ONLINE ORDERING FAQs
- How do I place an order?
- How do I pay for my order?
- How can I track my order?
- What should I do if I do not receive my order within the estimated delivery timeframe?
- What should I do if my merchandise arrives broken or damaged from the carrier?
- Why do "Next Day" or "2nd Day" deliveries sometimes take longer than that to arrive?
- How do I redeem a coupon?
- Why do I see duplicate pending charges in my credit card account?
- Do I have to pay sales tax for my order?
- Why am I being told that an item cannot be shipped to me?
PRIVACY & SECURITY FAQs
MY ACCOUNT FAQs
- Why should I sign-up for My Account?
- How do I sign-up for My Account?
- How do I log-in to My Account?
- How do I change the email associated with My Account?
- Why should I sign-up for the WoodstreamBrands.ca enewsletter?
- Will my inbox be hit with a ton of junk mail?
- Can I opt-out of your enewsletter?
- What if I change my email address or sign up with the incorrect address?
PRODUCT REVIEWS FAQs
- What do I need to know about product reviews?
- Are all product reviews published?
- How does WoodstreamBrands.ca use my product review?
ONLINE ORDERING FAQs
Q: How do I place an order?
A: To order a product, visit its product page. Next to the item's price, enter your desired quantity and select the red ADD TO CART button. When a product is added to your cart, you will see a pop-up notification on the top right-hand corner of your screen, underneath the red CHECKOUT button.
Above the red CHECKOUT button, you will see “YOUR CART,” along with the number of items currently in your cart as well as the total cost of your current order (before shipping). Hover over the cart with your mouse to bring up the Mini Cart, which provides a more detailed summary of the products you wish to purchase, including images and product names.
When you are finished shopping, or if you would like to edit your cart, you may click on the red CHECKOUT button. This action will bring you to your Shopping Cart.
From your Shopping Cart, you may edit the quantity of each product you wish to buy, calculate estimated shipping costs to your zip code, and enter any coupon codes or gift cards you may wish to apply to your order. You’ll also be able to view any applicable sales tax, the estimated delivery time, and your order's subtotal.
Should you choose not to make the purchase at this moment, your items will stay in the shopping cart for 3 months. If you wish to continue shopping, simply click the blue CONTINUE SHOPPING button.
If you are ready to proceed with your order, you may checkout one of three ways: click the red PROCEED TO CHECKOUT button to use our 3-step Secured Checkout system, or checkout using PayPal.
If you click PROCEED TO CHECKOUT, you will be taken to our 3-step 100% secured checkout process encrypted by the Comodo® SSL Certificate. (visit our Privacy & Security page for more information). Here you will be able to check out as a guest or a registered user.
As a registered user, your checkout process will be even faster and more convenient, because your shipping and billing addresses will be readily available. You will also have easy access to past orders and the ability to reorder. Best of all, you will receive rewards points for every order. Rewards points are good for discounts on your future purchases. Please visit the My Account FAQs section for more info.
During checkout, your order is confirmed and you are billed, starting the process that fulfills the order and ships the products to your desired location.
When you have successfully completed your order, an Order Confirmation screen appears containing your order number, shipping and billing addresses, billing information (including the last four digits of your card), products that were purchased, and total charge. An email confirming the transaction will be sent to the email address that you provided during checkout.
If you choose Paypal checkout, a Thank You screen appears. Paypal will then send an Order Confirmation to the email address you provided.
We no longer accept payments via Amazon.
Q: How do I pay for my order?
A: You can check out one of two ways: via the WoodstreamBrands.ca Secure Checkout process or PayPal.
WoodstreamBrands.ca accepts the following payment methods:
All transactions will be charged in Canadian Dollars.
Enjoy 100% secure shopping.
Your credit and debit card information is 100% secured by CyberSource in a PCI-compliant environment, and all personal information is protected by a 128-bit SSL encryption from Comodo®, ensuring a safe, identity-theft free transaction.
Q: How can I track my order?
A: Visit our Track Your Order page, and enter your order number for the most up to date information on the status of your order.
If your tracking status isn't immediately available, please check again later. You will receive a confirmation email when your order is shipped to you.
Q: What should I do if I do not receive my order within the estimated delivery timeframe?
A: Sometimes, due to an entry error or incorrect address format, packages come back to us as undeliverable. If you have not received your order or a confirmation within 7 days from the estimated delivery date of its return or refund, please contact us at 1-800-800-1819.
Q: What should I do if my merchandise arrives broken or damaged from the carrier?
A: If you receive your order and it is damaged by the delivery company, refuse delivery (if possible) and call 1-800-800-1819. Please visit our Return Policy page for more details.
Q: Why do "Next Day" or "2nd Day" deliveries sometimes take longer than that to arrive?
A: Orders sent via "Next Day Air" and "2nd Day Air" are delivered to you on the next business day or 2nd business day after the day they are shipped. Orders are shipped during business days only - we do not ship during weekends or holidays. Carriers only deliver during business days as well.
Placing your order very late in the day, after the shipping companies have picked up their last shipment, is one factor that can affect shipping time. Also, due to the nature of items in the order, some orders may take longer to put together, pack, and ship than others.
As a rule, you can expect orders shipped "Next Day" to take 2-3 days to arrive, and orders shipped "2nd Day" to arrive within 3-4 days.
Please visit our Shipping Information page for more details.
Q: How do I redeem a coupon?
A: Periodically, WoodstreamBrands.ca may run percentage (%) discount promotions, dollar (CAD) off discount promotions, or shipping promotions that require you to enter a coupon code for redemption.
To redeem your coupon, just enter the code provided in the “Coupon Code” section of the Shopping Cart, which appears directly below the “ITEMS IN YOUR CART.” The discount will automatically display after you enter the coupon code.
Promotions and coupons advertised on this site are only valid toward the purchase of WoodstreamBrands.ca products. Promotions and coupons do not apply to the purchase of products or accessories from any other sister brands.
Certain promotions have specific item restrictions.
Q: Why do I see duplicate pending charges in my credit card account?
A: Depending on your credit card company and/or bank, you may see two line items in your account after your order is placed. This duplication does not mean that your card will be charged twice. Instead, this duplication is reflecting a pending authorization and a pending payment. Once your bank approves the payment (approval can take up to 24 hours after the pending payment is posted) your card will only be charged once. This duplication is quite common and is determined by your bank. Should you have questions regarding the line items in your account, please feel free to contact us or your bank/credit card company for confirmation.
Q: Do I have to pay sales tax for my order?
A: WoodstreamBrands.ca collects sales tax for online orders in Canada.
Q: Why am I being told that an item cannot be shipped to me?
A: Due to PMRA regulations, some items may not be shipped to all Canadian provinces. If an item is regulated in your province, you will be able to see the following type of regulation note on the product detail page:
"CANNOT ship to Provinces: AB, BC, MB, NB, NL, NT, NS, NU"
You will still be able to add the item to your cart, but if the postal code you enter at the moment of checkout belongs to a restricted province for the product you are trying to order, you will receive an error message, and the item will need to be removed from your cart before you can proceed to checkout.
At that point you have the following options:
1. Order a similar product that is not regulated in your province
2. Change your zip/postal code and ship it to a different province
If you choose to change your zip/postal code at Step 2 of check out - Shipping & Payment, and the new postal code belongs to a restricted province, the checkout process will stop and you will be re-directed to your cart.
PRIVACY & SECURITY FAQs
Q: Is my order secured?
A: Yes. Your information is secured with Comodo Security.
When you place an order with us, you can feel confident that your credit card and personal information is protected by a 128-bit SSL encryption from Cyber Source.
Please visit our Privacy & Security page for more details.
Q: Is the information I enter in My Account secured?
A: Yes. My Account and all sections within it are also 100% secured by the 128-bit SSL encryption, keeping your saved profile, shipping address, billing address, credit card information and order history are safe. Your credit card number is stored by CyberSources's "The Vault" feature, never in our servers.
Enjoy 100% Secure Shopping. Your credit card information is 100% secured by CyberSouce in a PCI-compliant environment and all personal information is protected by a 128-bit SSL encryption from Comodo® ensuring a safe, identity-theft free transaction.
Please visit our Privacy & Security information page for more details.
MY ACCOUNT FAQs
Q: Why should I sign-up for My Account?
A: If you plan on coming back and making future purchases, you will find creating an account with WoodstreamBrands.ca very useful. When you register with WoodstreamBrands.ca, you will have the luxury of a fast and easy checkout, access to past orders with the ability to reorder, and the benefit of rewards points that are good for future discounts with every purchase you make through WoodstreamBrands.ca.
My Account will allow you to create wish lists and alerts and to access past orders. While you are creating your profile, you can select to opt-in for the WoodstreamBrands.ca eNewsletter, which provides valuable tips and advice, as well as special coupons and promotions.
An additional benefit of having a My Account is free return shipping on any orders that do not meet your expectations.
An account is not required to place an order with WoodstreamBrands.ca. My Account is designed to create a more satisfactory shopping experience for you.
Q: How do I sign-up for My Account?
A: To create an account with us, just select “Sign In/Register” on the top of the page, and sign up by providing your user name, email address and a case sensitive password consisting of 7-10 characters. You may also choose to opt-in/out the WoodstreamBrands.ca eNewsletter under My Profile, and provide us with some demographic information that would help us tailor our offers and communications to your interests.
Once your account is created, you can provide multiple shipping and billing addresses, which will simplify your checkout process.
You have the option of making purchases with or without an account. If you make your purchases through your account, you never have to re-enter your information. If you choose to make your purchases without an account as a guest, you will have to reenter your information each time.
My Account and all sections within it are also 100% secured by the 128-bit SSL encryption, so your saved profile, shipping address, billing address, credit card information and order history are safe. Your credit card number is stored by CyberSource's "The Vault" feature, never in our servers.
Q: How do I log-in to My Account?
A: There are two ways you can login to your account. You can either click the Sign in/ Register link at the top right-hand corner of any page, or you can login once you begin the checkout process, after reviewing your cart. Once you select one of these options, simply enter your username and password in the provided fields.
Should you lose or forget your WoodstreamBrands.ca password, click on "Forgot Password," enter your ID (email address) and a temporary password will be emailed to you.
Q: How do I change the email associated with My Account?
A: Your e-mail address is your Login ID. Therefore, your e-mail address cannot be changed.
If the e-mail address that you used to create your account is incorrect, you will need to create another account with the correct address.
Q: Why should I sign-up for the WoodstreamBrands.ca enewsletter?
The WoodstreamBrands.ca eNewsletter provides information and tips specific to your interests.
Also, by signing-up for the WoodstreamBrands.ca eNewsletter, you will be among the first to know about special offers, new product launches and more!
Q: Will my inbox be hit with a ton of junk mail?
Never. If you're ever unhappy with the frequency of our emails, you can unsubscribe immediately from our mailing list.
Q: Can I opt-out of your enewsletter?
You can opt-out from all e-mail communications at any time by clicking on the "Unsubscribe" link at the bottom of our emails and also in your "My Account" profile if you have an account with us.
Q: What if I change my email address or sign up with the incorrect address?
Your e-mail address is used to identify you as an eNewsletter member. Therefore, your e-mail address cannot be changed.
If the e-mail address that you used to sign-up as an eNewsletter member is incorrect, you will need to sign-up again with a correct address. Please note that this will be recognized as a separate newsletter subscription.
PRODUCT REVIEWS FAQs
Q: What do I need to know about product reviews?
WoodstreamBrands.ca gives you the option of submitting reviews for any and all WoodstreamBrands.ca products.
Products are rated from 1 (poor) to 5 (excellent). The number of stars a product displays gives you a quick idea of that item's average consumer rating.
To enter a new review, just click on "Write a Review" on product detail pages and follow the prompts. We ask for a valid email address in order to determine the legitimacy of the review. Also, as an added bonus, our consumer care department may try to contact you to help solve any problems you encountered with the product you've recently purchased.
Your email address WILL NOT be used for marketing purposes and will not be sold to 3rd parties. We respect your privacy!
Q: Are all product reviews published?
Our goal is to provide you with top customer service. Reviews are carefully monitored by our consumer care team in order to ensure product reviews are useful to other consumers.
We reserve the right to not publish reviews that:
- Contain advertisements or unrelated topics.
- Use profane, offensive or defamatory remarks.
- Include pornographic content.
- Try to duplicate another review.
- Reflect the incorrect use of the product.
We also reserve the right to correct typos before publishing a review. We will not alter the meaning or focus of a review in any way.
Q: How does WoodstreamBrands.ca use my product review?
The goal of product reviews is to assist other consumers in finding the most appropriate product.
It is also important to us that you are fully satisfied with your purchase. We may contact you to offer help or alternative solutions to solve any problem you encounter when using our products.