Order Questions
Q:
How do I contact you?
A: Please click on the
link.
Q:
Is it safe to shop online?
A: Yes, if you use our
secure online shopping cart. Occassionally it will tell you that there are
unsecure items on the page, and do you want to view the unsecure items. Yes.
This is just a few of the images, everything else including your information
is secure.
Q:
Do you ship overseas?
A: Yes, as long as your
credit card information is correct and can be verified.
Q:
Do you have a retail store?
A: No, we are strictly mail order only. Our
expansion plans call for a retail store in the next 3 months to a year, but until then
it is strictly by mail order only.
Q:
I placed my order a while ago, how can I find out what is going on with it?
A: At the time of order you received a confirmation
email that included a link to your order. By following the link you will be
able see the current status of your order.
Q:
When I placed my order the price was $25.99 each, and now I see that the
price is only $19.99 will you refund the difference?
A: No, once the order is placed it will be processed
for what was charged at the time. Our prices are subject to change without
notice.
Q:
Do you offer discounts for quantity purchases.
A: Yes, please email us
the items and the quantities that you are interested in and we will
calculate a price. Also, we will soon be launching a
Wholesale/Special
Volume Discount Site, which will have a order minimum of $100.00.
Payment Questions
Q: I
noticed that your main address is in Canada, why are the charges on my
credit card in US Funds, not Canadian Funds?
A: At this time the majority of the Credit Card
processors for online businesses are in the US, and until a Canadian company
can offer us everything that the US companies do, we will continue to
operate in US Funds only.
Q: I
placed an order and my credit card has been charged but I haven’t gotten my
order what is going on?
A:
Depends –
·
Your order has shipped but you haven’t received it yet.
·
Your
order has been cancelled, and your credit card company hasn’t released the
authorization for funds yet.
Q:
I placed an order and the online order status shows that the order was
Cancelled – Extended Back Order. What does this mean, and why is there no
credit on my credit card statement?
A: Cancelled – Extended
Back Order. Occasionally a supplier will back order a back order and it will
take months for them to supply and deliver. If that happens we will cancel
your order, and notify you as soon as we have received delivery, or have
found another source. At that time you are given a chance to re-order. And
if an order is cancelled, the credit card company has been instructed to
release the authorization on funds. It won’t appear as a charge and a credit
on your statement because we haven’t actually charged your card, all we have
done is instructed them to release the held funds.
Shipping
Questions
Q: How
can I tell if my package has been shipped?
A:
At the time of order
you received a confirmation email that included a link to your order. By
following that link you will see the status of your order. And tracking
information if available.
Q: Do you offer Gift Wrapping?
A:
Unfortunately no. Shipping from Canada
means a package will probably have to go through Customs, and as Customs
may need to open and inspect the
package, gift wrap would be wasted.
We will ship items to gift recipients, but please be advised that we have to claim the value on
the outside of the package.
Q: I paid
for Air Shipping to get my item quickly, and my order didn’t arrive in the
time listed on the order, do I get the difference between the Air & Surface
refunded?
A: No,
the delivery times are just a guideline, and due to stock restrictions,
occasionally an order can’t be shipped immediately, and it can take longer
than the time specified. If you ordered the item to be shipped Air, then it
will ship Air as soon as it is available to be shipped.
Q: I am
overseas, and I ordered the item with Air shipping, and it was shipped
Surface, do I get a refund for the difference.
A: No, the shopping cart charges for overseas are
sometimes under-estimated on heavy items. If the shipping paid won’t cover
the service requested, we will use whatever the fastest service is for the
money paid.
Q: I paid
$6.98 for shipping, and the package only reads $4.98, do I get the
difference refunded?
A: No, charges such as signature confirmation or
insurance won’t show on the package receipt but have been charged on the
shipping, so we don’t refund any differences.
Q: I am
in the US and paid $8.98 for shipping, but the package shows that the
shipping charges were $10.98 should I expect an additional charge on my
credit card?
A: No, we will only charge you what was listed at
the time you placed the order. Unless we contact you in advance and warn you of
a problem before we process it.
Q:
I received an package, but it wasn’t my order, what do I do?
A: Sometimes mistakes
are made, after all we are only human. Please return it to us, and we will
see that you get the correct order.
Q:
I was shipped the wrong item, if I return it do I get charged the restocking
fee?
A: No, if we shipped the wrong item we will correct
it, and refund the return shipping charges that it cost you to return it to
us.
Q:
There is a tracking number on my order status page, where do I go to check
that tracking number.
A: Please go to
www.usps.com or
www.canadapost.ca and enter the tracking number as the item number (that
number will work for either site), if you don’t get a response please check
www.ups.com.
Return
Questions
Q:
How do I return an item?
A: The bottom of your
order invoice shows the address to return it to.
Q:
How long does it take to process a refund?
A:
After receiving a return, the processing time of 2-3 days,
but it may take up to 3 weeks before the credit appears on your statement
(depending on when your cut off is).
Q:
I returned an order but the credit hasn’t shown up on my credit card. Whats
happening?
A: Depends –
·
You
haven’t allowed enough time for it to appear
·
We
haven’t received your return
Customer
Service Questions
Q:
I have sent 2 email messages, and I’m not getting a response. What’s going
on?
A: Do you have spam
filters on your email?
Q:
I have tried phoning you, and it says that the phone number is disconnected,
how do I reach you?
A: We have thousands of
pages on our site, and hundreds of ads on other sites, so it is possible
that you have somehow gotten the old phone number from before
our move. Please call 604-888-9299.
Q:
I have tried phoning 604-888-9299, and can’t get through. I also can’t leave
a message because the voice mail is full. What is going on?
A: WE ARE SWAMPED! We simply can’t handle the volume of requests we get every
hour. By the time we clear the messages off the voice mail it is full again.
You’re fastest response is to send an email.
Q:
I sent an email but I haven’t heard back yet, how long does it take?
A: It is estimated that
we are currently 7 days behind in returning emails.
Q:
I have been reading for months that you are swamped, how much longer is this
going to go on?
A: Hopefully not much longer. We are expanding and
training new staff now, but the more time we spend on training the farther
behind we get on our orders.
Q:
Why don't you just hire more people?
A: We've tried. We have
spent a lot of valuable time training new people only to have them quit
because they can't take the pressure. The loyal employees that we have are
incredibly hard working, but they can only pack so many boxes an hour.
Q:
Why don’t you just hire an answering service to answer your phone?
A: We have, 3 different companies, but they have
all quit after only a week. They all cite their reason for quitting as “too
many rude and abusive callers”.
Q: If I sent you a message asking what the best price
is you can do on an item, what would you do?
A: Not answer. We have a hard enough time keeping
up with customers who are willing to pay our listed prices, and it wouldn’t be fair
to them for me to take the time to respond to someone who is only a
potential customer and simply fishing for a discount.
