Mail Order FAQ:



What are your hours of operation?

A: 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.



How may I place my order? Do I have a choice of methods?

A: We offer a choice of methods by which to place your order with us when you're online. You may send your order securely to us; you may print it up and fax or mail it to us or you may phone us. Choose whichever method works for you.

If you are ordering FedEx, please be aware that your signature will be required for delivery.

We will not refund shipping for FedEx packages returned to us due to a refusal of a signature.





Are the prices quoted in Canadian or U.S. dollars?

A: Canadian orders are made in Canadian funds. US and international orders are made in US funds.



Is your site safe for credit card transactions?

A: Our site becomes secure (through SSL) once you reach the payment page.



Can I cancel or change my order?

A: That depends on how you placed your order. If you sent it via the web site, by phone, or by fax, you must call immediately in order to cancel it. We process those daily and your order may be out the door by the time you call. If you chose to order by mail, contact us as soon as possible. We will attempt to flag your order for cancellation. We cannot guarantee cancellation of any order, so please carefully select your order before sending it to us.



What are your shipping/handling charges?

A: Shipping and handling charges vary depending on where we are shipping the order and how much it weighs. 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.



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



What shipping method(s) do you use? Do you ship to destinations outside of Canada/U.S.A?

A: Orders to Canadian destinations are shipped via Canada Post's Expedited ground or Air service. Orders to the U.S. are sent via Canada Post and then via the U.S. postal service. All orders to destinations outside of North America are sent via Canada Post and then your respective country's postal system. We do not insure parcels. Be sure that you have provided us with your correct address, postal/zip code, etc.



Will you courier something to me?

A: Yes, we will courier orders to customers, but the customer must pay the extra cost for doing so. We use Federal Express. The minimum charge for overnight delivery to the U.S. is $20. Please contact us for specific rates to your destination and for your order.



How long does it take for an order to reach me? What happens if I haven't received my order?

A: Most orders placed by phone, fax, or over the web arrive within 2-3 weeks. Orders placed by mail take 4-6 weeks. International orders may take a minimum of 4 and up to 8 weeks to reach their destination. Due to postal system delays, occasionally items take longer than expected to reach you. Please be patient. If you require something on a timely basis, please save yourself (and us) stress and have it couriered.



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





Who pays customs fees and duties?

A: You are responsible for paying all customs fees and duties that may be assessed on your order by your country's customs agency.



What if I want to return something? Will you pay the shipping?

A: We don't give refunds, only exchange or credit. You can exchange anything you don't want. Send unopened, unworn, unwashed items you don't want back to us. Or if you prefer, you can return the item(s) you don't want and we'll give you a credit. You have one year to use your credit.



If you want to exchange an item that you ordered, we require you to pay the minimum shipping charge again. If you're returning something to us which we sent to you in error, don't worry, we'll pay the shipping to resend it to you. You can read our full return policy .



What if goods arrive damaged?

A: We endeavour to package items securely and safely, but sometimes they do arrive damaged after their journey in the postal system. We will not replace broken CD cases, but we will replace broken CDs. Posters tend to get wrinkled no matter how well we pack them, so if you can live with the wrinkle, we'd appreciate that. If the poster tube is unrecognizable (and some are) when you get it, by all means send it back for a replacement (refer to the return policy for how to do that). If you have any questions about goods you've received, just call us at 1-800-764-3472.



How can I contact a customer service representative?

A: If you have a question or a problem, there are several ways you can contact us. The best way is by phone: 1-800-764-3472



If you phone when we're closed or the phones are busy, you may leave a message on our voice mail.



You can also email us: mail.order@nettwerk.com



Fax us: 604-654-2929



Or send us a letter:

Nettwerk Mail Order

1650 2nd Ave West

Vancouver, BC

V6J 4R3, Canada





If I order a few items, and one of them isn't availble immediately (i.e. a pre-sale item or an item on back order) do I receive separate packages?

A: When a pre-ordered item is purchased, or if an item is on back order, the package will be shipped only once all the items become available and the order is complete. If a FedEx or ExpressPost order was placed the same regulations apply, meaning that the package will still only be shipped once all items are available.



Where can I go to resolve problems with ringtones?

A: All ringtones listed on Werkshop are made available through http://www.iloopmobile.com/. Please contact them directly if you have any issues or problems with downloading our using the ringtones..