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Products

  • What's the best way to find products for my cell phone?There are a number of ways to find products for your phone. The easiest it to choose your phone from the 'Shop by Cell Phone Manufacturer' list (on the shop's home page or here). Another good way is to use our product search function, located in the middle of the red banner at the top of every page - simply enter the product code or a short description of the product that you're looking for (for example 'hpm-70' or 'sonyericsson headset') and click 'search'.

    If you're looking for our full range of a specific product type - for example all chargers, regardless of manufacturer or compatability - then choose 'Shop by Product Type' (on the shop's home page or here).

    And if you're looking for a specific brand - for example all products manufactured by Nokia - then choose 'Shop by Product Brand' (on the shop's home page or here).

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  • What does 'Eligible for quantity discounts' mean?Most products in our shop are marked 'Eligible for quantity discounts', which simply means the more you buy, the more you save. This is how it works:

    If you order a total quantity of 3 or 4 pieces of any product marked 'Eligible for quantity discounts' then you save 5% of the total value of these products.
    If you order 5 to 9 pieces then you save 10% of the total value of these products. And if you order 10 or more pieces then you save 20%.

    It doesn't matter how many pieces you order of each individual product, your savings are based on the total quantity. So for example it makes no difference whether you order 10 pieces of just 1 product, or 1 piece each of 10 different products, you will still save on the total value of all pieces.
    The value of each product doesn't matter either - for example you can order one product for $0.99, one for $20 and one for $200, you will still receive the same percent discount on all three products.

    Once again, this applies to all products marked 'Eligible for quantity discounts', and the discount is calculated once per order based on the total quantity of that order.

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  • What is the condition of the products? Are they all new?You can find the exact condition of each product on the product page (near the bottom on the right, under 'Additional Information'). All products are new and have never been used, unless clearly stated otherwise. There are two situations where we do sell products that are not 100% new:

    1. We sell some so-called "GRADE-A' or 'SWAP' products. These are not second hand products, but they are not entirely new either. This means that although they have not been used, they usually have some markings or scratches from handling and storage. These products are clearly marked 'GRADE-A' or 'SWAP'.

    2. We sell some so-called 'OPEN BOX' products. These are products where the packaging has been opened either by us or by our suppliers. For example when we receive new products we open one to examine and test the product, learn it's features, and take photos for our shop. These products are clearly marked 'OPEN-BOX'.

    All other products are marked 'New & unused' on the product page, and are 100% new.

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  • How are the products packed?You can find the type of packaging for each product on the product page (near the bottom on the right, under 'Additional Information'). There are four common types of packaging:

    1. Original manufacturers packaging
    This is a standard packaging for genuine brand products, as you would normally see in a store.
    Example:



    2. Retail Packaging
    This is a standard packaging for non-genuine products - they are packed elegantly as you would normally see in a store (usually in a plastic blister or a box), but without a brand logo.
    Example:



    3. Bulk (individually packed in poly bag)
    This is a standard packaging for genuine and non-genuine products - they are packed safely in a clean, transparent poly bag. Often original brand manufacturers will offer their products in their original packaging (see 1, above) and also in poly bag. By saving on the cost and bulk volume of the packaging the price for poly bag genuine products is often considerably cheaper than for packaged products.
    Occasionally bulk products will show small signs of handling, as the manufacturers do not pack them individually for transport. These minimum markings or scratches are barely visible, and the product itself, it's quality, and the guarantee are identical to the original retail packaged products.
    Example:



    4. White Box
    This is a standard packaging for genuine and non-genuine products, often used for chargers and batteries - they are packed safely in a protective box.
    Example:

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  • How quickly are the products available to be delivered?All orders placed Monday to Friday before 4pm Pacific Time (7pm Eastern) will be processed immediately and - if all items are in stock - sent the same day.

    We try to keep all popular products in stock. You can see the availability of every product on the product page - if the product is in stock then the product page will show "In Stock" in green, together with the exact stock quantity, as well as how quickly larger quantities are available (for example "10 pieces currently in stock and available for immediate delivery. Larger quantities available within approx. 1 week").

    If the product is not in stock then you can see how quickly it is available (for example, "Back in stock on Monday" or "Available within 7 days" in yellow). Many of these products, for example where "Available within 7 days" is shown, are products that we do not normally keep in stock, or only in very small quantities. If you would like to receive one of these products then please place an online order, and we will immediately order the product for you from our supplier, and send it to you within the time period shown.

    In the shopping cart you can also see whether each product is in stock or not. If not, or if you're ordering a larger quantity and there are not enough in stock, then you'll be able to see how quickly we expect to be able to deliver the quantity you need. If you place an order for some products that are in stock, and other products that are not, then during the checkout process you can select whether we should deliver each product as soon as it becomes available, or wait until all products are in stock.

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  • Do the prices include tax and delivery costs?The product prices in the shop do not include tax or delivery costs, so these will be added when you proceed to the checkout. After you have chosen your delivery options on the checkout page you will see the total order amount including tax and delivery costs.

    HST for deliveries within British Columbia:
    Within BC we are required charge 12% HST.

    HST for deliveries to Ontario, New Brunswick or Newfoundland and Labrador:
    For all orders that ship to Ontario, New Brunswick or Newfoundland and Labrador we are required to charge 13% HST.

    HST for deliveries to Nova Scotia:
    For all orders that ship to Nova Scotia we are required to charge 15% HST.

    GST for deliveries to other Canadian Provinces:
    For all deliveries within Canada to provinces not listed above - i.e. to Alberta, Manitoba, Northwest Territories, Nunavut, Prince Edward Island, Quebec, Saskatchewan or Yukon - we are required to charge 5% GST.

    Tax for deliveries outside Canada:
    If we send your order outside Canada then no tax will be added.

    Delivery Costs:
    For full details of our delivery costs please choose the help topic 'What are the delivery costs?' on the right or click here.

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  • Which products are genuine, which are not?All genuine products are clearly marked with the word 'Original' in the product name, and the manufacturer logo is shown on the right of the product page, with the words 'Genuine Accessory'.
    You can find more information - such as the manufacturer's product code, EAN etc. - for most original products on the product page (near the bottom on the right, under 'Additional Information').

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  • Are the non-genuine products as good as the original ones?There is no 'yes' or 'no' answer to this question, because non-genuine products come in a wide range of qualities - from excellent, high quality accessories that are more than comparable to the genuine products, down to low-grade cheap accessories that don't work or fit as they should, and break or stop working after only a short time.

    Because we not only offer genuine accessories but also many non-original products, we pay special attention to the quality of our products. We are very careful in our choice of suppliers, we examine and test samples of every single product, choose carefully, and only select products that meet our high expectations of quality and design. So while we must honestly say that if you want the best quality, in most cases you should choose a genuine product, we can still say with confidence that every single product in our shop meets our high quality standards and is absolutely comparable with the genuine products.

    Please note however, that in some cases using a non-genuine product could void the guarantee from your cell phone manufacturer - please contact the manufacturer before using any non-genuine products if you are not sure about this.

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  • I've heard that if I buy a new battery I'll lose the phone's vibration alert. Is this true?This is only true if you are using a phone that is more than 5 or 6 years old. Some older phones, for example the Nokia 5120 and 6120, had vibration batteries - the genuine replacement batteries included the vibration motor, but some non-genuine batteries didn't. Nowadays the vibration motor is always built into the phone itself, so it makes no difference if you replace the battery.
    If you have an older phone and are not sure where the vibration motor is then please contact us.

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  • Can I charge a new, more powerful battery with my old charger?Yes, all high-power batteries that we sell can be charged normally with the original charger. The only difference is that higher capacity batteries will take longer to fully charge than low capacity ones.

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  • What should I do with an old battery - simply throw it away?No, batteries contain contaminates/pollutants and do not belong with other household garbage! You can return an old battery to us or to any battery recycle container.

    Batteries containing contaminates/pollutants should be marked with one of the following symbols:

    The chemical symbol (Cd, Hg or Pb) is printed below the image and tells you which contaminates/pollutants are present - "Cd" stands for cadmium, "Hg" for mercury/quicksilver, and "Pb" for lead.

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  • Do the data cables and adapters need software or drivers?Most of the data accessories we supply are plug & play - that means you simply plug them into your computer and they install themselves, without you having to do anything. Some do require drivers, however - you can usually find free drivers for the genuine data cables and adapters on the manufacturers websites. You can download free drivers for our non-genuine data products here:

    USB Bluetooth Dongle (www.gocellular.ca/downloads/dbt2.exe)
    USB Data Cable (www.gocellular.ca/downloads/dcu.exe)
    USB Data Cable CA-42/DKU-5 (www.gocellular.ca/downloads/dku5.exe)
    USB Infrared Dongle (www.gocellular.ca/downloads/dir.exe)

    Once you have installed the cable a software is usually required to enable data transfer between phone and PC. Often a software CD is either supplied with the phone or available for free download from the manufacturers web site. Please contact your cell phone manufacturer for details on where you can get the original software.

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  • What exactly does the 'BOOKMARK' button do?If you come across something on gocellular.ca that you find especially interesting, and would like to save it for future reference or share it with other people, then simply click on the 'BOOKMARK' button.
    This button, located at the top of most of our shop pages, enables you to share the web page with friends or with other people with similar interests across the internet, or to create a bookmark so that you can access the page again yourself later.

    We use the AddThis system, which offers instant bookmarking to the most popular social networking and bookmarking sites on the internet. These include MySpace, Facebook, Twitter, Delicious, Google Bookmarks, StumbleUpon and many, many more. You can find out more about AddThis on their homepage at www.addthis.com.

    Most of the bookmarking sites are free to use, but require that you register before you can begin bookmarking. Each of the sites works slightly differently so please visit the individual sites to find out more about each service and choose the one best suited for you.

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  • How does the Arkon cell phone mount / holder system work?The Arkon mounts use a universal system, where every cradle (the holder that you put your phone into) has two T-shaped slots on the back, and every pedestal (the part of the holder that you attach to your windscreen, air vent, cup holder etc.) has two prongs sticking out. You simply put these two parts together and slide the cradle down onto the prongs to create an extremely secure connection.



    Every Arkon product that we sell uses this same universal system, so you can interchange any Arkon cradle with any Arkon pedestal. This is especially useful if you're using a cradle specifically designed for a particular phone and you then change your phone - instead of changing the whole mounting solution you simply order a new cradle for your new phone and keep all other parts of the mount.
    A way to avoid ever needing to buy a new cradle is to use one of the universal Arkon cradles that we offer. These are available in 2 sizes - the SM020 for 38-64mm and the CM090 for 54-89mm wide devices - making them suitable for almost every cell phone on the market, along with many other devices such as PDAs, MP3 players, Navigation systems etc.

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  • Are the mini- and micro-USB cables and chargers universally compatible?Mini-USB and the smaller Micro-USB connectors follow universal specifications. This means that any mini-USB charger will work with any phone with a mini-USB charging port, and any mini-USB data cable will work with any phone with a mini-USB data port. The same applies to micro-USB devices. So for example you will find in our shop that a Nokia phone with a mini-USB data port might list compatible data cables from Nokia, Blackberry, HTC and Motorola - all cables are manufactured to the same specifications and are universally compatible, so it makes no difference if you use a cable from Nokia with your Nokia phone, or a cable from one of the other manufacturers. You can choose a cable from a different manufacturer that is on special offer, and rest assured that it will work perfectly with your phone!

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Guarantee & Returns

  • How long is the guarantee?Every genuine product you buy from us (marked 'Original', 'Genuine' or 'OEM' in the product description) is backed first by the product manufacturer's warranty. In addition to this we offer a one year warranty against defects for every single product that we sell, beginning on the day that you receive the goods.

    There are only a very few exceptions to this - for example we occasionally sell so-called 'GRADE-A' or 'OPEN-BOX' products (for more info on these products please click on 'What is the condition of the products? Are they all new?' above). In this case the exact guarantee we offer is clearly stated on the product page (near the bottom on the right, under 'Additional Information').

    If you should have any problems whatsoever with any product then please contact us, and we'll give you all details on how to exchange the product.

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  • Can I return a product if I don't like it?We want you to be completely satisfied with every aspect of our website, our service and the products you order. So in addition to our one year warranty (see 'How long is the guarantee?' above for more details) we offer a no-hassle 30-day money back guarantee for every product we sell. If you are not 100% satisfied with any product then simply return it for a full refund, or exchange it for any other product in our shop.

    If we have made a mistake with your order, and delivered a wrong, incomplete, or defective product then we will of course also refund the delivery costs. Otherwise we will refund the full purchase price of the product but must ask that you cover the delivery costs.
    We also ask that you return all products in new condition, in the original packaging, and including all packing materials and other accessories. If you do not do this we will try our best to still accept your return, but we may have to charge a restocking fee for any incomplete or damaged products.

    If you would like to return a product then please contact us, and we'll give you all details on how to return or exchange the product.

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  • I received my order, but it is wrong, incomplete or damaged.We want you to be completely satisfied with every aspect of our website, our service and the products you order. So if you have any reason for not being 100% satisfied then please contact us, and we will immediately exchange any defective products or send you any missing items. If we have made a mistake with your order then we will of course cover the delivery costs for all exchanges and replacements.

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Security, Privacy & Data Protection

  • Are my personal details and my credit card information secure when I order online?When you place an order, it is necessary that you provide some personal information - for example your name, address, credit card details, and email address. We take our customers privacy very seriously. We handle all personal information with extreme care, and will never share any of the personal details you provide with anyone unless this is absolutely necessary in order to process your order (for example we must provide your address to Canada Post or Purolator, in order to deliver your order).
    To ensure that all personal details that you enter on our website are safely transferred to and from our server we have installed high grade 256-bit SSL encryption, to make sure that there is no risk of anyone intercepting your personal information. You can find out more about SSL encryption on our Sample SSL Page.

    For more information please read our full Data Protection & Privacy Policy, and don't hesitate to contact us if you should have any questions about data protection, privacy, and security.

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  • I don't want to give my email address, I don't want to receive junk email.You don't have to provide an email address to order online if you don't want to. However, we do ask that if at all possible you do enter an email address. We will then email you the order confirmation, and also let you know as soon as your order has been sent. It also enables us to quickly contact you if we should have any questions or problems with your order.

    If you do provide an email address then we will only send you emails that are directly related to your order. We will not add your email to any mailing lists, we will never send you any email advertisements, and we will never pass on your email address to anyone else!

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General questions

Placing an Order, Payment, Delivery

  • How can I order products from gocellular.ca?The easiest and quickest way to order is right here in our online shop. Simply add the products you would like to your shopping cart by clicking on the green 'add to shopping cart' button on the product page. Once you have added all products that you would like to your shopping cart, click on the green 'proceed to secure checkout' button in the shopping cart. You'll be guided through an easy process of choosing the delivery method, choosing how you would like to pay, and supplying all necessary information (your address, the delivery address, credit card details etc.). At each step of the checkout process we'll show you everything you need to know, such as how quickly your order can be delivered, the exact delivery costs, and how we should deliver any products that aren't immediately available. You can then easily check all details of your order before clicking on the large green 'SUBMIT your online order now' button to confirm your online order.

    If you don't want to order online you can of course order by phone, post, or email. You can find our full contact details here.

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  • Do I have to register with gocellular.ca to place an order?No, unlike many other online shops we do not require that you register before placing an online order. We will still send you a delivery confirmation as soon as your order has been sent, with a link to track the delivery online.

    We do offer you the option to register, however, and doing so has several benefits. For example you can view your current order (and any previous orders) online, and if your order hasn't been sent you can easily make changes. Registering also gives you access to other shop features, such as subscribing to our email newsletters, and also means that you don't have to type in your full personal details (name, address, credit card details etc.) every time you order.

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  • What's the best way to order to get the quickest possible delivery?You can order online, by email, phone, or post. But by far the best way to order if you want the quickest possible delivery is right here in our online shop. Ordering online means that your order is instantly and automatically transferred from our online server to our warehouse, where it can be processed immediately.

    If you order online before 4pm Pacific Time (7pm Eastern) on any business day (Monday to Friday, except public holidays) then we will send your order the same day (provided, of course, that all products are in stock, or that you selected that we send the in-stock products immediately!).

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  • Is there a minimum order quantity? Or handling charges for small orders?No, there is no minimum order quantity or value, and we charge no extra handling fees, regardless of the size of your order.

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  • How can I pay for my order?You can pay for your order by credit card - Visa, Mastercard or American Express - or by PayPal. We never charge handling fees for any type of payment, so you pay the same total, whichever payment option you choose. We also process all orders immediately, so the speed of delivery is not affected by how you pay (although of course your order will not be sent until we have successfully charged your credit card or received the PayPal payment).

    You can setup your PayPal account to pay by credit or debit card, bank transfer, direct debit, or cheque. For more information about PayPal please click on 'I chose the payment method 'PayPal' - how exactly does PayPal work?' below.

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  • How will my order be delivered, and what are the delivery costs? We ship all orders with either Canada Post or Purolator - you can choose which when you place an order. Both provide fast, reliable and good priced delivery to all addresses. If you're not at home when the delivery arrives then the delivery agent will leave a note and you can collect the package from your local Post Office or Purolator outlet.

    We calculate the exact delivery cost for each option based on the weight and size of the products you have ordered and the shipping address. Simply follow the link 'proceed to secure checkout' from your Shopping Cart - there you can tell us where the delivery should be sent (Country and/or Province), and you'll see the exact delivery costs.

    Within Canada we offer 4 basic delivery methods:

    1. Canada Post Letter Post
    This is only available for small items that we can deliver in bubble-pack padded envelopes. Letter Post only costs between CDN$ 1.99 and CDN$ 2.99 (depending on weight), is reasonably fast and reliable (2-7 business days to most Canadian addresses), but offers one major disadvantage: the delivery is not insured, and there is no way to track the delivery once it has been shipped. And although Canada Post rarely loses or damages letter deliveries, it can happen, and delays are also always possible, so unfortunately we can offer no guarantee for the risk of loss or damage for Letter Post deliveries.

    2. Canada Post Expedited Parcel
    Parcel delivery is reliable and fairly quick (2-7 business days to most Canadian addresses), the delivery is insured against damage or loss, and as soon as we send the parcel we will email you a tracking number with which you can follow the progress of delivery on the Canada Post website.
    Prices for Expedited Parcel are calculated according to weight and destination, and start at just CDN$ 7.99 for deliveries to the western Provinces and CDN$ 10.75 for eastern Provinces.

    3. Canada Post Xpress Post
    This offers the same insurance against damage or loss, and the same online tracking feature as Expedited Parcel, but is considerably quicker. Delivery to most Canadian addresses takes between 1 and 3 business days.
    Prices for Xpress Post are calculated according to weight and destination, and start at CDN$ 8.60 for deliveries to the western Provinces and CDN$ 13.45 for eastern Provinces.

    4. Purolator Next Day Express
    Purolator offers the same insurance against damage or loss and online tracking as Canada Post parcels, but the delivery time is much faster, with next-day delivery guaranteed to most addresses in Canada. You can choose to receive the delivery by 5pm the next day, or for very urgent orders by 10.30am.
    Prices for Purolator next day express range from CDN$ 14.99 to $19.99 for deliveries to the western Provinces, and CDN$ 19.99 to $25.99 for eastern Provinces.

    For deliveries to the United States we offer the following 6 delivery methods. The costs for delivery anywhere in the US are:
    1. Letter Post (US$ 3.99 to US$ 6.99 depending on weight, delivery time 4 to 6 business days, but the delivery is not insured),
    2. Surface Packet (starting at US$ 5.99, delivery time 6 to 12 business days, insured, but with no online tracking service),
    3. Air Packet (starting at US$ 6.99, delivery time 4 to 10 business days, insured, but with no online tracking service),
    4. Expedited Parcel (starting at US$ 13.00, delivery time 6 to 12 business days, insured and with online tracking),
    5. Xpress Post (starting at US$ 20.05, delivery time 3 to 5 business days, insured and with online tracking).


    For deliveries to Europe we offer the following 3 delivery methods. The costs for delivery to any European country are:
    1. Letter Post (€5.46 to €10.93 depending on weight, delivery time 4 to 10 business days, but the delivery is not insured),
    2. Surface Packet (starting at €5.46, delivery time 3 to 6 weeks, insured, but with no online tracking service), and
    3. Air Packet (starting at €7.80, delivery time 6 to 10 business days, insured, but with no online tracking service).


    For deliveries to all other regions we offer the following 3 delivery methods. The costs for delivery to any region OTHER than Canada, the United States, and Europe are:
    1. Letter Post (CDN$ 6.99 to CDN$ 13.99 depending on weight, delivery time 4 to 10 business days, but the delivery is not insured),
    2. Surface Packet (starting at CDN$ 6.99, delivery time 3 to 6 weeks, insured, but with no online tracking service), and
    3. Air Packet (starting at CDN$ 9.99, delivery time 6 to 10 business days, insured, but with no online tracking service).


    You can read more about each of the delivery options on the Canada Post or Purolator websites (www.canadapost.ca and www.purolator.ca).

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  • How can I find out the delivery weight used to calculate the delivery costs?We calculate the exact delivery cost based on the weight and size of the products you have ordered and the destination address. You can see the total delivery weight of each product on the product page, but please remember that the box and packaging materials will add to this weight. So simply follow the link 'proceed to secure checkout' from your Shopping Cart - there, you can tell us where the delivery should be sent (Country and/or Province), and you'll see the exact delivery costs.

    We offer the delivery option 'Letter Post' for small items. This is only available for deliveries that fit into a bubble-pack padded envelope (maximum size: 380x270x20mm), and the delivery must not weigh more than 500g.

    Our most popular delivery options are Canada Post and Purolator parcel delivery. We offer 4 different speeds, from standard delivery up to next-day express delivery, and calculate the price based on the total weight of your order and the destination.
    Within Canada there are 3 destination 'zones' - one for British Columbia, one for Alberta and Saskatchewan, and one for all other provinces. Within the United States we have only one delivery zone, so the price is the same for all continental states. The whole of Europe is one zone, and there is one final zone for all other countries - that is, all regions except Canada, the US, and Europe.
    Within each zone the price is calculated according to the total delivery weight. You'll see the total weight and the exact costs when you proceed to the checkout.

    We do not earn any money on the delivery costs - every few months we calculate all delivery costs, and if we find that we have earned money on them we give this back to our customers in the form of a free-delivery period. We believe that this is the fairest possible method of charging the delivery costs.

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  • What does the warning 'Letter delivery only possible in bulk packaging' mean?We offer the low-priced delivery option 'Letter' for most products. But there are strict size limits for letter deliveries, meaning that many products that are packed in bulky, retail packaging are too large to be sent as a letter delivery in a bubble-pack padded envelope. We therefore offer the option to send these products without the packaging. This means that if you select 'Letter' delivery we will remove the product from it's box or plastic-blister packaging, and pack it in a clean, transparent poly bag. This is then small enough to be sent in a bubble-pack padded envelope as a low-cost letter delivery.

    Of course we make sure that the product is carefully packed with protective packaging material before sending it. And of course re-packing the product does not affect the warranty, or your 30-day money back guarantee in any way. It simply means that you will receive the products you order in poly bags instead of the original retail packaging.

    For example photos of transparent poly bag packaging please click on 'How are the products packed' on the left side of this page.

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  • What happens if I order products that are not in stock?You can find the stock quantity and availability on every product page and in the Shopping Cart. If you place an order for any product that is not in stock, then during the checkout process we will ask exactly how we should process your order. You have the following options:

    1. Wait until all products are in stock.
    You will see the estimated delivery time during the checkout process. If this changes then we will of course contact you. Alternatively you can contact us at any time an ask that we send the available products immediately.

    2. Send the in-stock items immediately.
    You can choose how we should deliver the products that are not in stock - either immediately, as each one arrives, or wait until all non-stock items are available and send them in one delivery.

    Please note that the delivery costs apply once per delivery. So if we split your order into several different deliveries then we will charge the delivery costs once per delivery, based on the actual weight of each delivery.

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  • Can I collect an order directly from the gocellular.ca warehouse in Vancouver?We are an online retailer and do not operate a retail store - it is not possible to collect products from our warehouse.

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  • Can my order be delivered anywhere in the world?With just a very few exceptions we can deliver your order anywhere in the world. When placing your online order you can select where we should deliver your order, and will see the exact delivery costs and total order value for the destination country.

    Please note that - in accordance with our credit and fraud avoidance policies - we may require additional verifications or information before accepting orders to some countries.

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  • Does my order have to be sent to my home or can I give a different delivery address?During the checkout process you can provide your address and, if you wish, a different delivery address (for example if you would like the delivery sent to your place of work, or if you are ordering for a friend).
    There are several other options during the checkout process, including whether we should send an invoice with the delivery or not - if for example your order is a present for a friend then we can deliver to their address and send the invoice directly to you.

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  • How do I know that my order is being processed, and when the delivery is sent?All orders placed before 4pm Pacific Time (7pm Eastern) on business days (Monday to Friday, except public holidays) will be processed the same day.

    You don't have to register before placing an online order, but we do offer the option to do so. And if you do then you will be able to login to your online account at any time and see the exact status of your order.

    If you provide your email address during the checkout process then we will send you an email order confirmation as soon as we receive your order, and a delivery confirmation as soon as your order has been sent.

    Alternatively, if you have placed an online order and would like to know the current status please contact us.

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  • How quickly will my order be delivered?All orders placed before 4pm Pacific Time (7pm Eastern) on business days (Monday to Friday, except public holidays) will be processed the same day. For more information on this please click on 'How do I know that my order is being processed, and when the delivery is sent?' above.

    We send all orders with Canada Post or Purolator (you can choose which when you place your order), and offer various delivery speeds, from regular delivery up to next-day express service. For more information on this please click on 'How will my order be delivered, and what are the delivery costs?' above.

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  • How can I track the delivery?If you provide your email address with your online order then we will email you a delivery confirmation as soon as your order has shipped. If you have selected a delivery option with tracking (Canada Post or Purolator parcel delivery) then the delivery confirmation will include a tracking # and a link to track the package online.

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  • What will the delivery look like?We send all Letter Post deliveries in a blank bubble-pack padded envelope. All parcel deliveries are sent in a standard, blank brown cardboard box.

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  • I received the delivery confirmation some time ago but the delivery hasn't arrived.The delivery confirmation shows the estimated latest delivery date for your order. If you haven't received the delivery by then please contact us so that we can track the delivery and find out what's wrong.

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  • Will I receive an invoice with my order?We send an invoice with every order. During the checkout process you do have the option, however, to select that we shouldn't send an invoice (for example if the order is a present and you're having it sent directly to a friend). If you select not to receive an invoice then we suggest that you give us your email address during the checkout process, we will then email you a PDF invoice as soon as your order is sent.

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  • I chose the payment method 'PayPal' - how exactly does PayPal work?PayPal is an easy and fast way to send money, with the added advantage that whoever is receiving the payment doesn't see any sensitive financial details like your credit card numbers.
    You can instruct PayPal to charge the payment to your credit or debit card, deduct it from your bank account, or you can pay by cheque. PayPal notifies us as soon as the payment is complete, and we then process your order immediately. If you pay with credit or debit card or through direct-debit to your bank account then we usually receive the PayPal payment immediately. If you choose to pay by cheque then this normally takes 6-8 business days to clear, so we can't process your order until PayPal confirms that the cheque has cleared.

    Registering with PayPal is quick and free, and it doesn't cost you anything to send money with PayPal. You can find out more about PayPal at www.paypal.ca.

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  • I didn't give my correct email - how can I get an order confirmation?Please contact us and tell us your email address, and we'll send you an order confirmation. If you don't have an email address, or if you don't want to disclose it, then we can of course send the order confirmation by fax (in this case please add a comment when placing your online order, saying that you would like a fax confirmation).

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  • I have made several different orders - can I combine them into one delivery?As long as your order hasn't been sent we can change it. Please contact us saying when you placed the orders, and we'll be happy to combine them into one order.

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  • How can I change or cancel my order?As long as your order hasn't been sent you can change any detail of it or cancel the order. Please contact us if you would like to change or cancel an order.

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Contact us now

We've tried to answer all common questions on this page, but if there's anything else you need to know - whether it's technical questions about a product, or any other general enquiry - then we would be happy to answer your questions.
Please click here to open the 'Contact Us / Company Information' page, where you can find our email address and phone number or send us an instant online enquiry.