Policies

Shipping

Packages are usually dispatched within 1-2 business days after verification of payment.  Our usual method of shipping by standard delivery is via postal service which takes approximately 7-20 business days.  Orders may be divided in order to accommodate air parcel services or because we are shipping from different warehouse locations or a particular item in the order is on back order.

If applicable duties and taxes may be collected by the carrier, and are to be paid by the recipient.  We do our best to minimize the possibility of duty and taxes being charged by using the postal service where ever possible and packaging shipments with minimum monetary allowances in mind.

Shipments may require carriers outside of the postal service (DHL, EMS, UPS, FedEx, etc) and may be used at our discretion.

Any duties and applicable taxes collected by the carrier are the responsibility of the customer.

Returns and Refunds

If an item needs to be returned to us or if you are seeking a refund on merchandise to be returned this must be requested within 30 days of placing your order.  If an item is delivered damaged from shipping you must contact our customer service department within 24 hours of delivery.  Please contact our customer service department through our Contact Us page.  Customer service will issue a RMA (Return Merchandise Authorization) number and additional instructions for return shipping. Once the returned items have been examined by our returns department a refund or credit to your account will be issued.  Unfortunately we can not refund/credit shipping costs and/or any applicable customs duties.  Please note that due to security reasons we can not refund payments made by bank wire transfer, certified cheque or money orders.  For these methods of payment we can only credit your account.

Cancellations

If you desire to cancel an order, you MUST do so BEFORE the order is shipped.  Cancellations made after an order is shipped will be handled as a return and can only be processed once the order has been received and a RMA (Return Merchandise Authorization) number has been issued and the item(s) returned to us.  Returned items and refunds will be handled according to our, "Returns and Refunds" policy.

Privacy and Confidentiality

To protect you we do not share any customer information such as names, addresses, phone numbers, financial information, credit card information etc. with any third parties with the exception of financial institutions such as issuing credit card companies or collection agencies (where applicable).

Security

To protect you we do not store any credit card information in our databases other than the last four digits of your credit card and the issuing institution (Visa, Mastercard, etc).  All credit card transactions require each customer to enter their credit card information in real time at the end of the shopping cart process.  All Interac transactions are handled through a third party gateway, any debit card information passed through the Interac gateway remains confidential between the customer, the gateway provider and Interac.

We work hard to keep your online shopping experience secure by using a Secure Sockets Layer (SSL) where applicable.

Terms

For orders made by purchase order, payment must be received within 30 days of the shipping date.  Purchase orders are only permitted on approved accounts.  Please contact our customer service department for more details on the use of purchase orders.

For orders made by email transfer, bank wire, certified cheque or money order.  Shipments will be delayed until the payment has been received and verified.