Frequently Asked Questions
Your address says Portland Street, but where are you?
Our official address is 53 Portland Street, but our entrance is actually located just OFF of Portland Street in the private parking lot between The Portland Street Creperie & New Scotland Yard Emporium. If you’ve found the Lawtons or RBC Building we are directly across the street. When the weather cooperates we have our sandwich board out on the street, but your best bet is to look for our bright blue pillars!
Is the shop accessible?
YES! Our front entrance has a dual sided ramp, the best way in is from the mural/parking lot end. The turn can be a bit tight but we are always happy to help with the door (just give a little knock if you need a hand!) and we have made an effort to make our retail space wheelchair, scooter & stroller friendly.
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 $200 (pre-tax).
Do you sell gift cards?
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.
Holiday 2021 purchases may be exchanged until January 12, 2021. The shop will be closed for walk in customers – please email firstname.lastname@example.org to arrange a time to complete your exchange.
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.