FAQ

Is iSpy Clothing a "good fit" for my family?

What is the condition of your merchandise?

iSpy carries a range of NEW and SECONDHAND goods. We rank, and fully disclose the condition of all merchandise. Please consult individual product listings for information about the condition of each individual piece.

Useful terminology when shopping our site:

NEW: These are brand new items for which iSpy Clothing is an official retailer. Items marked NEW are not secondhand.
NWT: Secondhand items that are still new with tags.
NIB: Secondhand items that are still new in the box.
NWOT: Secondhand items that appear to be new, but are without a tag.
EUC: Excellent used condition, meaning freshly laundered and free of stains, rips, fading, or damage.
GUC: Good used condition, meaning freshly laundered and free of damage, but with minor signs of wear.

When will my order be ready?

Orders are filled and either shipped, or made available for free pick-up in 3-5 business days. You will receive an email update at each stage of processing: Awaiting Fulfillment, Awaiting Shipment, Shipped or Ready for Pickup. Contact us for the pick-up bin address.

How much will shipping cost?

FREE Shipping on orders over $75 in Canada (provinces)

FREE Pick-Up 24/7 in the west end

FREE Local Delivery to these Toronto west-end 'hoods: Junction Triangle, Oakwood Village, Junction, Roncy, High Park, Parkdale, Swansea, Bloor West Village, Kingsway, Sunnylea, Etobicoke (postal codes: M6C, M6E, M6H, M6K, M6N, M6P, M6R, M6S, M8V, M8W, M8X, M8Y, M8Z, M9A, M9B, M9C) Please note that we can only guarantee delivery to houses, townhouses, condos and apartments with a concierge where packages can be left. deliveries cannot be co-ordinated for specific appointment times.

$10.99 Flat-Fee Shipping to any province in Canada

$29.99 Flat-Fee Shipping to Canadian Territories

$39.99 Flat-Fee Shipping anywhere in the contiguous U.S.A.

Do I qualify for Free Delivery?

IMPORTANT: we can only guarantee delivery to houses, townhouses, condos and apartments with a concierge where packages can be left. Deliveries cannot be co-ordinated for specific appointment times. After one attempt, orders will be returned to our free pick-up bin and you will be emailed pick-up instructions.

FREE West End Toronto Delivery is available on any orders to: The Junction Triangle, The Junction, Roncy, Parkdale, High Park, Bloor West Village, Swansea, The Kingsway, Sunnylea, Wychwood and surrounding are (Vaughan to Bloor, west of Bathurst) and Etobicoke. Here's a map of our local delivery zone:

*NEW* PILOT PROJECTS:

FREE Monthly East End home delivery! At checkout, postal codes from the DVP to Warden, south of St. Clair / O'Connor will have the additional choice of free home delivery on the LAST FRIDAY OF THE MONTH. To be included, orders must be placed before midnight on Tuesday. Orders placed after this cutoff will be included in the next month's free delivery route. To get your order faster, take advantage of our free shipping/delivery of orders over $75+, or select our flat-fee Canada Post shipping for $10.99, or FREE 24/7 Pickup from our workroom location at 18 Elliott Avenue, in the Kingsway.

FREE Rosedale/Summerhill/Midtown/North Toronto delivery days! Sometimes, we're in your area for family events, and when that happens we like to offer you a treat: free home delivery days! Your shipping options will indicate the next free delivery day.

What forms of payment do you accept?

Our secure online checkout system accepts VISA, Mastercard and PayPal. At checkout, you can also choose to pay by E-Transfer sent to info@ispyclothing.com

Do you accept returns?

Doesn't Fit / Changed My Mind: Returns/exchanges can be dropped off or shipped back to us for a full refund, less shipping and a $5 restocking fee. If returns are made within 30 days, refunds will be issued using your original method of payment.

If your order qualified for free shipping outside our free delivery zone, and the items returned drop your order total below the $75 free shipping threshold, then our flat-fee shipping charge of $10.99 will be retroactively deducted from your refund, to cover our initial shipping costs.

After 30 days, your refund will be issued in the form of credit to your iSpy account. Note: occasionally a single item will be priced so low that returning it doesn't make sense, given our $5 restocking fee. In this case, either pass the item along to a friend, or include it with your Trade Up items for iSpy, to receive credit for the item.

Damaged Goods: While every effort is made ensure that our resale merchandise is in excellent condition, we recognize that occasionally an item may need to come back. We offer a 100% money-back guarantee on items having damage not disclosed in the product listing online, excluding shipping fees. Damaged items do not need to be returned. Simply email us a photo of the damage, and we will process your refund.

Returns/exchanges can be shipped back to us, or dropped off 24/7 in our bin. Contact us for address.

What if things go on sale right after I place an order? What if I forget to apply a sale or discount code?

iSpy issues a number of sale, discount and referral codes throughout the year. Our newsletter members receive 15% OFF codes each month, for example. At any time, you may sign up for our newsletter and receive a $10 thank you code, as well as the next monthly code when it comes. Want the current month's code faster? Email us at info@ispyclothing.com and we'll get it to you ASAP. Unfortunately, discount or referral codes missed at the time of order cannot be applied retroactively.

What's inside your Baby Bundles and Capsule Wardrobes?

Baby Bundles contain 10+ pieces of baby clothing, in the same size range. Size ranges available are 0-3M (contains pieces marked NB and 0-3M,) 3-6M (contains pieces marked 3M and 3-6M,) 6-12M (contains pieces marked 6M, 9M and 6-12M,) 12-18M (contains pieces marked 12M and 12-18M) and 18-14M (contains pieces marked 18M and 18-24M.)

Outfits are sets of 2-3 pieces that came to us from different sources, but were made for each other! Our customers tell us that a major barrier to secondhand shopping is ending up with individual items that don't match. We've heard you, and created our Outfits collection!

Capsule wardrobes are collections that mix-and-match, to make a variety of great outfits. Each Capsule Wardrobe contains pieces that co-ordinate to create a great style. Capsule wardrobes not only save you money on your child's clothing, but make it easier for kids to be independent at getting dressed and putting pieces together in the morning on their own!

Want to build your own outfits or capsule wardrobe? This colour chart will help! Our intake team uses this chart to describe the colour of items we list online. Does peach go with blush? You bet! It pairs well with lavender too, in our opinion. Hope this helps: