Contact
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Offplanet is a small operation. The fastest way to reach us is email — we read everything and reply, usually within a couple of business days.
Addresses below open your mail client. We use the same outbound path as our hosting stack (SendGrid relay). If a message bounces or sits delayed, retry after a few hours or open a ticket on billing.offplanet.ca so we can match timestamps to the server queue.
Who to email
- Seller applications, hosting, billing portal, account issues: support@offplanet.ca
- General questions, partnerships, press: hello@offplanet.ca
- Orders, refunds, missing or damaged items: orders@offplanet.ca
- Privacy, data-access requests, GDPR/PIPEDA matters: privacy@offplanet.ca
- Legal notices, IP complaints: legal@offplanet.ca
- Security reports: security@offplanet.ca — please include reproduction steps; we acknowledge within 72 hours.
Selling on Offplanet Shop
If you’d like to open a store, use the seller application form rather than cold email — it asks the right questions and you get a confirmation reference. We review every application by hand. On our side, new applications are stored securely; when email delivery is configured (SendGrid), the same submission can notify support@offplanet.ca so nothing sits only on a server log.
Mailing address
We don’t publish a mailing address by default to keep spam down. For any matter that genuinely needs paper (legal notices, court documents, formal complaints), email legal@offplanet.ca and we’ll respond with the correct address.
What we don’t have (yet)
- A phone line — every previous attempt ended in fraud calls; we may add one in future.
- A live-chat widget — same reason. Email keeps a paper trail for both sides.
- A physical storefront. The whole point of the mall is that it’s online.
Response times
- Orders / refunds: within 2 business days, usually faster.
- Privacy requests: within 30 days, often within a week.
- Security reports: acknowledged within 72 hours.
- Seller applications: within a few days; if a fit, we follow up for an onboarding call.
If you don’t hear back
Mail occasionally fails for reasons unrelated to either of us. If a week passes with no reply, try a different address from the list above. If still nothing, contact your bank (for refund disputes) or a public authority (for privacy matters) — we’d rather hear from you twice than miss your message.
Questions about this page? Get in touch. See also Terms, Privacy, Refunds.