Contact
At CharmCraft, we're committed to making every shopping experience enjoyable, simple, and worry-free. Whether you have a question before placing an order, need assistance tracking a shipment, want help with a return, or simply wish to learn more about one of our products, our customer support team is always happy to assist you.
We believe great customer service is built on clear communication, genuine care, and timely support. Every message you send is important to us, and we strive to provide helpful, friendly, and professional assistance throughout every step of your shopping journey.
Get in Touch
If you need assistance for any reason, please feel free to contact us using the information below.
CharmCraft
Business Address
2390 Rue de Ryde #206
Montréal, QC H3K 1S5
Canada
Phone
(905) 850-8400
Customer Support
Our dedicated customer care team is available to assist with a wide range of inquiries, including:
- Product information and recommendations
- Order status updates
- Shipping and delivery questions
- Tracking assistance
- Returns and refunds
- Exchanges
- Damaged or incorrect items
- Payment inquiries
- Website assistance
- General feedback and suggestions
No matter how big or small your question may be, we'll do our best to provide a clear and helpful solution.
Customer Service Hours
Our support team is available during the following business hours:
Monday – Friday
9:00 AM – 6:00 PM (Eastern Time)
Saturday
10:00 AM – 3:00 PM (Eastern Time)
Sunday & Public Holidays
Closed
If you contact us outside of our regular business hours, don't worry—we'll respond as soon as possible on the next business day.
Email Support
Email is the quickest and most convenient way to reach our support team.
When contacting us, please include as much information as possible, such as:
- Your full name
- Your order number
- The email address used during checkout
- The product name (if applicable)
- A detailed description of your question or concern
- Photos or videos if your inquiry involves a damaged or incorrect item
Providing complete information helps us investigate your request more efficiently and allows us to respond with the most accurate solution.
We aim to respond to most emails within 24–48 business hours. During holidays, promotional events, or periods of unusually high order volume, response times may be slightly longer, but every inquiry will receive our attention.
Phone Support
If you would prefer to speak with us directly, you may call our customer support team during business hours.
Phone: (905) 850-8400
If all representatives are assisting other customers, please leave a voicemail including your name, phone number, order number (if available), and a brief description of your inquiry. We'll return your call as soon as possible.
Order Assistance
Need help with an existing order?
Please have the following information ready:
- Order number
- Full name
- Email address used for your purchase
- Product name
- Brief description of your request
This allows our support team to locate your order quickly and provide faster assistance.
Shipping & Delivery
If you have questions regarding your shipment, we're happy to help.
Our support team can assist with:
- Shipment tracking
- Delivery updates
- Carrier information
- Shipping delays
- Lost packages
- Address corrections (before shipment)
- Delivery confirmation
If your package appears delayed, we recommend contacting us before opening a shipping claim so we can investigate directly with the carrier whenever possible.
Returns & Refunds
We want every purchase to meet your expectations.
If you need to request a return or refund, please contact us before sending any item back.
Our team will provide:
- Return authorization
- Return instructions
- Eligibility confirmation
- Shipping guidance
- Refund updates
Please do not return products without first receiving instructions from our customer support team, as unauthorized returns may delay processing.
Damaged or Incorrect Orders
Although we carefully inspect every order before shipment, mistakes can occasionally happen.
If your package arrives damaged, defective, or contains the wrong item, please contact us as soon as possible.
To help us resolve the issue quickly, please include:
- Your order number
- Photos of the product
- Photos of the packaging
- Photos of the shipping label
- A brief explanation of the issue
We'll carefully review your request and work toward the most appropriate solution, whether that involves a replacement, exchange, refund, or another suitable resolution.
Product Questions
Not sure which product is right for you?
We're always happy to provide additional information before you purchase.
Feel free to contact us regarding:
- Product materials
- Dimensions
- Colors
- Features
- Compatibility
- Care instructions
- Gift recommendations
- Product availability
Our goal is to help you shop with complete confidence.
Feedback & Suggestions
At CharmCraft, we're constantly looking for ways to improve.
Your ideas, comments, and suggestions help us create a better shopping experience for everyone.
Whether you have feedback about our products, website, packaging, or customer service, we'd genuinely love to hear from you. Every message is carefully reviewed by our team and helps shape the future of our brand.
Thank You
Thank you for choosing CharmCraft.
We truly appreciate every customer who visits our store, places an order, shares a review, or recommends us to family and friends. Your support inspires us to continue creating charming accessories and providing the friendly, reliable service you deserve.
If you ever need assistance, have a question, or simply want to say hello, don't hesitate to reach out. We're always here to help and look forward to making your experience with CharmCraft as enjoyable as possible.
CharmCraft
2390 Rue de Ryde #206
Montréal, QC H3K 1S5
Canada
Email: support@CharmCraft.store
Phone: (905) 850-8400
We look forward to hearing from you and thank you for being a valued part of the CharmCraft community.