Frequently Asked Questions ( F.A.Q.s )

In our FAQ section you will find a lot of useful information about ordering, shipping, promotions, products, etc. We’ve tried to answer as many questions as possible to all of your 'how', 'what' and 'why' questions.

If you still have a question we're always happy to help! Please don’t hesitate to contact us!

About Our Store

Do you have a retail store front?

Yes we have a showroom which is located in Vaughan, Ontario. Our address is 200 Edgeley Blvd, Unit 16, Vaughan, Ontario L4K 3Y8. Please check our hours before coming.

What is the currency shown on your website?

All of our prices are in Canadian Dollars.

Do you have a storefront or is your shop online only?

We have a retail storefront  located in Vaughan, Ontario. You are welcome to come shop and try out the products at our sample station! Please take a look at under Contact Us for our retail store hours. To arrange after-hours pick up please give us a call at (1-888) 391-8131 or send an email to support@hokeypokey.ca

Is everything on your website available at your storefront?

Yes! Everything you see on our website is available in-store. To check if it is in-stock, please try adding it to your cart, if you are able to add a product to your shopping cart, it means that we have this product in stock, if not, this means it is out of stock.

Are there multiple locations?

We currently have one brick and motors location in Vaughan, Ontario. But we ship all over Canada and USA.

Ordering Online ( Shopping, Shipping, Returns )

Why should I register an account?

There are several benefits to registering an online account:

* Easy access to Order History

* Ability to print invoices

* Possibility to Re-Order products

* Return / exchange without physical receipt

* Faster checkout

* Auto enroll to a reward program

Can I place an order over the phone?

If you would like to place your order over the phone please call during our hours and we will be more than happy to help you out Toll Free: 1 (888) 391-8131 Local & SMS: (289) 805-5545

What can I do if I forgot my password?

Use Forgot password? link in the Log in area. Type your email in the password recovery page and press the Recover button. You will be given a new one by email which you can change after you have logged in using it. You will need to use the email address that you have registered with us.

What methods of payment do you accept?

We have various different methods of payment online including: PayPal, Credit Card, E-Transfer. At our store we accept Credit Card, Apple Pay, Google Pay, Debit, and Cash.

How do I know if an item is in stock?

If you are able to add the products at your shopping cart it means we have them in stock. If the products are out of stock you will not be able to purchase them. But you can send us an e-mail and we will notify you when the item will be back in stock.

Do you support back orders?

No, we don’t support back orders. If you are able to add the products at your shopping cart it means we have them in stock. If the products are out of stock you will not be able to purchase them. But you can send us an e-mail and we will send you a notification e-mail when the item will be back in stock.

How secure is the transaction online?

We use an SSL connection for online payments. This means that all personal data that you have entrusted to us is encrypted. Because of this, others can never see your information.

How can I check the status of my order?

Please log in into your account and choose order details in your account navigation. You can see one of the following statuses:

*Pending: You will see this status if payment is not completed

*Processing:This status indicates that we received your order and we are working on it.

* Complete: This status is indicate that we received confirmation from Canada Post that your parcel was delivered

*Cancelled: It means that your order is canceled

To see if it was shipped check the Shipping Status in order details.

Why didn't I receive any email about my order?

It is possible that our e-mail(s) have ended up in your spam box. We advise you to check your spam filter settings and adjust them if necessary. If you didn’t find any emails please check your account to be sure that your order went through. Still have a problem give us a call or email at support@hokeypokey.ca

How do I remove my name from your mailing list?

You can click on the unsubscribe link in the bottom of our emails to get yourself removed. If you have any questions, please feel free to contact us.

How can I add another product to my existing order?

If you placed and paid for your order and need to add extra products to it. No worries you still can do it before we shipped your order. Because we don’t store any payment information for security reasons we will not be able to add products and charge your credit card automatically. To add more products to your existing order first check the status of your order to be sure that it wasn’t shipped. Then place a new order with the extra products you need. Choose “Pick up in store” as your shipping method . Don’t forget to send us an e-mail or add an order note at your shopping cart page to let us know in which order you would like us to add extra products.

How private is my information?

Any information we collect through the order process (name, address, etc.) will be solely used by us and will not be divulged to any other party. Please take a look at our Privacy Policy.

How can I reorder the products from my previous order?

Please login to your account. On a top navigation press My account. The side menu will appear. Press Orders, choose order details and press "Re-order' button. All the product(s) from the previous order will be automatically added to your shopping cart. Adjust qty and products and complete your purchase.

How long does it take for my order to ship?

If your order is placed before 12pm EST on a business day it will most likely be shipped out the same day, if it is placed after 12pm EST it will be shipped out the next business day. Please keep in mind we do not process any shipments on weekends and holidays. If you ordered any products which require shipping warmers during the cold season your entire order will be shipped only at the beginning of the week Monday, Tuesday, Wednesday (depending on shipping address) to guarantee arrival before the weekend. If you need your order by a specific date please contact us at support@hokeypokey.ca prior to placing your order to ensure that we can do the best we can to get it to you in time!

What postal company do you use?

We ship the majority of our orders with Canada Post. During the checkout process customers are able to choose different shipping methods offered through Canada Post (Expedited, Xpresspost or Priority). If you would like to ship with an alternative carrier please contact us at support@hokeypokey.ca and we can provide you with a shipping estimation using alternative company (Purolator, Canpar or FedEx )

How do I know if my order has been shipped?

You will receive a confirmation email with the tracking information when we create a shipping label. Also you will see that status for your order in order details in your account would be changed. If you do not receive an email please contact you.

How can I track my order?

After we ship your order we have no power over it’s delivery. You can track your parcel online via Canada Post website. The tracking number is available in the order details through your account settings. Also you should receive a shipping confirmation email with the tracking information from Canada Post. Please check your spam folder if you didn’t receive any emails. If you are not able to find tracking information or need any assistance please don’t hesitate to contact us.

Can my order be delivered to PO Box or Pickup location?

Most of our domestic parcels are shipped with Canada Post, which can deliver to your PO Box. If you would like to pick up your order at Canada Post location please sign up for Flex Delivery account and contact us with the information. Please note other shipping companies do not deliver to PO Box.

What to do if my order/products came damaged?

We do our best to package and ship your order. But unfortunately we have no control over your order during the transportation and delivery. If you have any problem with products please take photographs of the damaged box, contents and/or other packaging material as proof. Contact us as soon as possible and keep your order number at hand, so we will help you.

My order still hasn’t arrived?

If your order arrives after the expected delivery date, or has not yet been delivered and it is past the expected delivery date please contact us at support@hokeypokey.ca. We will contact Canada Post on your behalf, and create a service ticket. Once your order has been delivered, we will issue a gift card for the cost of shipping without tax - this gift card can be used towards any future purchase as there is no expiration date.

Canada Post website shows that my order was delivered, but I didn’t receive it?

There are a few reasons for the item marked as delivered and don’t be at your door. Before contacting us please check the community mailbox or an apartment mailbox, as not all addresses get delivered directly to their doors. Look for the parcel, locker key or a Postal Office notification card. If multiple people are leaving at the same address, ask your roommates if they receive any parcels for you. At the holiday season sometimes mail carriers marked all the parcels on the track as delivered before actual delivery, so you might see one day delay between status changed to delivered and actual delivery. If you checked all of the above and still don’t have your parcel please contact us and we will open an investigation ticket on behalf of you. If you are contacting us via email please leave your contact phone number, as the postal officer will want to speak with you directly during the investigation.

Do you offer International Shipping?

We do offer international shipping. For a shipping quote please send us an email at support@hokeypokey.ca with your shipping address and the list of the products you would like to purchase. After you choose the preferred payment method we will issue a PayPal payment request; the amount will be automatically converted to your local currency. Once payment has been received, the order will be sent. Delivery times vary by destination and delivery method preferred. You may have to pay customs or import charges, these are your responsibility.

Do you offer Free Shipping?

We offer Free Expedited Shipping on orders over $175 before tax. If your order qualifies, you will see this option at checkout under “Shipping Method”. Please keep in mind that Free Expedited Shipping cannot be combined with any other promos  and available only within Canada. 

What can I do if the products I want are not in stock or on your website?

If you don’t see the products you are looking for please send us an email at support@hokeypokey.ca so we can either provide you with an approximate restocking date, or if it is a new product, see if we can bring it into our store for you.

Can I return or exchange product(s) I bought ?

All returns and exchanges must be approved by e-mail before you mail the products back. Please check our Return & Exchange Policy for moe information.

When can I expect my refund to show on my statement?

Once the return has been approved and processed. The money will be refunded to the same payment method you paid for your order. Please allow 1-7 business days for the money to appear in your banking account you paid with.

Promotions and Discounts

How often do you offer Promotions?

We offer 10% off promotions quite often - mostly around Holidays. For upcoming promotions make sure to follow us on Instagram at @hokeypokeyshop and on Facebook: Hokey Pokey Shop. You can also check out our Newsletter  for upcoming promotions, new products, tutorials  and more!

My order is over $175 before tax, why is Free Expedited Shipping not available?

If your order is over $175 before tax and you do not see the option for Free Expedited Shipping please check if you applied any Promo Code. Our Free Shipping option cannot be combined with any promo codes, so if you would prefer the Free Shipping rather than the Promo Code discount, you will need to remove the Promo Code and free shipping will be automatically available.

Can I combine Rewards Points with Promotions?

Yes! You can combine Rewards Points with any Promo Codes and discounts! You can also combine Rewards Points with our Free Expedited Shipping!

My Promo Code / Gift Card doesn’t work?

Please check that you enter the correct/valid Gift card/Promo code at the correct field and don’t forget to press the “Apply Gift Card” /”Apply Discount” button at your shopping cart. If you are getting an error message or don’t see changes to your subtotal please contact us.

Can I use multiple Gift Cards towards my order?

Yes, you can use multiple gift cards towards payment for your order. Just type each gift card one at a time and press the “Apply Gift Card” button with every gift card entered. You will see changes to your total right away.

I forgot to apply the Gift Card to my order. What to do?

No worries, the Gift Card doesn’t have any expiration, so you can use it towards your new order. If this will not work for you please contact us to cancel the whole order and place a new order with the gift card.

I forgot to apply the Promo Code to my order. What to do?

Unfortunately, we can't change your order after it was placed. But please send us an email and we will issue a gift card for the amount of the discount, which you can use towards your next order.

Do you offer professional discounts?

The majority of our customers are professional make-up artists, face and body artists and businesses. That's why we try to keep our prices as low as possible and don’t have special discounts for them. We do however have coupons, promotions, giveaways which we run every other week! Please sign up for our newsletter or follow up on the social media to receive the latest deals and steals.

Workshops and Classes

Do you offer workshops?

We offer various different Face Painting and Balloon Twisting workshops. We offer a variety of programs for both beginner and advanced face painters and balloon twisters. For updates on our upcoming Workshops, please make sure to follow us on Facebook: Hokey Pokey Shop, and Instagram @hokeypokeyshop. Also check our schedule for individual and grouped classes.

Do you offer Private Classes?

We do offer Private Classes for both Face Painting and Balloon Twisting. We offer Private (one student), Semi-Private (two students), and Group Classes (3+ students). You can find pricing on our Private Classes section of our website. To book a Private Class please send us an email at support@hokeypokey.ca to check our availability and get more information.

Our Products

How should I store face paint?

After you finish painting, wipe paint with the damp cloth or slightly mist water and wipe with the dry paper towel. Leave your face paint container uncovered until it dries. Store the face paint covered in a clean, dry, dust free area out of direct sunlight.

Do you have a catalogue of your products?

No we don’t have a printed or digital version of the catalogue. All the products we currently carry you can find through the website navigation or search engine on the top part of each page.

Why are there cracks on my face paint cake? Can I still use It?

Sometimes water activated face paint cakes might develop cracks due to weather changes, like temperature and humidity. Please be assured that cracks or lines on the cake is not an indication of age or quality. Such cakes can be moistened and used as usual without any effect on performance. If your cake got multiple cracks just rearrange pieces to be back in line. Spray the paint 2-3 times with water. Let it sit for 3-5 minutes. Smooth paint with a sponge or brush. Repeat this process until the cracks are repaired.

Why does my face paint have white flecks on the surface? Can I still use It?

Sometimes water activated face paint cakes might develop white flecks on the surface due to weather changes, like temperature and humidity. . This is caused by the wax separating from other ingredients in the paint. Just take a clean brush and brush it off. This wax separation doesn’t affect the quality of the product.

Why does my face paint have some bumps on the surface? Can I still use It?

Sometimes water activated face paint cakes might have small bumps on the surface. This is caused by the paint not being thoroughly mixed during the manufacturing process. And due to weather changes it might create air bubbles. Manufacturers assured us that it doesn’t influence the quality of the paint and it will go away after first use.

Why is the colour of face paint/ split cake different from what I see online?

We try to use the most accurate and updated product pictures in our website, however their appearance on screen can widely vary depending on the device settings such as screen brightness or size of the screen, whether it is laptop, tablet or mobile. The actual product color might have slight variation from what you see online. Please note that sometimes a particular batch of makeup might have a slightly different shade than the previous batch.

I have very sensitive skin. Can face paint cause an allergic reaction?

All the manufacturers do testing on a regular skin, but some people in very rare cases might have a reaction. If you have sensitive skin or have a lot of different allergies it is recommended to do a test patch before using the product. To do a patch test paint a small dot on the wrist or behind the ears. If there is no reaction within 30 minutes, then the product can be safely used. Discontinue use if any rash develops. This is particularly recommended before first time use of any makeup or if you are prone to allergies. Please note that it is not recommended to use red paint for the patch test, as it might leave pink residue which can be mistaken for an allergic reaction.

Do you have additional safety information such as MSDS?

We have cataloged Material Safety Data from most of our vendors. Please click on the link below "MSDS" .

How can I remove face paint from the skin

We recommend washing your skin with a soft sponge, soap and water. First break the pigment with soap and then wash it off with water.. Do not use baby wipes with oils in them to remove the paint, the wipes can push the color into the skin and make it more difficult to wipe the paint off, it can result in staining the skin. After removal of face paints, some traces of color or stains might remain for a short period after washing, especially if worn for a longer duration. Some pigments (teal, dark green etc) might stain more than other pigments (white, pink, yellow, etc). To remove the stain we recommend using makeup remover for waterproof mascara, Ben Nye Remove it all, baby oil or coconut oil.

How much paint do I need to cover a full body?

This varies depending on the size of the model and the design. As a rule of thumb, a 4oz airbrush paint bottle can cover a full adult body and one - two 45gm water activated paints will cover a full body.

Why does the label of neon UV paints say prosthetic paint for hair and special FX use only?

The FDA and the EU both have never ending and ever changing laws as they pertain to labeling agreements and cosmetic guidelines. Because of this, face paints that contain neon pigments are still being officially third party tested by FDA and EU they are considered "use at your own risk" pigments. The main problem facing the neons is that they are very expensive for 3rd party tests and until that time they can not be officially labeled as 100% in compliance. The FDA does not approve paint, they only ban pigments. UV neon pigments are not banned at this time, they are only untested. So to properly label our products we have to list that they are not 100% in accordance with International cosmetic regulations.

Can I put face paint on my eyelids and lips?

Not all the colours can be used close to eyes or mouth. For example it is not recommended to use red, yellow, orange or purple face paints near the eyes and or using blue, green or purple face paints near the lips to avoid possible staining issues. On Neon Face Paints, avoid using around the eyes and mouth.

Will face paint stain fabric? How to remove it?

Face paints may stain fabrics. Try cleaning stained fabric with a product like Oxyclean or Master brush soap. Depending on the pigment some stains may be permanent.

Is there an expiration date for Silicone?

As long as the jar hasn’t been opened and exposed to air it should work just as expected and is completely safe. The contents of each jar should be thick, glue like consistency. If for any reason you open the jar and the product is solidified please contact us.

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