Customer care
Contact us
Questions about an order, a fault with something you bought, or advice on what line suits your water — all of it reaches the same place.
Before you write
If you are checking where an order has got to, the fastest answer is order status. Enter the email address you ordered with and the confirmation code from your order email, and the current state of the order is shown immediately.
Reporting a fault instead? Read faulty goods first — it lists what to include so the exchange or refund can be arranged in one message rather than three.
How to reach us
- [email protected]
- Response time
- Within 1–2 working days
- Based in
- Greater Vancouver, British Columbia, Canada
We are an online store and do not have a counter to visit, so orders and enquiries are handled by email. If something needs to come back to us, we will send you a return address first — see faulty goods.
What to include
Including these in the first message usually saves a round trip:
- Your order number, in the form CFL-YYYYMM-XXXXXX.
- The email address you used at checkout.
- For a fault, a short description and a photograph if the problem is visible.
Please do not send your card details. We never ask for them, and we could not use them — payments are handled entirely by Stripe and card numbers never reach our systems.