FAQ

Visit us at:
Poster Pals
95 Ditton Drive
Hamilton, ON  L8W 2E5

Monday to Friday: 9:30am to 3:30pm EST. 
Saturday by appointment

Toll Free:  1-800-265-7754
Local / International: 905-385-4677
Toll Free Fax:   1-800-372-6818
Email- posters@posterpals.ca
CHAT - Use our live chat to get instant support

At Poster Pals, we want to ensure your satisfaction.
Most Frequently asked Questions:

Q.   What methods of payment do you accept?

A.   When ordering Online, we accept Visa, Mastercard, PayPal and Interac.
       When ordering by phone or fax, we accept Visa and Mastercard.
       If you prefer to pay with a cheque, please print out our order form and mail us your order along with your cheque.
       Feel free to drop by our office in Hamilton.

Q. Can I use a PO# when purchasing online?

A. Sorry, no.  If you would like to use a school/board Puchase Order, please email or fax in your order. (1-800-372-6818 fax)

Q.  How long will it take to get my order?

A.   We pride ourselves in getting your order to you quickly.  Orders leave us within 1 to 2 business days.  Delivery time depends on where you are located and the method of shipping that you select.   All orders ship from our Canadian office.

Q.   Which shipping method should I select?

A.   All orders ship from our Canadian office.  Please take some time to think about the best shipping method for your particular address.  Note that couriers cannot deliver to every address.  Please select Canada Post if any of the situations below  apply to you:

• you live in an apartment building
• your address is a Rural Route
• your address is a PO Box.

We offier In-Store pickup by calling to coordinate. 

If you are one of our many USA customers and you choose Canpar, please be advised that UPS will be the delivery service. (Canpar will give package(s) to UPS to complete delivery process).  

If you are one of our many International customers, please be advised that if you select "surface", this will take a minimum of 6-8 weeks for delivery.

Q. A handling charge is being shown at checkout?

A. You may be billed a handling charge at checkout.  This charge is to offset fees due to (but not limited to) location of delivery, administration costs for duty/customs, IT fees for downloadable items, multiple box fees, or incidential fees for payment processing.

Q. What about brokerage charges?

If you are a USA or International customer, you may be billed duty/brokerage charges for your order from the respective courier bringing you your order.  Poster Pals shipping charges do not include duty/brokerage fees.  If you have questions as to whether your order may or may not incurr these charges - please contact us at 1-800-265-7754 or posters@posterpals.ca.   All orders ship from our Canadian office.

If you are a USA or International customer, you may be billed handling charges if your total is between a particular value.  These are to offset administrative overhead required for paperwork surrounding duty, customs, declared value, etc. 

Q. Can I return something if it's not right for my students?

A. We want to ensure you have the best products to assist you.  Please review our return and exchange policies for more information.

Q. How do I purchase your downloadable (digital) products?

A. Below the item price of any of our eReproducibles books will have a choice of how to purchase the product you want to add to your cart.  Either  Physical - Ship to me  OR  Digitial Product-Download NOW.   Chose digital and then add to your cart.  Once you checkout and payment is confirmed, you can then download your purchase(s).  Go into "My account" and login.  View your order.  To download your file(s), click the download button and choose "Save" from the popup menu. 

Please note:
- you have a limited time to download and save your file(s). Do so immediately.
- Downloads are not refundable or exchangeable.
- Once download is completed, transaction is completed and the link is no longer available.
- Digital products are discounted at time of purchase.  This is indicated by value in bracket eg. (-$1.00)
- Downloadable products are only available when purchasing online (not via PO nor order forms)
- All our eReproducible books are PDF format.  All of our eAlbum downloads are in MP3 format.  Most downloads are "Zipped Folders" with password encryption.  Once you download and save the folder, you will need to unzip/extract the files. 
- By hitting confirm on order, purchaser agrees to copyright laws and policy
- Poster Pals does not offer re-downloading of digital products.  Once the link is accessed the transaction is completed on your order. We don't offer cloud storage of digital publications purchased on past orders or through order history.   

Q. What is a "Digital Download Resouce Asset?

A.  As we move away from having physical CDs included in our publications, these assets (accompanying music, audio, etc) will now be available to download digitally.  Instruction details and password codes are included in the resource you purchased.

Q. What is your copyright policy?

A.  All resources published by Poster Pals are protected by copyright law.  All rights are reserved.

Be advised that for all resources (regardless of format of purchase - physical or digital), permission is granted only for the individual teacher to use in their classroom.  Any other reproduction without written permission is a violation of copyright laws.  In particular, products are not to be placed in a school board resource centre, lending library, shared hub centre, digital distance learning portal or any cloud based centre to be use/copied by teachers at will, shared, duplicated, used or sold to others. 

Poster Pals downloadable digital products are invisibly branded with customer information to assist us with copyright infringement prosecution. We also utilise Google Content ID (digital fingerprint system) to identify our copyright content posted  - it will inform us directly .

Q. Can purchases (Reproducibles, software,etc) be placed in our library or resource centre?

A. No. Resources are copyright for single teacher use only.  A site license is required if you will be sharing the resource via library, resource centre or board lending.  Please contact us for further information.

Q. Do you offer school or board licenses for your reproducibles and software?
 
Yes, we do offer various licenses for our reproducibles books and software.  Please contact our office.

Q. How do I order offline?

A. Go to our "download an order form" and print out our current order form.  Fax or mail in the form.  You can also order by phone.  We are available to take your calls Monday to Friday, 8:30 am to 5:00 pm, EST.  Our toll free phone number is 1 800 265-7754.

Q. Is your website secure?

A.  Every purchase on our website is guaranteed to be safe and secure.  We use the most updated encryption technology and ensure that internationally accepted best practice for SSL and PCI standards are maintained.  Our website is continuously tested to ensure that your information is safe.  We don't store credit card numbers.

Q.  There is a pricing discrepency between your online website and printed catalogue.  Which is correct?

A.  Pricing and Content Information - While Poster Pals strives to provide accurate pricing information, typographical errors may occur.  In the event that an item(s) is listed at an incorrect price due to an error in pricing, Poster Pals shall have the right, at our sole discretion, to refuse, cancel or edit any order placed for that item(s) to ensure accuracy.  In the event that an item (s) is mispriced, Poster Pals may, at our sole discretion, either contact you for instructions or cancel your order and notify you of such cancellation.  If the order you received with accurate billing does not meet with your satisfaction upon delivery, please contact us or follow our return / exchange policies.

Q. Does you company have GREEN initiatives?

A. Poster Pals has strived to engaging in practices which reduce negative impact on and promote the health of the planet.  Some examples of these practices include: i) Using Vegetable-Based Inks - Many inks are petroleum based which emit VOC’s(Volatile Organic Compounds) that harm the environment. We strive to use printers that utilze vegetable-based inks that do not emit VOC’s and can be safely recycled.  ii) Paper - Most of our products use recycled or PCW(post consumer waste) paper from FSC (Forest Stewardship Council) certified suppliers that support sustainable forestry practices.