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Will my order arrive before Christmas?
  How do I request expedited shipping?
  How can I track my order?
  How do I order a gift for someone else?
  Do you gift-wrap or include gift cards with orders?
  Can I buy or redeem a gift card online?
  How do I make changes to an existing order?
  Can I pick up my order at one of your retail locations?
  When will I receive my order/shipping confirmation?
  What happens if an item is out of stock?
  What if I am shipping to a country other than the U.S. or Canada?
  How do I search for, buy from or create a wish list?
 

 
Will my order arrive before Christmas?
 
Please see the chart below for approximate shipping times and cut-off dates. The following times are for standard ground shipping only.
 
Canada
 
Province Shipping Times
(business days)
Christmas Cut-Off Dates
ON, QC 2 - 4 days 18-Dec-18
NB, PEI 3 - 5 days 17-Dec-18
MB, NS 4 - 6 days 16-Dec-18
NL 5 - 7 days 16-Dec-18
AB, BC, SK 6 - 8 days 13-Dec-18
NT, NU, YT 8 - 15 days 06-Dec-18
 
U.S.
 
State Shipping Times
(business days)
Christmas Cut-Off Dates
NY, PA 3 - 4 days 18-Dec-18
AL 3 - 5 days 17-Dec-18
CT, DE, DC, GA, IL, IN, KY, ME, MD,
MA, NH
4 - 5 days 17-Dec-18
NJ, OH, RI, SC, VT, VA, WV, AR, MI, MN 4 - 5 days 17-Dec-18
FL, IA, KS, LA, MS, MO, NE, WI, WY,
NC, TN
5 - 6 days 16-Dec-18
CO, ND, OK, SD 6 - 7 days 16-Dec-18
ID, AZ, CA, NV, OR, UT, WA 6 - 7 days 13-Dec-18
MT, NM, TX 7 - 8 days 13-Dec-18
AK, GU, HI, PR, VI 20 - 28 days 25-Nov-18
 
For expedited shipping, please see below.
 
For overseas shipments, please contact us for Christmas order cut-off dates.
 
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How do I request expedited shipping?
 
If you would like your order shipped by a faster method, please state this in the "Additional Order Notes" box on the billing information screen during the checkout process. We will calculate the expedited shipping rate applicable to your order and inform you of those rates prior to shipping. To help speed this process, please ensure we have the correct e-mail and/or telephone information on the "Account Information" page.
 
Alternatively, you can pre-authorize a maximum shipping amount and if the expedited shipping amount is equal to or less than your maximum, we will go ahead and ship your order without attempting to contact you. Please type your pre-authorization amount in the "Additional Order Notes" box. You will be charged the actual expedited shipping amount, not the authorized maximum, unless they are the same.
 
Due to transportation regulations, some items cannot be shipped by air. This information appears when you click on the shopping cart icon.
 
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How can I track my order?
 
A tracking number, along with a direct link to track your shipment, will be sent in your shipping confirmation e-mail. You can also track your shipments on our website under "Order Status" provided you have registered with us.
 
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How do I order a gift for someone else?
 
During the checkout process, you will be given the option to have the order shipped to an alternative address. Please let us know if you have any special requests for your order by leaving us detailed instructions in the "Additional Order Notes" box on the billing information screen.
 
Please note: You will immediately be sent an automatic order confirmation to the e-mail address provided in your billing information. Subsequently you will also be sent a shipping confirmation listing all items purchased. If you are placing an order that is to be a gift, and the recipient shares your e-mail address, you may choose not to receive the order and shipping confirmation e-mails. Do this by un-checking the "Please e-mail me an order confirmation" and the "Please e-mail me a shipping confirmation" boxes on the billing information screen during checkout process.
 
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Do you gift-wrap or include gift cards with orders?
 
While we are unable to offer gift-wrapping services, we are pleased to include a gift card with your order if requested. Type your message in the "Additional Order Notes" box on the billing information screen and we will handwrite your message on a card and enclose it with the shipment.
 
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Can I buy or redeem a gift card online?
 
We offer both conventional and electronic gift cards. Available in any amount of $10.00 or more, they can be redeemed online, by phone, by mail, and at our retail locations in Canada. Both types of cards can be personalized by adding a message.
 
For more information on gift cards, please visit our help section.
 
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How do I make changes to an existing order?
 
You can make changes to your order by replying to your order confirmation e-mail or by calling us at 1-800-267-8735 (U.S.), 1-800-267-8761 (Canada), or 1-613-596-0350 (overseas). Our telephones are staffed Monday to Friday from 8 am to 7 pm and from 9 am to 5 pm on Saturday (Eastern Time). We are closed on Sunday.
 
No changes can be made to your order once your order has been shipped.
 
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Can I pick up my order at one of the retail locations?
 
Orders for in-store pick-up can be placed in one of two ways:
 
Contact the store directly with your order and credit card information and request the Express Pre-paid Parcel Service. A pick-up time will be provided at the time of order placement.
 
OR
 
Place the order online and choose which retail store you would like to fulfill your order. Once your order is ready, you will receive a store pick-up notification e-mail. Depending on the time the order is placed, you should receive this e-mail within 4 hours.
 
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When will I receive my order/shipping confirmation?
 
When you have completed the checkout process, an e-mail confirmation is immediately sent to the e-mail address you provided in your billing information. The order confirmation includes the billing and shipping addresses, the items ordered and the total cost of the order, including shipping and applicable taxes.
 
When your order is packaged and scanned for shipping, you will receive a shipping confirmation indicating the date, ship-to address, order number and items shipped. This e-mail will also include a tracking number and a link that will allow you to track your package.
 
Please note: You can now choose whether or not you would like to receive order and shipping confirmation e-mails. You can do this by unchecking the "Please e-mail me an order confirmation" and the "Please e-mail me a shipping confirmation" boxes on the billing information screen during the checkout process.
 
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What if an item is out of stock?
 
If an item is out of stock, this will be indicated as soon as you click on the shopping cart icon. A message with an expected date of arrival at our distribution center will be displayed. If you choose to back order the item, it will be shipped to you as soon as stock is received. Only once the back ordered item is shipped will your credit card be charged. You will not be billed additional shipping charges for the delivery of the back ordered item(s). The "expected date" is an estimate and we cannot guarantee the date.
 
We are unable to accept back orders for overseas orders. We can hold the order until all items are available and ship the complete order. If you would like to hold the order, please state this in the "Additional Order Notes" box.
 
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What if I am shipping to a country other than the U.S. or Canada?
 
Shipping charges for overseas orders are based on the destination country and the total weight of the order. All overseas orders are held and reviewed by our Customer Service representatives who calculate the shipping charges and, within 24 hours, send you an e-mail stating the shipping charges and requesting your approval to ship the order.
 
Import duties, customs fees, and taxes are the responsibility of the customer and are billed by the courier when the order is delivered. We have no control over these charges and, unfortunately, have no way of estimating the amount. For more information, please contact your local customs office.
 
To help speed the shipping charge authorization, please be sure to provide us with a valid e-mail address and telephone number. Your order will not leave our distribution center, nor will your credit card be charged, until we receive shipping authorization from you.
 
For overseas shipments, please contact us for information on cut-off dates for Christmas orders.
 
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How do I search for, buy from or create a wish list?
 
Please visit our Wish List section for information on how to use our wish list features.
 
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