Shipping and FAQ
What is the difference between in stock, made to order and special order products?
In Stock Products are pre-printed with the Vancity logo and are on hand in our warehouse. These products are delivered within three to five business days of being ordered.
Made to Order products are a selection of pre-approved products with Vancity logo specifications. These products are printed when the order is placed. Please allow 7 to 21 business days for delivery from the time you place the order.
Special Order products are a collection of unique ideas custom created for specific Vancity events and promotions. These products are printed when the order is placed. Please allow 14 to 21 business days for delivery from the time you place the order. Please call us or fill out the form on the contact page to give us some details about your event our campaign.
Note: delivery times are Monday – Friday between the hours of 9am – 5pm, excluding statutory holidays. Please contact us if you have special delivery requirements.
Rush jobs are always possible. Contact us and let us know when you need your product by. We’ll work to ensure it’s delivered on time.
How much will it cost to ship my order?Shipping will vary by your location which is selected during the check out process. Please contact us if you have a specific deadline or large order and we'll advise if additional shipping charges will be incurred.
What information do you need to complete an order?No password is required to view the site, however you must login with your email and unique password in order to complete an order check out. During check-out you will be asked to select your 2-digit company code from a drop down menu and enter your 4-digit team code or branch number. After any special notes are added you will be directed to confirm the shipping location and then to select the shipping range which applies to your location. On the final check out screen you are prompted to enter a credit card or select "On Account". An order confirmation will be sent to the email address you provided on completing your order.
What if I’ve forgotten my login ID or password?If you’ve forgotten how to log in, you will need to know your own email address and click on the lost password link in the login page, or contact us for assistance.
What forms of payment are accepted?For personal orders, items will be charged to your credit card as supplied. For all corporate orders, billing will be done on a monthly basis to Vancity Accounting and reflect the branch or team code you entered in order to check out. If you have special billing requests please contact us or add notes as you are selecting the proper account during check out.
Can I receive a proposal for other product ideas for a special campaign or event?Yes, we can work with your team to create custom quotes and proposals for a particular campaign or event. Please contact us early in your planning cycle for unique product ideas and pricing. You can also check out our tips on planning section below for ideas.
Tips on Planning - Ordering 101
Here’s a quick guide to planning to ensure you get the product you want, when you want it. Plan well in advance of your event so you have time to choose the best possible product to communicate your message.
> Review our what’s what and how long will it take to get my order section so you are familiar with the different order times (these can range from 2 days to 20 days or more depending on the type and quantity)
> What’s the theme and who is your target audience? What kind of product is appropriate for these folks?
> What’s your budget and what quantity do you need? Will one product do or should you use more than one?
Contact us anytime for assistance – our specialty is matching products with campaigns or events. If you want it tomorrow look at the get now section.
Returns and Exchanges
What if there is something wrong with my products when they arrive?
We stand behind our merchandise. If you are not completely satisfied with your purchase we will replace, credit, or refund your order. Please contact us immediately on any quality or service issues. We require replacement or refund issues to be brought to our attention within 14 calendar days of receipt of order. All returns and product cases are logged in our system so we can track them to resolution and keep you informed of your case status.
What if an item is out of stock?We make every effort to ensure in stock products are available at all times. If due to higher than expected demand volumes an item is out of stock you will be contacted with an estimated time of arrival and the options available for your order.
Note: Made to order or custom items cannot be exchanged or returned unless there has been an error in manufacturing.
Product Sourcing
Are all your products made in Canada?
Supporting the local economy is a goal shared by Fairware and we actively seek out Canadian made products. Unfortunately, many of our unique products are not made locally. In addition, ‘Made in Canada’ does not ensure worker rights are respected — there are ‘sweatshop’ conditions in Canada just as there are well run factories offshore. As a result we carefully select all of our suppliers using the same criteria to ensure that workers are being treated fairly, no matter where they live and work.
To learn more about these issues visit our ethical sourcing section.
We have several strategies to identify suppliers ranging from selecting businesses who have an explicit mission to improve working and environmental conditions to using a formal code of conduct and chain of custody form that factory managers sign off on. More information on Fairware’s approach can be found in the about us section of our site.
Why aren't all these products recyclable or natural materials?
Environmentally friendly means different things to different people. The perspective we take is that products that drive change may not be recyclable or biodegradable, but that’s okay if the end result is a positive change. E.g. using a tote bag, cuts down on plastic bag use; reusable mugs reduce number of take out cups going into the landfill. Neither of these products are easily recycled, but the use of them has a positive impact on the environment.
As far as tote bags – there is no tote bag yet that can be easily recycled. The Vancity bags could be recycled if our city program collected soft #5 plastics. They are made of #5 polypropylene with approximately 25% recycled content. There are some cities that do collect this material, but not many.