Frequently Asked Questions
We know you have questions...and we're glad to answer them! But first, if you don't mind, please take a look at the questions below and see if the answer you seek isn't already here. If it isn't, feel free send us an email
May I place an order over the phone?
We don't accept telephone orders at this time. It is our goal to keep our overhead as low as possible so that we can pass the savings on to our customers.
May I place an order without a PayPal account?
Yes. We use PayPal for credit card processing which gives you the option of using any major credit card or your PayPal account. Of course, setting up a PayPal account means you won't have to enter your information everytime you shop.
When will my order ship?
We ship all orders within 48 hours of receipt of order, Monday through Friday.
How will my order ship?
All orders are shipped via Canada Post. You have a choice of Expedited Parcel or Regular Parcel.
How will I know my order has shipped?
When your shipping label is created, you will receive an email. If you chose Expedited parcel, the email will also contain a tracking number.
Do you have a Minimum Order Value?
No, there is no minimum order required.
What currency are your prices quoted in?
All prices and shipping charges are quoted in CDN Dollars.
Do you offer a special discount to non-profits?
We will give a special discount to any non-profit with a mission that fits within the guidelines of our giving goals. Simply send us an email with your requirements, mission and proof of non-profit status and we get back to you with your discount rate and instructions for ordering.
What is the best way to contact you?
We respond to emails within 4 hours and telephone messages within 24 hours. Your best bet for fast response is always email.
What happens if I enter an order but abort out after I transfer to your credit card processor?
Any order that is placed and not paid for is cancelled. If you change your mind and want the merchandise, simply replace your order. If you add items to your shopping basket and don't actually confirm your order, your basket will stay on our system for the next time you login.
Can I cancel my order once it has been placed?
If your order has not yet shipped, we can cancel it for you. However, a 5% cancellation charge will be imposed to offset the charges of online payment gateways. However, we shall not be able to process a cancellation once your order has been shipped.
Does my credit card information get stored on your website?
Absolutely not, your credit card information is only on the credit card processors site and the only information that is relayed back to us is the status of "payment received."
Will you special order an item for me?
We are more than happy to attempt to special order any item for you. Just email us your wants and we will see if the product is available and let you know how long it would take to get it.
Do you charge sales tax?
All canadian orders will be assessed 5% Goods and Services Tax (GST) or 13% Harmonized Sales Tax (HST) as applicable. Orders to British Columbia will be assessed 7% Provincial Sales Tax (PST) also. There is no British Columbia PST on books.
I did not receive confirmation of my order or when it will be shipped. Why not?
ALL orders are sent a confirmation of purchase and you will also receive an e-mail when your product is shipped. Spam filters may block receipt of your notification e-mails.
How do I know how much shipping costs will be?
Shipping charges will be displayed during the checkout process after you enter your delivery address, and prior to entering your credit card information. Shipping charges are dependent on the shipping weight of the items purchased.
Do you ship internationally?
Yes, we ship internationally. International shipping charges vary depending on zone, weight, and delivery time. The shipping cost will be displayed during the checkout process, after you enter in your address, and prior to entering in your credit card information.
All international shipments are subject to customs inspection and assessment of duties, taxes, and fees in accordance with your country's national laws. Customs duties and taxes are assessed, generally, if the item sent is dutiable and if the value of the item is above the threshold set by your country's laws.
It is important to understand that, if duties and taxes are assessed on an item, they are collected from the recipient. Shipping and handling is charged to cover the cost of delivery only, and does not include charges assessed by customs in the destination country.
I have some pictures I would like to send to you
We are always interested and like to help everyone when we are able to, BUT due to the danger of malicious viruses * Please do NOT e-mail attachments to us without asking first *
I still have another Question?
Please E-mail us your Question now, and we will do our best to quickly and helpfully answer it for you.