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FAQ

If you have a concern or question that we haven't addressed below, please email hello@byoganow.com and we'll be happy to help

  • About Us

    Are you a Canadian company?

    Yes! We are a proudly born, raised, and operated Canadian company.

     

    Where are you located?

    We have two Canadian facilities; one in Burnaby, BC and the other in Markham, Ontario. We also have a sales office in Los Angeles, California.

     

    We acknowledge with gratitude that this work takes place on the traditional territory of many Indigenous nations, including the Mississaugas of the Credit, the Anishnabeg, the Chippewa, the Haudenosaunee and the Wendat peoples (Markham); the ancestral and unceded homeland of the Hən̓q̓əmin̓əm̓ and Sḵwx̱wú7mesh speaking peoples (Burnaby); and the Gabrielino/Tongva peoples as the traditional land caretakers of Tovaangar (Los Angeles).

     

    How can I stay up to date on news, promotions, and events?

    To stay in the know, sign up for our newsletter at the bottom of our site! 

     

    How can I contact you?

    We’re here to help! Can’t find what you’re looking for in our FAQ below? Send us a message.

  • Ordering

    Where can I purchase my B Yoga products?

    All of our products are available for purchase online at www.us.byoganow.com! While we do not have a physical storefront, you can find our products at one of our many studios or retail partner locations. To find a studio or retail partner near you, check out our stockists' page, or reach out to our team at hello@byoganow.com.

     

    What if the item I want is out of stock?

    If a product you are looking for is out of stock, click on the product page, and enter your email address to be notified as soon as it becomes available! Limited edition products are seasonal, and may not return to stock. If you have further questions regarding discontinued items, please contact us through our contact form.

     

    Can I order over the phone?

    We ask that all orders are placed through our website directly. If you have a question about our products or ordering process, feel free to reach out to us at hello@byoganow.com.

     

    What payment methods are accepted?

    We accept payment via Amex, MasterCard, Shop Pay, Apple Pay, and Visa.

     

    Can I use multiple cards when placing my order?

    We can only accept one method of payment per order at this time.

     

    How do I use my discount code?

    To apply your discount code, proceed to check out and enter the code in the "gift card or discount code" field on the shipping page. Please note discount codes cannot be stacked with other promotions or events. Discount codes are only eligible during their promoted period and cannot be extended before or after. Only one discount code can be placed per order.

     

    If I missed the sale or forgot to add the code, can I still access the discount?

    We are unable to add discount codes or promotions to orders once payment has been processed and the order has been confirmed in our system. Discount codes are only eligible during their promotion period and cannot be extended before or after.

     

    How do I receive my 10% off for signing up for the newsletter?

    Once you’ve submitted your email address, you should receive an email to confirm your subscription to our newsletter. Once this has been confirmed, you will receive a subsequent email with a promo code, which will need to be added at check out for 10% off your first order.

     

    Can I edit the address on my order?

    Once an order is placed, we are unable to edit or make changes. If there is an address issue with your order, please email us at hello@byoganow.com with the details of the change, as we can try to update the address through one of our couriers. Please keep in mind that this process is never a guarantee and varies depending on the status of the shipment.

     

    Can I cancel my order?

    If you submitted the order before you were ready, we’ll do our best to help. Please reach out to our Customer Satisfaction team within 60 minutes of placing your order. Keep in mind that we are unable to edit or make changes to orders.

     

    Can I add to or change my order?

    Once an order is placed, we are unable to edit or make changes. Please reach out to our Customer Satisfaction team at hello@byoganow.com and we will do our best to find a solution.

  • Gift Cards

    Do you offer physical or digital gift cards?

    We only offer digital gift cards! Please note that gift cards are non-refundable. They are only valid if purchased directly from our store, byoganow.com, and we do not honor or re-issue gift cards that have been purchased from third-party sources.

     

    How do I send a gift card to the person I'm gifting it to?

    When you purchase a gift card from us, it will be emailed to the email address used at check out. You can then print it out, or forward it to the giftee's email address!

     

    How do I redeem my gift card?

    Every gift card includes a unique gift code that can be applied at checkout on the shipping page, under "gift card or discount code". This code can be found in the email confirmation you received when the gift card was sent to you!

  • Shipping

    How are orders shipped?

    Orders are shipped via Canada Post, Purolator, or UPS.

     

    How much does shipping cost?

    Shipping is automatically calculated at check out. We offer free shipping on orders over $50 before tax, and after any promotions or discounts have been applied. Please note that some country restrictions apply.

     

    Which regions are not eligible for free shipping?

    Orders shipping to the Yukon, Northwest Territories, and Nunavut are not eligible for free shipping, and instead, we offer a flat rate shipping of $30. This will be automatically applied at check out after entering your shipping details.

     

    Where do you ship to?

    We ship orders within Canada and the US. If you are interested in shipping internationally, additional shipping charges will apply. Feel free to reach out to us directly at hello@byoganow.com or check our stockists’ page, as we may have a retailer in your country!

     

    Where can I order your products in Europe?

    We work with a retail partner in Europe, www.greenyogashop.com, where many of our products can be purchased!

     

    Can I pay for expedited shipping?

    At this time we are only offering standard delivery service, and are not offering expedited shipping options at checkout.

     

    Do you offer curbside pick-up?

    We are unable to facilitate order pick up from our warehouse. Alternatively, you are welcome to purchase directly from one of our retail or studio partners. To find a studio or retail partner near you, check out our stockists page, or reach out to our team at hello@byoganow.com.

     

    How long will it take my order to ship?

    It takes approximately 2-3 business days for our team to prepare your order for shipping. Please see our COVID-19 Information Page for information on any possible delays as we do our part to keep our community and team safe during this time.

     

    My order has shipped but seems to be delayed. Why is this?

    Canada Post, UPS, and Purolator are processing and delivering a higher than normal volume of orders while implementing measures in order to keep their team and communities safe. Continue to keep an eye on your tracking number to follow the status of your order.

  • Returns

    What is your return policy?

    We are happy to return your B Yoga purchase as long as the product is unused, in its original packaging, and within 30 days of receiving the product. If you purchased your B Yoga products elsewhere, that establishment's return/exchange policy then takes effect. Sale items are final sales and are not eligible for return. Items that have been misused, altered, or improperly used are not eligible for return (ie. normal wear, scuffing, or creasing due to improper storage). Please note we are unable to refund initial shipping charges.

     

    How do I return my purchase?

    To return your product that was purchased online, please send an email to hello@byoganow.com with the subject "Return", and in the body include the details of and reason for your return. A member of our team will get back to you shortly with further instructions.

     

    What if the product I received is damaged?

    We are sorry to hear something has gone wrong with one of your B Yoga products. We strive to develop all our products to be of the highest quality, free of manufacturer defects. If you have a question about the quality of an item you received please send us an email to hello@byoganow.com outlining when the product was purchased, where, and images of the issue you are experiencing and a member of our team will assist.

     

    How long does it take to process a return?

    We're currently processing returns within 5-7 business days once your return reaches our warehouse. We are taking additional measures at our warehouse to keep our community, team, and partners safe which may cause delays in processing your return. Please feel free to reach out if you haven't heard about the status of your return after 7 business days.

  • Our Products

    Where are your products made?

    Our products are made with care around the world. For more information on where each product is made, click on the product, and scroll down to the specs to view where it’s made.

     

    What props do I need? 

    On each product page you will find a description of what it is used for and how it will support your practice. If you are still unsure of what you need, reach out to our customer satisfaction team at hello@byoganow.com, and a member will assist you in finding what you need to live your yoga!

     

    How do I care for my B Yoga products?

    For more information on how to care for your B Yoga props, click on the product page, and scroll down to “product care”. If you have any questions do not hesitate to reach out to our team at hello@byoganow.com.

  • B MAT

    What are The B MATs made of?

    Our traditional B MAT is made of 100% rubber with natural and synthetic components. The natural rubber used in our mats is inherently grippy and antimicrobial, making it perfect for a sweaty practice. The small amount of synthetic rubber is used to increase the durability and longevity of the mat.

     

    What is the lifespan of a B MAT?

    The lifespan of your B MAT will depend on how often you practice, your style of practice, and how you care for your mat. When cared for our mats are designed to support your practice for 2+ years. 

     

    Why is there a smell to the B MAT?

    We pride ourselves in not using harsh chemicals, finishes, or sealants on our mats. Any smell omitted from our mats is a result of the natural rubber used in the composition of the mat. This mild scent is most apparent first out of the packaging but will dissipate with time and increased air exposure.

     

    How should I roll and store my mat?

    When your B MAT is not in use, it should be stored indoors, away from direct sunlight. Direct sun exposure to your B MAT can cause UV damage and dehydration. Your B MAT can be used outdoors, however, it should never be left in direct sunlight for an extended period. When rolling your B MAT for storage, please roll it with the logo facing the outward, as this will prevent creasing or peeling in your B MAT.

     

    Can I practice or store my mat outside?

    It is best to avoid prolonged periods of direct sunlight, as sunlight can oxidize the rubber material of the B MAT, therefore, compromising its grip and colour. This can occur directly if left outside in the sun or indirectly through car/home/studio windows. If you have left your mat in direct sunlight we recommend wiping it down with a damp cloth of water to bring some hydration back into its surface. 

     

    How do I clean my B MAT?

    To clean the mat, gently wipe down with water and mild detergent and rinse. Wipe dry, lay flat and allow to air dry out of direct sunlight with the coloured side facing up. We suggest avoiding harsh chemicals or abrasives as this can compromise the integrity of the mat surface. Allow the mat to dry completely before use. Be sure to roll the mat with the B MAT logo facing out. 

    B MATs are designed to provide best in class grip to support your practice. We strongly suggest avoiding heavy sliding or movements that cause friction, as this may lead to the surface breaking down quicker and shorten the lifespan of your B MAT. 

     

    What if my mat is dusty?

    Dust is normal when you first start using your new mat. The surface texture of our mats attracts dust at first because of the grippy natural rubber. The dust attraction will dissipate after you’ve used your mat for a few weeks – all the more reason to get your yoga on! 

     

    What if there is discolouration showing on my mat?

    It is completely normal to see some slight variance in the colour of the mat, and it may result from the mat drying out after being fully saturated with water. We suggest allowing the mat to dry fully, out of direct sunlight, before rolling up. 

     

    What if there are some marks on the surface of the mat?

    It is completely normal to see some nicks or wear on the surface of the mat and part of this is a trade-off for the grippy nature of the mat. We recommend keeping the mat hydrated by wiping it down with water and avoid heavy sliding activities to minimize this type of wear. You may also notice darker spots on our lighter-colored mats which is completely normal.

     

    What is your warranty on the B MAT?

    There is a one-year warranty on all B MATs. Warranty is only in effect if the mat has been cared for following our Cleaning Instructions. Warranty will not cover damage caused by sun exposure, improper care, and maintenance, dirt or stains, normal wear or tear (such as marks where the hand or feet move during practice), or any alterations made to the mat. Mats provided under our warranty program are not eligible under this warranty.

  • Other

    Do you offer wholesale or studio pricing?

    If you are interested in our studio and wholesale program, please fill out an application form, and a member of our team will get back to you with more information.

     

    Do you offer discounts for yoga teachers?

    We are genuinely grateful for your interest in joining the B Yoga and Halfmoon community and for your commitment to helping people to live their yoga. If you’re a registered yoga teacher, please reach out to us at hello@byoganow.com.

     

    Are you interested in becoming an ambassador?

    For more information on our ambassador program, please fill out an application form, and a member of our team will follow up with more information on eligibility.