Help & FAQ's

 

Do I have to pay taxes on my online order?

We do not charge taxes on American and International orders which are placed with us. However, duties and other applicable fees become the responsibility of the customer. All Canadian orders will be charged their applicable taxes as determined by the rates in their province of origin.

 

What forms of payment are accepted when ordering online?

We accept Visa or Mastercard for on-line orders. If you do not wish to transmit your card number on our website, you may fax in a copy of a completed order form to us at (416) 591-2171. You can also phone us at (416) 591-1601 or toll free at 1-800-591-1615 with your payment information. Remember that e-mail is not an encrypted form of communication, so please do not e-mail your credit card information to anyone. Please note that once you complete your order, we will contact you by email and you will receive a credit card authorization that must be signed. Once we receive this signed form, you will be charged appropriate shipping and your order will be shipped out to you.

 

Where do you ship to, and what are the shipping fees?

We ship to Canada, the United States and internationally . If you are placing an order going to the U.S. or Internationally and would like to know the cost of shipping, please call at 416-591-1601 or e-mail us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it and we will get back to you within 24 hours with a shipping quote.  For more information on shipping, see our shipping section here.

 

How can I track my order?

Once your order is placed, you will receive a confirmation of order e-mail, which will include both an order and tracking number.

 

How do I place an online order for my business?

As with our in-store account customers, you will need to fill out an account application form. This requires sending us your business information as well as references, which we need to approve your account. Please fill out the online section to apply for an account request or phone at 416-591-1601 / 1-800-591-1615 or e-mail us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it for an account application form.  Once you've signed in with your new account and  completed your order, we will contact you by email and you will receive a credit card authorization that must be signed.  When we receive this signed form, you will be charged appropriate shipping costs and your order will be shipped.

 

What about returns or exchanges?

As with our bricks and mortar store, Above Ground Art Supplies offers a complete return and exchange policy. We offer a 15-day refund policy and a 30-exchange policy. Please see our refund page for complete details.

 

What if I forget my password/username?

When you register with us, you submit your e-mail address and a chosen password. To retrieve your password, simply Click on 'Forget Password' on the left side of your screen and fill out the 'User Name', e-mail address fields. You can simply follow the link here, enter your information in the fields, and your password or username will be sent to you.

 

I have the correct password and user name, but I am having difficulty logging in to the Online Shopping area. Why would this be?

Due to the nature of our website and our intensive inventory, we need to update and restore certain aspects of the site so we can provide you with the most up-to-date and current information. At times you may find that logging into the 'Online Shopping' is difficult but please be patient and try again! We may be in the middle of an update when you try to log in; however, we promise this delay is only temporary. As soon as the update is complete, you will regain access to our site and be able to browse without any problems.

 

I am a U.S customer. Will my payment be in U.S or Canadian dollars?

All prices are listed in Canadian dollars. Your order will be processed in Canadian dollars, and converted into US funds by your credit card company on the day of the transaction.

 

To find out the current exchange rate for US dollars and Canadian dollars, please click here.

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