📌 General Information

1. Do I need an account to place an order?

No. You can check out as a guest. Creating an account is optional and allows you to track your orders, save your info, and reorder more easily.

2. Where are you based?

We are proudly based in Toronto, Ontario, Canada. All orders are packed and shipped from our local facility by our small, family-run team.

3. What is your contact information?

Phone: 1 (416) 828-4753
Email: info@nilepalacetreasures.com

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💳 Payments & Security

4. What payment methods do you accept?

We accept all major credit and debit cards (Visa, MasterCard, American Express), PayPal, Apple Pay, and Google Pay. Payments are processed securely.

5. Is shopping on your site secure?

Yes. Our website uses SSL encryption and follows industry-standard security protocols to protect your personal and payment information.

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🎁 Gifting & Special Orders

6. Can I add a personalized message to my gift?

Yes. You can include a custom message during checkout. We’ll print or handwrite it and include it in your package.

7. Do you offer gift wrapping?

Yes. Gift wrapping is available for many items. Simply select it during checkout and we’ll take care of the rest.

8. Do you sell gift cards?

Yes, we offer both digital and physical gift cards. Gift cards never expire and can be emailed directly to the recipient.

9. Can I request a specific delivery date for a gift?

While we can’t guarantee exact dates, we’ll do our best to meet your request. Please contact us before placing your order.

10. Do you offer bulk or corporate gifts?

Yes. For large or corporate orders, please contact us directly. We offer volume discounts and custom packaging.

11. Can I request a custom bundle or curated gift set?

Absolutely. Let us know the occasion or theme, and we’ll help create a special, personalized bundle for you.

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🛍️ Product Information

12. Are your products handmade?

We do not make products by hand ourselves, but we partner with suppliers—many of whom are small businesses or artisans—who offer handmade or small-batch items. We purchase from them in limited quantities to maintain uniqueness and quality.

13. Do you offer personalized or custom items?

Not at the moment. We’re exploring custom options in the future. Join our newsletter to be the first to know when that becomes available.

14. Can I see a proof before a custom item is made?

Since we don’t currently offer custom-made items, we do not provide design proofs.

15. How do I care for or maintain your products?

Care instructions are included on each product page when applicable. If you have questions about care, feel free to reach out.

16. Are your products suitable for outdoor use?

Some items (like LED signs) may be suitable for covered outdoor areas. Please refer to the product description or ask us before ordering.

17. Do you offer eco-friendly or locally sourced products?

We try our best to source locally and offer eco-conscious products. However, due to high operational costs, this may not always be possible. We’ll always be transparent about product origins.

18. Do your products come with a warranty?

Some items—especially LED or electronic products—may include a limited manufacturer warranty. These will be noted on the product page.

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📦 Product Availability

19. Can I reserve an item if it’s low in stock?

We do not hold inventory. If something is running low, we recommend purchasing quickly or contacting us for restock timelines.

20. Do you restock sold-out items?

Yes. We frequently restock our most popular products. Feel free to contact us to be notified when an item returns.

21. How often do you release new products?

We update our collection regularly, especially around holidays or seasonal events. Follow us on social media or subscribe to our newsletter for updates.

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🚚 Shipping & Delivery

22. How long will it take to receive my order?

• Canada: Orders are processed in 1–2 business days and usually arrive within 2–7 business days via Canada Post.

• USA: Orders are shipped within 2–4 business days. Delivery time varies by location and chosen courier.

• Backorders: Items out of stock may take 3–5 weeks. We’ll notify you right away with options to wait or receive a refund.

23. Which shipping carrier do you use?

We primarily use Canada Post. If you need a different carrier (like FedEx or UPS), let us know at checkout—extra charges may apply.

24. Do you ship internationally?

We currently ship within Canada and the United States. For other countries, please contact us before ordering.

25. Can I track my order?

Yes. You’ll receive a tracking number via email once your order has shipped.

26. I made a mistake in my address. Can I fix it?

If your order hasn’t shipped yet, contact us immediately. If it’s already in transit, we’ll do our best to work with the courier, but changes may not be guaranteed.

27. Do you ship to P.O. Boxes?

Unfortunately, we do not ship to P.O. Boxes. Please provide a full physical address where someone can receive the package.

28. Do you ship to remote regions?

We ship to all Canadian provinces, excluding Yukon, Northwest Territories, and Nunavut due to courier limitations.

29. What if my package is delayed, lost, or damaged?

Contact us right away. We’ll assist in tracking or filing a claim. Once a package leaves our facility, delivery delays are out of our control, especially for international orders or during peak seasons.

30. Will I pay customs/duties for U.S. orders?

Most U.S. orders under a certain value do not incur fees, but some may. Duties and taxes are the customer’s responsibility.

31. What happens if an item goes out of stock after I place my order?

We’ll notify you within 48 business hours and give you the choice to wait, substitute the item, or receive a full refund.

32. Can I pick up my order in person?

Yes. We offer local pickup in downtown Toronto. Please allow 2–3 business days. Bring your order number, payment confirmation, and valid ID.

33. How will I know when my order has shipped?

You’ll receive an email with tracking details once your order has been dispatched.

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🔁 Returns, Exchanges & Refunds

34. What is your return policy?

We accept returns on regular-priced items within 14 days of delivery, and sale items within 7 days. Items must be unused and in original packaging, with all tags, manuals, and barcodes intact.

35. How do I start a return?

Email us at info@nilepalacetreasures.com with:

• Full name

• Order number

• Reason for return

• Photos (if applicable)
  We’ll guide you through the process.

36. Do I have to pay for return shipping?

Yes, unless the return is due to our error. We recommend using a tracked service to protect your return.

37. What if my item arrives damaged or incorrect?

Please email us within 7 days of delivery with clear photos. We’ll offer a replacement, store credit, or refund depending on the situation.

38. Can I cancel my order after placing it?

Yes—only if it hasn’t shipped yet. If it’s already on the way, you can request a return once it arrives.

39. What items are non-returnable?

• Custom/personalized items

• Clearance/final sale items

• Gift cards

• Opened or used products (for hygiene reasons)

40. How long does it take to receive my refund?

Once we receive and inspect your return, refunds are processed within 3–5 business days to your original payment method.

41. Can I exchange an item instead of returning it?

Yes. Contact us and we’ll be happy to help you exchange your item for something else (of equal or lesser value).

42. What if I missed the return window?

Contact us anyway. While refunds may not be available, we may offer an exchange or store credit.

43. Do you offer store credit?

Yes. In many cases, we can issue store credit if a refund or exchange isn’t possible—or if you prefer to shop later.