Why are you offering items not regularly stocked?
There are so many products that we want to offer our customers, but simply do not have the room to keep in stock. But we know you want them! And we have access to them. So why not allow you to order them, and we'll bring them in for you!
How do Special Order Items differ from Preorders?
Preorder Items are for new products coming out on the market that are not yet available. They are new and just being developed/printed/manufactured.
Special Order Items may be newly released or already established in the industry, but are not regularly stocked by our store.
Why must I prepay?
Our shopping cart platform automatically authorizes your payment for the items and any shipping charges. This authorization expires in just a week. If we don’t capture the payment to charge your card within this time period, we must once again re-invoice you for the order when it arrives.
Taking prepayment allows us to quickly fulfill and ship out the goods when they arrive. Everyone loves to receive their new items as soon as possible, without us having to re-contact and request payment.
Please note, that we do not have access to your credit card information, so we cannot “keep your number” until the item arrives.
How much is Shipping?
So much to tell you! Please read our separate Shipping Page.
How are Special Order items Fulfilled?
When you place an order, it is considered a single entity. Shipping is automatically calculated and based on that order alone when it was placed.
All items on the order will be shipped together – even if you order in-stock items with your special order items. Your order will not be fulfilled and shipped until everything on your order is available.
Therefore, please place a separate order for special order items from in-stock items, unless you are happy to wait for the in-stock items to be shipped with them. Remember, this can be months away. Also, ordering multiple special order items together on one order will mean that your entire order will be held until all special order items have arrived.
(If you order in-stock items with your special order items, and later decide you would like to have your in-stock items sent immediately, then please notify us, and we will create a new order for them with payment required, and we will issue a refund for those items on your original order. Shipping charges will be required for the new shipment and may need to be adjusted on your original order.)
Can I add additional items to my special item order?
Perhaps you have a few things you would like to add to your special item order. After all, the shipping charge may be the same or even might become free (please read our shipping information). Just place another order and write in the Order Instructions at Checkout to ship it with your special item order, providing us with the original order number. We will then ship them together, refunding any extra shipping charges. And if this means you now qualify for free shipping, we will also return the original shipping charges to you.
What happens when my Special Order Item(s) have arrived?
We’ll be right on it, and will be fulfilling and shipping soon! Once all items are available and we fulfill your order, you will be sent an email confirming this along with a tracking number for parcels. If you have selected store pick up as your delivery method, your email from us will be your notification that you may now come by to pick up.
How can I check what I ordered?
When you order with us, you will receive a confirmation email listing the items ordered.
If you created a customer account with us prior to placing your order, you can also view them online by logging in and checking on orders with an "Unfulfilled" status.
Can I cancel my Special Order Item?
Our store loses money on cancelled orders as we do not receive a refund on the credit card merchant fees for the transaction. Therefore, we kindly ask for your consideration of our time and costs. Please only place orders for products you are sure you want, knowing you will honour the order.
Cancellation can only be done if the order has not been fulfilled. Once fulfilled (and shipped), we must refer you to our Refund Policy for Online Purchases.
Please note, that when an order has fulfilled and shipped, we cannot retrieve it and re-open the box to add product/alter the order. It is now completely packaged and finished with Canada Post/shipper.
Delays in Shipping Special Orders
The expected dates for delivery shown in the description of our Special Order Items are based on the information given to us by the manufacturer or distributor. All parties want to get the goods to the customers as soon as possible, but sometimes it isn’t possible to meet the expected date of delivery.
There are many factors that may account for delays including chain supply issues, manufacturing, shipping, strikes, pandemic concerns, custom inspections, staff scheduling/vacations, or Acts of God. Also, please note that as we are in Canada, it can take a bit longer for our shipments to arrive to us than a US-based store.
Therefore, expected dates are approximate and in no way form a guarantee or promise to our customers, and we are not bound by them or held financially accountable as a result of them.
Be assured that when the items arrive, they will be received, processed, and your orders fulfilled promptly. Should there ever be any concerns about the arrival of an item, we will contact you directly. And, of course, feel free to email us at firstname.lastname@example.org .