Frequently Asked Questions

This is the complete FAQ for Brands Warehouse, a Canadian online perfume retailer based in Toronto. If you can't find what you're looking for, email support@brandswarehouse.ca or call +1 (647) 259-5845 Monday-Friday 9am-5pm ET.

Authenticity

Are your perfumes authentic?

Yes. Every fragrance sold at Brands Warehouse is sourced from authorized brand distributors. We do not sell counterfeit, "dupe," or unauthorized reproductions. If you ever receive a product you believe is not authentic, you can return it under our 30-day return policy and we will refund the full amount.

How do I check that my perfume is real?

Three quick checks: (1) the batch code on the bottle base must match the code on the box; (2) the cellophane wrap should be tight, seamless, with a small barcode dot; (3) the scent should evolve through top, heart, and base notes over 2-6 hours. See our full guide to spotting fake perfume.

What is the difference between tester, unboxed, and damaged-box perfumes?

"Tester" bottles are factory-genuine bottles with simpler packaging (white box or no box) sold by brands to retailers — they're real perfume sold at 20-40% below boxed retail. "Unboxed" means the outer box was removed or damaged in shipping. "Damaged box" means the box has visible dents or tears but the bottle is intact. All three are authentic; they're just sold at a discount because the packaging is non-standard.

Shipping

How fast do you ship?

Orders placed before 12pm ET on business days ship the same day from our Toronto warehouse. Orders placed after 12pm ship the next business day. Once shipped, delivery time depends on destination: Ontario 1-3 business days, other Canadian provinces 2-5 business days, United States 3-7 business days.

Do you offer free shipping?

Yes — free standard shipping on Canadian orders over $75 CAD. For orders under $75 CAD: Ontario $9.99, other Canadian provinces $12.99. United States free over $150 USD, otherwise $14.99.

Which carriers do you use?

UPS, FedEx, and Canada Post. The system automatically selects the fastest reliable option for your destination. PO Box and remote/northern addresses are routed to Canada Post.

Do you ship internationally?

We ship to the United States and most international destinations. Customs duties and import taxes for international orders are the customer's responsibility.

How do I track my order?

You'll receive a shipping confirmation email with a tracking link the moment your order leaves our warehouse. Most carriers update tracking within 24 hours of pickup.

What if my package is lost?

If tracking hasn't updated in 5+ business days, email support@brandswarehouse.ca with your order number and we'll open a carrier trace. We cover replacement on carrier-lost shipments.

Returns & refunds

What is your return policy?

30 days from receipt, unopened bottles in original packaging only. Return shipping is the customer's responsibility unless we shipped the wrong item or it arrived damaged. Original shipping cost is non-refundable.

What can't be returned?

Opened bottles (for hygiene and safety), tester or unboxed items (sold at reduced prices reflecting their condition), final-sale items, skincare/haircare/makeup, and gift cards.

How long do refunds take?

Once we receive and inspect the return (typically 2-3 business days), your refund is issued to the original payment method. Refunds appear on your statement within 5-10 business days depending on your bank.

What if my order arrives damaged?

Contact us within 7 days of delivery at support@brandswarehouse.ca with photos. We will cover return shipping and replace or refund at your choice.

Products & usage

What is the difference between EDP, EDT, and Parfum?

Eau de Parfum (EDP) has 15-20% fragrance oil and lasts 6-10 hours. Eau de Toilette (EDT) has 5-15% oil and lasts 3-5 hours. Parfum (Extrait) has 20-40% oil and lasts 8-12+ hours. See our full EDP vs EDT vs Parfum guide.

How long does perfume last after opening?

An opened bottle stored properly (upright, cool, dark) lasts 3-5 years. Light, heat, and oxygen are the main factors that degrade perfume. Keep bottles in the box to extend life.

Can I be allergic to perfume?

Yes. Common allergens include linalool, limonene, and certain aldehydes. If you have sensitive skin, patch-test on your inner wrist for 24 hours before full use. Spray on clothing instead of skin if you experience irritation. Consult a dermatologist if you have a known fragrance allergy.

How should I store my perfume?

Upright, in the original box, in a cool dark place (away from windows, radiators, and bathroom humidity). Heat and UV light degrade fragrance oils — especially citrus, oud, and floral notes. Never store perfume in the car or in direct sunlight.

What is the best perfume for a gift?

For a safe gift, EDP concentration in a 50ml or 100ml bottle. Top gift recommendations: Versace Eros (men), Calvin Klein Eternity (women), Hugo Boss Bottled (first cologne). Avoid extremely niche or polarizing fragrances unless you know the recipient's preferences.

Orders & account

Do I need an account to order?

No. Guest checkout is available. Creating an account speeds up future orders and lets you track order history.

What payment methods do you accept?

Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay, and Klarna installment payments at checkout.

Is my payment information secure?

Yes. All payments are processed through Shopify's PCI-DSS Level 1 certified payment system. We do not store credit card information on our servers.

Can I cancel or modify an order?

Email support@brandswarehouse.ca within 1 hour of placing your order. After that, the order may have already entered the shipping queue. We'll do our best but cannot guarantee cancellation once shipping begins.

Do you offer gift wrapping?

Not at this time. We are evaluating gift-wrap options for the 2026 holiday season.

Wholesale & business

Do you sell wholesale?

Yes. Volume orders for retail boutiques, hotels, gift shops, and corporate gifting are available. Email wholesale@brandswarehouse.ca with your business name, location, and estimated monthly volume for a quote.

Do you have a physical store?

Our warehouse is at 2921 Langstaff Rd, Concord, ON L4K 4W7. We are not currently open for walk-in retail, but local pick-up is available on request — please email or call ahead to coordinate.

Contact

How can I reach customer service?

Email: support@brandswarehouse.ca
Phone: +1 (647) 259-5845 (Monday-Friday 9am-5pm ET)
Address: 2921 Langstaff Rd, Concord, ON L4K 4W7, Canada

Do you reply to social media DMs?

Yes, but email is fastest for order issues. We monitor Instagram, TikTok, and Facebook DMs Monday-Friday during business hours.