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1. How to contact us?
2. Top 4 Questions
3. Placing orders
4. Shipping Info
5. Returning / Exchanging
6. Product Information
7. Technical Questions
8. Your Shopping Cart
9. Checking Out
10. My Account
11. Privacy
Contact Us
E-mail: info@polquest.com
To speak to a customer service representative for order and delivery related issues, please call 1-905-783-2246, 5 days a week, Monday through Friday 9 a.m to 5 p.m Eastern Standard time.
For technical web related issues, please send us an email to info@polquest.com
Hours
M-F: 9 a.m. to 5 p.m. Eastern Time
Sat: Closed
Sun: Closed
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Top 4 Questions
When will my order ship?
Provided we have no problems processing payment, all orders placed will be shipped within 48 houers.
You're out of stock in what I want. When will you have more stock in?
If something is out of stock on PolQuest.com/Store, you have an option to send us an e-mail and we'll let you know if and when we'll be getting back into stock on that item. If we aren't getting any more in, we'll do our absolute best to find a similar product for you.
Can I cancel my order if you haven't shipped it yet?
We're sorry, but we can't cancel your order, even if it hasn't shipped. Once you place your order, it begins to go through our automated process so that we can deliver your order as quickly as possible. We apologize for any inconvenience, and we hope that in the majority of cases, our faster processing times work to your advantage. If you have questions about your order, please contact us.
Why don't the colours I see your Web site match the colours on the shoes and clothes that I received?
All monitors have different colour settings, which can affect how colour appears on screen. The colour settings may be why your merchandise may appear differently on the Web than the merchandise you received. If you have further questions, please contact one of our Customer Service representatives.
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Placing orders
Ordering Options
Can I order products from your Web site or over the phone?
We are glad to assist customers with the online shopping experience; our number, 1-905-783-2246. A customer service representative will guide you through the process of adding items into your shopping cart and assisting you through the checkout process. Please have your credit card information readily available as you will be required to enter it during the checkout process.
Gift Wrapping
Do you offer gift wrapping?
We are sorry, but at this time we are not able to offer gift wrapping.
Your Personal Info
You ask for my e-mail address and phone number when I make a purchase. Why do you want them?
When you place an order at PolQuest.com/Store, it begins an automated process. To keep you posted throughout the process, we send you e-mail and sometimes call you. Also, sometimes we have questions that we must have answered before we can ship your order. In these cases, we try to contact you by e-mail first, and then by phone.
Placed Orders
Your Orders
Can I look at orders I've placed in the past?
Yes, you can if you have set up an account. To look at orders you've placed in the past, go to My Account/Order returns. You'll need to log in with your e-mail address and password if you haven't already done so. If you haven't set up an account, we cannot keep track of your order returns. If you would like to set up an account, click here.
Cancelling Your Order
Can I cancel my order if you haven't shipped it yet?
We're sorry, but we can't cancel your order, even if it hasn't shipped. Once you place your order, it begins to go through our automated process so that we can deliver your order as quickly as possible. We apologize for any inconvenience, and we hope that in the majority of cases, our faster processing times work to your advantage. If you have questions about your order, please contact us.
Processing Problems
What does it mean that there is a problem with my order?
It means that we have had a problem processing your order and we can't complete it until we verify some of your information with you by phone.
Why are you calling me to verify my billing information? I've placed many orders and you have called me to verify this information already.
Currently, our system does not recognize repeat customers that have had released problem orders. Because our system can't identify you, we need to call you to verify your information. We're sorry for any inconvenience this may cause.
How do I know if there is a problem processing my order?
We'll contact you in three ways to let you know:
1.On-screen messaging.
2.E-mail with "Problem with your order" as the subject.
3.Phone call.
How do I get my problem order released?
The only way to have an order released is to contact our Customer Service department.
What if I don't contact you about my order that you're having a problem processing?
We'll leave your order on hold for three days to give you time to contact us and for us to try to contact you. If we haven't been able to resolve the problem at the end of three days, we cancel your order automatically and send you an e-mail telling you that we have cancelled your order.
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Shipping Info
Options & Rates
What carrier do you use?
Our carriers are UPS, Fedex and Canada Mail Post. Shipping originates from our distribution center in Mississauga, Ontario.
What do you base your shipping charges on?
Shipping charges depending on the weight and size of the product
Do you ship to international addresses?
Yes we do, different charges may apply, depending on the weight, size of the product and destination country.
Do you deliver to PO Boxes?
We're sorry, but we can't deliver to PO Boxes at this time. We apologize for any inconvenience this may cause.
Do you offer weekend delivery?
We're sorry, but we do not offer weekend delivery at this time. We apologize for any inconvenience this may cause.
Shipping Your Order
When will my order ship?
Provided we have no problems processing payment, all orders placed will be shipped within 48 hours.
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Returning / Exchanging
What is your exchange / returning policy?
We're sorry, but we don't have an exchange or returning policy at this time.
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Product Information
Backorders
Do you take backorders on products that you don't have in stock?
Most certainly, if you have a request on a product please contact as at info@polquest.com.
"Coming Soon" Products
Why do you have some products that say "Coming Soon"?
We show "Coming Soon" on products that are going to arrive in our warehouse in the near future.
Pre-Buy orders
What does "Pre-buy" mean?
Pre-buy means that you can buy the product before we have stock of it so that you can be sure that one is reserved for you.
Specials
What does "Specials" mean?
Those are our best selling products, with the lowest price any where.
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Technical Questions
info@polquest.com for technical assistance
Browser Settings
The screen looks weird. How can I fix this?
This site is best viewed using Internet Explorer, FireFox 2.0 or Netscape 5.5 or higher at a screen resolution of 800 x 600 or 1024 x 768. If you aren't using a 5.5+ browser, you may encounter problems navigating to select areas of the store, viewing certain product information, or using all of the available online ordering features. You can download the latest browser here.
Internet Explorer
Netscape
Firefox
Cookies
What are "cookies" and do I have to have them?
A cookie is a small file that is stored on your computer so that when you visit us again, we'll know who you are. It also allows you to view information in your shopping cart for up to 10 days. Your computer must accept cookies for you to place an order on PolQuest.com/Store.
Flash
Do I need Flash to view PolQuest.com/Store?
No, you don't need Flash to purchase from or to view PolQuest.com/Store.
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Your Shopping Cart
Adding Items
How do I add something to my shopping cart?
When you find something you would like to add to your cart, select the size, colour (if there is an option), and the quantity, and then click the "Add to Cart" button.
Changing Items
How do I change something that I put in my cart?
Once an item is in your shopping cart, you can change the quantity. If you need to change the size or colour(if there is an option), you need to remove the product from your shopping cart and select it again from the product page with the correct size or colour.
Removing Items
How do I remove something from my cart?
If you decide that you don't want something that you've put into your cart, click the "Remove" link next to the item in your cart.
Saving Items
How do I save the items in my shopping cart so I don't have to pick them all out again later?
Your shopping cart will be saved for up to 10 days. You can come back and look at your shopping cart any time you would like within those 10 days.
NOTE: Storing items in your cart does not guarantee the items will be available for purchase when you return to purchase them.
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Checking Out
New Users
I'm a new user. How do I log in?
You have a choice; you can either "Sign in" or "Continue as guest" If you would like to sign in it's as simple as inputting your email address and choosing a password. These options are presented to you once you proceed to checkout from your shopping cart. If you don't want to sign in that's fine, continue as a guest through the checkout process. There are numerous benefits of signing in though; most importantly you can view your order history, experience express checkout, create your own address book for addresses you will be shipping to regularly and a gift reminder service that sends an email to you on dates that you have requested to be reminded for events such as birthdays, anniversaries, etc.
Repeat Users
Forgot your password?
To receive your password, go to My Account and click the "Forgot your password?" link. A new page will open where you can enter the e-mail address you used to register, and your login details will be sent to you.
Saved Addresses
How do I save my Billing Address?
When you place an order, your Billing Address is saved automatically for you.
How do I save a Shipping Address for future use?
To save a Shipping Address, give it a name in the "Name for Shipping Address" field on the Shipping & Billing page in the checkout process.
How do I change my Billing Address?
To change your Billing Address, go to the Billing & Shipping page in the checkout process and enter the new billing address. It'll be saved automatically.
NOTE: You can only have one Billing Address at a time.
How do I change my Shipping Address?
To change your Shipping Address, go to the Billing & Shipping page in the check out process and enter the new shipping address. It'll be saved automatically.
Saved Credit Cards
Can I save my credit card information so I don't have to enter it the next time I want to place an order?
No, to make your shopping experience more secure we are using “paypal” to do all the transactions for us.
Review and Submit
How do I review my order before I submit my payment?
You can see your entire order throughout the checkout process; it is visible on the right side of your screen under "Order Summary".
Submitted Order
How do I submit my order when I'm done shopping?
When you've finished shopping, click the "Check Out" button in the lower right corner of your screen. From there, we'll guide you through the checkout process.
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My Account
What is your exchange policy?
We're sorry, but we don't have an exchange policy at this time.
Saved Addresses
How do I save my Billing Address?
When you place an order, your Billing address is saved automatically for you.
How do I save a Shipping Address?
The ability to save an address is one of the benefits of creating an account. To save a Shipping Address, you must be logged in and then give the address on the "Shipping Details" page in the check out process.
How do I change my Billing Address?
To change your Billing Address, go to the "Billing & Shipping" page in the checkout process and enter the new billing address. It'll be saved automatically.
NOTE: You can only have one Billing Address at a time.
How do I change my Shipping Address?
To change your Shipping Address, go to the Billing & Shipping page in the checkout process and enter the new shipping address. It'll be saved automatically.
NOTE: You can only have one Shipping Address at a time.
Saved Credit Cards
No we don't save your Credit Cards, to make your shopping experience more secure we are using “paypal” to do all the transactions for us.
Change Password
Can I change my password?
Yes, you can change your password by going to My Account/Edit Profile and entering your existing password into the Old Password field, and then entering your New Password in the corresponding fields.
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Privacy
If I sign up for e-Newsletters will you sell or share my e-mail address?
No, we will not sell or share any of your information with anyone. When you sign up for PolQuest.com/Store e-Newsletters on ShopPolQuest.com/Store, whether you came to our site directly or through any link, we will not sell or share your information to any source or company not affiliated with PolQuest.com/Store. All of your information is kept completely private.
Privacy Practices
What are your Privacy Practices?
PolQuest.com/Store adheres to the highest standards of ethical practices in all of our operations, and we are dedicated to protecting the privacy of all visitors to PolQuest.com/Store' Web sites. Our privacy policy is simple: we don't sell, barter, give away, or rent your personal information to any company outside of PolQuest.com/Store. We do have partners who assist us with fulfillment and shipping; in those cases our partners receive a name and shipping address so they can process and ship orders properly. Please read the following terms and conditions carefully before using this Web site ("site"). They were written by our lawyers, and are designed to protect you as well as us. By using our site, you acknowledge that you have read, understood and agree to comply with these terms and conditions.
Why do you ask for personal information?
We ask that you give us certain pieces of personal information so we can know who you are and what you like. We need to know a little bit about you to know how we may serve you better. By knowing your interests, we can gear the site towards you.
Who do I talk to if I have more questions?
You can contact one of our Customer Service representatives by e-mail at info@polquest.com.
Photography Credits
Who took the photographs on the site?
Most product imagery by Polquest.com.
Some site imagery by our partners.
Security Practices
What about my Security?
Your security is of utmost importance to us. At PolQuest.com/Store, our security measures are reviewed constantly and updated to ensure information received online is safe from unauthorized access and use. PolQuest.com/Store is dedicated to protecting the privacy of all visitors to our Web sites, so you can shop and browse with convenience and confidence. We have developed our privacy practices from guidelines established by the Government of Canada, the American Association of Advertising Agencies and the Association of National Advertisers.
Cookies
Client-side cookies are used to verify the login status of customers using products or services linked directly with our website. Usage of a cookie is in no way linked to any personally identifiable information while on our site. If a user rejects the cookie, they may still use our site; however, the user may not be able to access all areas of our site.
Legal Practices
What are your other legal terms?
Our other legal terms are:
a. Usage Restriction
Permission is granted to electronically copy and print in hard copy portions of this site for the sole purpose of using this site as a shopping resource or placing an order. Any other use of materials on this site, including reproduction for purposes other than those noted above, such as modification, distribution or republication, without PolQuest.com/Store' prior written consent, is strictly prohibited.
b. Corporate Identification, Site Content & Trademarks
All trademarks, service marks and trade names of PolQuest.com/Store used herein (including but not limited to: the PolQuest.com/Store name, the PolQuest.com/Store corporate logo, the PolQuest.com/Store Design, or its affiliates. You may not use, copy, reproduce, republish, upload, post, transmit, distribute, or modify PolQuest.com/Store trademarks in any way, including in advertising or publicity pertaining to distribution of materials on this site, without PolQuest.com/Store' prior written consent. The use of PolQuest.com/Store trademarks on any other Web site or network computer environment is not allowed. This protects you, too. When you see the PolQuest.com/Store marks, you can be sure of our quality and performance. PolQuest.com/Store prohibits the use of PolQuest.com/Store trademarks as a "hot" link on or to any other Web site unless establishment of such a link is approved in advance. Information on this site is provided "as is". PolQuest.com/Store disclaims warranties of any kind, either express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose, to the fullest extent permissible pursuant to applicable law. PolQuest.com/Store does not warrant the functions contained in this site or that its content will be uninterrupted or error-free, that defects will be corrected, or that the site or its server are free of viruses or other harmful components.
c. Limitation of Liability
Because we value you, our customer, we make reasonable efforts to place accurate, current content on this Site. However, PolQuest.com/Store makes no warranties or representations as to its accuracy. We assume no liability or responsibility for any errors or omissions in content. Under no circumstances, including, but not limited to, negligence and gross negligence, shall PolQuest.com/Store be liable for any direct, incidental, special, consequential, indirect, or punitive damages resulting from the use of, or the inability to use, this Site or its content, even if you have been advised of the possibility of such damages. Applicable law may not allow the limitation or exclusion of liability or incidental or consequential damages, so the above limitation or exclusion may not apply to you.
d. Governing Law
Any claim relating to, and the use of, this Site and the materials contained herein is governed by the laws of the province of Ontario. You consent to the exclusive jurisdiction of the provincial and federal courts located in Ontario.
e. Amendments
PolQuest.com/Store reserves the right to amend these terms and conditions at any time. Your continued use of this Site is conditioned on the terms and conditions stated at the time of your use. Please visit this page prior to using this Site to determine the current terms and conditions to which you are bound.
f. Transmission of Information
Information you transmit through this Site is subject to PolQuest.com/Store' privacy policy and remains PolQuest.com/Store' property. Users are prohibited from transmitting to or from this Site any unlawful, threatening, libellous, defamatory, obscene, inflammatory or pornographic material or any other material that could give rise to any civil or criminal liability under the law.
g. Additional Terms
Additional terms and conditions may apply to the purchase of product and other uses of this Site. By using this Site, you agree to such terms and conditions.
h. Entire Agreement
These terms and conditions are the entire agreement between the user and PolQuest.com/Store and supersedes any prior understandings or agreements (written or oral).
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