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, Mastercard, and American Express 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 if calling in your order, once completed, 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. Please note, all of our prices are listed in Canadian dollars. 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 email@example.com 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?
Simply contact us with your order details, and we’ll be happy to send you all of the information you need to track your order, including carrier 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 firstname.lastname@example.org 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 ‘Forgot Password/Username?’ in the Sign In/Sign Up login area, 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 temporary 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 On-line 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 problem.
Because we’ve recently migrated to a new e-commerce platform, if you have not logged in recently you may need to reset your password, as our new system has higher security password requirements. To do this, simply follow the “Forgot Password?” link here.
If you still find you are having difficulty logging in to your account, please email email@example.com and we’ll be happy to look into it for you.
I am a U.S customer. Will my payment be in U.S or 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.
Does your on-line stock reflect what’s available in-store?
Due to the nature of our inventory system, our on-line stock currently reflects what is available at our McCaul location only. Selection at our Junction and Beach locations varies, although we are more than happy to transfer any items we carry to the location of your choice for convenient pick-up. To make sure we have what you need when you visit us in-store, just give us a call and we can check our current stock for options. Find our complete list of locations and phone numbers here.