Frequently asked questions

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What type of company are you?

We are a family-run business based in Vancouver, Canada. We import all of our products from trusted suppliers overseas, and ship them to you out of our warehouse in Vancouver. Every order is thoroughly checked before being shipped, thus insuring you will receive a high-quality, non-defective product.

How are shipping costs calculated?

Typically shipping costs are calculated based on shipping method (air, sea or land) and product weight / volume. We have established a good, long-term relationship with a number of shipping companies, allowing us to offer Canadians and Americans FAST & FREE shipping on all orders! For all other orders outside of the US and Canada, we have simplified the process by calculating an average shipping rate that applies to a whole region such as Europe, Asia, etc.

What is buyer protection?

Buyer Protection is a set of guarantees that enable buyers to shop with confidence on our website.

You are protected when:

  • The item you ordered did not arrive within the time promised by us.
  • The item you received was not as described.
  • The item you received that was assured to be genuine was fake.

Website security

To help ensure that your shopping experience is safe, simple and secure LetterBoardeStore uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration.

You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with ‘https:’ instead of the normal ‘http:’. This means that you are in secure mode.

Any personal information you disclose to us is handled with the strictest confidence in accordance with our Privacy Policy.

What is the “CVC”? 

The Card Verification Code (CVC) is the three- or four-digit code on your credit/debit card used as a security measure for all online transactions. It only appears on the card itself, which verifies that you – the buyer – have the credit/debit card with you during the purchase. The CVC is printed on your credit/debit card, not embossed like the account number is. Where the CVC is located depends on the type of credit/debit card you’re using. On Visa/MasterCard, the CVC is the last three digits on the back, on AMEX it is on the front of the card.

 

What happens after I have completed payment online successfully?

You will receive an order confirmation email with the details of your Order. Therefore it is very important that you enter a valid email address when submitting your order. Please check the order confirmation carefully and report possible errors to us immediately.

Your order is a binding contract proposal that we accept by sending out the order confirmation or the product.

By placing your order you agree to our general terms and conditions.

 

 

Delivery

 

Do I have to be home to receive my items? 

All deliveries must be signed for when you receive them; deliveries cannot be made to PO Boxes.

Can I nominate a different delivery address to the billing address? 

You may choose to have products delivered to an address different to the billing address. However, we cannot deliver one order to multiple delivery addresses; in this instance, you must order items separately and assign the different delivery addresses to each.

How do I track orders placed online? 

In case you do not receive your order within 10 business days, contact us and we will provide you with a tracking number. Alternatively, you can log in and check on the status of your order online via My Account. To register as a member, go to Create An Account and follow the instructions.

What happens if I’m not at home to receive my purchased items?

For deliveries by Post or Courier – If you are not available to take delivery of your parcel, a delivery slip from the Courier or Post Office with further instructions will be left in your letterbox or a sticker on the lobby door of your apartment building.

What if I receive a damaged parcel, the wrong items, or don’t receive my Order at all?

If you believe there is damage to the products you’ve ordered, the incorrect items have been delivered, or your order hasn’t arrived within the specified timeframe, please contact us at support@letterboardestore.com

Change of mind

Please choose carefully as refunds are not provided for change of mind or incorrect selection.  We recommend you carefully preview any orders before proceeding with your order. If you made an error please contact us  immediately for assistanceIf you have changed your mind after completing your payment please contact us on support@letterboardestore.com

Refunds

Refunds will be made by LetterBoardeStore via the method of payment you used to make your online purchase. Refunds will be processed as soon as the goods have arrived into our warehouse and have gone through inspection. Read here