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Ordering | Your Account | Billing | Shipping | Returns | Trouble Shooting | Other.
ORDERING
Q: How do I complete an order?
A: Once you have added all of your items to your shopping cart, click on the "Checkout" button near the bottom of the screen and follow the prompts. After you fill in the payment information and submit your order, you may log out of the e-boutique or continue shopping. An electronic order confirmation will be delivered to your e-mail address.
Q: Are the prices in Canadian or US dollars?
A: All pricing on the website are in Canadian dollars.
Q: Are the items on the e-boutique listed in units or cases?
A: All items on the e-boutique are currently listed in single units.
Q: Who can I speak to at Integrus' Head Office if I have any questions?
A: We encourage you to call Customer Service (1-887-747-4227) for product specific questions.
Q: Can I order one item or is there a minimum quantity required?
A: You can order one item. There is no minimum quantity per order.
Q: Can I remove items from my shopping cart or do I just start over?
A: You can easily remove items from your shopping cart. To do so, simply visit your shopping cart and click on the product you’d like to edit. Enter the quantity “0” and click on the update button. The modified item will be removed from your cart.
Q. Should a phone number be provided for all orders?
A. Yes - A phone number is required in case we need to contact you regarding your order.
Q: Do you have a size chart available for the clothing items?
A: See size chart below.
Q: What happens if one of the items that I have ordered is out of stock?
A: All items are guaranteed to arrive within 7 business days unless we contact you to inform you of an inventory issue at which point you will have the option of canceling your order, requesting a replacement item or waiting for additional inventory to arrive.
Q: What if I can't find an item I am looking for?
A: If the item is no longer on the site, then it is not available. If you have seen the item in the past and it no longer appears, then it is either out of stock or discontinued (e.g. seasonal items). Call Customer Service (1-887-747-4227) if you require further assistance.
Q: How do I get information about my order?
A: If you have any questions regarding an online order, you can contact Customer Service via e-mail, telephone or fax.
Q: Do I get a receipt for each order I place?
A: Yes. An electronic order confirmation will be e-mailed to you after the order is received.
Q: How can I check on the status of my order?
A: You can check your order status by sending an e-mail to Customer Service (1-887-747-4227). Do not forget to quote your order reference number!
Q: What if I order something by mistake?
A: Call Customer Service (1-887-747-4227) and they will stop the shipment and credit your account.
Q: How can I keep up-to-date on the new items added to the e-boutique?
A: All new products are listed in the “What’s New” category for a period of 3 months.
Q: Are bulk order discounts available?
A: At this time, bulk order discounts are not possible. The e-boutique is a fundraising vehicle for the Canadian Cancer Society. Proceeds from the e-boutique go to the Society's mission of eradicating cancer and the enhancement of the quality of life of people living with cancer.
YOUR ACCOUNT
Q: Can you include me in your e-mail updates?
A: When you register with the e-boutique and select to “Opt-In” this will give us permission to send you via e-mail special updates of events and announcements.
Q: How do I “Opt-Out”?
A: When you register, you simply do not complete this field. At any time, if you wish to remove your name from the mailing list, simply go into your Account information and “un-select” the “Opt-In” option. Otherwise, you can simply contact customer service via e-mail, telephone or fax.
Q: Will my personal information be given to a third-party?
A: We value your relationship and respect your privacy. We do not rent or sell any of your information to third-party organizations. We limit the information we collect from you, only asking enough data to provide you with outstanding service. We ensure that your information is kept secure. Please see the Company’s Privacy Policy.
Q: How secure is my credit card information?
A: Our online order process is fully secure and encrypted using the latest 256 bit SSL - the world's strongest encryption technology. All credit card information is fully encrypted before it is transmitted. We use this information solely for the purpose of order payment. Your credit card information will be kept confidential and will never be shared.
Q: I forgot my username and password. What can I do?
A: Your username is your e-mail address. Under “My Account”, you can enter your e-mail address to have your password sent to you.
Q: How do I change my password?
A: Navigate to "My Account" and find the "Account & Contact Info" tab. You can create your new password by typing it in the provided box. You will have to re-enter this password. You may change your password any time you want on your "Account" page.
BILLING
Q: How do I pay for my order?
A: All orders must be paid by MasterCard or Visa at the time of order.
Q: I do not have any credit cards. Is it possible for me to buy something from the e-boutique by sending a personal check or money order?
A: It is possible to pay by money order. Call Customer Service (1-887-747-4227) to place your order over the phone. We must receive the money order before we can ship your merchandise.
Q: Where do I get a printed copy of my receipt?
A: When placing your order online you have the option to print a receipt. If you missed the option at the time you placed your order, you can go online, login to "Your Account" with your username and password, and view "Order/Billing History". You will be able to view all of your orders. Click on the order number that you need a receipt for to view the details and then click on print.
Q: Will my credit card be processed immediately?
A: Yes, your information goes through our live payment gateway service and is verified with Visa or MasterCard as soon as you complete the checkout process.
SHIPPING
Q: What is the delivery time on a stock order?
A: All items are guaranteed to arrive within 7 business days unless we contact you to inform you of an inventory issue. At that time you will have the option of canceling your order, requesting a replacement item or waiting for additional merchandise to arrive.
Q: How will you ship my order?
A: Our carrier of choice is Purolator Courier and most shipments will be sent via their ground service. Should you require the merchandise sooner than Purolator's ground service, please contact Customer Service (1-887-747-4227) regarding special shipping instructions and the additional charges, if applicable.
Q: How are shipping and handling costs calculated?
$12 flat rate -Ontario and Quebec
$20 flat rate -Alberta , British Columbia , New Brunswick , Newfoundland and Labrador , North West Territories, Nova Scotia , Nunavut , Prince Edward Island , Saskatchewan and Yukon
These rates are calculated based on Purolator ground service charges and take into account the average weight of an order and average distance of a shipment. It also covers the cost of our environmentally friendly shipping materials used to pack your order. A flat rate allows our supporters across the country the benefit of a fixed fee every time they order, regardless of the weight of their items.
Q. Will orders be delivered to post office box addresses?
A. Only if a phone number is provided.
Q: Can I ship item(s) directly to someone else as a gift?
A: Absolutely. The shipping section allows you to put in an alternate address. It automatically populates with your shipping address to complete your transaction order.
Q: How do I ship items to a different address, like my work?
A: Absolutely. The shipping section allows you to put in an alternate address. It automatically populates with your shipping address to complete your transaction order.
Q: What if my order doesn't arrive?
A: Contact Customer Service (1-887-747-4227) and have your order number from your email handy so a trace can be performed. It can also be found in Your Account using the previous order link.
Q: What if I want to pick up my order from your warehouse instead of having it shipped?
A: If you wish to pick up your goods from our warehouse in Waterloo, you can simply select the Integrus address (445 Dutton Rd, Waterloo Ontario, N2L 4C7) as your ship-to address during your checkout process.
Q: If I send a gift, will the recipient receive the invoice?
A: You do not need to worry about the recipient receiving the invoice. The invoice will only go to the “Bill to” location. The recipient will however receive a copy of the packing slip. This is to ensure they received everything that was detailed in the order.
Q: Can you ship outside of Ontario or to an international address?
A: We can ship to anywhere in Canada, but at this time, we are unable to accept or ship international orders through this website.
RETURNS
Q: What if I get something that is broken?
A: Call Customer Service (1-887-747-4227) and they will provide Return Authorization as well as details on how to return an item.
Q: What is your return policy?
A: Please call Customer Service (1-887-747-4227) before returning any merchandise. You will be supplied with the necessary return information. Returns will be accepted on any unused items.
TROUBLE SHOOTING
Q: What do I do if my Internet connection is interrupted while placing an order?
A: If you can't go online, you may fax, mail or call-in the order. If your order was submitted before the interruption, wait for an e-mail confirmation of the order. Otherwise, call Customer Service (1-887-747-4227) to confirm.
Q: What are the browser requirements for viewing the site?
A: Your computer must have Netscape Navigator 6.0, Internet Explorer 5.0, FireFox 3.0 and/or Safari 3.2 or higher in order to view the site properly.
Q: I receive but can not see online receipts e-mailed to me. What's wrong?
A: Online receipts require an e-mail client (MS Outlook, MS Outlook Express, Eudora, etc.) to be configured to accept HTML formatted messages. If your e-mail client can only receive RTF or plain text messages, you will need to consult your IT administrator for assistance in setting up your e-mail to receive HTML formatted messages. Note! You can access all your transaction receipts online at any time. Log in to your profile and navigate to "Order/Billing History".
Q: Why didn't I receive an e-mail confirmation?
A: An incorrect e-mail address may have been entered. Please contact Customer Service (1-887-747-4227) with your order confirmation number and we will confirm that your order has been placed.
Q: The web site is slow in processing my order. What should I do?
A: We constantly benchmark our site for performance. If you would like you are welcome to call in your order to customer service or try back in a few minutes.
Q: Does the e-boutique use cookies?
A: No, we do not use cookies on this site.
Q: Who do I contact if I have a problem with my order?
A: We are ready to help if you have questions about your order. Please contact Customer Service (1-887-747-4227) via e-mail, telephone or fax.
OTHER
Q: Who is Integrus Brand Solutions?
A: Integrus Brand Solutions is a Mississauga, Ontario-based promotional products and services company focused on delivering customized web-based solutions to support their customers' branding, promotional, and rewards and recognition initiatives. Integrus delivers a seamless, one-stop experience for customers that encompasses corporate merchandise programs, merchandise web-based stores, special orders, rewards & recognition programs, consumer offers, in-house embroidery, design of custom clothing and warehouse/distribution services. With more than 20 years of experience, prominent Canadian blue chip clients and a number of international clients through its partnership with Staples Promotional Products; Integrus is well-positioned to support its customers' unique requirements. For additional information, please visit the company website: www.integrusid.com.
Q: How can I make suggestions for items that I would like to see in the e-boutique?
A: Either call Customer Service (1-887-747-4227) or fax (1-800-787-6009) your suggestion and your comments and suggestions will be logged for future consideration. Alternatively you can email eboutique@ontario.cancer.ca.
Q: What is the purpose of the Canadian Cancer Society e-boutique?
A: This is a unique opportunity to show your pride as a Society supporter while raising valuable funds for our mission. You can feel good about your purchase as funds raised from the e-boutique will go towards the Ontario Division of the Canadian Cancer Society, regardless of where you order from.
Q: Can I donate as well as purchase items on the e-store?
A: You can also make a donation by clicking on the "Donate" link at the top of the page. You will be brought to the www.cancer.ca site for your donation. lt is not part of the e-boutique site.
Q: Where can I find information on the Canadian Cancer Society programs, operations, employment, volunteering, etc?
A: Visit our web site at www.cancer.ca and see how people like you are helping to make cancer history
Q: Where can I go to buy Canadian Cancer Society merchandise off-line?
A: Currently, products can only be purchased through the e-boutique.
Ordering | Your Account | Billing | Shipping | Returns | Trouble Shooting | Other.
ORDERING
Q: How do I complete an order?
A: Once you have added all of your items to your shopping cart, click on the "Checkout" button near the bottom of the screen and follow the prompts. After you fill in the payment information and submit your order, you may log out of the e-boutique or continue shopping. An electronic order confirmation will be delivered to your e-mail address.
Q: Are the prices in Canadian or US dollars?
A: All pricing on the website are in Canadian dollars.
Q: Are the items on the e-boutique listed in units or cases?
A: All items on the e-boutique are currently listed in single units.
Q: Who can I speak to at Integrus' Head Office if I have any questions?
A: We encourage you to call Customer Service (1-887-747-4227) for product specific questions.
Q: Can I order one item or is there a minimum quantity required?
A: You can order one item. There is no minimum quantity per order.
Q: Can I remove items from my shopping cart or do I just start over?
A: You can easily remove items from your shopping cart. To do so, simply visit your shopping cart and click on the product you’d like to edit. Enter the quantity “0” and click on the update button. The modified item will be removed from your cart.
Q. Should a phone number be provided for all orders?
A. Yes - A phone number is required in case we need to contact you regarding your order.
Q: Do you have a size chart available for the clothing items?
A: See size chart below.
| LADIES | S | M | L | XL | |||||
| Chest | 28/32" | 30/34" | 32/36" | 34/38" | |||||
| Length | 22" | 23" | 24" | 25" | |||||
| MEN'S | S | M | L | XL | 2XL | ||||
| Chest | 34/38" | 36/40" | 38/42" | 40/44" | 42/46" | ||||
| Length | 26" | 27" | 28" | 29" | 30" |
Q: What happens if one of the items that I have ordered is out of stock?
A: All items are guaranteed to arrive within 7 business days unless we contact you to inform you of an inventory issue at which point you will have the option of canceling your order, requesting a replacement item or waiting for additional inventory to arrive.
Q: What if I can't find an item I am looking for?
A: If the item is no longer on the site, then it is not available. If you have seen the item in the past and it no longer appears, then it is either out of stock or discontinued (e.g. seasonal items). Call Customer Service (1-887-747-4227) if you require further assistance.
Q: How do I get information about my order?
A: If you have any questions regarding an online order, you can contact Customer Service via e-mail, telephone or fax.
Q: Do I get a receipt for each order I place?
A: Yes. An electronic order confirmation will be e-mailed to you after the order is received.
Q: How can I check on the status of my order?
A: You can check your order status by sending an e-mail to Customer Service (1-887-747-4227). Do not forget to quote your order reference number!
Q: What if I order something by mistake?
A: Call Customer Service (1-887-747-4227) and they will stop the shipment and credit your account.
Q: How can I keep up-to-date on the new items added to the e-boutique?
A: All new products are listed in the “What’s New” category for a period of 3 months.
Q: Are bulk order discounts available?
A: At this time, bulk order discounts are not possible. The e-boutique is a fundraising vehicle for the Canadian Cancer Society. Proceeds from the e-boutique go to the Society's mission of eradicating cancer and the enhancement of the quality of life of people living with cancer.
YOUR ACCOUNT
Q: Can you include me in your e-mail updates?
A: When you register with the e-boutique and select to “Opt-In” this will give us permission to send you via e-mail special updates of events and announcements.
Q: How do I “Opt-Out”?
A: When you register, you simply do not complete this field. At any time, if you wish to remove your name from the mailing list, simply go into your Account information and “un-select” the “Opt-In” option. Otherwise, you can simply contact customer service via e-mail, telephone or fax.
Q: Will my personal information be given to a third-party?
A: We value your relationship and respect your privacy. We do not rent or sell any of your information to third-party organizations. We limit the information we collect from you, only asking enough data to provide you with outstanding service. We ensure that your information is kept secure. Please see the Company’s Privacy Policy.
Q: How secure is my credit card information?
A: Our online order process is fully secure and encrypted using the latest 256 bit SSL - the world's strongest encryption technology. All credit card information is fully encrypted before it is transmitted. We use this information solely for the purpose of order payment. Your credit card information will be kept confidential and will never be shared.
Q: I forgot my username and password. What can I do?
A: Your username is your e-mail address. Under “My Account”, you can enter your e-mail address to have your password sent to you.
Q: How do I change my password?
A: Navigate to "My Account" and find the "Account & Contact Info" tab. You can create your new password by typing it in the provided box. You will have to re-enter this password. You may change your password any time you want on your "Account" page.
BILLING
Q: How do I pay for my order?
A: All orders must be paid by MasterCard or Visa at the time of order.
Q: I do not have any credit cards. Is it possible for me to buy something from the e-boutique by sending a personal check or money order?
A: It is possible to pay by money order. Call Customer Service (1-887-747-4227) to place your order over the phone. We must receive the money order before we can ship your merchandise.
Q: Where do I get a printed copy of my receipt?
A: When placing your order online you have the option to print a receipt. If you missed the option at the time you placed your order, you can go online, login to "Your Account" with your username and password, and view "Order/Billing History". You will be able to view all of your orders. Click on the order number that you need a receipt for to view the details and then click on print.
Q: Will my credit card be processed immediately?
A: Yes, your information goes through our live payment gateway service and is verified with Visa or MasterCard as soon as you complete the checkout process.
SHIPPING
Q: What is the delivery time on a stock order?
A: All items are guaranteed to arrive within 7 business days unless we contact you to inform you of an inventory issue. At that time you will have the option of canceling your order, requesting a replacement item or waiting for additional merchandise to arrive.
Q: How will you ship my order?
A: Our carrier of choice is Purolator Courier and most shipments will be sent via their ground service. Should you require the merchandise sooner than Purolator's ground service, please contact Customer Service (1-887-747-4227) regarding special shipping instructions and the additional charges, if applicable.
Q: How are shipping and handling costs calculated?
A: Shipping charges are as follows:
$12 flat rate -
$20 flat rate -
These rates are calculated based on Purolator ground service charges and take into account the average weight of an order and average distance of a shipment. It also covers the cost of our environmentally friendly shipping materials used to pack your order. A flat rate allows our supporters across the country the benefit of a fixed fee every time they order, regardless of the weight of their items.
Q. Will orders be delivered to post office box addresses?
A. Only if a phone number is provided.
Q: Can I ship item(s) directly to someone else as a gift?
A: Absolutely. The shipping section allows you to put in an alternate address. It automatically populates with your shipping address to complete your transaction order.
Q: How do I ship items to a different address, like my work?
A: Absolutely. The shipping section allows you to put in an alternate address. It automatically populates with your shipping address to complete your transaction order.
Q: What if my order doesn't arrive?
A: Contact Customer Service (1-887-747-4227) and have your order number from your email handy so a trace can be performed. It can also be found in Your Account using the previous order link.
Q: What if I want to pick up my order from your warehouse instead of having it shipped?
A: If you wish to pick up your goods from our warehouse in Waterloo, you can simply select the Integrus address (445 Dutton Rd, Waterloo Ontario, N2L 4C7) as your ship-to address during your checkout process.
Q: If I send a gift, will the recipient receive the invoice?
A: You do not need to worry about the recipient receiving the invoice. The invoice will only go to the “Bill to” location. The recipient will however receive a copy of the packing slip. This is to ensure they received everything that was detailed in the order.
Q: Can you ship outside of Ontario or to an international address?
A: We can ship to anywhere in Canada, but at this time, we are unable to accept or ship international orders through this website.
RETURNS
Q: What if I get something that is broken?
A: Call Customer Service (1-887-747-4227) and they will provide Return Authorization as well as details on how to return an item.
Q: What is your return policy?
A: Please call Customer Service (1-887-747-4227) before returning any merchandise. You will be supplied with the necessary return information. Returns will be accepted on any unused items.
- If you receive any product that is damaged in transit or contains manufacturer's defects, please call Customer Service (1-887-747-4227) within 15 business days.
- For product damaged or opened during transit, you must notify the courier upon signing for the package. Once your returned item(s) has been received and accepted at our warehouse; we will refund or credit the value of the returned merchandise, plus tax.
- Please note that delivery charges are not refunded. In the event the return is due to defective material or an error on our part, delivery charges will be refunded in full. To qualify for a refund, goods must be returned unused.
TROUBLE SHOOTING
Q: What do I do if my Internet connection is interrupted while placing an order?
A: If you can't go online, you may fax, mail or call-in the order. If your order was submitted before the interruption, wait for an e-mail confirmation of the order. Otherwise, call Customer Service (1-887-747-4227) to confirm.
Q: What are the browser requirements for viewing the site?
A: Your computer must have Netscape Navigator 6.0, Internet Explorer 5.0, FireFox 3.0 and/or Safari 3.2 or higher in order to view the site properly.
Q: I receive but can not see online receipts e-mailed to me. What's wrong?
A: Online receipts require an e-mail client (MS Outlook, MS Outlook Express, Eudora, etc.) to be configured to accept HTML formatted messages. If your e-mail client can only receive RTF or plain text messages, you will need to consult your IT administrator for assistance in setting up your e-mail to receive HTML formatted messages. Note! You can access all your transaction receipts online at any time. Log in to your profile and navigate to "Order/Billing History".
Q: Why didn't I receive an e-mail confirmation?
A: An incorrect e-mail address may have been entered. Please contact Customer Service (1-887-747-4227) with your order confirmation number and we will confirm that your order has been placed.
Q: The web site is slow in processing my order. What should I do?
A: We constantly benchmark our site for performance. If you would like you are welcome to call in your order to customer service or try back in a few minutes.
Q: Does the e-boutique use cookies?
A: No, we do not use cookies on this site.
Q: Who do I contact if I have a problem with my order?
A: We are ready to help if you have questions about your order. Please contact Customer Service (1-887-747-4227) via e-mail, telephone or fax.
OTHER
Q: Who is Integrus Brand Solutions?
A: Integrus Brand Solutions is a Mississauga, Ontario-based promotional products and services company focused on delivering customized web-based solutions to support their customers' branding, promotional, and rewards and recognition initiatives. Integrus delivers a seamless, one-stop experience for customers that encompasses corporate merchandise programs, merchandise web-based stores, special orders, rewards & recognition programs, consumer offers, in-house embroidery, design of custom clothing and warehouse/distribution services. With more than 20 years of experience, prominent Canadian blue chip clients and a number of international clients through its partnership with Staples Promotional Products; Integrus is well-positioned to support its customers' unique requirements. For additional information, please visit the company website: www.integrusid.com.
Q: How can I make suggestions for items that I would like to see in the e-boutique?
A: Either call Customer Service (1-887-747-4227) or fax (1-800-787-6009) your suggestion and your comments and suggestions will be logged for future consideration. Alternatively you can email eboutique@ontario.cancer.ca.
Q: What is the purpose of the Canadian Cancer Society e-boutique?
A: This is a unique opportunity to show your pride as a Society supporter while raising valuable funds for our mission. You can feel good about your purchase as funds raised from the e-boutique will go towards the Ontario Division of the Canadian Cancer Society, regardless of where you order from.
Q: Can I donate as well as purchase items on the e-store?
A: You can also make a donation by clicking on the "Donate" link at the top of the page. You will be brought to the www.cancer.ca site for your donation. lt is not part of the e-boutique site.
Q: Where can I find information on the Canadian Cancer Society programs, operations, employment, volunteering, etc?
A: Visit our web site at www.cancer.ca and see how people like you are helping to make cancer history
Q: Where can I go to buy Canadian Cancer Society merchandise off-line?
A: Currently, products can only be purchased through the e-boutique.
Ordering | Your Account | Billing | Shipping | Returns | Trouble Shooting | Other.
Customer Service Representatives are available from Monday to Friday, 9am - 5pm EST at 1-877-747-4227 (SHP4CCS)
© 2009 Canadian Cancer Society. All Rights Reserved. Charitable registration number: 11882 9803 RR0006 (Canada); 98-6001242 (USA)