FAQs
My Account
How do I access my account?
You can log in using a one-time code sent to your email. A password is not required.
How do I edit my account information?
You can view your profile and your orders under your account.
Order Status
Has my order shipped / how do I track my order?
You can check your order status and tracking information under your account. A shipping confirmation email is also sent when your order is shipped.
How do I change quantities or cancel an item in my order?
Please contact us immediately. Once an order has begun processing or has shipped, the order cannot be changed. There may be a delay between shipment of your order and when you receive the tracking information. No tracking information is not an indication that your order has not been shipped.
An item or part of my item is missing.
Your order may have been split into multiple shipments, which may not arrive together. You can check your order details under your account for multiple tracking numbers.
If every shipment listed has been delivered, and you are still missing items or parts, please contact us.
Where possible, please provide photos to help us identify the parts that need replacement.
I received the wrong product.
If you believe you have received the wrong product, please contact us.
Where possible, please provide photos for us to identify the item you received.
My order never arrived.
Please check your order's tracking information under your account. If the tracking status says "delivered", but you have not received the package, please contact us.
If your order was shipped via Canada Post, it may be in your mailbox. Otherwise, it may have been mistakenly delivered to a neighbour. In rare cases the package may also be delivered a day or two after the tracking status says "delivered".
We will work with the carrier to open an investigation to locate your package. If deemed lost, we will replace your order.
When will my backorder arrive?
Backordered items are those which we do not currently have in stock, but will ship to you as soon as they are available in one shipment. It is difficult for us to predict when, but typically the longest this may take is up to 3 months.
We do not directly allow backorders with the exception of the Classroom Packages. We will inform you of the estimated fulfillment time after your order is processed.
Shipping & Handling
How much is shipping?
Shipping is automatically calculated based on the weight of your items and your delivery location. Simply add items to your cart and proceed to the Checkout page where you will be offered shipping methods and their prices. We may also be offering a Free Shipping discount for orders over a certain total for select locations.
When will my order ship?
We generally ship within 2 business days of receiving your order. This excludes weekends and statutory holidays.
Do you ship to Canada?
Yes! We are located in Surrey, BC. As we are in Canada, there are no customs fees or duties for domestic orders.
Do you ship to the US?
Yes, we accept USD orders to the US. Please be aware that international orders may be subject to customs fees, duties, and taxes payable upon receipt that we cannot be responsible for. When in doubt, please check with your local authorities.
Do you ship internationally? (Non-US)
Yes, we accept international orders. If your country is not listed, please contact us. We can provide a custom shipping quote. Please be aware that international orders may be subject to customs fees, duties, and taxes payable upon receipt that we cannot be responsible for. When in doubt, please check with your local authorities.
What carriers do you use?
We primarily ship via Canada Post for smaller domestic orders, UPS for larger or international orders, and occasionally Purolator, Canpar, or FedEx. Some locations such as non-contiguous US states or territories may only be serviceable via Canada Post/USPS. We may calculate live shipping rates via a particular carrier but ship your order via another carrier.
My package has been carded for pickup.
If you were not present for delivery, your package may have been sent to your local pickup location. In this case, please bring the pickup notice as well as your government ID to the indicated location.
In the event that the name on your package is required to match your ID, and it does not, please contact us. Canada Post only requires the address to match, but UPS may require the name to match as well. In this case we can contact UPS for a release code for you to provide to the pickup location.
Returns
What is your return policy?
Please see our Refund Policy page for complete details regarding our return policy.
How do I return my product?
Please see our Refund Policy page for information on returning an item. We ask that you submit a return request or contact us before returning an item.
When will my refund appear on my statement?
Refunds normally take 7-10 business days from the time we receive your item(s) and the credit is issued. We will notify you when your refund is issued.
How can I use my store credit?
If you were issued store credit for your return, it will be automatically applied to your account and display at checkout.
Pricing & Billing
What are my payment options?
During the checkout process, you may choose any of our current payment options, including credit card, PayPal, Interac e-Transfer, and cheque. Please note that we are unable to ship your order before we receive your payment. There may be additional processing time for cheques to clear.
Why was my credit card declined?
- Ensure the required information is entered correctly, including your name, card number, expiry date, and CVV/CVC. The billing address provided may need to match your card.
- Check that the card has sufficient funds.
- Very rarely, if this is your first purchase with us, you may need to authorise the transaction by contacting your card's issuing bank.
If the above does not work, please try a different card or choose another payment method. You can also contact us.
Do you charge sales tax/GST/PST?
If you are in BC, we will collect PST & GST. Outside of BC, we only collect GST and HST. We do not collect PST (or QST) for other provinces.
We do not collect US sales tax or VAT for other countries. However, you may be charged taxes and duties at customs. Please check your local regulations.
Do you accept payments in other currencies?
We accept CAD and USD. Depending on your payment method, you may be able to pay in another currency, to be converted to CAD or USD, but please be aware of your chosen method's converstion rates/fees.
Can I reserve items / pay for my order later?
Your items will be reserved for up to 30 days when placing an e-transfer or cheque by mail order. In other cases, please contact us. We may ask you to pay a deposit to keep your items on hold.
Do you accept purchase orders?
Yes, we currently accept purchase orders from public schools. Please have your puchase order documents sent to us by the purchasing office either via email or by mail. If you need additional information or forms to be completed, such as vendor registration, PAD/direct deposit authorization, the W-8BEN-E, or our tax IDs, please let us know. We are always happy to work with you.
How can I pay by cheque?
Please choose the "Cheque by Mail" payment option at checkout to place your order. Your items will be kept on hold for up to 30 days. Then mail your check to us (you can find our address at our Contact Us page).
Please be aware that we may need to wait for the cheque to clear before shipping your order. In the case of insufficient funds, any NSF fees charged to us will be the customer's responsibility, so please ensure there are sufficient funds to cover the value of the cheque.
Where can I access a copy of my receipt / invoice?
You can view your order details under your account. An order confirmation email is also sent when an order is placed.
When will my credit card be charged?
Your credit card will be charged at the time of your order. In the case of order modifications that require an additional payment, you may need to re-enter your payment information.
How do I purchase / redeem a gift certificate?
You can purchase a gift certificate here. Gift certificates can be redeemed by entering the code at checkout.
I am tax exempt.
Please contact us with the appropriate documentation. We would be happy to provide a tax exemption on your order. Please be aware that we only collect BC PST and Canadian GST, so it is not necessary to provide proof for other sales taxes.
Products
How do I download my PDFs?
After your order and payment are confirmed, you will receive an email with a link to download your PDF files.
If you have not received or lost the email, or you purchased PDF files from us prior to our site migration, and wish to access them, please contact us for assistance.
What is the difference between N beads and C beads?
We carry two kinds of beads. The N beads are wired with copper, and the C bead bars are wired with stainless steel. There are slight colour differences in the beads, particularly with the golden beads, but they are otherwise the same in size and use.
However, for both the bead squares and bead cubes, the C beads' plastic are directly connected and have no metal wiring. The N beads are still wired. So for the squares and cubes, the C beads are at a lower price point. We especially recommend them if you are looking to buy a large amount of golden bead cubes due to their affordability.
You can see these differences in our listing photos.
Do you sell replacements?
Yes, we sell some replacement parts. If you can't find it in our store, please contact us and we will check whether we have extra parts available.
Site Migration
I have a question about your new site.
Please see our Site Migration FAQs.