FAQs



Online Orders

Is everything sold online brand new?

Yes. If there’s a rare exception, the condition would be listed in the description of the product.

What is your return policy?

All items are final sale and cannot be returned or exchanged under any circumstances.⁣

Plus is not responsible for any quality control defects or damage caused by wear.

Can I cancel my order BEFORE it has shipped?

Yes. Any cancellations after an order is placed will be subject to a 10% restocking fee to cover non-refundable processing fees that we pay at the time the order is placed.

I’M LOOKING FOR AN ITEM, BUT I DON’T SEE IT ON YOUR WEBSITE.

Our pre-order program gives you the opportunity to secure your next grail, with the guarantee of knowing it's 100% authentic.⁣

⁣⁣If you would like us to source an item for you, please refer to our pre-order form.⁣

If it's a missing size for a product we sell, you can either sign up for restock email notifications on the product page, or we can source the size specifically for you, using the above form.

Can I order online and pick up in store?

Yes, if your order is over $20, the in-store pickup options will appear for free at checkout. If the item you purchased is not at the location you chose to pick up from, we’ll contact you. Please allow 1-10 business days for the product to arrive at the new location in those cases.

Are your products authentic?

Yes, every product we sell is guaranteed authentic.

HOW LONG BEFORE MY ITEM SHIPS?

Orders take 1-2 business days processing time before it ships.

Where is my order coming from?

All items ship from Canada. Any duties and import fees for international orders are the responsibility of the customer.

I can't find my package/What is Route?

Route Package Protection covers lost, stolen, and damaged items — and will help you resolve any inquires over missing packages purchased from PLUS. 

You can choose to pay for Route insurance on packages at checkout, which will be a percentage of your total purchase value. We encourage customers purchasing high ticket items to pay for package protection. PLUS is not liable for any packages lost in transit — if Route insurance is not purchased, PLUS will not refund or replace any lost, stolen, or damaged packages.

To view Route full protection policies, visit their website. 

*Please note, for our Live Breaks purchases, only the value of the box will be covered by Route, not the value of the cards pulled.*

In-Store

Do you offer legit checks?

No, we are currently not offering legit checks at any of our locations.

Can I consign an item?

No, we are currently not accepting consignment.

Do you buy?

Yes, we are always buying. Please visit our Sell To Us page for more information.

Do you only buy brand new items?

Yes. Rare exceptions for old and highly coveted items, so feel free to reach out if you have a grail.

I’m looking for an item I saw online, but I don’t see it in-store.

Speak with a sales associate, we are happy to transfer items for you amongst our locations. If it’s an item or size we don't have at any location, we have a pre-order program. We source the item for you from our wide range of networks and can ship the product directly to you. Please note upwards of 3 weeks are needed for some items. This process is done exclusively in-store and we require the payment for the item up front. 

General

Are you hiring?

We're always on the lookout for hard working individuals who are interested in streetwear and collectibles. Send us your resume at careers@plusshop.ca if you're interested in potentially working at Plus.

How are prices set?

Most items are priced based off of their secondary market value. 

Why did the price change for an item I want to purchase?

We constantly re-price our items, up and/or down, to remain as competitive as we can be, with the dynamically changing secondary marketplace. We do not offer price adjustments on items purchased prior to any sales and/or price decreases.

FAQ page didn't answer my question.

Please email us your question at contact@plusshop.ca, we'll be happy to help.

Rewards Club

What is The PLUS Rewards Club?

The Plus Rewards Club is a program that gives our clientele the opportunity to collect points to redeem for cash value towards future purchases. These points can be redeemed both in-stores and online. Being a member of the Rewards Club also grants access to exclusive perks.

Do Points Expire?

Yes. Points expire 365 days after the date of your last purchase or the last time they’ve earned points, meaning that if you keep earning points they will never expire.

How do I join the Rewards Club?

Navigate to the ‘Join Now’ button on the Rewards Page to sign up. In the event you have shopped at PLUS and already have an account, you will instantly be granted membership to the program as a Bronze member.

How do I earn Points?

There are many ways to begin collecting points. Please view our full list here.

How do I check my points balance?

To check your current points balance, click the ‘Account’ button above and log in with your credentials. After logging in, click ’Dashboard' under the 'Rewards Club' heading for an overview of your balance.

How do I redeem my points?

Once you have finished browsing and are ready to check out, click the cart button at the top right corner of our website and checkout as normal. Once you get to the page where you type in your shipping information, first make sure you are logged in on the right side below your cart details, there will be a drop down to select the number of points you would like to redeem towards your order This personal code can be applied to purchases in-store and online.

I performed an action to earn points but my points aren't showing up.

It can take up to 24 hours for your points balance to adjust. Please note that in order to ensure the accuracy of earned points, you must perform the correct actions via the instructions on our ‘Ways to Earn’ section. If 24 hours have passed and your balance still hasn’t updated, please inform our Rewards Customer Service team (rewards@plusshop.ca) and we will promptly assist you.

How long will I keep my tier status/Why was my account downgraded?

Tier status is viable for one full calendar year. If you do not meet tier qualifications of spending a minimum of $500 per year in the tier, your status will change to the following tier after one calendar year.

What items are excluded from earning points?

Points cannot be earned from sales tax, delivery fees, duties, purchases of gift cards, and gratuities.

What if I already have an existing customer account?

If you have an existing Plus account, you are automatically enrolled in the Rewards program starting as a Bronze member.

Can I redeem previous purchases I’ve made at PLUS?

We are unable to retroactively apply past purchases towards earning points under the Rewards Club program. Points will only be counted starting from the day your account is created

Can I earn and redeem points in-store?

Definitely, earning points is just as easy at any one of our retail locations. During checkout, please inform our staff of your Rewards Club membership at PLUS and they can pull up your account to help you add or redeem points.

If I have multiple email addresses and accounts with points, can I combine them all together as one?

Yes, if you’ve made multiple purchases with different email addresses tied to the Rewards program, we can assist in merging your points to one account. 

Please note though that we are only able to combine multiple accounts once in this manner. Our staff will assist with the merge, however it is ultimately the customers responsibility to ensure you have checked and notified us of ALL separate accounts before we proceed to combine them. 

I forgot to login to my account before checking out / forgot to mention my profile in-store. Can my points still be added to my account?

Please ensure you are logged into your Plus account when placing an order as this is the only guaranteed method to accurately ensure your points accumulate. Unfortunately, if you are not logged in or forget to mention your membership at the time of purchase, your points will not be added to your balance.

Can point redemption be combined with sales/other promotions?

Yes, your hard earned points are eligible for usage with sale offerings and any other promotions both instore and online.

FAQ PAGE DIDN'T ANSWER MY QUESTION.

Please email us your question at rewards@plusshop.ca, we'll be happy to help.