enfrMAY 14-24 MAI, 2021
enfrMAY 14-24 MAI, 2021

Frequently Asked Questions

General FAQs

What are print-on-demand products?

Print-on-demand products are made to order. As the Festival is a charity, print-on-demand products allow us to have a greater variety of products, without having to have the financial risk involved in large orders in advance.

Where do your print-on-demand products come from?

Wherever possible we choose Canadian sources for our products. When a Canadian source is not available, we will select sources from the United States or the United Kingdom. 

 We do not order any products from China.

Shipping

Where do you ship to?

We ship anywhere within Canada via Canada Post. Our print-on-demand items ship directly from each supplier. We do not have control over who they are choosing to use.  

Unfortunately, we are unable to ship to other countries at this time.

How long does it take to ship?

In stock items will typically ship in 1-3 business days (this does not include the shipping time itself).  

The shipping method (for example Expresspost) only affects the travel time, not the shipping time. With the current pandemic, shipments are taking a little longer than normal as Canada Post is experiencing increased volumes. 

We always do our best to get orders out the door as fast as possible.

Why do I have 2 shipping charges?

Some of our products are in stock and ship from Ottawa, but some of our products are print-on-demand and ship from separate locations. 

If you see 2 shipping charges in your cart (shipping 1 and shipping 2) it just means that the shipments are coming from 2 different locations.

How are the shipping charges calculated?

Shipping charges are calculated based on the size and weight of the items being purchased.  

We have no control over the prices the shipping carriers charge.  

We do not tack on a little extra for ourselves and we do not charge a handling fee. The prices shown come from the carriers directly and are based on package dimensions and weight.

If you are finding that shipping is too expensive (like when shopping for bulbs) consider putting in a group order. The difference added for each additional bag of bulbs is minimal.

Where are you located? Can I pick up from your store?

We are located in Ottawa Ontario, Canada. 

 Some items come from our distribution location, but we do not have a public storefront. Other items come from different locations. For that reason, even if you live in Ottawa, items need to be shipped.

Why don't you offer free shipping?

Free shipping isn’t free. If we were to offer it, we’d have to raise our prices to cover the cost. Customers who are geographically close to us would subsidize the shipping for the customers further away. But what if you order multiple items? The shipping cost doesn’t double, increases are minimal. If shipping was built into the price of each item, you would pay much more. 

 While it would be easier from a business perspective, it’s not fair to you. This is why we get real-time quotes from our shipping partners and that’s what you pay.

What's your return policy?

Items that are broken, damaged or do not arrive will be refunded in full. 

Print-on-demand items are made special for you at the time of purchase. For this reason, we cannot provide returns on these items. Please check sizing charts and product details prior to ordering. Shipping fees will only be returned if the product does not arrive. 

We cannot provide refunds on any bulb purchases received in good conditions. Because we have no control over the weather, your soil conditions or the care the bulbs receive once they are planted, we cannot be responsible for their outcome. Should your bulbs not arrive in good condition, please contact us and include a photo of the bulbs for reference.

Do you reimburse the shipping?

Only the product is covered under the return policy. All shipping charges for returned products are the responsibility of the purchaser. The Shipping Carrier did their job and should get paid for it.

Why are some items missing from my shipment?

You may have items in your order that were print-on-demand. These items are produced as you order them. They take a little longer to be made and are coming from separate locations.

Returns

What's your return policy?

Items that are broken, damaged or do not arrive will be refunded in full. 

Print-on-demand items are made special for you at the time of purchase. For this reason, we cannot provide returns on these items. Please check sizing charts and product details prior to ordering. Shipping fees will only be returned if the product does not arrive. 

We cannot provide refunds on any bulb purchases received in good conditions. Because we have no control over the weather, your soil conditions or the care the bulbs receive once they are planted, we cannot be responsible for their outcome. Should your bulbs not arrive in good condition, please contact us and include a photo of the bulbs for reference. 

How do I return my item?

Please contact us before returning any product as you will need a return authorization and return shipping label.

Do you reimburse the shipping?

Only the product is covered under the return policy. All shipping charges for returned products are the responsibility of the purchaser. The Shipping Carrier did their job and should get paid for it.

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