Help Center
Hi, How Can We Help You?
Find answers to common questions about orders, shipping, returns, payments and more.
Frequently Asked Questions
Quick answers to the most common questions from our customers.
What is TBII and how does it work?
TBII is Canada's growing online marketplace where you can shop millions of products across fashion, electronics, beauty, home, sports and more. Simply browse, add items to your cart, and checkout securely. We ship coast to coast across Canada.
How do I place an order?
Browse products, click "Add to Cart", then go to your cart and click "Checkout". Enter your shipping address and payment details, then confirm. You'll receive an order confirmation email instantly.
Can I change or cancel my order after placing it?
Orders can be modified or cancelled within 1 hour of placing them. After that, the order enters processing and cannot be changed. Contact our Live Chat immediately if you need to make a change.
How do I track my order?
Once your order ships, you'll receive a tracking number via email. You can also visit "My Orders" in your account dashboard to see real-time tracking updates.
Is it safe to shop on TBII?
Absolutely. We use SSL encryption on all pages and all payments are processed through Stripe and PayPal โ both PCI-DSS compliant. We never store your card details on our servers.
Do I need an account to shop?
You can browse without an account, but you'll need to register to place orders. Creating an account is free and takes under a minute โ and it unlocks order tracking, wishlists, and exclusive member deals.
How do I contact customer support?
You can reach us via Live Chat on the website, email us at support@tbii.com, or WhatsApp us at +1 (416) 903-7700. Our team is available MondayโSaturday, 9amโ6pm EST.
Are the products authentic?
Yes. All products sold on TBII are sourced from verified suppliers and authentic brands. We have a strict quality control process and zero-tolerance policy for counterfeit goods.
Do you offer exclusive membership deals?
Yes! Join our TBII Insiders for free to unlock exclusive discounts, early access to sales, and personalized recommendations. Sign up with your email to start saving today.
How do I subscribe to the TBII newsletter?
To subscribe to the TBII newsletter, simply enter your email address in the subscription box at the bottom of our website and click "Subscribe". You will receive a confirmation email to verify your subscription.
Shipping Policy
Everything you need to know about delivery times and costs across Canada.
Standard Shipping
Delivered in 3โ7 business days to all Canadian provinces and territories.
$5.99 flat rateExpress Shipping
Priority 1โ3 business day delivery available for most major cities.
$12.99Free Shipping
All orders over $75 qualify for free standard shipping โ no promo code needed.
Free on $75+Processing Time
Orders are processed within 1โ2 business days. Orders placed before 2pm EST often ship same day.
1โ2 Business DaysDelivery by Province
| Province / Territory | Standard | Express | Free Threshold |
|---|---|---|---|
| Ontario (ON) | 2โ4 days | 1โ2 days | $75+ |
| British Columbia (BC) | 3โ5 days | 2โ3 days | $75+ |
| Quebec (QC) | 2โ4 days | 1โ2 days | $75+ |
| Alberta (AB) | 3โ5 days | 2โ3 days | $75+ |
| Manitoba & Saskatchewan | 4โ6 days | 2โ3 days | $75+ |
| Atlantic Provinces | 4โ7 days | 3โ4 days | $75+ |
| Northern Territories | 6โ10 days | N/A | $150+ |
Can I change my delivery address after ordering?
Address changes are possible within 1 hour of placing your order. Contact us immediately via Live Chat with your order number and new address.
What happens if I miss my delivery?
Our courier will leave a delivery notice. You can reschedule a redelivery or pick up from the nearest depot. Most depots hold parcels for 5โ7 business days.
Do you ship to PO Boxes?
Yes, we ship to PO Boxes for standard shipping. Express delivery is not available to PO Boxes.
Will I receive a tracking number?
Yes. A tracking link is emailed to you as soon as your order ships, usually within 24 hours of placing the order.
Will I receive any information when my orders arrive?
Yes. You will receive an email notification when your order is out for delivery and another one when it has been delivered. You can also track your order status in real-time from the "My Orders" section of your account.
How many days do I have to receive my items?
You have 30 days to receive your items.
Returns & Refunds
Our 30-day hassle-free return policy โ no questions asked.
30-Day Return Window
Return any item within 30 days of delivery for a full refund, no questions asked.
Free returnsFull Refunds
Refunds are processed to your original payment method within 3โ5 business days of receiving the return.
3โ5 Business DaysCondition Required
Items must be unused, in original packaging with all tags attached. Worn or damaged items may not qualify.
Original ConditionNon-Returnable Items
Underwear, swimwear, pierced jewellery, opened beauty products, and digital downloads cannot be returned.
Exceptions ApplyHow to Start a Return
- Log in to your account and go to My Orders
- Find the order and click "Return Item"
- Select the item(s) and reason for return
- Print the prepaid return label (emailed to you)
- Drop the package at any Canada Post location
- Refund is processed within 3โ5 business days of receipt
Can I exchange instead of returning?
Yes! During the return process, select "Exchange" instead of "Refund" and choose your replacement item. Exchanges ship free of charge.
My item arrived damaged โ what do I do?
We're sorry! Please take a photo of the damage and contact us within 48 hours of delivery via Live Chat or email. We'll send a replacement or issue a full refund immediately.
How long does it take to get my refund?
Once we receive and inspect the returned item (1โ3 days), refunds are processed within 3โ5 business days. Credit card refunds may take an additional 2โ3 days to appear on your statement.
Can I return a sale or discounted item?
Yes, sale items are returnable within the same 30-day window unless marked "Final Sale" at the time of purchase.
Payment Methods
We accept all major payment methods โ secure, fast, and flexible.
Visa
Mastercard
PayPal
Apple Pay
Stripe
Interac
e-Transfer
100% Secure Checkout
All transactions are encrypted with SSL. We are PCI-DSS compliant and never store your card details.
SSL EncryptedCurrency
All prices are in Canadian Dollars ($). No hidden foreign exchange fees for Canadian customers.
$ CanadianBilling & Invoices
A digital receipt is emailed after every purchase. You can also download invoices from My Orders.
Auto-Invoice
Is my payment information safe?
Yes. TBII uses Stripe for card processing โ one of the world's most trusted payment processors. We never see or store your full card number. All data is encrypted with 256-bit SSL.
Can I pay in installments?
Yes! We offer buy-now-pay-later options through supported payment providers on eligible orders over $100. Look for the "Pay Later" option at checkout.
Why was my payment declined?
Common reasons include: insufficient funds, card expired, billing address mismatch, or bank fraud protection. Try a different card or contact your bank. You can also pay via PayPal or Interac.
When will my card be charged?
Your card is charged at the time of placing the order, not at delivery. For pre-orders, charges apply on the shipping date.
Can I use multiple payment methods?
Currently you can apply a gift card or promo code along with one primary payment method (card, PayPal, etc.) at checkout.
My Account
Managing your TBII account, orders, and preferences.
How do I create an account?
Click "Register" in the top navigation. Enter your name, email, and a password. You'll receive a confirmation email โ click the link to verify and you're all set.
I forgot my password. How do I reset it?
Click "Sign In" then "Forgot Password". Enter your email address and we'll send you a secure reset link within a few minutes. Check your spam folder if you don't see it.
How do I update my address or contact details?
Log in, go to "My Account" > "Profile Settings". You can update your name, phone, email, and saved addresses at any time.
Can I have multiple delivery addresses saved?
Yes. You can save up to 5 delivery addresses in your account. Select your preferred address at checkout or add a new one.
How do I delete my account?
We're sorry to see you go. To delete your account, email support@tbii.com from your registered email address with the subject "Account Deletion Request". We'll process it within 7 business days.
How do I view my order history?
Log in and click "My Orders" from the account dropdown or your profile page. All past and current orders with status and tracking are listed there.
Can I save items for later?
Yes! Click the heart icon on any product to add it to your Wishlist. Access your Wishlist from "My Account" > "Wishlist" anytime.
Privacy Policy & Terms
Our commitment to your privacy, data, and fair use of our platform.
Privacy Policy
- We collect only the data necessary to process your orders and improve your experience.
- Your personal information is never sold to third parties.
- We use industry-standard encryption to protect all personal and payment data.
- You may request a copy of your data or request deletion at any time by contacting support.
- Cookies are used for site functionality and analytics only. You can opt out via your browser settings.
- We comply fully with Canada's PIPEDA (Personal Information Protection and Electronic Documents Act).
Terms of Use
- By using TBII, you agree to provide accurate account information and maintain the security of your account.
- You may not use TBII to resell goods purchased for commercial purposes without prior written consent.
- All content on TBII (images, text, logos) is the intellectual property of TBII or its licensors.
- TBII reserves the right to suspend accounts that violate our community or usage standards.
- Prices and availability are subject to change without notice.
- TBII is not liable for delays caused by courier services, weather, or circumstances beyond our control.
Cookie Policy
- We use essential cookies to keep you logged in and remember your cart between sessions.
- Analytics cookies (Google Analytics) help us understand how customers use our site โ this data is anonymised.
- Marketing cookies may be used to show you relevant ads on partner platforms. You can opt out at any time.
- You can manage or delete cookies at any time through your browser settings.
Accessibility
- TBII is committed to making our website accessible to all users, including those with disabilities.
- Our website follows WCAG 2.1 Level AA guidelines where possible.
- If you experience accessibility issues, please contact us at support@tbii.com.
- We are continuously working to improve keyboard navigation, screen reader compatibility, and colour contrast.
How do I opt out of marketing emails?
Every marketing email contains an unsubscribe link at the bottom. You can also manage your email preferences under My Account > Notifications. Transactional emails (order confirmations) cannot be disabled.
Does TBII use my data for advertising?
We may use anonymised, aggregated data to improve our advertising. We never share your personally identifiable information with advertisers. You can opt out of personalised ads in your account settings.
How long do you keep my data?
Account data is retained for as long as your account is active, plus 2 years for legal compliance. Payment data is handled by Stripe and is never stored on TBII servers.