This page sets out where we deliver, how orders are dispatched, and what to expect once an order is on its way. It forms part of our Terms of service.
Where we deliver
We currently deliver to the following destinations:
- Canada, including the territories.
We review this list from time to time and will update this page when it changes. The destinations shown here at the time you place an order are the ones we serve.
If you are outside these destinations and would like to order, please write to us and we will tell you whether we are able to help.
Delivery charges
Delivery charges vary by destination and by the size and weight of the order. The charge that applies to your order is calculated and shown at checkout before you pay, so there is nothing to work out in advance.
Taxes are calculated at checkout in the same way, based on the delivery address.
Duties, customs and cross-border charges
Where an order crosses a border, duties, customs charges and import taxes may apply in addition to the price of the goods and the cost of delivery.
The rules governing cross-border shipments between Canada and the United States change from time to time, sometimes at short notice and sometimes between the day an order is placed and the day it is dispatched. We follow those changes and stay in contact with our carriers so that the amount we quote is as accurate as we can make it.
What you pay, and when
Where charges are payable on an order, we calculate them and collect them at checkout, so that your parcel is not held for payment on arrival. Where no charges are payable, none are collected. The amount, if any, is shown before you pay.
If the amount changes before dispatch
Occasionally the applicable rate changes between the moment you place an order and the moment we dispatch it.
If the amount due turns out to be lower than we collected, we refund you the difference. We do this because we did not pay it, so it is not ours to keep.
If the amount due turns out to be higher than we collected, we contact you before the parcel leaves us and explain the position. You may pay the difference, or cancel the order for a full refund of everything you have paid, including delivery. We will not dispatch an order in that situation until you have told us which you would prefer. We will never charge a card for an increase without asking you first.
What we cannot control
Assessment of duties and taxes is made by the customs authority of the destination country, not by us and not by the carrier. Where an authority assesses an amount different from the published rate, or holds a parcel for inspection, that is outside our control. We will help you with the paperwork and we will pursue the carrier where a charge has been applied in error.
Where a parcel is refused or abandoned at the border and returned to us, we will refund the price of the goods once the parcel reaches us, less any charges we have actually incurred in getting it back.
We do not undervalue parcels, mark goods as gifts, or misdeclare contents on customs paperwork. Declarations are made accurately, which is both a legal requirement and the only way a claim can be made if a parcel is lost.
Collection in the Greater Toronto Area
Collection is available within the Greater Toronto Area. Where it is offered for your order it will appear as an option at checkout, and we will arrange a time and place with you by email.
You are welcome to open the case and examine an item before you take it away.
Please collect within the period we agree. If an item has not been collected and we have had no contact for thirty days, we may return it to stock and refund the amount paid, less any costs reasonably incurred.
Dispatch
Orders are packed at weekends and dispatched on Mondays. You will receive confirmation with tracking details when your order leaves us.
Items are packed for transit with appropriate protection. Discs are secured, cases are padded, and anything fragile is wrapped accordingly.
Delivery times
Once an order has been dispatched, delivery is carried out by an independent carrier and the timescale is theirs rather than ours. Any delivery estimate we give is an estimate and not a guarantee.
If an order has not arrived within a reasonable period, please contact us and we will trace it with the carrier on your behalf.
If an item arrives damaged
Please tell us within 14 days and send photographs of both the item and the packaging it arrived in. We will arrange a refund or replacement under our Returns and refunds policy and take the matter up with the carrier ourselves.
We would ask that you keep the packaging until the matter is settled, as carriers generally require it before they will consider a claim.
Contact
If you have a question about delivery to your address, please write to thedigitalplaylab@gmail.com.