Online Store Information

FAQs

Wondering when your order will arrive? You can review your order by signing in to My Account and viewing your Order History.

If you were unable to find your answer in the Help area of our website, select a topic below for more information. You will have the option to contact our Customer Service Department if the information does not answer your question. 

 

I HAVE A QUESTION ABOUT AN ITEM
I Want To Know About The Status Of An Order I Have Placed
I have a question about an order I have received
I want to change or cancel my order
I HAVE A QUESTION ABOUT AN ITEM
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There are multiple ways to find an item on Atmosphere.ca:

  1. Search by entering a Keyword or Item Number in the Search box
  2. Browse our product catalogue by clicking the links found on each page.
  3. Utilize the filter bar on the left hand side of your screen, to narrow down your criteria

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If you would like more information about an item you see on Atmosphere.ca, simply click on the item to go to the Product Details.

The Product Details page will provide you with detailed information to help you learn more about the product.

For more information about the Product Details page, click here.

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To add items to your Shopping Cart, follow these simple steps:

  1. It may be necessary to choose a size and/or a colour for the item you want to purchase. Click on the drop-down menu(s) to select a size and/or a colour.
  2. If a size or a colour is not listed in the drop-down menu(s), it is out of stock and is not available for purchase.
  3. Click on the drop-down menu(s) to select the quantity you would like to order.
  4. Click "Add to Cart" to add the item to your Shopping Cart.
  5. Make note of the Availability of the item, by clicking on "Additional Information" for the item(s) located in your shopping cart.

This tells you when we expect to ship your item from our warehouse. Once your item has left our warehouse, the shipping method selected during Checkout will determine when the item will arrive. For example, if your item takes 1 to 2 full business days to leave our warehouse and you select "Express Shipping," it may actually take 2 to 5 full business days for the item to arrive. Although we will make every effort to ship your order in a timely manner, the delivery of your order may be delayed due to weather conditions or other events out of our control.

Business days are Monday to Friday, excluding statutory holidays.

If a size or a colour is not listed in the drop-down menu(s), it is out of stock and is not available for purchase online. 

To find an item's availability in store click the "Find In Store" button. Enter your City, Province or Postal Code to see the closest store to your location with the item available.

To see all stores closest to your location, their hours and additional information, visit our Store Locator page.

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The following options are available in your Shopping Cart:

  1. Review your order. Review the details of your order before you proceed to Checkout.
  2. Update order quantity. If you wish to update the order quantity of any item in your Shopping Cart, simply type the desired quantity next to the item and click "Update."
  3. Remove an item from your Shopping Cart. Select the item and click "Remove Item" or change the order quantity to zero and click "Update."
  4. Return to shopping. If you wish to continue shopping while viewing your Shopping Cart, click "Back to..." on the top left corner of the page. Items in your Shopping Cart will remain until they are purchased, removed or moved to your Wish List. At any time, you can return to you cart by clicking the Shopping Cart icon at the top right corner of the page.
  5. Proceed to Checkout. When you are ready to purchase your order, click "Checkout" or "Checkout with PayPal."
  6. Move an item to your Wish List. If there are items in your Shopping Cart that you wish to save but not purchase immediately, you can move them to your Wish List by clicking "Move to Wish List."
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Delivery Time = Warehouse Handling Time + Shipping Time

Warehouse Handling Time refers to the amount of time it will take for your order to leave our warehouse.

Shipping Time is the amount of time it will take your order to ship once it has left our warehouse.

The shipping method selected during Checkout will determine the time it will take the order to arrive after it has left our warehouse.

Example: The item you ordered takes 1 to 2 full business days to leave our warehouse. During Checkout, you select "Express Shipping." It will take approximately 2 to 5 full business days for the item to arrive.

Please note that business days are Monday to Friday, excluding statutory holidays.

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I Want To Know About The Status Of An Order I Have Placed
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If you have already created an account, please login to your Atmosphere.ca account using your e-mail address and password.

If you have not registered for an account, You should be receiving a shipping confirmation e-mail from Atmosphere.ca regarding your order, please open that e-mail and find instructions on how to track your package.

If you do not have an Atmosphere.ca account, please contact Customer Service.  

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At our warehouse, tracking numbers are assigned, when applicable, to packages immediately and generally appear on our website along with your order information. However, it may take up to 48 hours before the package is checked into the carrier's tracking system. Even though your package has already shipped from our warehouse and is on its way to the shipping destination, the carrier may not be able to provide any information about your package for up to 48 hours.

Orders placed on Atmosphere.ca may be delivered by one of several different carriers and shipping methods. Tracking availability may vary depending on the item(s) you purchased, the shipping method(s) selected during Checkout, and the carrier that is delivering your item(s).

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  • Delivery time of a purchased item depends on the shipping destination and the shipping method selected during Checkout.
  • Items are only shipped during regular business days, which are Monday to Friday, excluding statutory holidays. If you receive an email notifying you that an item has been shipped during a weekend or statutory holiday, it will not actually be shipped until the following business day.
  • Make note of the Availability of the item.

This tells you when we expect to ship your item from our warehouse. Once your item has left our warehouse, the shipping method selected during Checkout will determine when the item will arrive. For example, if your item takes 1 to 2 full business days to leave our warehouse and you select "Express Shipping," it may actually take 2 to 5 full business days for the item to arrive. 

  • We place an extremely high value on customer security and privacy. For related reasons, most items take a minimum of 1 to 7 full business days to leave our warehouse, depending on order volume.
  • Although we will make every effort to ship your order in a timely manner, the delivery of your order may be delayed due to weather conditions or other events out of our control.

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I have a question about an order I have received
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Returns within 60 days of the order date will be accepted at Atmosphere retail stores for items that are unused/unworn, in original packaging, and with all paperwork, parts & accessories for credit of the purchase price minus shipping, handling, gift wrap, and other charges. (Atmosphere.ca Return Exceptions apply).

  • Refunds will be in the same form of payment originally used for the purchase.  If PayPal is used for payment, the item may be returned to our Atmosphere retail store locations to receive a refund. PayPal returns at our Atmosphere retail store locations will credit the Debit or Credit Card attached to your PayPal account.
  • The order Packing Slip (included with shipment) and e-Receipt are required for proof of purchase/price.                                                                          

The following are required for returning items to a store for a full refund*:                                                                                                  

1) Photo ID; with matching Ship to/Bill to address

2) The unused/unworn item in original packaging and with all paperwork, parts & accessories

3) The order Packing Slip                                                                           

4) e-Receipt (printed copy or mobile device display)                           

*If these are not provided the credit amount will be issued for a value equal to the item's lowest promotional price within the last 60 days.                                                                                                                   

To locate a Atmosphere retail store location closest to you, visit our Atmosphere.ca Store Locator or contact our Customer Service Representative at 1-855-496-2866

Please refer to our Return Instructions when returning your item. For returns to our warehouse, the postmark date of the return package will be considered the return date. If you need to return an item after 60 days, please contact our Customer Service Department at 1-855-496-ATMO (2866).

Atmosphere.ca is not responsible for shipping, handling, gift wrap, and other additional charges for returned items.

Our Online Return Policy does not apply to all items. For a list of exceptions to our Online Return Policy and how to return these particular items, please read our Return Exceptions.

Our Online Return Policy applies only to purchases made on Atmosphere.ca. If you have made a purchase at one of our retail stores and wish to return an item, please see our Retail Store Return Policy.

 
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If you receive an item that is damaged or defective upon arrival, please call our Online Customer Service Department immediately at 1-855-496-ATMO (2866). It is important that you contact us before returning the item, so that we may assist you with return shipping charges. If you don't contact us prior to shipping the item back to us, you are responsible for all return shipping charges.

Before you call, please have your order number available. If you do not know your order number, please visit your My Account page to find the order number in your Order History. Please be prepared with a detailed description of the damage or defect before contacting us.

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If we shipped you the wrong item, please contact our Online Customer Service Department immediately at 1-855-496-ATMO (2866). It is important that you contact us before returning your item, so that we may assist you with return shipping charges. If you do not contact us prior to shipping the item back to us, you are responsible for all return shipping charges.

Before you call, please have your order number available. If you do not know your order number, please visit your My Account page to find the order number in your Order History. Please be prepared with a detailed description of the difference between the item you ordered and the item you received.

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Unfortunately, we do not accept exchanges at this time. If you wish to exchange an item, you must return the item by following our Return Instructions and order a new item at Atmosphere.ca at current selling price.

Please note: Atmosphere.ca is not responsible for shipping, handling, gift wrap, or other additional charges for returned items.

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I want to change or cancel my order
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After you have clicked "Send My Order," you cannot cancel or change your order, as our system is designed to process and ship orders immediately. Once you receive your order, simply return any items you do not want by following our Return Instructions.

You may only cancel your order if you receive an email notifying you that we are unable to process your payment information. If you receive an email advising that we are unable to process your payment information and wish to cancel your order, please call our Online Customer Service Department immediately at 1-855-496-ATMO (2866) if you wish to cancel your order. 

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