Customer Service
Orders & Payment
Can I change my order?
Once your order is placed, it cannot be changed. The reason for this is we send orders directly to our warehouse as they're submitted to ensure the fastest delivery time possible. If you have any questions/concerns, please e-mail us at info@stlo.com
What are my payment options?
We accept Visa, MasterCard, Visa Debit, PayPal. We cannot split payments between credit cards.
Will my credit card be charged immediately?
Your card will be charged immediately in order to reserve product. Everything is warehoused in Toronto at our distribution facility and will be shipped out within 2-5 business days of placing your order.
Where can I get assistance if I am having difficulty ordering online?
Our STLO team is able to assist you with any difficulties you may have regarding your purchases. We are available to connect with 9 am – 5 pm (ET) Monday through Friday. You can send us an e-mail us at info@stlo.com
You should receive a response within 24 hours.
What happens if an item is out of stock?
If an item you have ordered is no longer in stock, you will be contacted by our team via phone or email within 24 hours. One of our representatives will be able to provide more information on when we expect to have the item in stock. You will also have the option to refund or exchange the product. Our representative will be able to assist with any questions and concerns you may have.
Returns and Exchanges:
We are unable to accept a return/exchange the item if the STLO QR code for the item has already been registered, as the hang-tag will be damaged and/or removed. Please advise us of any return or exchange request prior to registering your STLO code(s).
How do I make a return?
Prior to sending a return or exchange back to our facility, please e-mail info@stlo.com with the following information:
Name on order:
Email on order:
Order #:
Date order was placed (must be within 5 days of delivery date):
Reason for return:
The customer is responsible for return shipping costs, however, if you opted for an exchange, STLO will cover the costs to ship you the replacement
In-Store Returns: If you purchased a product in a store that carries STLO, you will have to follow that stores return policy. We will not accept returns online if you originally purchased it from a retailer.
Online Returns: If you purchased a product online and wish to return it, please follow the requirements below:
- All returns must be made within 5 days of the delivery date.
- Merchandise must be unwashed and unworn.
- Hangtags must be attached.
- A ‘Return Request’ e-mail must be sent to info@stlo.com
- DO NOT send item back before receiving a reply from info@stlo.com
- All garments are subject to inspection.
- Return shipping costs are non-refundable.
Can I make an exchange?
We can exchange the item for anything still available on our site in your desired size.
When will my purchase be refunded?
Refunds are issued upon return tracking number being provided for return shipment or failing that, upon receipt of return. You will be notified via e-mail that the refund has been processed. Please note that banking institutions may require additional days to process and post this transaction to your account.
Are there any items that cannot be returned/refunded?
At this time, all of our products can be returned/refunded unless the STLO code has already been registered.
Shipping
Your order will be processed and shipped within 2-7 business days of your order being submitted. Please note that remote locations will require an additional 2-5 days for delivery, for all shipping methods. Please note that shipping time may vary by province.
Which carriers are used to ship orders to Canada and the US?
We use the most economical carrier for each order placed based on its size, weight and shipping address. We offer complimentary shipping for orders over $100 within Canada (before taxes are applied).
All orders are shipped standard via ground delivery postal service.
All orders shipped to P.O. boxes or rural postal/zip codes will be delivered by Canada Post. You will be able to track your order through the couriers’ website.
What are STLO’ hours of operation?
Our distribution centers are closed on weekends and for all statutory holidays, this may affect the processing time of your order. If you have any questions about the delivery date of your order, please contact us via e-mail at info@stlo.com
Can I expedite my order for a special occasion?
If you wish to expedite your order, please contact us at info@stlo.com
What are the Shipping Costs
Depending on the item(s) you purchase and the destination of your order, your shipping costs will vary. Your shipping costs will be calculated during checkout based on the weight and destination of your order, and will automatically update during the checkout process prior to the completion of your order.
Tracking Orders
When will my order be shipped?
Once your order has been shipped you will receive an email from us containing a tracking number. If you don't receive this email within two days after your order has been placed, please reach out to info@stlo.com
Who pays for customs charges?
If your order is being shipped to a destination outside of Canada or the United States, STLO will not cover any customs tax or duty charged on your order.
(Note: This policy will change as we grow!)
Sizing
What are your sizing details?
You can find our sizing charts on all of our product pages.
Privacy & Security
How do I know my personal information is safe and secure?
We’ve taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. Secure Socket Layer (SSL) encryption is used for every transaction to encrypt the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair, so that your computer and our servers send data back and forth in an encrypted format.
Privacy Policy Click here for our privacy policy
Privacy Statement
This statement summarizes STLO INC. policies regarding personal information that may be collected or submitted to us through the website of www.shinethelighton.com ("Website") or via any other means of collection.
Your Privacy is Important to STLO INC.
STLO INC. respects and upholds the confidentiality of information and the privacy of individuals and is committed to user, visitor and customer privacy to the STLO web site at www.shinethelighton.com Because we gather important information from our users, visitors and customers (collectively "Customers" or "you" or "your"), we have established this Privacy Policy as a means to communicate our information gathering and dissemination practices. By accessing this Website, you acknowledge and agree to this Privacy Policy and also agree to the Terms of Use.
Information We Collect
We may require Customers who visit our Website and purchase products on our Website (collectively the "Service") to give us contact information, which may include but is not limited to the Customer's name, company name, address, phone number, email address, cookies, IP logs, billing information, billing name and address, credit card number, and other information as detailed below under "Personal Information" (collectively "Personal Information"). Besides the Personal Information, we may also collect other information regarding your use of the Website. From time to time, we may also collect or ask for additional Personal Information, which will also be expressly included herein as Personal Information. You can opt out of providing this additional information by not entering it when asked or not using the Website, although not providing it may hinder your ability to use the Website.
You may also have the ability to update or remove your Personal Information by logging into the Website and editing your Personal Information within your profile (to the extent one exists). However, archival or backup copies of said information will not cease to exist and STLO INC. shall not be liable for any problems in this editing process.
Information collected is used to provide and maintain the Website and is used at STLO INC. discretion. This Information can also be used to contact you to further discuss interest in our company, the services we provide, and to send information regarding STLO INC, its partners, its products and other activities such as promotions and events. You may be invited to receive email correspondence by providing an email address. Your email address and any Personal Information will not be distributed or shared with third parties unless it is to transact such business as you have contracted us to do, to comply with legal processes and/or law enforcement requests, or to conduct any business as STLO INC., in its sole discretion, deems reasonable.
STLO INC. may also email (or send via other methods) information regarding updates to the Website, newsletters, advertisements, or other correspondence. You will have an opportunity to unsubscribe to any emails or mailings by clicking on an "unsubscribe" hyperlink contained in such promotional emails or by emailing us at info@STLO.com. Despite unsubscribing from such list, STLO INC. may send confirmation emails if you order online and may need to contact you by phone, email or regular mail with questions or issues concerning your order. Any opt-out by you is not deemed valid until processed by STLO INC. STLO INC. shall not be liable for problems arising from the opt-out procedure.
We acknowledge that you have the right to control how your Personal Information is collected and used.
Personal Information
The type of Personal Information that may be collected or submitted to STLO INC. includes, but is not limited to the following:
- Your name, current address, age group, email address, telephone/cell phone number and fax number;
- Information about your visit to the Website, which includes the date and time of your visit, the pages accessed and the documents retrieved;
- The type of browser used when you visit our Website, and
- Any personal correspondence, which includes emails
- Other information you provide is not required by us but may assist with responding to your request more effectively.
Why Do We Collect Personal Information?
STLO INC offers various products and services to our Customers and also strives to meet the needs of our Customers. We use your Personal Information for internal purposes such as tracking your order, analyzing your preferences, and noting trends and statistics. To do this effectively, we need to collect certain Personal Information.
The Personal Information We Collect From You
All Personal Information we collect from you requires your consent, for example, opening an account, purchase and delivery of products, special offers, etc. We may request your consent from time to time to take part in improved product performance or for marketing purposes that we think will be useful to you. However, unless you are informed otherwise, the Personal Information we hold is for establishing and managing our business and customer relationship with you. Sensitive information is subject to greater restrictions and governed by law.
By communicating with STLO INC., including by email and by completing online forms, you are giving your consent to the collection of what Personal Information you provide.
You have the right to anonymity and do not have to supply us with information. However, if you choose not to provide the information and we need to fulfill your request for a specific product, we may be unable to provide you with that requested product.
Keeping a Record of Personal Information
Depending on the product you have acquired, it may be necessary to keep a record of the transaction for business purposes or to enable us to respond to your concerns.
We may hold Personal Information for the following purposes:
- Internal accounting and administration;
- To supply you with information about your account including regular statements;
- To respond to inquiries;
- Enhancing customer service, product options and to improve product performance;
- Promotions, competition entry forms, redemption vouchers, and special offers where you voluntarily supplied your personal details;
- To administer sales records;
- To provide information about us, our products, services and special offers; and
- To analyze our website usage.
Occasionally we require organizations outside STLO INC. to provide a service for purposes, which are necessary for us to conduct our business, functions and activities (for example advertising names of competition winners and delivering products). We take all steps to ensure these organizations both inside and outside of the United States deal with Personal Information according to this Policy.
Our Disclosure of Your Information/Security
Although STLO INC. uses industry standard practices to protect your Personal Information, due to technical limitations, WE DO NOT REPRESENT, WARRANT AND/OR GUARANTEE THAT PERSONAL INFORMATION WILL REMAIN SECURE. Therefore, we cannot and do not guarantee, and you should not expect, that your Personal Information or private communications will always remain private. Notwithstanding this, as a matter of policy, we NEVER sell or rent any Personal Information about you to any third party.
The following describes some of the ways that your Personal Information may be disclosed and you expressly agree that your Personal Information may be disclosed by STLO INC. in the following ways:
- Advertisers. We may internally gather data across all of our Website's visitors and keep a record of your usage habits. As a result, we may disclose some limited, non specific Personal Information to third parties for marketing and promotional purposes. However, in these situations, we do not disclose to these entities any information that could be used to identify you personally. Certain information, such as your name, email address, address and telephone number are NEVER disclosed to advertisers.
- Cookies. When you visit the Website, our server may attach a small data file known as a "cookie" to your hard drive. This enables us to analyze usage patterns on our Website in order to tailor it to our users' needs. Cookies are safe and cannot be used to deliver a virus. Cookies only identify your computer to our servers when you visit our Website. Most web browsers are set to accept cookies. If you do not wish to accept cookies, you can refuse the transfer of cookies to your computer's hard drive by adjusting your Internet browser. Without accepting a Cookie, you can browse through our site, but you will be unable to establish a shopping cart session and make a purchase on-line.
- Legal Requests: STLO INC. may lawfully disclose your Personal Information for law enforcement or regulatory purposes.
How We Manage Your Personal Information
You may have contact with us personally, by telephone, mail, over the Internet or other electronic medium. We take all reasonable steps to keep your Personal Information secure in a combination of secure computer storage, hard copy files and other records. We take steps to protect the personal information we hold from misuse, loss, unauthorized access, modification or disclosure. You have the right to access the Personal Information you have provided to us. If you require details of your Personal Information held by us, we will need to verify your identity before meeting your request, which we will process in a reasonable time. If you find that the information we hold about you is inaccurate or out of date then we will promptly correct it upon receipt of the changes from you.
As far as permissible under law, STLO INC. accepts no responsibility for the unauthorized access of Personal Information held by STLO INC.
Children's privacy
The Children's Online Privacy Protection Act imposes certain requirements on web sites directed at children under 13 that collect information on those children, and on web sites that knowingly collect information on children under 13. www.shinethelighton.com is not directed at children under 13, and does not knowingly collect any personal information from children under 13.
Changes to Our Privacy Statement
From time to time, it may be necessary for us to review and revise our privacy statement. We reserve the right to change our privacy statement at any time and to notify you by publishing an updated version of the policy on the STLO INC. website at www.shinethelighton.com.
How To Contact Us If You Have A Problem Or Complaint
If you have any queries in relation to this policy or its administration or if you would like more details of the type of personal information STLO INC. holds, for what purposes, and how we collect, hold, use and disclose that information, please contact STLO INC at info@STLO.com
Additional Information
This Policy is part of the Terms of Use of the Website and any use of the Website is governed by those Terms of Use.
