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Frequently Asked Questions


Processing time

Our processing times may change without further notice.
We are currently processing orders in 7 working days.

International Orders

We are currently accepting orders from USA. The Free Shipping offer from order over $29 is available within Canada and USA only. 

The Rate charged for the flat shipping $8.99. Flat-shipping fee applied if order is under $29.

Order questions

What is Thinka Canada return & exchange policy?

You can find our policies on our website footer, or by clicking here.

How to Edit or Cancel Online Orders

Functionality coming soon.

Currently we ask our customers to get in touch if cancelation or change is needed.

I received an "Out of Stock" notification

If you received an "Out of Stock" notification for your order, the EC (E-Commerce) team can assist you further in one of two ways:

Contact and ask for refund or replace the item (with same price or higher). For higher price we will charge directly to the card provided on the order. The shipping will be adjusted as necessary.

Cancel your original order and assist you in placing a new order with us with the existing promotions you received

If an out-of-stock items bring the order below the shipping fee, we will not charge extra for shipping, unless the shipping was incorrectly stated (due to technical issues).

Request to Change Online Order Pickup Location

If you would like to change your online order for pickup location or vice versa, please contact us ASAP at +1 (604) 298-2231 or at Please let the customer service know your Order ID. And you will a notification on the email phone number provided.

Items in my package arrived broken or damaged.

Customers are responsible for reporting any damages or issues with their order within 7 days of the arrival of the package by sending an email to with the following information:

Full Name
Order #
Product name
Quantity of damaged items

Clear photos of the following:
- the damage on the item(s)
- the tags/stickers
- your invoice

A member of our team will assist you as soon as possible.

My package tracking number shows it was delivered but I have not received anything.

THINKA customers who place an online order at for delivery are responsible for notifying our Online E-Commerce (EC) Team within 7 days of arrival regarding any issues found with their order. 

If customers receive a tracking update that their order was delivered but it is nowhere to be found, please first check with any neighbours, doormen, concierge, building security, or mailbox personnel who may have picked up your parcel. Please also check around your property, building, or unit in case the package was left there by mistake.

If, after searching, the parcel is still not found, please contact our EC team at and include the following information:

Order #
Tracking number

Please confirm if you have checked around, you’re building and with your neighbours or staff in your building

Contact details - phone number, email, full name

We will contact the courier on the customer's behalf and open a service ticket or trace case to investigate the whereabouts of the package. The courier will try to contact you to confirm receipt of the package. Please ensure you follow up to ensure a successful completion of the investigation. It may take up to around 2 weeks to receive updates from the courier, especially during peak periods. Once the investigation is complete, our team will move forward with an appropriate resolution. We thank you for your patience and apologize on behalf of the courier for any inconvenience caused.

Please note that THINKA is not responsible for any delivery decisions made by the courier after the order is shipped out. The EC team may request couriers to not safe drop packages or to request signature upon delivery for security reasons. (Please add this information on notes)

Customers are responsible for receiving their packages in a timely manner after delivery has been made. If couriers choose to leave a notice card for pickup due to inability to deliver for whatever reason, customers are responsible for picking up their packages at the courier's designated pickup location. Please inquire with the courier if someone can pick up on your behalf.

Customers may call the courier to try to attempt re-delivery (but may be subject to additional charges). THINKA is not responsible for any incorrect delivery addresses and does not alter addresses before shipment without customer confirmation (unless it is to specify a city to a borough/town as required, e.g., Toronto > North York). 

* Packages returned to our THINKA locations due to incorrect, incomplete addresses, or inability to deliver with no pickup made at the designated pickup office will be refunded.

Where can I find my tracking information?

Customers who place orders for delivery on will receive an automated email and/or SMS confirmation with their order tracking number once their order has been shipped out. If customers use the Shopify Shop app, they can use the app or order confirmation email to keep track of their order.

Customers must ensure to check their junk and spam folders if they have cannot find the email notification in their main inbox. Customers will also receive an additional email from the courier with a general timeline for their delivery. 

Please note that once parcels are shipped out, it becomes the courier's responsibility to successfully deliver the package to customers. THINKA cannot control situations like courier delays or failed delivery attempts that result in the package being returned to our location.

If customers still cannot find this email or SMS message, or if you have any other questions or concerns, please send an email to our online team

Bulk Order

Orders with single SKU quantities of at least 100 pieces OR with a subtotal of at least $1000 (per single SKU) are considered Bulk Orders. Customers who are interested in placing a bulk order with THINKA must inquire beforehand in writing by emailing with the following information:

Customer Name
Company Name (not required)
Contact Details (Phone Number, Email Address)
Requested Item Name(s)
Quantity (per item)
Pickup (Brentwood Mall at Burnaby, BC) or Delivery (please indicate shipping address)

 If you have any questions or concerns regarding our Bulk Order Policy, feel free to email us.

Can I place an order over the phone or by email?

Unfortunately, we do not offer order requests over phone or email, but we’ll be happy to check stock and reserve a specific product.

Online, Stores and Inventory questions

Does the online inventory match in-store inventory?

THINKA’s Brick & Mortar locations and Online store currently use 2 separate systems to track inventory. Unless clearly indicated as an "online-exclusive" item (not promotion), all products on share inventory with the Brentwood location. Currently, THINKA Canada Online does not have a dedicated warehouse to fulfill online orders, but we hope to offer this service in the future.

Because two separate systems are used to track inventory, the online team takes time to manually update the online inventory several times almost every day to reflect updated in-store inventory, notably when new shipments of products arrive. Unfortunately, situations arise where we receive a large quantity of an item, but an in-store purchase may deplete the overall inventory immediately. The online team has taken measures to mitigate this issue as much as possible and to prevent situations like this from arising; our team acknowledges that this is not a perfect process, and we sincerely apologize for any inconveniences caused. 

All placed orders on undergo an initial inventory confirmation check. If a placed order is not fulfilled within 72 hours and it is not a peak season (e.g., holidays), it is most likely due to this issue. A member of our team will personally reach out with alternatives wherever possible. We sincerely thank you for your understanding.

Can you inform me about the quantities of a particular item in store?

To get information regarding specific items in specific locations, please call the store you intend to buy and ask for the product you are looking for. You can find contact and working hours information of each store on our Contact Us page.

Do you have physical Store in Canada?

We have 4 physical stores in Canada, British Columbia.
You can check full location info here.

4567 Lougheed Hwy #17A
Burnaby, BC - V5C 3Z
(604) 298-223

1363 Guildford Town Centre,
Surrey, BC V3R 7Z1
(604) 951-8171

Unit 1180 - 4151 Hazelbridge way
Richmond, BC V6X 0A4
(604) 298-2231

1424-6551 No.3 road
Richmond, BC - V6Y 2B6
(604) 285-128

Prices and Discounts

Birthday Discounts

Currently, THINKA Canada does not offer any birthday discounts of any kind. However, this request has been passed on to the relevant teams for further consideration. To be informed of the latest updates, you can sign up for our weekly newsletter, through our website or stay tuned to our social media channels (Facebook, Instagram, and Tiktok)

Does Thinka offers gift cards?

Thinka offers gift cards as an option for our online store, not for physical store. The online gift card can’t be used for any in-store purchase.

Prices instore and online

The prices that we offer at our physical store may vary from online store due to shipping and handling fees. Any promotion and discount offer from online cannot be used at any physical store.

PPE Products Questions

Does thinka mask contain graphene?

Our masks do not contain any graphene or biomass graphene, you can find the primary material on the product description or on the certificate that comes with the masks.

Where the Thinka masks are made?

Our masks are made on China and manufactured by Guangzhou Yu Ran Mo li non-woven products CO., LTD

What is the difference between masks ASTM L1 and ASTM L3?

The image bellow compare Procedure masks Level 1 and Level 3 and how they differ.

Do the masks have any expiration date?

The mask will expire in 3 years from the manufacture date.

Does the hand sanitizer have any expiration date?

All Thinka hand sanitizers expire on April 2025.


In-Store Issues & Feedback

If you experienced an issue in-store or have feedback to share regarding a specific THINKA location, please use our contact form or email the online at Please provide the following details and we will escalate your feedback to the relevant teams for further consideration:

Your Name
Contact Details (Phone number, email)
Location Visited
Approximate date/time

We thank you for your understanding and cooperation.

I can’t find the health license number

Click here or search for Medical Devices Establishment Licence Listing on google.

On the page, type our licence number 12163 and the click on “search” button.

Order not placed OR no order confirmation email, but card was charged OR card charged several times

When customers go through the checkout pages to place their orders, sometimes orders will not be placed successfully due to issues with the billing details, but customers may still end up seeing a charge debited from their card.

 To clarify, thinka only charges your card in the final stages of processing, when we've confirmed your inventory, packed your order, and your order is ready for pickup or for shipment.

 If your order ends up not going through successfully, and you see this charge on your card, please allow around 10 business days for it to expire and be removed from your billing statement.

All successful orders placed at our website will receive an order confirmation email in their inbox. Please ensure you check your spam/junk folders, and please double check that you're inputting your correctly spelled email address before you complete the checkout process.

For successful orders placed, this temporary authorization hold will expire 10 business days after your order has either been cancelled (you would receive an order cancellation email) or fulfilled (i.e., when we charge your card in the final stages of processing).

If the authorization charge still appears on your billing statement after this time, please inquire with your card company for more details on their processing times.