Refund & Shipping Info

Refund Policy

ai wants you to love your purchase. However, in the event that you are not completely satisfied, you have 30 days from the purchase date for a full refund or exchange. Please note that sale items are final sale. All accessories (including: masks, mask accessories, hair accessories etc.) are final sale for hygienic reasons, and cannot be exchanged or returned. The Mini Crystal and Mini Knit collection is final sale. Each piece is checked thoroughly before being shipped. In the event of any returns or exchanges, items must be unworn and in original condition with the tags attached. Proof of purchase must be verified before the return/exchange is processed. ai does not cover any expenses incurred with return shipping and we do not refund on shipping charges incurred with your order. We reserve the right to refuse any returns or exchanges that do not meet these standards. Please send back all returns to our Toronto office at this address: ai- 1043 Bloor Street West, 3rd Floor, Toronto, Ontario, M6H 1M4 

Please send any return inquiries to torontooffice@ai-co.ca Order # must be provided, no refund requests or inquiries will be accepted via Instagram direct message or Facebook Messenger Chat. All requests must be sent by email only. 

Please note: there are no price adjustments allowed on any items previously purchased or there after. All sale items are final sale. Two promotions cannot be combined at one time. No exceptions can be made. If you have questions about styling or require any other assistance please feel free to email us at torontooffice@ai-co.ca or connect with us via Instagram DM or Facebook Messenger. We will do our absolute best to help assist you before you make a purchase.

Warranty Policy

We will repair any manufacturer's defects on new products at no charge to you within 30 days of the purchase date. Please contact us at torontooffice@ai-co.ca and ensure to have your order information and pictures. Damage repairs and replacements are a case-by-case basis and it is not guaranteed that we can replace/repair your item based on the circumstances. We have the right to refuse any damages or requests.

Please send any inquiries to torontooffice@ai-co.ca Order # must be provided, no refund requests or inquiries will be accepted via Instagram direct message or Facebook Messenger Chat. All requests must be sent by email only. 

Shipping Info

All orders are shipped from our Toronto Office via Canada Post, DHL or UPS.  Please allow 3-5 business days for your order to be shipped and processed.  If your shipping address is PO Box, please provide the full address and information to ensure there are no delays with your package. It is best to provide a residential/work address. If you select a work address, please notify us of the business hours in the note section at checkout. 

Toronto Curbside Pickup 

Pickup hours: Monday-Friday 10am-1pm

Pickup location: 1043 Bloor St.W, Toronto, ON, M6H 1M4 
*Closed on weekends*  ai offers contactless curbside pickup for online orders. Place an order online and safely pick it up at our Toronto office. 

Upon arrival please do not enter the building, please contact the phone number provided to notify your arrival. Please have your order number and full name ready. If you wish to send someone on your behalf, please notify us via email. 

USA SHIPPING RATES

DHL Express (1-3 Business Days)- Rates available at checkout. 

Additional duties may apply upon arrival. ai is not responsible for any additional costs.

INTERNATIONAL SHIPPING RATES

Delivery costs is dependent on the dimensional weight and size of your order:

DHL Express (3-5 business days)

Additional duties may apply upon arrival. ai is not responsible for these additional costs.

 

Lost + Late Packages 

Please note that once your order has left our site, we have no control over the speed of delivery. If your package is delayed, please consult the shipping carrier using the tracking number provided. In most cases, the shipping carrier will be able to provide the most up to date information on your package.

We will not be responsible or liable if any item you have purchased on this website or have attempted to exchange to us is lost, misdirected or delivered late. 

ai is not held accountable or liable for any delivery or return delays, disruptions or interference, or failures that are caused (whether direct or indirect) by an event that is outside of our influence or control. This includes the following: labour disturbance (strikes, lock-outs), criminal conduct, pandemic, terrorism, natural disaster, extreme weather conditions and accidents.We do our absolute best to deliver and confirm. All lost or late packages must be reported to our customer service team exceeding no more than 3 business days to our customer service team. Please email torontooffice@ai-co.ca