FAQ

Can I cancel my order after purchase?
Orders may be cancelled on the first 1 hour of placing the order upon contacting customer service - as long as the order did not ship out. We are unable to cancel orders after the 1 hour cancellation window. Customers will need to use the return policy to return the order.

Can I edit my order after purchase?
Unfortunately, we cannot to edit or adjust customers' orders after the purchase has been made.

What are the accepted payment methods?
We accept all major credit cards and PayPal.

Returns and Exchanges
For information on returns and exchanges, please visit our dedicated Returns page. Please note that shipping fees are non-refundable.


Do you offer discounts and promotions?
We often run discounts and site wide promotions, which will be advertised on our homepage and email newsletter. To ensure you don’t miss an offer or promotion, be sure to sign-up for our email newsletter!

Also, please note that our website only allows for one offer, promotion, discount code at a time. You will not be able to combine multiple offers, promotion or discounts at the same time. If the website is running a promotional Gift With Purchase (GWP), and wish to use a discount or reward code, at checkout, customers always have to the option to choose to remove any existing promotional gift/sale/offer by clicking on (I WILL BE USING A COUPON INSTEAD) at the right bottom of the checkout page.
The existing promotional gift/sale/offer will be removed from your cart so you can add your desired code instead.

Tell me more about Count On Us rewards program
Count On Us Rewards program allows you to earn points that are redeemable on future purchases. Points are earned on reviews, social media shares, birthdays, and purchases. You can use Rewards for discounts or free shipping (with a purchase). This program is only valid for countonusstore.ca.

How do I earn points?
Once you have joined our Rewards, points are earned for all purchases. Please be sure to sign in before completing your purchase to ensure points are attributed. Every $1 spent counts as 5 point toward your balance. Points can be redeemed starting at 500 points.

Point Accreditation
Points are automatically added to your account after your order is fulfilled and shipped. If you provide a review or follow us on social media, points will appear the next day.

How do I redeem points?
Sign into your account from the Reward Program tab at the bottom of the website's left corner or using the Rewards Program. You can select coupons worth monetary discounts toward your next order, or redeem your points for free shipping.
You cannot use an additional discount code on top of the reward discount.

Do points expire?
Points are valid for 12 months from the date of the last qualifying purchase. Each qualifying purchase will automatically extend the expiration date of all unused points 12 months.
If the account does not have any qualifying purchase activity within a 12-month period, all points earned will expire.

Do I lose points if I return an order?
If you return an order, all points earned from the purchase will be removed from your account.

Reward Account Log-In Issues
Try resetting your password by clicking the “Reset your password” link on the sign-in page. You will receive an email to the address on file prompting you to reset your password. If you are still unable to access your account, please contact customer service.

Additional Questions?
For any further questions, please feel free reach us at customerservice@countonusstore.com or get in touch via the Contact Us page on our website.
Hours of operation: M-F, 9am-4pm EST - We respond in 24-48 hrs.