Customer Service

Hours of Operation:

We are open Monday thru Friday, 9 am til 5 pm every day except Canadian statutory holidays. All orders are processed on the next business day after you placed your order. All orders are shipped 2 business days after you placed your order. For example, if you place your order on a Friday, it will not be shipped til Tuesday. Please keep this in mind when determining how long it will take for your shipment to arrive based on the service you select. (see below)

Ordering Details:

There are several ways which you can place your order besides online:

1. You can print out your order and fax it to us with your credit card information and phone number at:

(604) 654-1993

2. Phone our mail order department at:

Toll-Free Within North America: 1-800-764-3472
Outside North America: (604) 654-2929

Shipping Charges:

For Canada and the U.S.

Use the web form to calculate your shipping charges based on the shipping method you prefer. Simply click on the "Recalculate Tax/Shipping" button in the Check Out area each time you change the shipping method to see the corresponding change in cost.

International
Same as above. If we do not process online orders to your country, please contact us directly to place your order and to determine shipping costs.

Delivery Of Orders:

Please note that the following are estimated delivery times provided to us by Canada Post and the U.S. postal system. We cannot guarantee delivery dates. Actual delivery will vary depending on what day you placed your order ie. if it was a Friday or a weekend day, your order won't be processed til the following Monday and won't be shipped til the Tuesday. Weekday statutory holidays will also affect your order delivery by delaying it by 1-3 business days. If you are in doubt about when something will arrive, please call us to discuss your options.

If something you ordered by Express post or by Fedex is backordered, we will contact you to let you know that it will be delayed.

Also please note that larger parcels and all poster tubes will not likely be left at your address by the postal service. They will be held at the postal station nearest you. You will be left a notice and will be expected to pick up the item(s) yourself. This is another way that delivery may be delayed.

Canada:
Express Post: 2-4 business days, depending on what province you live in.
Ground: 4-9 business days, depending on what province you live in.
Fedex: 1-2 business days, depending on what province you live in.

USA:
Express Post: 4-9 business days, depending on what state you live in.
Air Post: 10-14 business days, depending on what state you live in.
Ground Post: 14-20 business days, depending on what state you live in.
Fedex: 1-2 business days, depending on what state you live in.

International destinations:
Air post: 3-4 weeks
Please note that poster tubes always take a bit longer due to their awkardness. Poster tubes and large packages are often left at the post office nearest you for pickup, so be sure to check there before calling us.

Taxes:

6% GST (Goods And Services Tax) will charged on orders being shipped within Canada.

7% PST (Provincial Sales Tax) will be charged on orders being shipped within British Columbia, Canada.

On April 1st, 1997, the Canadian government introduced the Harmonized Sales Tax, or HST. HST blends the sales taxes of New Brunswick, Nova Scotia and Newfoundland with the GST at a combined rate of 14% (6% GST and 8% provincial tax.) For customers in these areas, HST will be charged on orders placed using this site or other mail order means.

Returns Policy:

Barenaked Ladies Mail Order does not refund orders. Damaged or misshipped merchandise must be returned within 30 days of receipt along with the original packing list to be replaced free of charge. Barenaked Ladies Mail Order does not refund or credit the customer's shipping charge for sending back damaged merchandise. (To avoid these charges, simply mark RETURN TO SENDER on the original package.) We do, however, extend a credit for shipping charges incurred from returning misshipped merchandise.

If you are unhappy with an item for any reason other than damage or misshippment we will offer an exchange or credit. The item(s) must be returned within 30 days of receipt along with the original packing list. The customer must also submit additional shipping to cover the cost for Barenaked Ladies Mail Order to send the replacement order. We do not, under these circumstances, extend a credit for or refund the customer's shipping cost.

Please call 1-800-764-3472 for more information.