FAQ

CUSTOMER SERVICE

What is the best way to Contact Bluenotes Online Store/Website?

Please Email: customerservice@blnts.com. We are committed to providing the best customer service possible - we promise to respond to all inquiries within 1-3 business days, and all emails are answered in the order of which they were received. We are open Monday-Friday 8am-5pm EST.

What is the best way to Contact Bluenotes for In-Store Questions?

Please Email: talkback@blnts.com. We are committed to providing the best customer service possible - we promise to respond to all inquiries within 1-3 business days, and all emails are answered in the order of which they were received. We are open Monday-Friday 8am-5pm EST.

What are your store hours?

Our store hours vary from one location to another. Please contact the location nearest to you for their hours of operation. To find your local Bluenotes store please use our Store Locator.

REGISTRATION/ACCOUNT

Do I need to register before I place an order?

No, you do not need to register before placing an order. You may check out as a Guest and you will have the opportunity to create an account when you are finished your order.

How do I register?

To register, please click here.

Why should I register with Bluenotes?

Registering is free, fast and easy! Here are the benefits:

1. You will not be required to re-enter your shipping or billing addresses every time you order online. Whenever you place an order, it will be delivered to the registered address on file, unless you direct us otherwise.

2. You can browse, shop and complete your order at a later time. The items that are placed in your Shopping Cart will be saved so when you come back later, you will not have to search for and re-select the items again.

Please note: Placing your items in the Shopping Cart does not guarantee availability of your items at time of checkout. Items left in cart are removed every 7 days.

How do I change the details of my account?

You can change your account information by visiting “My Account” in the top navigation and then selecting “Account Information” from the sidebar menu. To change your address, click “Address Book” and select “Change Billing/Shipping Address”. You can also control your Newsletter Subscription under “Newsletter Subscriptions” and by checking the box next to general subscription and selecting “Save”.

I am trying to log in but I forgot my password/your site won’t accept my password. How do I access my account?

Please hit the Forgot Password link just below the login and follow the prompts. If this does not work, please send us an email with the email account originally used to register and we will respond as quickly as possible with a temporary password. If you are trying to make a purchase over a weekend or holiday and you don’t want to miss a sale or lose out on the last item in stock, it may be simpler to make a new account with an alternate email address.

ONLINE ORDERS

What methods of payment do you accept?

Bluenotes accepts American Express, MasterCard, Visa, Interac Debit Cards, Visa Debit Cards, Paypal, Bluenotes Gift Cards, Bluenotes Merchandise Credits and some pre-paid credit cards for payment of purchases made through this site.The cardholder must be the individual placing the order.

Please note: Visa-Debit cards should be entered as a Visa Credit card and not an Interac card.

Can I modify or cancel my order?

Our goal is to process your order as quickly and accurately as possible, therefore, we cannot change or cancel an order once it has been processed. Please double check your order before placing it to avoid any potential disappointment. Canadian Orders can be refunded within 30 days through the online store or at any of our 120 locations across Canada. Please see our Return Policy for more details.

If you need to cancel an order once placed, please email us immediately as we are unable to change the status of your order once it is processed.

How do I check the status of my order?

To check the status of your order, click on “My Account” and then “My Orders”.  Select the order you wish to view by clicking “View Order” on the right side beside the order information.  At the top of the page, you will see “About This Order:” followed by “Order Information”, “Invoices” and “Shipments”. As updates become available, you will be able to view the details pertaining to your order. If your order has been completed you can find your tracking information in your account to use on Canada Post’s website.

When I look at the status of my order it says “Processing,” what does that mean?

After placing an order the status will automatically be listed as Processing and it will stay that way until your order has been fulfilled. After it is fulfilled the status will change to Complete which means it has left our warehouse and on its way via Canada Post. When the status is listed as complete you can find your tracking information listed online.

I received an email stating that my order has been completed. Does that mean it has been shipped to me?

A “Completed” status indicates your order has been processed and mailed. You will need to check your tracking number on Canada Post’s website after 24 hours of completion to see status updates.

How do I change my shipping address after placing an order?

Please email us with your order number and provide an alternative address as quickly as possible and we will do our best to adjust it. Once an order has been processed, we are unable to change or update that order. Please ensure before checking out you verify your all your information before hitting “Submit” - especially if you have auto fill turned on in your browser.

I placed an order a few days ago, why has it not been shipped yet?

We do our best to ship items out within 1-2 business days, but if an order is placed on a weekend, long weekend, holiday, large sale/promotion or during peak shopping seasons (Christmas, Back to School etc,) it may take a few extra days to process and ship out your order. Please have patience with us as all purchases are shipped in the order of which they were received. Xpress Post or Priority Shipping orders are prioritized. If you have any questions or concerns about your order please email : customerservice@blnts.com.

An item is showing up at the incorrect price/promotion.

Send us an email with the product number and we will fix the issue on our site. If you have already placed your order, please send us your order number and we will refund any over charges.

I just placed my first online order; your site sent me an email with a promo code for 10% off. The email said if I entered the promo code I would get 10% off my next online order. Can you please apply it to my order after I have placed it already?

Unfortunately coupon codes cannot be applied after an order has been placed. On our website it states that if you sign up you will receive a welcome coupon. Your coupon can be saved for your next online purchase with us. We apologize for any confusion.

Why is an item that I ordered listed as “Refunded” or “Cancelled” on my invoice?

While we make every effort to fulfill your entire order, on rare occasion we may need to cancel one or more item(s) due to inventory availability. If we are unable to fulfill your entire order due to merchandise out of stock, you will receive a cancellation e-mail and will be refunded for unshipped item(s).

Do you restock items that are sold out?

Unfortunately we do not restock most of our items. You may contact your local Bluenotes store to check availability. For the store locator, please visit here.

SHIPPING

What shipping options can I choose from?

Please visit our shipping page here for all available shipping options.

What countries do you ship to?

At this time we currently only ship to Canada and the US.

Where can I locate my tracking number?

You can track your order by entering your order number into the By Reference Number tracking area here.

I live in the US, what fees or duties will I be charged?

For US orders, USPS will charge the recipient all applicable duty, taxes, and/or brokerage fees in the local currency at the time of delivery. All taxes, duties and customs fees are the responsibility of the person who receives the package. Please contact your local post office or carrier for information on the method of payment accepted for the duties, taxes and other fees collected upon delivery. Unfortunately, we cannot provide the amount that these fees will be before your order is delivered. For more information on USA Shipping please go here.

One of my items was shipped wrong/damaged, what do I do?

Oh no! We are terribly sorry. We do our best to ensure all orders are correct and that there are no defects in your new Bluenotes swag, but sometimes we make mistakes. We hate making mistakes, so if you do receive the wrong item or defective merchandise please email us right away with your order number and all applicable information and we will send you a return shipping label. We will either replace the item or pending on inventory, or provide you with a full refund. Please email customerservice@blnts.com.com and we will assist you as quickly as possible.

There is an error in the shipping address that I provided, what do I do?

Please email customerservice@blnts.com as soon as possible if you made an error in your shipping address. 
Please note: We will only be able to edit your shipping address before your order has been Completed/Shipped. 

My tracking number shows that my package should have been delivered by now but I haven’t received it. What do I do?

Please check all areas where a delivery may have taken place (community mailbox, front desk of an apartment building, a neighbor’s house). If the order has not been found, please email customerservice@blnts.com.com with your order number and we will assist you as quickly as possible. If your order has not arrived within the allotted time, we will refund any shipping fees and open an investigation with Canada Post, who delivers all of our packages.

RETURNS

What is your Return Policy for items purchased online?

Please view our return policy for online orders here.

What is your Return Policy for items purchased in-store?

If you are not completely satisfied with your unworn purchase, simply return the item with original receipt and price ticket still attached within 14 days for an exchange or refund. After 14 days, Merchandise will be eligible for exchange or store credit only. 

Please note: Clearance items, intimate apparel and swimwear are final sale.

I received my online order but an item I ordered does not fit, can I exchange?

Online returns are only eligible for a refund by mail, You are also welcome to exchange your items at the Bluenotes location nearest you. Please view our return policy here.

How soon will I receive a refund for my online return?

All refunds are issued back to the original form of payment. Refunds should appear on your account in 2-3 business days after processing. If your refund does not show on your account balance within this time after we notify you it has gone through, please contact your financial institution for more information.

GIFT CARDS/DISCOUNT CARDS/PROMO CODES

How do I redeem my Gift Card online?

While in your Shopping Cart, input your gift card number and pin number in the “Gift Card” section found on the bottom-left side of the screen and select “Check Status and Balance”. Once your balance appears, you can add the gift card to your subtotal. Then, press “Secure Checkout” and proceed with the rest of the check-out process. 
Please note: At this time, only the use of 1 gift card per purchase is permitted.

How do I check the balance of my Gift Card online?

While in the Shopping Cart screen, input your gift card number and pin number in the “Gift Cards” section found on the bottom-left side of the screen and click “Check Status and Balance”.

Do you sell e-Giftcards?

Unfortunately, at this time we do not sell e-Giftcards. If you wish to purchase a gift card to send as a gift by mail please make sure that the “Shipping” address corresponds to the person you wish to send the gift card to.

Where can I redeem a gift card that was purchased online?

You can redeem a gift card purchased online at any Bluenotes location as well as online at www.blnts.com. To find the location nearest you, please click here

Does Bluenotes accept the Student Price Card (SPC)?

Yes, you may use your SPC card for online purchases to receive 10% off your order. Simply enter your SPC card number in the “SPC/Membership” section on the bottom-left side of the Shopping Cart.
Please note: Offers valid from 08/01/2017 until 07/31/2018 at participating locations in Canada only. Restrictions may apply, offers may vary. Usage may be restricted when used in conjunction with any other offer, clearance, in-store promotion or retailer loyalty card discount. Cannot be used towards the purchase of gift cards, or certificates. For card holder only; valid student ID may be required (except VIP). Please visit www.spccard.ca for more details.

Can you apply PROMO CODES to my order after I have placed it already?

Unfortunately coupon codes cannot be applied after an order has been placed. Your coupon can be saved for your next online purchase with us. We apologize for any confusion.

I placed an order right before/after a sale, can I get a price adjustment?

Unfortunately, we do not offer price adjustments for large sales such as Black Friday or Boxing Day, etc... The best way to avoid missing a sale is to stay up to date with our newsletter: Sign up here. You can also follow us on Social Media to find out information on events/promotions as well.

Can I get the Ontario First Nations Point-of-Sale Exemption on my online order?

We do not offer Ontario First Nations Point-of-Sale Exemptions through our online store because we are unable to verify eligibility. Click here for more information about how to receive your exemption.

Can’t find the answer you’re looking for?

For all other issues, please send an email to: customerservice@blnts.com.com and a member of our team will get in touch with you within 1-3 business days.

Please note: Our customer support email is monitored Monday-Friday 8:30am-5:30pm with the exception of holidays.