Frequently Asked Questions

Privacy & Trust

Why Candid Clean Corp.?
Our company is based on the core principle of transparency. We do not believe in cutting corners when it comes to doing honest business. We promise to always be “Candid” about shortages and authenticity of personal or medical protective equipment. Your trust in us is paramount. We keep your personal information secure using encryption. We will try not to spam you. As you feel empowered by our products, share your thoughts with us and we will give you a voice. Stay protected. Make the healthy choice. Save Canadians and the world.

How do I edit my account information?
It’s super easy to keep your account information up-to-date. Login. Click your name and Select “View Personal Information” and follow prompts to complete the changes you want to make. To make any changes to the email address associated with your candidclean.com account or to close your account, it is necessary to contact our Customer Care team directly.  Reach us by email at customercare@candidclean.com and we will respond to your inquiries within 2-4 business days. 

Forgot your password?
We will send you a reset link via email for easy access back into your account. Try to auto-save or keep your password in a convenient place in case you forget and don’t want the hassle to reset.

 
Ordering

How old do I have to be to purchase products?
Only adults (18 yrs +) can place orders. Not an adult by law?  Have a parent or guardian make your purchase for you.

Is my order subject to tax?
You will be charged tax based on the destination province or territory that your order is being shipped to. You can see the tax amount when you complete your order. Orders shipped to the USA are not subject to any tax but may be subject to customs and duties on delivery. 

How do I know that my order has been received?
You will receive a confirmation notification email. A follow-up email will tell you that your order has been shipped. Track your order to stay informed of your package’s whereabouts. If your order was not delivered as promised, please get in touch at customercare@candidclean.com. Didn’t receive an email confirmation for your order? Check your “Spam” folder. Alternatively, login to candidclean.com and follow-up on your order status. 

When will I be charged for my order?
You will be charged as soon as you checkout your cart.

How do I view the status of my order?
Order status is updated via email or by login to your account. Feel free to get in touch with us for any customer service related questions or inquiries at customercare@candidclean.com). Have your order ID and personal verification details ready to share with us so we can find your products quickly.

Can I make changes to an order that has already been placed?
We are unable to add items to an order, after it has been placed. We can, in some cases, edit the shipping address information or remove an item(s) associated with an order. Please limit these requests during COVID-19. 

Once an order has entered the processing stage, we are not able to guarantee that amendments to an order will be possible. Email customercare@candidclean.com to let us know of issues and we will try to assist as soon as we can.

 How can I ensure that I do not lose the items in my cart?
Always login to your candidclean.com account and add items to your shopping cart. If you do not purchase items in one sitting, they might still show up in your care the same day but then will disappear. Follow prompts to purchase items quickly to ensure timely delivery and product stock.

The item I want to purchase is sold out. What do I do now?
We are trying our absolute best to bring you essentials for you to remain healthy and protected. Sometimes, unforeseen circumstances delay our shipments. Please be patient. We will remain Candid with you and keep you in the loop. As soon as products are available, we will notify you. Enter your email address on the product page to Pre-Order and always make sure you pay attention to stock and product availability windows. We will do our best to keep you healthy and safe.

Do I need a candidclean.com account to place an order?
Yes. Stay in touch with us. Make your life easy by having all your order and tracking information stored for you on our site.

 Where can I find my order history?
Login into your account and browse your order history for details.

Shipping

Where do we currently ship?
We ship to all locations in Canada. 

Do we plan to ship outside Canada? 
By July 2020, we will be shipping to Continental United States through Canada Post and our international partner, DHL.

What shipping method do we use?
Our standard “Economy Shipping” is free for qualifying orders. Economy Shipping will deliver your package using standard shipping methods. “Express Shipping” is a premium service that is provided by our shipping partners. After leaving our distribution centre, our shipping partners will prioritize your package and work to deliver it as quickly as possible. We appreciate your patience during COVID-19 and encourage you to track your order before you contact us.

How long will my order take to arrive?
We are dedicated to being Candid about our stock and shipping timelines. Stay informed about items on our individual product pages and make sure that you try to get your order in during the product availability windows. All orders are shipped within 2-5 business days of receipt. Once your order leaves our warehouse, the estimated delivery time is in the hands of the Canada Post. Due to COVID-19, shipping times may be longer. Be Patient. Stay Safe. Get in touch if your order doesn’t arrive when expected.

How do I track my order?
You will receive an email update once your order is shipped with your tracking information. Alternatively, you can also retrieve your tracking info from Order History once you sign-in to your account. 

What are my Shipping options?
At checkout, you can choose regular or expedited parcel.

Can you return your items after purchase?
Protective equipment is considered personal. For hygienic reasons, we do not accept returns on any purchases made. If you happen to receive a defective product, please get in touch with customercare@candidclean.com so we can offer you a replacement or a coupon for another purchase on our website. For more details, see Clean Policy + Candid Promise

Payment

What methods of payment do we accept?
You can use Visa, MasterCard, or American Express on our site. At this time, we are only servicing Canadian customers but will soon be shipping to the Continental US.

What happens when your payment gets declined?
If your payment fails during the Checkout process, please refresh your browser and try again.