customer service

Customer Service & Store Policy

Last updated: 2026-05-28

1. About SHOP404

SHOP404 is a Toronto-based lifestyle and collectible store featuring Asian pop-culture toys, gifts, and artist-designed products. Our product selection may include collectibles, blind boxes, plushies, anime goods, character merchandise, stationery, jewelry, accessories, and lifestyle gifts, including selected Asian-exclusive and limited-edition items that may be difficult to find locally.

SHOP404 operates physical store locations in the Greater Toronto Area and also sells online through www.workshop404.ca. Store hours, item availability, promotions, and product selection may vary by location and may change without prior notice.

2. Product Availability Policy

Product availability may vary between the website and each physical store location. An item shown online may not be available at every store, and an item available in-store may not always be listed online.

Customers who are looking for a specific item are encouraged to contact SHOP404 before visiting. Our team will do its best to confirm availability, but availability is not guaranteed until an order has been confirmed or the item has been purchased.

3. Store Pick-Up Policy

Same-day store pick-up may be available during store hours when the item is in stock and ready for pick-up. Customers must wait for a pick-up confirmation email before visiting the store to collect an order.

Pick-up timing may be affected by item location, order volume, stock confirmation, or other operational needs.

4. Order Processing and Fulfillment Policy

Orders are usually processed and shipped within 1-3 business days. Business days do not include weekends or holidays. Processing time may vary depending on order volume, item availability, and whether additional confirmation is required.

An order should not be considered fully confirmed until SHOP404 has verified item availability. If an item requires extra preparation or supplier confirmation, our team will contact the customer with an update.

5. Shipping Rate Policy

Shipping rates are shown at checkout based on the customer location, order total, package weight, and selected shipping method.

For Canada, standard shipping is a flat rate of $12 for orders under $75. For the U.S., standard shipping is a flat rate of $25 for orders under $75.

Free standard shipping is available for both Canadian and U.S. orders over $75 after discounts and before taxes and shipping.

Express shipping may be available upon request. Customers who need express shipping should contact SHOP404 before placing an order so that availability and a shipping quote can be confirmed.

6. Duties, Taxes, Customs, and Brokerage Fees

International customers may be responsible for duties, taxes, customs fees, brokerage fees, or other import-related charges collected by their local customs authority or carrier.

These fees are not included unless clearly stated at checkout. SHOP404 is not responsible for customs delays, carrier brokerage charges, or destination-country import requirements.

7. Tracking and Delivery Policy

Once an order has shipped, customers will receive a shipping confirmation email with tracking information when tracking is available.

SHOP404 is not responsible for delays caused by the carrier, weather, customs processing, incorrect shipping addresses, or other circumstances outside of SHOP404 control.

8. Lost, Delayed, or Damaged Package Policy

Customers should contact SHOP404 at workshop404.gta@gmail.com if a package appears to be lost, delayed, or damaged during shipping.

For eligible packages, SHOP404 may purchase shipping insurance and may assist the customer with submitting a claim. Claim approval, processing time, and final results are subject to the insurance provider or carrier decision.

For damaged packages or damaged items received through shipping, customers must contact SHOP404 within 48 hours of delivery and provide clear photos of the item, packaging, shipping label, and any visible damage.

9. Damaged, Incorrect, or Defective Item Policy

If a customer receives a damaged, incorrect, or defective item, the customer must contact SHOP404 within 7 days of delivery at workshop404.gta@gmail.com with the order number and clear photos of the item, packaging, and shipping label.

SHOP404 will review the issue and determine the appropriate next step, which may include store credit, replacement, exchange, return approval, or another solution depending on the item condition, product type, and available stock.

10. Manufacturer Defect Policy for Blind Boxes and Collectibles

Some blind boxes, collectibles, and character goods may occasionally contain manufacturer defects, such as paint marks, minor scratches, small printing issues, or production flaws. These issues may occur even when the blind box is sealed and unopened before shipment.

Customers must contact SHOP404 within 48 hours of opening the blind box or collectible package and provide clear photos of the defect, the product, the packaging, and the order information.

After review, SHOP404 may offer store credit, replacement, return, or exchange when applicable. The available solution may depend on product availability, supplier policy, and the nature of the defect.

11. Order Changes, Cancellations, and Unavailable Items

Customers who need to change or cancel an order should contact SHOP404 as soon as possible. Once an order has been fulfilled or shipped, SHOP404 may not be able to change or cancel it.

If an item becomes unavailable after an order is placed, SHOP404 will contact the customer using the order information provided to discuss the next steps. Possible solutions may include waiting for restock, replacing the item, partial fulfillment, store credit, or refund depending on the situation.

For items that require supplier confirmation or third-party fulfillment, SHOP404 may need to confirm stock availability before marking the order as fulfilled.

12. Partial Order Fulfillment Policy

If only part of an order is ready, SHOP404 will normally ship the order when all items have arrived and are ready to ship together.

If the customer prefers to receive available items first, the customer may contact SHOP404. Additional shipping charges may apply for split shipments.

13. Return and Exchange Policy

SHOP404 accepts eligible returns for store credit or exchanges within 30 days of purchase. Items must be new, unused, undamaged, and returned with all original tags, labels, packaging, and seals attached.

Customers are responsible for return shipping costs unless otherwise confirmed by SHOP404. Store credit or exchanges are usually processed within 5-7 business days after the returned item is received and inspected.

To start a return, customers must email workshop404.gta@gmail.com with the order number and the item they would like to return.

14. Final Sale Policy

The following items are final sale and cannot be returned or exchanged: costumes, shoes, socks, make-up, face masks, blind boxes, opened blind boxes, art, pop-up shop purchases, live show purchases, and sale items.

Blind boxes are final sale because the item is randomly packed and cannot be resold once opened. Opened blind boxes cannot be returned or exchanged unless SHOP404 confirms a qualifying product issue after review.

Plush items must have their original seal stickers, tags, and packaging intact to be eligible for return or exchange, unless the item is reviewed and confirmed by SHOP404 as defective, fake, or unauthentic.

15. In-Store Purchase Return Policy

In-store purchases can only be returned or exchanged in person through a physical SHOP404 store. Online return requests for in-store purchases may not be accepted unless SHOP404 confirms otherwise.

Customers should bring the item, original receipt or proof of purchase, and all original packaging when requesting an in-store return or exchange.

16. Holiday Return Policy

Purchases made in December 2025 have an extended holiday return window and may be returned for store credit or exchanged before January 25, 2026, provided that the item meets all return eligibility requirements.

Final sale items remain final sale during the holiday return period unless SHOP404 confirms a qualifying product issue.

17. Promotion and Price Adjustment Policy

Promotions may vary between the website and physical store locations. The final promotion, discount, or offer will be shown at checkout or at the time of purchase.

Prices are final once an order has been placed. SHOP404 does not offer retroactive price adjustments if an item goes on sale after purchase.

18. Loyalty Point Policy

In-store loyalty points and online rewards may operate separately. Loyalty points earned or available in-store may not be redeemable online unless SHOP404 states otherwise.

Customers may contact SHOP404 if they have questions about loyalty point eligibility, redemption, or account-related issues.

19. Contact and Customer Support Policy

Customers may contact SHOP404 at workshop404.gta@gmail.com for questions about orders, product availability, store pick-up, shipping, returns, exchanges, or product issues.

SHOP404 will do its best to respond as soon as possible. Response time may vary depending on order volume, store hours, holidays, and the complexity of the request.

20. Policy Updates

SHOP404 may update this policy from time to time to reflect operational changes, carrier requirements, supplier policies, or website updates. The version posted on the SHOP404 website or provided by SHOP404 customer support will be considered the current version.