Frequently Asked Questions 

1. What are your hours of operation? 
We are open 10:00 am-6:00 pm EDT 7 days a week.

2. Where are you located? 
We are located at 174 Main Street, Wasaga Beach, Ontario, Canada and our corporate office is located at 552 Queen St. West, Toronto, Ontario, Canada. Contact Us

3. There's a colour, size, flavour or brand I like, but you don't carry it.
Contact a Sunshine Girl at 1-877-422-1154 or email info@sunshineonacloudyday.ca and we can look into it for you.  Because some of our products are hard to find, we may not always have your choice of colour, size, flavour or brand in stock. Please check back often, because we are always getting more cool stuff!

4. If I sign up for the newsletter, will I get spam?
No! We value our customers privacy and you will only be contacted by our Corporation Hands Of Time Inc. Our goal is to provide customers with the newest products, current promotions and any other information we feel is relevant.  We do not disclose customer information to any third parties or sell customer lists like other companies might. We are committed to ethical marketing. We do not harvest emails, send spam emails, spam search engines or use any unethical means to get traffic to our website.

5. What online payment methods do you accept?
We currently accept Visa, MasterCard, American Express and PayPal. We take fraud very seriously, so to protect our customers we fully monitor and report all suspicious activity.  Prices are in Canadian (CDN) dollars, to calculate your cost in a foreign currency click here.

For credit card or PayPal purchases, the name and billing address must match the information attached to the credit card or PayPal account. If not, the order cannot be processed until the proper information is received. This is for your safety and ours. If you wish to ship your order to a different address (as a gift for example), please provide this information in the “Ship To” section.  Once we receive payment, we will process the order and you will receive an order confirmation by email. If we have any questions, we will contact you by email or phone.

6. Where do you ship to?
We ship all over Canada and the United States and most International Countries. We also offer free standard shipping for orders to Canada and the U.S of $200.00 CDN or more before taxes. There is an entire page dedicated to shipping information, for more information click here.

7. Does the web site sell the same merchandise that the store does?
We do have some products that are sold only in store and we have some products that are exclusively in the online store.

8. When will my credit card be charged?
Your credit card will be charged once you complete your purchase. Once we receive confirmation of payment from your credit card company, we will then ship your order.

9. I haven’t received my item. Who should I contact?
All orders are processed Monday through Friday, but are not processed or shipped on weekends or holidays. Don’t forget to allow 1 business day for order processing. If you still think your order is missing in action, use your tracking number on the Canada Post/UPS website that was sent to you via email.

10. Can I order by telephone?
Of course you can! You can call us toll free at 1-877-422-1154 between the hours of operation 10:00 am-6:00 pm EDT 7 days a week.

11. Is your site secure?
Yes, all private credit card information is encrypted across a secure line. You can learn about what encryption we use click here.

13. If there is a product that is currently unavailable, can I place a back order?
You can contact a Sunshine Girl toll free at 1-877-422-1154 and we can see when that item is slated to come in or if you would like us to order it in for you. We require a 50% deposit for any items special ordered for a customer.
           
14. Can I change my order after I have totaled my sale?
Yes, you can hit the "Shopping Cart" link and add or delete items before you finalize your purchase. Just make sure you only click the "Submit" button once. This will avoid any duplicate charges.
              
15. Do I have to pay taxes on my purchase?
Yes, sales tax is calculated according to Canadian Tax Laws based on the Province in which the order is being shipped. The tax calculation shown online is only a quote. There are situations where this quote will differ from the total charged. But don't fret; the difference between the two is usually no more than a few cents.  Once your order is finalized, the sales tax will be re-calculated based on Provincial tax rates. For shipments outside of Canada, customers may be responsible for paying taxes in their own countries. For U.S and International orders, you may be responsible for customs duties and/or taxes.

16. How do I know if my order went through?
There is an easy way to verify that your order went through. If you received an order number your order is being processed.

17. What is your return policy?
We do not provide refunds only exchanges and store credit. 
Please refer to our Return Policy. 
               
18. How do I send something back?
Please refer to our Return Policy. 

19. What is an RMA number?
When you have an item to return or exchange, we issue you a Return Authorization Number (RMA#). Sunshine on a Cloudy Day refers to this number as an RMA.                   
       
20. Can I split the payment for my order between PayPal and another form of payment?
Sorry, no. If you're using PayPal, you won't be able to use any other form of payment on that order.

21. How do I return or exchange something if I've paid for it with PayPal?
As with any return or exchange, if you contact a Sunshine Girl they will help you through the process. Click here to view our Return Policy and get started.

22. Can I pay with PayPal over the phone?
Sorry no, you won't be able to place PayPal orders over the phone, but you can call in an order and use your credit card.

23. Can I add items to my PayPal order once I've submitted it?
Sorry again. Once you have submitted your PayPal order, it's set in stone. You can always place another order with us though.

24. Why isn’t my PayPal payment going through?
Check to see that the billing addresses for your Sunshine on a Cloudy Day order and your PayPal account match. If they do, check the rest of your PayPal account info for errors, including your current balance.

25. Why doesn't the Canada Post or UPS web site recognize the tracking number for an order I placed?
Your tracking number won’t be recognized until approximately 24 hours after your order has shipped. This is the time needed for their online tracking system to update. Try tracking your package again the following day and follow it to your front door. If you are still having problems, please Contact Us.

26. What happens if a product is cancelled on my order?
The bad news is if an item is cancelled from your order, it means the item is sold out or no longer available. The good news is that you will be contacted by a Sunshine Girl to discuss your options.

27. Why haven't I received an email regarding my order?
There are usually two reasons why you are not receiving our email notifications. You may have an outdated email address on file or you may have a spam blocker that is filtering out emails from our system. Make sure to keep your user information current. Also, try turning off any spam blockers that could be preventing our messages from getting to you. If you still have problems, feel free to call a Sunshine Girl toll free at 1-877-422-1154 or email info@sunshineonacloudyday.ca   

28. I purchased socks, intimates, bathing suit or lingerie and it doesn't fit, can I exchange it?
Sorry, no. All intimates, socks, bathing suits and lingerie that are purchased are deemed final sale.

29. How will you notify me if there is a problem with my order?
We will notify you by either phone or email, so it’s important that your email address and phone number is accurate and current.
 
30. What is a "verbal authorization" and why do you need one for my order to ship?
A brief conversation with a Sunshine Girl is sometimes necessary to verify credit card information. This is known as a "verbal authorization" and it protects cardholders from unauthorized purchases. If you receive an email requesting a verbal authorization, please give us a call toll free at 1-877-422-1154 so we can get your order on its way.

31. If I return merchandise, how long will it take to receive my store credit?
We'll process your store credit as soon as we receive your returned merchandise and it is in the condition it was sent to you in.
Please refer to our Return Policy. 

32. Will I be charged shipping if I only purchase a gift card?
Yes, but the charge is not much at all. It would be the same if you purchased a greeting card from us, unless the denomination was $200.00 CDN or more, then the shipping is free.
 
33. I received a Sunshine on a Cloudy Day gift card; can I use it in your online store?
Absolutely! You can even use the gift card at the physical and online DUSK and DUSK Deals stores.

34. How much is left on my Sunshine on a Cloudy Day gift card?
To find out how much is left on your Sunshine on a Cloudy Day gift card, call a Sunshine Girl toll free at 1-877-422-1154, she’ll be happy to give you your balance. Also, you can check your account balance at the check out in store and online.

35. What happens if I use a gift card but an item on my order is sold out?
You will be contacted by a Sunshine Girl and she will offer to hold your order until the item is available, ship your order incomplete or you can choose a substitute product.

36. Do you ship orders overseas?
Yes, we ship orders all over the world. All order communication can be done via email or by calling a Sunshine Girl toll free at 1-877-422-1154. It’s very important that your email address is current. Please make sure to double-check your shipping address too. Your phone number is required; it helps in case there is a delivery problem so we can contact you to let you know. To view our Shipping Policy click here.
   
37. What shipping methods are available?
To view our different shipping methods, please visit our shipping page click here.

We reserve the right to change the terms, conditions and/or policies on this website or modify any features of this website at any time without prior notice.  Any changes to our terms, conditions and/or policies will become effective upon our posting of the revised terms, conditions and/or policies on the site. Use of the site following such changes constitutes your acceptance of the revised terms, conditions and/or policies then in effect.