FAQ
Short answers about ordering, shipping, returns and the products. Each answer matches our policies, which are linked at the bottom of every page.
Shipping
Where do you ship?
To addresses in Canada’s ten provinces: Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, Quebec and Saskatchewan. We do not yet ship to Yukon, the Northwest Territories or Nunavut, and we do not ship outside Canada.
How much is shipping?
A flat rate of $21.99 CAD per order, however many items you buy. The amount is shown in the cart and at checkout before you pay. Sales tax applies to the shipping charge at the rate of your province.
How long does delivery take?
We dispatch within 1 business day and ship by Canada Post Xpresspost, which delivers in 1 to 4 business days after dispatch. Most orders arrive within 2 to 5 business days of being placed. Details are in the Shipping Policy.
Can I track my parcel?
Yes. Every order is tracked. The dispatch email contains the Canada Post tracking number, and the Track Your Order page shows your order status.
Returns and refunds
Can I return a product if I change my mind?
Yes. You have 30 days from delivery to return any item for any reason, as long as it is unused, complete with all parts and the manual, and in its original packaging where possible.
Can I exchange a product?
Yes. Within 30 days of delivery you can exchange an item for a different product, by post or in person, subject to stock. We process the exchange once we receive and check the returned item, and ship the new one at no cost to you. Giving a reason is optional.
Who pays for return shipping?
We do. Email us and we send a prepaid Canada Post return label. You can also bring the item to our store at 7445 Av. de l’Épée, Montréal, QC H3N 2E4, Canada.
When will I get my refund?
Within 5 business days after we receive and check the item, to the original payment method. Your bank may take a further 5 to 10 business days to show it. See the Return & Refund Policy.
What if a product arrives damaged or does not work?
Contact us within 30 days of delivery with your order number and a photo. We replace the item or refund the full amount, including shipping. Your legal warranty rights under Quebec and provincial consumer law continue to apply after that period.
Payment and taxes
Which payment methods do you accept?
Visa, Mastercard, American Express and Discover, processed by Stripe. Prices are in Canadian dollars and your card is charged when the order is placed. See the Payment Policy.
Are taxes included in the prices?
No. Prices are shown before tax. GST, HST, QST or PST is calculated at checkout from your delivery address and shown before you pay.
Store
When is the store open?
Monday to Friday, 9 a.m. to 5 p.m. (Eastern Time). Saturday and Sunday: closed. Emails are answered within 1 business day. In-person returns are welcome during these hours; email or call first.
Products
Do the toys need batteries?
Most run on three AA or AAA batteries, which are not included. The dancing robot has a built-in rechargeable battery and a USB-C charging cable; a power adapter is not included. Each product page lists the power source.
Do I need an app, Bluetooth or Wi-Fi?
No. Every SmartElectro toy works on its own with built-in controls. None uses a smartphone app, Bluetooth or Wi-Fi, and none comes with a wireless remote.
What age are the toys for?
Every product currently in the shop is recommended for ages 3 and up, with adult supervision recommended. The recommended age is stated on each product page.
What do the product pictures show?
These are the pictures of our products: the front, back, side and close-up views, and the included items.