FAQ
Frequently Asked Questions
Frequently Asked Questions (FAQ)
Shipping
What are the shipping costs?
Shipping costs are calculated at checkout, based on the contents of your order. Only one shipping cost applies to your order, even if it is shipped in multiple packages by different suppliers — you never pay for shipping more than once.
What are the delivery times?
Most orders are delivered within 3 to 4 business days after shipping. Orders are usually processed within 1 to 2 business days before shipping. These times are estimates and may vary depending on your location and the supplier handling your order.
Why might I receive multiple packages for a single order?
Kastor.club collaborates with a carefully selected network of independent Canadian suppliers and shipping partners. If your order contains items from different suppliers, each item may be shipped separately, directly from its respective supplier.
Specifically, this means that:
- You may receive more than one package for the same order.
- Each package may arrive at a different time, depending on the supplier's location.
- You will receive a separate tracking number for each shipment.
This operating model allows us to offer you a greater variety of quality Canadian products, shipped directly from the businesses that manufacture or distribute them — while charging you only one shipping cost for your entire order.
How can I track my order?
Once your order has shipped, you will receive a confirmation email with tracking information. If your order includes items from multiple suppliers, you will receive an email and a tracking number for each shipment.
What if part of my order is delayed or missing?
Since items may come from different suppliers, it is normal for one package to arrive before another. If a shipment is significantly delayed compared to the estimate received, please contact us with your order number — we will follow up with the supplier concerned.
Do you ship outside of Canada and the United States?
Currently, we ship exclusively to Canada and the United States.
Orders and Payment
What payment methods do you accept?
We accept American Express, Apple Pay, Diners Club, Discover, Google Pay, Mastercard, PayPal, Shop Pay, and Visa.
Is payment secure?
Yes. All transactions are processed securely through our platform.
Can I modify or cancel my order after placing it?
Since orders are quickly transmitted to our suppliers for processing, please contact us as soon as possible after your purchase if you wish to make a change. We will do our best, but cannot guarantee a change once the order is already being processed by the supplier.
Returns and Refunds
What is the timeframe for making a return?
You have 30 days from the date of delivery to request a return.
What are the conditions for a return?
Items must be unused, in their original condition, with tags attached, and in their original packaging.
Are personalized items returnable?
Personalized or print-on-demand items are not eligible for return, except in cases of manufacturing defect or error on our part.
How do I make a return request?
Contact us with your order number. Since we work with multiple suppliers, the exact procedure may vary slightly depending on the supplier of the item concerned — we will guide you through each step.
How long does a refund take?
Once your return is received and inspected, we will notify you of its approval. If approved, the refund is processed to your original payment method within 5 to 10 business days.
I received a damaged or defective item, what should I do?
Contact us immediately with photos of the item. We will arrange a replacement or a full refund, at no cost to you.
About Products and Suppliers
Are all products made in Canada?
Kastor.club highlights Canadian businesses and products. We work with a network of independent suppliers and partners across Canada, carefully selected for the quality of their products.
Why do you work with multiple suppliers rather than a single warehouse?
This model allows us to bring together the best of Canada — confections, home goods, beauty, and fashion — under one roof, while sending each order directly from the business that manufactures or distributes it. Each purchase thus directly supports Canadian jobs, from coast to coast.
Need Help?
If you cannot find the answer to your question, contact our team — we will be happy to help you.