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Your Shopping CartCustomer Service Information
At Arbour our first priority is you, our customer. We value your business and hope your experience shopping at Arbour has been a pleasant one. This page will provide you with our customer service policies and procedures for many common situations. If you do not see the answer to your question or the information you require here, please use our contact page to request further information.
1. Payment Methods
At this time we only accept Visa and MasterCard for purchases. We apologize for any inconvenience this may cause some shoppers. Please refer to our Other Payment Options topic for other possible payment solutions. Also, please note, your credit card is not charged until we process and ship your order.
2. Shipping Methods and Delivery Times:
We ship only to: Canada, the European Union, Australia, New Zealand, Norway, Switzerland and the continental United States at this time. If you live outside these countries, we are unfortunately not able to process any order. We also cannot accept credit cards from outside these countries, regardless of where the product is being shipped.
All prices are in Canadian dollars. There are several online currency conversion calculators you can use, one such converter can be found by using This Link. Your credit card company will automatically make the exchange at current rates which they set and may differ from the information provided by any and all currency conversion services (check with your credit card company for details).
3. Shipping and Delivery Times:
We use the various services offered by Canada Post for all of our shipping and all shipping prices shown on our web site are in Canadian dollars. During the checkout process you will be offered various shipping options. These options are provided based on your location. You will be able to select the option that most suits your needs. In all cases both land and air based shipping options will be offered. Air shippment while more expensive is a much faster service and is the method we recommend you consider due the lengthy delivery times associated with ground shipping.
Please note for all orders outside of Canada, once the parcel leaves Canada it will be handled by the postal service in your country and is subject to the quality of service provided by your postal service. Over the years we have experienced very few problems and are extremely confident in the quality of service our customers have enjoyed.
4. Returning Merchandise:
If you are not satisfied with a product you purchased online from Arbour, you may return it within 30 days of receiving your order. When returning merchandise, original shipping fees are not refundable. You will also be responsible for return shipping charges. We do not accept COD deliveries and we strongly encourage you to insure your return shipment.
To RETURN your product for refund:
1) Be sure to check the date on your receipt. Refunds are permitted within 30 days of you receiving your order from us.
2) Ensure that the product being returned is in it's original packaging (along with manuals or accessories) and in perfect condition. In the case where packaging is no longer in it's original condition (ie: damaged, cut, broken), a 25% re-stocking fee may apply at our discretion. In such a case you will receive an e-mail from Arbour explaining that we will be applying a re-stocking fee and the reason we are doing so.
3) Include your receipt with the item you are returning (the small slip of paper attached to your packing slip that came with your shipment).
Ship All Merchandise To:
Arbour Environmental Shoppe
800 Bank Street, Ottawa, ON, Canada
K1S 3V8
We will notify you of your refund by e-mail after we have received and processed your return. You can expect a full refund (minus original shipping fees) in the same form of payment originally used for purchase within 7 to 14 business days after we receive your return. The delay in receiving the refund is determined by the speed at which your credit card provider applies the refund to your account. Typically we complete our refund process within 2 business days or less.
5. U.S Merchandise Returns:
If you are from the United States and are returning any merchandise please ship all returns prepaid, by insured Surface Mail (United States Postal Service). Returns from the United States that are sent via courier can not be accepted as Customs would impose brokerage / duty fees as though we were receiving goods from a U.S. supplier. Please contact your local customs office for information about any taxes or duties that may be assessed on a return shipment.
To avoid delays, please write "Canadian Goods Returning" on the outside of the package.
6. Non-returnable Merchandise:
We regret that the following merchandise is not returnable:
- Washed or worn clothing or linens
- Used personal care products
- Sale or clearance items
- Seasonal items such as seeds
7. Merchandise Received Damaged:
Although it is very rare, regretfully sometimes merchandise can be damaged during shipping. If you receive any merchandise danmaged during shipping, please return it immediately. If we are at fault for not packing properly, you will not be charged for additional shipping costs and we will then re-send your new order at no shipping cost to you.
If the shipping box itself is obviously damaged enough that the contents themselves may be damaged, do not open the original box at all as it helps us work with the shipper to establish responsibility.
8. Product Warranties:
Arbour fully honours all products covered under manufacturer's warranty. If the warranty status of your purchase is in questions, please do not hesitate to contact us, we are more than happy to help. Most items with a warranty will explicitly state the coverage details and provide a warranty card. For all other items Arbour extends a 30 day satisfaction guarantee to protect our clients in any situation.
9. Holiday Purchases:
Christmas shopping on-line is also a very busy shopping time, and we understand that many customers make their purchases in November. To provide our customers with a return period that adequately reflects the holiday season, Arbour is happy to extend the return period for all November and December purchases done up to December 15th until January 26th.
We do not process any returns between December 27th and January 2nd as our staff take this time to be at home with their families as we hope you are able to do.
10. Other Payment Options:
We realise that not everybody has a credit card, or is comfortable using them over the Internet. Not to worry, you can phone, mail or fax us your order information. Using the telephone is the most secure alternative method and we provide a toll free phone number that you can use. For customers wishing to use a money order please ensure it is in Canadian dollars and made payable to:
Arbour Environmental Shoppe
Our local phone number is: (613)567-3168
Our Toll Free phone number is: (800)766-3324
Our Fax number is: (613)567-3568
Our Mailing Address is:
Arbour Environmental Shoppe
800 Bank Street
Ottawa, Ontario, Canada, K1S 3V8
Always be very careful when providing your credit card information to anybody. You can fax or mail us your order details, but for providing your credit card information, you should phone us to guarantee your security as fax and mail can go to the wrong place. Arbour is a member in good standing of the Better Business Bureau and we pride ourselves on honesty, integrity and customer service.
11. Back Ordered Merchandise:
While we try very hard to not back order any merchandise, sometimes it is unavoidable. If you order any merchandise that we do not have in stock we will keep the order as live, but in back order status for up to 4 weeks. You will not be charged for any back ordered merchandise until it is shipped to you.
If we do place any merchandise of yours into back order, we will e-mail you to inform you of the back order. At that time if you do not wish to wait and would prefer to cancel the back order you would simply respond to the e-mail with the subject line reading exactly "Cancel My Back Order Please" without the quotes shown here. Within the e-mail you would only type in the order number that the back order is being cancelled from. When we e-mail you to inform you that a back order has been created for you, we provide the order number that the back ordered merchandise was from. This would be the order number you would also use to cancel the back order if you do not wish to receive the merchandise.
If your order has some merchandise in stock and some merchandise that must be back ordered, we will ship the merchandise that is in stock. Once the back ordered merchandise is available we will ship it to you at no additional shipping charge. Please note, we do not charge you for back ordered merchandise until we ship it. For technical reasons at this time we are not able to display which stock items are in stock and which are in back order while you are shopping. We regret any inconvenience this may cause.
12. Taxes:
When assessing applicable taxes for your order, taxes are based on where the merchandise is shipped to, not where the order originated from. For all international orders there are no Canadian taxes. Please note your country may assess duty and/or taxes of which Arbour has no information on or control of.
Alberta - 6% GST
British Columbia - 6% GST
Manitoba - 6% GST
New Brunswick - 6% GST
Newfoundland and Labrador - 6% GST
Northwest Territories -6% GST
Nova Scotia - 6% GST
Nunavut - 6% GST
Ontario - 14% GST + PST
Prince Edward Island - 6% GST
Quebec - 6% GST
Saskatchewan - 6% GST
Yukon - 6% GST
13. Privacy Policy:
Your privacy is extremely important to us. Arbour will never share any information with any other party that is supplied by our valued customers. We only use your information to satisfy your request for merchandise or information. The only exception would be releasing information as legally required by law enforcement agencies investigating crimes when the request for information was verified and legal. Arbour Environmental Shoppe has been in business since 1990 and we value your right to privacy and consideration. We never sell information and we do not send unsolicited e-mails or other marketing materials. If you have any questions or concerns, please do not hesitate to contact us.
