Customer Support FAQ - Frequently Asked Questions
Shipping
- How much is shipping?
- Do you ship internationally?
- What is your cut-off time for same day shipping?
- Are there any fees and taxes for Canadian orders?
- Do you ship to PO Boxes and military addresses?
- Can I pick up my order?
Yes. You will be charged customs fees (usually about 7% of your order value) and HST taxes (usually about 13%) on your order at the time of delivery. Basically, you will have to pay these fees and taxes to your mail carrier in Canada before you can get your package. We do not have any control over these fees and taxes as they are charged to you by the Government of Canada.
In addition to these, if you choose FedEx Ground delivery method you will have to pay US$25-35 for customs brokerage fee. You can avoid this additional fee by choosing either USPS (postal service) or FedEx Express services.
Please note we are not responsible for any customs fees or brokerage fees that may be incurred.
Billing
- What forms of payment do you accept?
- Do you charge sales tax and how much?
- Do you accept purchase orders (POs)?
- Do you offer any discounts?
- I got charged twice. What should I do?
- How will the credit card charge appear on my statement?
Order Status and Tracking
Returns
Received Order Problems
Checkout Problems and Cookies
- My shopping cart appears empty even though I added items to it. What is wrong?
- What are cookies?
- How do I enable cookies in my browser?
Buyer's Guide
- How do I request a new product?
- Do you have a printed catalog?
- How do I cancel my order?
- Can I add to my order?
