What is the best way to order?
Online! We have staff working from home monitoring online orders. We are getting so many phone and email requests that it is taking days to repsond to them all. If you don't hear back from us give us a few more days. Chances are you are in a queue of 100 others that also need a repsonse :)
Will my order arrive for Christmas?
We have seen delays this holiday season from both our distributors and couriers.
We have already seen disruptions from Canpar and Canada Post and have been given no timeline for when we will see our shipments.
Those who placed orders before Dec 7th should have no issues but please plan accordingly as we are just a small part in this process.
How long will it take for my in store pickup order to be ready?
We are pretty much caught up on orders and any in store pickups should have received a confimation. You should receive a "Next Steps" automatic confirmation from us to let you know your order was received and then a separate email that your order is ready. Please call or stop by if you did not receive a pickup email. With the amount of online orders, the gmail server glitch and notices ending up in spam, your order is probably here waiting for you :)
I can't find the book that I want but I know it exists.
So we can focus on providing the customer service that is expected of us, we have removed special orders from our website. Only titles that we have in stock - over 12,000!- or on order will be available to view & purchase from our site.
We will resume taking special orders again on Jan 2nd.
Curbside Pickup is available Tues - Fri from 12-7pm and Saturdays from 11-5pm.
All orders must be processed and paid for before you arrive.
We will email a confirmation that your order is ready for pickup.
Canada Post The delays we are seeing with Canada Post coupled with the overwhelming, but very appreciated, amount of online orders means many of the new orders would not make it in time for the holidays. We appreciate your understanding. All Canada Post orders placed after Dec 19th will be shipped out the first week of January.
Local Delivery via Send-It Courier
When placing an online order choose the local delivery option and any information Send-It's couriers should know about drop-off in the instructions field - ie. Leave in mailbox; leave on front porch; place behind the rose bush on the left.
Couriers are not going up stairwells or into elevators at this time.
Any deliveries outside this zone will be charged Canada Post rates.
Please click on your zone in the map for boundaries and pricing.
Do I need to create an account?
Do you have a loyalty program and does it apply to online purchases?
We do and yes it does! Every online purchase is automatically enrolled in our points program. Once you spend $200 you will be able to redeem $10 in points.
I have points! How do I use them?
We will automatically use any redeemable points once we finalize your order. If you prefer us not to use points please indicate this in the additional information section upon checkout.
I'd like to purchase a gift certificate but not sure how.
We have always used paper gift certificates and recently put them on our website as a book item with the most requested amounts. In this case, the "pickup" option would be a paper certificate that you can pick up curbside or "ship" would be an electronic certificate that would be emailed to the address provided. In the 'instructions' field you can give us the recipients email address and a short inscription and we will email it over.
We need to manually do this so if you place an online order for a gift certificate at 10pm on a Saturday we won't be able to process it until someone is back in the shop :)
What's the difference between "will reserve - in stock", "will reserve - stock coming and "special order"?
In Stock are books we should have already in the store. However, sometimes it's our last copy that has taken a walk and if we can't find it we will email you.
Stock coming are books that have already been ordered from the publisher, however, some of these titles could be in reprint or not yet released.
Special Orders are books we do not have in stock at the moment but can order you in a copy. Special orders are FINAL SALE. Times vary by publisher and we cannot guarantee arrival dates. If the title is in reprint or we expect major delays at the distrbutor we will let you know.
I placed an order online and can't track it's progress.
There is no tracking function but we will email you once your order is ready for pickup or local delivery, and you will get an email from Canada Post with your tracking info once the package has been processed by the post.