FAQ
How can I contact Silk Wave?
You can contact us by email at info@silkwaveco.com. Our customer support team is happy to assist you with questions regarding your order, our products, shipping, returns, or general enquiries.
Do you ship worldwide?
No. We currently ship only within Canada.
Where are your products shipped from?
We ship from our international fulfillment centers to provide you with the best prices.
Can I modify or cancel my order?
To ensure fast order processing, any cancellation or modification request must be submitted within 12 hours of placing your order. After this period, changes may no longer be possible if your order has already entered processing or has been shipped.
After delivery, you may request a return in accordance with our Refund & Return Policy.
Which payment methods do you accept?
We accept the following secure payment methods:
- Visa
- Mastercard
- American Express
- Apple Pay
- Google Pay
All payments are processed securely using encrypted payment systems.
When will my order be processed?
Orders are processed Monday through Friday within 1–3 business days, excluding public holidays. During busy periods or promotional events, processing may take slightly longer.
How long does delivery take?
Estimated delivery time within Canada is 5–12 business days after processing.
Although most deliveries arrive within this timeframe, occasional delays may occur due to courier operations, severe weather, customs processing where applicable, or other circumstances outside our control.
What if I do not receive my order?
If your order has not arrived within 35 days from the shipping date:
- You may be eligible for a full refund.
- A discount code may be offered as compensation for extended delivery delays.
- If the shipment is confirmed lost by the carrier, a full refund will be issued.
Please contact us at info@silkwaveco.com for assistance.
How do I return an item?
To request a return, email info@silkwaveco.com. Return requests must be approved before any item is shipped back.
Defective, damaged, or incorrect products must be returned before a refund can be processed. If preferred, you may also request a replacement item where available.
Please review our Refund & Return Policy for complete return instructions.
What if my item arrives damaged, defective, or incorrect?
Please contact us immediately and include:
- Your order number
- Clear photographs of the item
- A brief description of the issue
The item must be returned before a refund is processed. A replacement item may also be provided upon request, subject to availability.
When will I receive my refund?
Refunds are issued to the original payment method used during checkout.
Once the returned item has been received and inspected, approved refunds are generally processed within 7 business days. Depending on your financial institution, additional processing time may apply before the funds appear in your account.
Security & Privacy
Your privacy is important to us. We use secure technologies and industry-standard safeguards to protect your personal information.
Personal information is handled in accordance with applicable Canadian privacy legislation, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy laws.