F.A.Q.
Q: How soon will I get my order?
It is our goal to ship paid orders out within 1 to 2 business days from the time the order was placed with payment. If you are using a PO number with a school, we require approval or payment from the school before we release your order. During peak times (such as back to school season) these times may vary. Please be patient with us if your order does not get shipped in that time frame. We will send you an email with tracking information once your order has shipped.
Q: Can I pick up my order?
Yes, if you live within driving distance of our Surrey, BC office. Please wait for our email to let you know it's ready for pick up. Appointments are required for pick ups, as we are not always in the office.
Q: Can I use a Purchase Order number?
Yes, in most cases.
If you are a home learning family enrolled with a Distributed Learning school, we ask you to put the name of your school, your student's name, and your PO number if one has been issued, into the box on the My Cart page just above the checkout button. Please ensure with your DL how much funding you have available. We will not split one order into 2 invoices (one for you and one for the DL). If you want to spend more than what you have left, please place 2 separate orders.
*If you are with HCOS (Heritage Christian Online School), we ask that you submit your order to your purchasing department by logging into your Encom account, and they will place your order on your behalf.
If you are ordering on behalf of a public or private school board, please put any pertinent details in the box on the My Cart page just above the checkout button.
Q: Do you keep my PO number on file?
No. There are too many instances of families switching schools, or having multiple children enrolled with different DLs, etc. We cannot assume that the PO number you used last time is the same as your next order. Please enter the full information for EACH order.
Q. Where do I put my PO information?
There is a prompt on the MY CART page, BEFORE you check out, just above the red checkout button. This is where you put your information.
Q: Can I add an item to my recently placed order?
For the most part, no, once an order has been submitted, it cannot be modified. You will need to place a new order. However if you are doing it within 24 hours of placing your first order, we may be able to accommodate the request, if we haven't already shipped it out. There may be additional shipping charges if the item is heavy.
Q: Can I return an item I no longer need?
We are closing our business permanently, and all sales are final sales.
If you request any item(s) to be removed from your order BEFORE we ship it out, there is a 10% administration fee for these refunds, and the refund will be applied to the same method of payment as used to place the order. Once shipped, it is out of our hands and we are not accepting returns. If you pay for your order and then ask us to refund it and charge your school, the same administration fee applies. These transactions take extra time to process.