FAQ

SHIPPING

1. What happens if I entered an incorrect address and my parcel is shipped to that address?
   
   Please contact us and let us know of the address error. We will do all we can to retrieve the parcel and forward it to the correct address. If we cannot retrieve the parcel, we cannot replace the order.



2. Do you ship outside of Canada?
   
   We only ship within Canada. However, if you have a friend in Canada who is willing to accept and forward your parcel on your behalf, you could place an order with their address as the “ship to” address. If you are ordering from the USA, please place your order with Madzay Color Graphics at www.madzay.com. Madzay will not ship orders to Canada.



3. Can I pick up my order instead of having it shipped?
   
   We are a mail order company and do not have a retail location that allows for customers to stop by. The address shown on our order form is a Post Office where all our mail is delivered.



4. How fast is Rush shipping?
   
   Rush shipping means that your order will take top priority and be shipped out ahead of the line. Your order will be shipped out either the day we receive it, or the next business day. Where you live and the amount of shipping paid will determine how quickly you receive your order. Please contact us for specific shipping information regarding your order. If you need your order by a certain date, please inform us.



5. What is your Regular shipping schedule?
   
   Our shipping schedule is 2 to 4 weeks. If you need an order by a certain date, either inform us of the date you require your order, or contact us to see what our shipping schedule is like. All orders that include items having the 2010 Yeartext on them, will be shipped mid November. Our shipping schedule is usually 4 weeks during November to January.



6. What delivery service is used to ship my parcel?
   
   We only use Canada Post to ship parcels.



7. Why is your shipping charge so high?
   
   We insure and take responsibility for every package that leaves us. If it doesn’t reach you, we replace it no charge. So, this is not just a ‘shipping’ charge, but freight and insurance as well. It also allows us to track the status of your parcel. If we sent a package through regular mail and it was damaged or lost, we would not be able to replace the order. Sometimes what we recommend is that a couple people join together on one order to split the shipping costs.



8. What happens when my parcel is to be delivered, but I am not there to receive it?
   
   The postman will leave a note in your mailbox that will let you know where and when you can pick up your parcel. Usually it will go to the Post Office closest to where you live. You may be required to show ID when picking up your parcel.



9. I want to place a small order, but the cost of shipping ends up being more than what my order costs, could you just put my order in an envelope and send it through regular mail?
   
   Not long ago, we had a minimum order requirement of $15 per order. However, we received many complaints that customers wanted the ability to place a small order below $15 and all said they would be willing to pay the shipping cost. So, we adjusted our policy to accommodate this request. We insure and take responsibility for every package that leaves us. If it doesn’t reach you, we replace it no charge. So, this is not just a ‘shipping’ charge, but freight and insurance as well. If we sent a package through regular mail and it was damaged or lost, we would not be able to replace the order. Sometimes what we recommend is that a couple people join together on one order to split the shipping costs.



10. What if I want my order shipped to another address?
    
    Make sure the “Ship To” information is correct. Any additional info can be added to the comments box. ie. The order is a gift (plus any message you want sent to the receiver of the gift), the order is going to your work address etc.



11. How can I track my parcel once it has been shipped?
    
    Canada Post will send you an email with the details of your shipment including a tracking #, so that you will be able to track the status of your parcel. Or, you can contact us and we can track the parcel for you.

RETURNS / EXCHANGES / MISSING ITEMS

1. What if I am not satisfied with a product and I want to return it?
   
   Please contact us first. We will give you a return authorization number that you will need to include in the returning package. You may return the item within 30 days of receipt of the order for a full refund, less shipping charges. The refund will be applied when we receive the item back in resalable condition.



2. What if I ordered the wrong product and want to return it, or make an exchange?
   
   If returning a product, follow the instructions from the question above. If you want to make an exchange, please contact us first. We will give you a return authorization number that you will need to include in the returning package. An exchange is $5.00. You will need to send the item back to us in resalable condition along with a payment of $5.00. Once we receive the product, we will ship out the exchanged item.



3. What if one of the items I ordered is falling apart after only a few months of using it?
   
   Please contact us. Deluxe Magazine & Tract Holders, Study Portfolios, Return Visit Binders and Deluxe Book Covers that become damaged through normal use within 6 months of receipt, will be replaced. Items left in extreme hot or cold temperatures or that have been abused are not eligible for replacement. Clear vinyl products will be replaced if found defective within 30 days of receipt of the order.



4. What if I received a damaged or defective product?
   
   Please contact us within 30 days of receipt of the order to arrange for a replacement.



5. What if I received an item I did not order?
   
   Please contact us for further instructions.



6. What if I am missing some items that I ordered?
   
   Let us know which items are missing. We will need your order # when you contact us.

ORDER / ACCOUNT INFORMATION

1. How do I delete, or change the quantity of an item in my shopping cart?
   
   Click on [more] beside the words ‘Shopping Cart’ on the right side of the screen. It will take you to a new screen showing all items you have ordered. To make a deletion, click on the icon at the far right side of that item. To change the quantity of an item, first highlight the number in the box, make the correction and then click on the arrows icon beside the box. When you are finished making changes, you can click on one of the options at the bottom of the screen.



2. I ordered an item with a “Special Shipping Rate”, but why does the total not reflect that?
   
   All orders are charged at the time of invoicing. Any changes to the shipping will be made when the order is invoiced.



3. How can I use my credit or add an amount owing from a previous order?
   
   You can add this information to the ‘Comments Box’, and we will make the necessary changes at the time of invoicing.



4. What if I want my order shipped to another address?
   
   Make sure the “Ship To” information is correct. Any additional info can be added to the comments box. ie. The order is a gift (plus any message you want sent to the receiver of the gift), the order is going to your work address etc.



5. What if I forgot my password?
   
   On the sign in page, click on ‘Password Forgotten?’. Follow the instructions and a new password will be sent to your email, or you can contact us and we can change your password.



6. What if I didn’t receive another password by email?
   
   Sometimes the email is sent to junk mail. If you do not find it there, please contact us and we will change your password for you.



7. After ordering online, how do I know my order was received?
   
   You will be sent a confirmation email. It will show what was ordered, the shipping information and you will be given an order number. If you do not receive a confirmation email, please contact us to make sure we received your order.



8. After ordering online, I noticed that some of my information/order is incorrect. How do I change it?
   
   Please contact us and we will make the necessary changes.



9. What if I want to add an item to an order I recently made?
   
   You can either email, or phone us with the addition. Please make sure you have the order # available when contacting us.



10. Why is my order pending?
    
    This means your order is either waiting to be processed, or is in queue to be shipped.



11. What should I do if my address or email address has changed?
    
    Please let us know, so that we can make the changes to our office records. You will also have to make the changes to your online account the next time you log onto it. If you decide to set up a new account, please let us know, so that we can delete the one no longer in use.

MISCELLANEOUS

1. Why do you not take phone orders?
   
   Our goal is to provide the fastest, most efficient service possible to our customers. If we were to accept telephone orders, the time it would take to process orders would greatly increase. Also, due to accuracy issues, we prefer to have orders in writing.



2. Do you accept Paypal?
   
   Not at this time.



3. Can I pay by Cheque or Money Order?
   
   You can only pay with MasterCard or Visa when ordering online. You can pay with Cheque or Money Order with orders sent through the mail.



4. What can I do if I am having trouble fitting a clear vinyl book cover on my book?
   
   We recommend you warm the covers over a vent, or with a hairdryer. This usually makes them more pliable and easier to fit onto a book. If it is still a problem, please give us a call. It could be that the product is defective, or you may not have the right size cover for your book.



5. What is your privacy policy?
   
   Customer information is never shared with anyone or any other company. See Privacy Notice for details.