The easiest and most convenient option – place an order through our website with your credit card.

Our site is setup for secure credit card transactions through Secure Sockets Layer (SSL) technology. SSL is encryption technology that provides security for information transmitted over the Internet.

Call our customer service representatives Monday to Friday, at any time between 9am and 5pm PST. Please have your credit card information available, along with a list of the products you wish to purchase.

Toll-free: 1-800-764-3472
Local (Vancouver, Canada): 604-654-2929

Print out your order and fax it to us with your full shipping and billing addresses, credit card information (card number, name on card, and expiration date) and phone number. Fax your order to:

604-654-1993

If you are located in Vancouver, Canada, you can place and pick up your order from the SYNC, Nettwerk’s retail space. Local pick-ups incur no shipping fees.

The SYNC’s hours are 10am-5pm, Monday to Saturday. It’s located at:

1648 W. 2nd Ave. Vancouver, BC
V6J 4R3 Canada

Click here for a map.

Shipping and handling charges can be calculated using the web form in our checkout process. Simply click the Recalculate button on the Billing and Shipping page each time you change the shipping method to see the corresponding change in cost.

If we do not process online orders to your country, please contact us directly at 1-800-764-3472 to determine shipping costs and to place your order.

All orders are processed and shipped the business day after you placed your order (so orders placed on Friday or the weekend will not be processed and shipped until Monday). Please note we do not ship on Canadian statutory holidays. If you are in doubt about when something will arrive, please call us at 1-800-764-3472 to discuss your options.

The following are estimated delivery times provided to us by Canada Post and the U.S. postal system. Unfortunately, we cannot guarantee delivery dates.

Canada:
Express Post: 2-4 business days
Ground: 4-9 business days
FedEx: 1-2 business days

USA:
Express Post: 4-9 business days
Air Post: 10-14 business days
Ground Post: 14-20 business days
FedEx: 1-2 business days

International:
Air Post: 3-4 weeks

Please note that poster tubes always have a slightly longer delivery time due to their large size. Poster tubes and large packages are often left at the post office nearest you for pickup, so we suggest that you check with your post office if you have not received your item by the expected delivery date.

Orders outside of Canada are sent via Canada Post then through your country’s postal system (i.e. the U.S. Postal Service).

Couriered items are sent via FedEx.

We do not insure parcels.

We courier orders through Federal Express for an added fee. The minimum charge for overnight delivery to the U.S. is $20.

Canadian orders are quoted in Canadian dollars.
U.S. and international orders are quoted in U.S. dollars.

Customs duties
You are responsible for paying all customs fees and duties that may be assessed on your order by your country's customs agency. No customs duties are assessed in Canada.

Taxes
No taxes are charged to residents outside of Canada.

Within Canada, a 6% Goods And Services Tax (GST) is charged on all orders. Provincial Sales Tax (PST) is also charged in British Columbia (7%) and in New Brunswick, Nova Scotia, and Newfoundland (8%).

Returned items must be unopened, unworn, and unwashed.

Damaged or mis-shipped items
We endeavor to package items securely and safely, but sometimes they do arrive damaged after their journey to you. If you have received item(s) that were damaged or mis-shipped, we will replace the item free or charge, or give you credit good for a year.

Return the item(s) to us within 30 days of receipt, along with the original packing slip. If you have the original packaging, mark it with “Return to Sender” to return the item. If you do not have the original item, please contact us at 1-800-764-3472 and we will arrange to pay for the return shipping.

Unwanted items
If for whatever reason you are unsatisfied with your purchase, feel free to exchange the item or get credit (good for a year) for your purchase.

For unwanted items, we will not refund or credit you the cost of shipping back damaged or unwanted merchandise. However, you can avoid these return shipping charges by marking “Return to Sender” on the original package. You will be responsible for the shipping cost of any replacement merchandise that is sent to you.

We suggest you call us immediately at 1-800-764-3472 to cancel or change an order. We do our best to administer all order cancellations or changes, but as we process orders soon after we receive them, we cannot guarantee order cancellations.

Our site is secure through Secure Socket Layer (SSL) technology. SSL is encryption technology that provides security while information is being transmitted over the Internet.

While we implement industry-standard security measures on this site, 100% security is not always possible online.

Due to postal system delays, items occasionally take longer than expected to reach you (see “Shipping Times” to see expected delivery dates based on your location).

If you require something on a timely basis, consider having it sent through FedEx.

We will extend the following periods of time before we will reship items reported as not received:

6 weeks from date of shipment in North America
8 weeks from date of shipment outside North America

If you are not at home when delivery is made, the postal service typically leaves larger parcels and poster tubes at the post office nearest to you. You will be left a notice and will be expected to pick up the item(s) yourself. Please note that you will not likely be able to pick up your item from the post office until the next business day.

When a pre-ordered item is purchased, or if an item is on backorder, the package will be shipped only when all the items become available. If you wish to receive in-stock items earlier, please get in touch with us at 1-800-764-3472.

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.

By phone:
1-800-764-3472 (Monday to Friday, 9am-5pm PST, excluding Canadian statutory holidays)

If you phone when we're closed or if the phones are busy, feel free to leave us a message and we will get back to you by the next business day.

By email:
mail.order@nettwerk.com

By fax:
604-654-2929

By mail:
Nettwerk Productions
1650 2nd Ave West
Vancouver, BC
V6J 4R3, Canada