Frequently Asked Questions

Answers to common questions about shopping, shipping, returns, and selling on Deerab.

Shopping & Orders

How do I place an order?
Browse products, add to cart, and proceed to checkout. Need a walkthrough? See our How to Buy guide.
Can I change or cancel my order?
If your order hasn’t shipped yet, email [email protected] with your order number and the change you need. Once shipped, changes aren’t possible.
Where is my order confirmation?
We email confirmations right after checkout. Check spam/junk and ensure your email is correct in My Account → Account Information.

Shipping & Pick-Up

Do you ship across Canada?
Yes. Shipping rates and estimated delivery timeframes appear at checkout based on weight and destination.
Is local pick-up available?
Local pick-up may be offered in select areas. If available, you’ll see it as an option during checkout and in your order email.
How do I track my order?
We’ll email a tracking link when your order ships (where available). You can also check status under My Account → My Orders.

Payments & Security

What payment methods do you accept?
Secure online card payments via trusted processors. We don’t store full card details on our servers.
Do you offer cash on delivery?
Not at this time. For convenience, consider local pick-up when available.
My payment failed—what should I do?
Verify card details, available funds, and 3-D Secure/SMS codes. If issues persist, try another card or contact your bank.

Returns & Refunds

What’s your return window?
Return requests must be submitted within 7 days of delivery. See the full Return & Refund Policy.
Which items are non-returnable?
Perishables, personal care items, intimate goods, gift cards, and items marked “Final Sale” or “Non-Returnable.”
Who pays return shipping?
If the item is defective or incorrect, we’ll cover it or reimburse you. Otherwise, the buyer pays return shipping.

Accounts & Support

Do I need an account to buy?
You can checkout as a guest, but creating an account helps you track orders, save addresses, and view history.
How do I contact support?
Email [email protected]. We typically reply within 1–2 business days.
Do you have a seller program?
Yes—learn more on Sell with Us and apply online.

Still need help?

We’re here to help with orders, shipping, returns, and vendor questions.

Contact Support →
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