Store Info > Frequently Asked Questions


Frequently Asked Questions

Updated Jan. 25, 2020

What are your hours? 

Our online store is open 24 hours a day. We offer in-store pickup by appointment Monday-Friday, 11 a.m.-3 p.m., and we ship worldwide. Please remember to wear a facemask!    

Where are you located? 

We have three locations on the following Dalhousie University campuses: 

  • Studley campus: Our main store is located on the bottom level of the Student Union Building, 6136 University Ave.  

  • Sexton campus: We operate a counter service in the Student Success Centre located in the B Building1360 Barrington StNote: this location is currently closed due to COVID-19. 

  • Agricultural campus: Serving Aggies is our location on the Dalhousie Agricultural campus. It is located in Jenkins Hall, 40 Horseshoe Cres.Truro. 

Can I pick up my order? 

Yes! By appointment, you can pick up your order Monday–Friday, 11 a.m.-3 p.m. Please go to our Store Info page to book an appointment after receiving  confirmation that your order is ready.    

What is your return/exchange policy? 

For full details on our refund and exchange policies, please visit our Return Policies page.  

How long will it take to process my web order? 

Order turnaround timelines are based on order volumes. Online orders are typically processed and shipped in one to two business days during regular operations. At the beginning of each term, this period can extend to two to four business days from the time your order is placed until it is shipped or ready for pick up. Throughout the process, you will receive automated communications that provide updates on your order. 

Please note that processing timelines for orders placed for Winter 2021 may be extended as all students are placing orders online for their materials.  

My order arrived damaged, what can I do? 

Please fill out a return request form found on our Return Policies pageBe sure to take photos of any damage to the packaging as well as photos of the damaged merchandise itself. The staff member following up on your inquiry will request these images as they are used in our discussions with the shipping company. Hold on to all packaging as this may be required to resolve a claim with the shipping company. Once we evaluate the damage you will be contacted about any next steps.  

Can someone else pick up my web order, or does it have to be me? 

Yes, someone else can pick up your order on your behalf. The person picking up the order will need a copy of your web order confirmation. They will also need to show their valid student card (DalCard) or government-issued photo I.D. 

How can I track my order? 

As soon as a shipping label is generated for your order, you will receive an email with tracking information. You may need to wait up to one business day before this tracking number is live in the courier’s tracking software. Items are often not scanned by the courier until they reach the depot. 

How do I know if my web order went through? 

As soon as you successfully place your order, an email confirmation is sent to the email address that you provided. Occasionally these may end up in your spam folder, so we recommend checking there if it is not in your inbox. If you closed the order window before you saw a confirmation that the order was successfully placed on the website, then your order may have been approved by the payment processor, but this approval may not have flowed back to our website. Please reach out to us if you cannot locate your order confirmation email.  

I want to return my order, but it is past the deadline to return; what can I do? 

Unfortunately, once the refund deadline has passed, we can no longer refund your purchase