an item, or add an item to your order.

However, if your order has already been shipped or is in the process of being shipped, we may not be able to make any changes to it. In that case, you may need to return the item(s) and place a new order.

At Troika Canada, we offer a variety of secure and convenient payment options to make purchasing from our online store easy and stress-free.

During checkout, you can pay for your order using any major credit card, including Visa, Mastercard, and Discover (no American Express). We also accept payments via PayPal and Apple Pay.

To ensure the security of your payment information, we use industry-standard encryption technology and do not store your payment details on our servers.

If you have any questions or concerns about payment options or the checkout process, please don't hesitate to contact our customer support team for assistance. We're always happy to help.

We accept several payment methods to make your shopping experience as convenient and secure as possible. Currently, we accept the following payment methods:

1. Credit and Debit Cards: We accept major credit and debit cards, including Visa, Mastercard, and Discover (no American Express).

2. PayPal: You can also pay using your PayPal account, which is a fast, secure, and widely accepted online payment method.

3. Shopify Payments: This is a payment gateway integrated with Shopify platform. You can use your credit or debit card to complete your purchase.

4. Apple Pay and Google Pay: If you are shopping on a compatible device, you can use Apple Pay or Google Pay to complete your purchase quickly and securely.

Please note that we do not accept cash on delivery or checks as payment methods. If you have any questions or concerns about the payment options available, please feel free to contact our customer service team for assistance.

Yes, we accept all major credit and debit cards, including Visa, Mastercard, and Discover (no American Express).

Please note that for international shipments, the receiver may be subject to additional taxes, duties, or customs fees, which are not included in the purchase price or shipping cost. These charges are the responsibility of the receiver and may be collected by the customs authority in the destination country. It is advisable to check with the customs office or relevant authorities in your country for information on potential taxes and duties before placing an international order.

Troika Canada will accept returns on unused products in the original packaging in resaleable condition within 14 days after you have received your order.

If you would like to return your order, please follow these steps:

1. Contact our customer support team within 14 days of receiving your order to initiate the return process.

2. Provide us with your order number and the reason for the return. We'll then provide you with instructions for returning your item(s).

3. Pack the item(s) securely in the original product packaging, and include any accessories or documentation that came with the item(s).

4. Ship the item(s) to the address provided by our customer support team. Please note that you will be responsible for the cost of return shipping.

If you are a local customer you are also welcome to return the product to our office in Vancouver, BC.

Once we receive your returned item(s), we will inspect them to ensure that they are in new and unused condition. If the item(s) meet our return policy requirements, we will issue a refund to your original payment method, minus any shipping charges.

Please note that a refund takes a few days to be visible on your bank/credit card statement.

For more information please read our Return Policy here: https://troikacanada.com/policies/refund-policy

Yes, we are happy to offer exchanges for items purchased from Troika Canada. Troika Canada will accept exchanges on unused products in the original packaging in resaleable condition within 14 days after you have received your order.

If you would like to exchange your item(s) for a different size, color, or style, please follow these steps:

1. Contact our customer support team within 14 days of receiving your order to initiate the exchange process.

2. Provide us with your order number and the reason for the exchange. We'll then provide instructions for exchanging your item(s).

3. Pack the item(s) securely in the original product packaging, if possible, and include any accessories or documentation that came with the item(s).

4. Ship the item(s) to the address provided by our customer support team. Please note that you will be responsible for the cost of return shipping. You are also responsible for the shipping costs of the new product in exchange. In this case the real shipping costs will be charged, special shipping rates (such as flat rate or free shipping) do not apply to reshipments.

If you are a local customer you are also welcome to return the product to our office in Vancouver, BC.

Once we receive your returned item(s), we will inspect them to ensure that they are in new and unused condition. If the item(s) meet our exchange policy requirements, we will issue an invoice for the reshipment and send out the new item(s).

If you have any questions or concerns about our exchange policy, please don't hesitate to contact our customer support team for assistance. We're here to help you with your exchange.

For more information please read our Return Policy here: https://troikacanada.com/policies/refund-policy

Troika Canada will accept returns or exchanges on unused products in the original packaging in resaleable condition within 14 days after you have received your order.

Shipping charges will be deducted from the refund amount.

Purchaser must contact Troika Canada via email at service@troikacanada.com prior to returning products.

Please read our full Return Policy here: https://troikacanada.com/policies/refund-policy

Troika Canada offers customers to make a purchase without creating an account or providing personal information beyond what is necessary for the transaction, such as billing and shipping details.

You can then complete the purchase as a guest and will not have access to any additional features or benefits that come with creating an account (e.g. save your billing and shipping information for future purchases, see purchase history, etc.).

To reset your account password please follow following steps: 

1. On the Troika Canada website navigate to the login page (My account) via the login button in the upper right corner of the website.
2. Click on the "Forgot?" link next to the password field.
3. You will then be prompted to enter the email address associated with your account and receive an email with instructions on how to reset your password and regain access to your account.

To change your address in your current account please follow following steps:

1. On the Troika Canada website click on the "Account" button in the top right corner.
2. Log in to your account using your email address and password.
3. Once logged in, you should see an "Address" section on your account page. Click on the "Edit" button next to the address you want to change.
4. Update the address information as needed.
5. Click the "Save" button to confirm the changes.

Troika Canada uses cookies to enhance and personalize your shopping experience on our website.

Cookies are small files that are stored on your device and allow our website to remember your preferences, recognize you on your next visit, and provide you with personalized content and recommendations. We also use cookies to analyze website traffic and improve our website's functionality.

By using our website, you consent to the use of cookies in accordance with our Privacy Policy.
Please read our full Privacy Policy here: https://troikacanada.com/policies/privacy-policy

If you have any questions or concerns about our use of cookies, please don't hesitate to contact us.

By accessing or using any part of the Troika Canada site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services.

Read our Terms of Service carefully before accessing or using our website.

Please read our full Terms of Service here: https://troikacanada.com/policies/terms-of-service

Our privacy policy outlines how personal information is collected, used, and protected. This ncludes the types of information collected (like name,
address, and payment details), how it's used (e.g., for processing orders or sending marketing emails), and how it's stored securely. The policy also covers
how customers can access, update, or delete their information.

Please read our full Terms of Service here: https://troikacanada.com/policies/privacy-policy

Our return and refund policy outlines the process and conditions for our customers to return or exchange items they purchased and to receive a refund. The policy specifies the time frame for returns and any restrictions on which items can be returned or refunded. It also explains the condition the items
must be in for a return or exchange to be accepted, and for which costs the customer
will be responsible.

Please read our full Return & Refund Policy here: https://troikacanada.com/policies/refund-policy

Our shipping policy outlines the terms and conditions for delivering products to customers. The policy specifies the shipping methods available, estimated delivery times, and any shipping costs or fees that apply.

Please read our full Shipping Policy here: https://troikacanada.com/policies/shipping-policy