Frequently Asked Questions

Your address says Portland Street, but where are you?

We have MOVED! We’re no longer tucked away at 53 Portland, you’ll find us just a few blocks up the street at 137 Portland Street now – across from May Garden and in the same building as Cafe Good Luck, Custom Curves, Power Promotions & Hiltz Shoe Repair. We have street signage so we’re easier to spot!

 

Is the shop accessible?

YES! There is a slight hump on one side of our entryway where the sidewalk has settled that we’re hoping to fix in the Summer of 2021, but for strollers and mobility devices there should be space to enter around it. Please knock on the door or window if you ever need a hand with the door and we will be happy to help you. Inside the aisles are well spaced to allow room for moving around. We also have a small space designated for feeding or changing babies or for anyone needing to take a sensory break.

 

I came to visit, but you were closed!

We prioritize our employee’s health and safety, as well as our own work-life balance as we have a young family. Sometimes circumstances beyond our control, including illness, late buses, weather, or family emergencies mean that we are unable to get the doors open. We do our best to communicate this on social media in a timely fashion.

Is Local Pickup Available?

We offer pick up from our front entrance ramp for local orders placed through our website. See something on social media that’s not listed online, please contact us and we can work out the details to get that order to you! We are now offering Shopping By Appointment as well! 

Do you ship?

We are now offering flat rate, Canadian shipping, through CanPar and Canada Post. Please see full shipping terms here. For shipping to the Territories please contact us before ordering so we can confirm the best shipping rates for your purchase.

All packages are shipped in recycled packaging. Free shipping for orders over $150 (pre-tax). 

Do you sell gift cards?

We don’t offer gift certificates instore or online.

Pre-existing store credit is not currently available for use online.

What is your return policy?

We want you to love your purchase, so if something isn’t the right fit and you’d like to exchange it we are happy to help you find something new, or offer a store credit for a future visit. 

Due to the unique nature of our goods, and to help us plan community donations we are unable to offer full refunds on purchases. All exchanges must have a receipt and take place within 15 days of purchase.

Sale items, food, seasonal, earrings & select bath and beauty products are not eligible for the same return policies, please see in store or your receipt for details.

How come you aren’t offering consignment opportunities?

We offered consignment for 3.5 years, and time and again found it to be incredibly time consuming and difficult to maintain inventory this way. Despite making several changes to our approach over that time, and found the challenges and time involved remained constant and to make the business as a whole viable for us at this time we need to simplify our operations. We are happy to help you transition your business to wholesale, find more information on our Maker Applications page. 

How do I find out about workshops & events? Can I rent the space?

[Workshops & Events Currently Paused due to COVID-19] Social media (@trainyardstore Facebook or Instagram) is the best way, or by checking the website or in store listings regularly. A mailing list for events is also on our long-term goal list.
We aren’t currently offering our Community Space for rent as we’ve grown to need it for storage & order packing. It is still available as a quiet place to change or feed little ones if needed, We hope to relaunch our Community Space, better than ever in 2021. 

Have a question that hasn’t been answered here? Use our contact page to connect with us.