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COVID-19 Update
Our team is actively monitoring the available information as its released in real-time, relating to the COVID-19 virus. Our number one priority continues to be the health and safety of our staff, customers and community.
SHIPPING
Logistical challenges felt worldwide has affected delivery times and estimated ship dates of both inbound and outbound products.

A note from our shipping provider: "Canada Post is proud to continue providing an essential service to Canadians as everyone does their part to stop the spread of the virus. Our top priority from the start has been to ensure we are doing everything possible to keep our people, and the communities we serve, safe. That has meant implementing significant changes right across our operations, following the guidance of national and local public health authorities. We're experiencing delays as we put safety first."

RETURNS POLICY
Our standard return policy has been extended by 15 days. Return orders will be unprocessed for four days once received at Head Office, however, this will not affect the Return Policy.

LOCAL PICKUPS AT HEAD OFFICE
Local Pickups inside the building are suspended until further notice.

The following alternatives are being offered, 1) No contact pickups outside the building, 2) Re-routing for shipment via Canada Post.

  1. No contact pickups: Customers/stylists can call ahead with their order numbers at least 30 minutes before they arrive. Their packages will be assembled. When the customer / stylist arrives, they should park in one of the marked customer parking stalls. Once parked they should stay in their car and call 604-343-4563 to inform us of their arrival. An SI rep will drop their packages in the designated pickup spot, just outside the front door. Once the drop off has been completed and the SI rep has gone back inside, the customer / stylist can exit their car and collect their orders.
  2. Re-route: Convert orders from local pickup to Canada post delivery, standard rates apply. Requests can be made via email [email protected] or by calling 604-343-4563.

LOCAL RETURNS DROP OFFS
Similar to local pickups, local drop off returns can be left in the designated drop off spot, just outside the front door. Stylists/customers can choose to mail their returns back to head office or use the local returns drop off option. As an additional note, return orders will be unprocessed for four days once received at head office, however this will not affect the return policy.


We recognize this is a difficult time for everyone and we want to encourage patience, understanding and kindness towards one another as we continue navigate these uncharted waters together. #weareinthistogether
Stay safe,
 Christina Marcano
Christina Marcano
CEO, Silver Icing Inc.
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