Frequently Asked Questions


Once I make a purchase, when do you ship the Order?

We typically send out orders within the same Day of your purchase date if the order is placed before 2pm. If not it will be shipped out the next morning. You will receive an e-mail notification as soon as your order has been shipped out of our warehouse. 


May I place an order over the phone?

If you have any issues placing an order online, feel free to contact us at 1.514-865-3810. Our phones are always available to answer any questions between the hours of 9AM to 5PM EST.


What can I do if I want to change an order that was already made?

If you placed an order and would like to make any changes, you can call us at 1.514-865-3810 or e-mail us at pompom@chrldr.com.  If your order has not been shipped out of our warehouse yet, we would have to cancel the order and you would have to place a new one. However, if your order has been shipped already, we cannot make any changes.


Are transactions safe on the CHRLDR  website?

CHRLDR  is proud to offer you a completely secure shopping experience.  Our site is authenticated by Geo Trust, which means that all confidential or other information related to your credit card is encrypted and coded by the SSL protocol.  We do not store any confidential information on our server. 


I Put the wrong shipping address, or made a mistake on my order. Can you change it?

If you receive an order confirmation email and notice a mistake with the order, please call us at 1.514243.0740. If it’s after business hours, leave us a clear and detailed message with your name, phone number, and your order number (if available).


Where do I enter my promotion code?

When placing an order with CHRLDR, select the items you wish to purchase and enter your promotion code within the code box found within your shopping bag at the top right of the page. Click the apply button and the relevant discount will be applied to your order.


My promotional code does not work?

Verify that no minimum purchase amount is required to use promotion rebate. Enter the promotional code at the intended location in the shopping cart, you will then see the rebate applied to the subtotal of your order.  If you are still facing issues please feel free to email us at  pompom@chrldr.com  


I am having problems accessing or buying from your website?

We apologize if you are having problems with our website. Please Contact Us and one of our customer services representative team will be able to help you. To help us solve the issue for you, please include as many of the following details as possible . Do not worry if you are not very technical or are unsure about any of the below; just give us as much information as you can: 

- What operating system you use (e.g. Windows Vista, Mac OS X) 

- Internet Browser (e.g. Internet Explorer 8, Firefox, Safari, Chrome) 

- What URL you were trying to access (e.g.www.chrldr.ca or .com) 

- A description of the problem and what time the problem occurred 

- If you get an error message, please include it in your message to us 

 Please note If you are using a computer at your place of work, you may also wish to check that they haven’t blocked access to certain websites as part of their policy for personal computer use during working hours.


Why has my card payment failed?

 We’re not able to specify why card payments fail as the payment process involves both our systems and your bank’s. In the first instance you should double check you’ve entered all the details correctly, that you are using a card which has not expired, and that your billing address has been entered at checkout exactly as it appears on your bank statement. If your billing address is incorrect it will cause your payment to fail – this is a security measure banks put in place to protect your security. If all else fails then please try an alternative card for payment.