Shipping and Delivery
How are orders shipped?
Your order will be shipped via Canada Post from Toronto. All orders of three units and over are sent expedited with tracking numbers. Single and double unit orders are sent by regular mail.
How long will it take to ship my order?
In stock items will be shipped within 3 days of receiving your order, out of stock and back ordered items typically take 2-3 weeks to ship. During sales orders can take longer to ship.
What are your shipping charges?
In Canada, shipping is $3.50 per item, shipping is free for orders over $150 net of taxes.
US shipping is $10 for a single item and $5 for every additional item.
Customers are responsible for any duties or taxes, should they be applicable.
Do you ship internationally?
We do not ship internationally because our DVDs are mostly coded for North America. We do not ship Criterion product outside of Canada.
Do you send an email when you ship my order?
Yes, we will send out an email when your order ships.
How do I cancel an order?
Orders have to be cancelled, at the present, through customer service inquiries. Please email [email protected]. Orders cannot be cancelled once product has been shipped.
Can I change an order?
To change an order, please cancel your original order as per above and place a new order. If your order has shipped, we are unable to change the order. You can contact us to return your product and place a new order.
How do I send back damaged goods?
Please contact us (at [email protected]) and we will provide you with a link to print a Canada Post return label for easy return. Please note that repeated returns for any reason will cause your account to be put on notice. Returns for any reason have to be returned within ten days of receipt.
If one of my selections is on backorder, will you ship it out separately?
Yes, we will ship out any backorders as soon as they are received in our warehouse. Out of stock items typically take 2-3 weeks to ship.
Do you charge sales tax?
Yes, we charge sales tax for shipments within Canada – based on the province they are shipped to.
How do I contact customer service?
Please send us an email at [email protected].
When will I be charged?
Your credit card or PayPal account will be charged when you place your order.
What payment methods do you accept?
We accept VISA, MasterCard, American Express, and PayPal.
My order contains damaged or defective merchandise!
Please see the protocol above but upon notification we will send you a prepaid shipping label.
What are the advantages of setting up an account?
Having an account will permit you to track your orders.
Do I get a discount if I sign up for your newsletter?
Yes, if you sign up for our newsletter, you’ll get a one-time discount code good for 15% off your order at the time. It’s not necessary to sign up for an account to use the discount code, but it is necessary to sign up for the newsletter. The newsletter discount does not, in most cases, apply to sale programs on the site. For example, an advertised sale price of 30% off the suggested retail price will not be eligible for the extra discount for signing up for the newsletter. Most regularly priced products are discounted by 10% and will be eligible for a further newsletter discount off the advertised price.