Frequently Asked Questions
Where are you located?
Our store is currently only online. We offer a pick-up/drop-off option in Prince George, B.C. We deliver within Prince George city limits. We also ship Canada-wide.
Do you have a storefront?
Not at this time. We operate completely online for the most convenient shopping experience. If you unsure about fit, you can email or direct message us. We also offer store credit returns within 10 days if the item doesn't work out for you.
What are the cutoffs for Wednesday and Saturday deliveries?
All orders placed before 9pm on Monday night will be eligible for Wednesday delivery and all orders placed before 9pm on Thursday night will be eligible for Saturday delivery.
What time are Wednesday & Saturday deliveries?
You will receive an email with a delivery time frame.
How do I know if the items I'm buying are in good condition?
We do three thorough quality control checks on each piece of clothing we list on the website.
We pride ourselves on offering lightly used and new items at a discounted price. However, if an item is still in overall good condition but has a minor flaw it will be noted in the item description and priced accordingly.
How does consigning work?
All of the details about consigning with us can be found on our "Consign with Us" tab on our website.
What if I need to return an item?
We understand that when you order online, you might receive an item that doesn't fit properly. You can request a hassle-free return by sending us an e-mail with your order number and items that need to be returned to info@sustainablesteals.ca. We will give you a refund in the form of store credit within 10 days of your purchase date.
Items purchased with Sustainable Steals store credit will always be refunded back as store credit.
See our full return policy on our website or policies highlight on Instagram.
How does your payout system work?
We offer a 50/50 split only when the consignor chooses to get paid out in store credit. When a 60/40 (40% to the consignor) split is chosen, we will pay you out via e-transfer. Payouts happen at the end of each calendar month, with the cutoff being two weeks prior.
How do I use my store credit?
- Browse & add items to your online cart as normal.
- Make sure you're logged into your account before or during the checkout process.
- Once logged in, any available credit you have in your account will be displayed. Click "Apply" to any of the available options. Note that it will use all of the available credit it can.
- Once you apply a credit, you will see the balance applied at the bottom of the screen in the order summary.
- Finalize & finish your order as normal.
To use store credit at the online checkout:
What does my online access fee cover?
We charge $4 per term to your account while you are an active consignor for online access. You will have your own consignor account that you can view on the 'Ricochet Go' app where you can track your consigned items, as well as view/edit your personal information. This fee will be charged at the start of each consignment term.
Can I track my consigned items?
Yes you can! Just sign into your consignor account online or in the 'Ricochet Go' app and you will be able to see your items, how much we have listed them for, and if they have sold!
If you have any trouble getting into your consignor account, please reach out and we will be happy to help you.
What happens to my items that don't sell?
If you chose to have your items returned to you, then they will be available for pick up within 2-3 weeks after your 8-week term has ended.
If you chose to donate your items, they will become the property of Sustainable Steals Consignment at the end of your consignment term. We will choose to either donate them or insert them into store inventory. If we choose to take them back into store inventory, we will repost them on our site at a later date and we will earn all the profits for those items.
When can I pick up my order?
Please allow 1-5 days for orders to be prepared. You will receive an email when your order has been filled and is ready for pick up. *If you haven't received an email within this time frame it likely went to your junk/spam folder.*
What if something has a flaw in it that wasn't mentioned?
If there is an item that has a very minor flaw, and we feel it is still worthy of being resold, we will add a comment to the item stating the flaw it has so you are fully aware of its condition.
If you notice a flaw on an item in our online shop or on an item you've recently purchased and it was not mentioned in the comments, please reach out and let us know. Mistakes do happen, and we will be happy to make the necessary adjustments or process a hassle-free return for you.
How do I drop off my consigned items?
You can drop off the items you are consigning within your appointed time frame given in your booking email.
Items must be boxed up and properly labeled as stated in our consignor agreement.
Then you can drop your box off at our College Heights location between the hours of 9am and 9pm, Monday to Sunday. You will leave your box in or next to the pick up locker at your convenience and we will retrieve it before 9pm that evening.
Do you sell children's clothing?
We are currently
NOT
selling or consigning children's clothing.
We are currently only selling and consigning adult men's and women's clothing, footwear, purses, & bags.
What if I want my items back before my consignment term ends?
If you want unsold items returned to you before your consignment term ends, we will be charging a fee of $5 per item to be prematurely returned to you. This covers the labour investment we put into the item to get it onto our website.
What if I have more than 30 items to consign?
If you have more than 30 items to consign, we will be happy to work with you and set up multiple consignor spots based on the types of items you have to consign. Just send us an e-mail and we will sort something out that works for both parties.
Can I suggest a sale price for my items?
You can suggest a price but it doesn't mean that we will price according to your suggestion. Sustainable Steals Consignment is 100% responsible for pricing items and for price reductions at any point in time during the 8-week consignment term.
When will my items be listed on the site?
We will start to go through the items you have dropped off within 2-4 weeks. It may take us various time frames to get the items posted on the site. You will receive an e-mail when your items hit the site and your 8-week term will start when your items go live.