Where do I enter how many of an item I want?
The order quantity of an item must be adjusted on the Shopping Cart Summary page.
How do I figure out the price of an item?
Most of our products are sold as ‘eaches’. That means that if the price listed for an item is $1.45, it will be $1.45 for each piece. For example, a case of 12 at $1.45ea. would be $17.40 for the case.
Prices displayed within the online catalogue DO NOT include sales taxes.
Prices are subject to change without notice.
Do you keep all items in stock?
Canwax.com makes all possible provisions to have stock on hand. However, there may be occasions when we are in an oversold situation and waiting for shipments from our suppliers. If we are out of an item and another suitable item can be substituted, we will. If it is not appropriate to substitute we will back-order your item and send it to you when available.
We will email you prior to this happening in case you wish to alter, cancel or add to your back-ordered shipment.
How do I send in an order?
Orders may be entered using the online catalogue or faxed to canwax.com (905) 602-8523. You can also call us at 1-877-302-1500
What is your minimum order?
For Canadian orders there is no minimum! For the U.S. a small $25.00 order is requested as this offsets the time it takes to fill in customs forms.
However, note that the minimum shipping charge is $6.00 and increases based on the weight of the product. You may want to order more to spread out the cost of the shipping.
What forms of payment do you accept?
On line we accept Visa, Mastercard and American Express. For Paypal or Hyperwallet payments please call us for payment instructions. At our showroom we also accept Cash and Interac. We do not accept cheques.
When is my credit card charged?
When you place an order with us you will be prompted to enter your Credit Card information. This is stored on a secure server and does not go through email. We will then check your order for accuracy, make any adjustments for sales prices and bonuses. Once the package is ready for shipment, we will then charge your credit card or send a Request for Payment (if using Paypal). The charges for any orders placed here will appear on your statement as "S.J. Simpson Gifts" (this is Canwax.com's parent company).
My credit card was charged a different amount than my Shopping Cart
The shopping cart does not take into account savings from multiple purchases or monthly specials. We will also add the correct shipping amount once your order is packed.
If you are a US resident - remember our prices are in Canadian dollars and the amount charged will appear on your statement in US dollars.
Do you give wholesale prices?
We have priced our items to reflect multiple quantities to assist with the purchaser who requires larger volumes. However, if you would like to purchase a huge amount of a product, email info@canwax.com for a quotation.
You will also note that we do not have a minimum purchase amount!
What does it cost to Ship my order?
Freight Policy – canwax.com will add shipping charges to your order. We have negotiated substantial savings with UPS and it is often cheaper than Canada Post!
Charges are approximated on a base rate plus an escalating amount based on a weight of the product. We have included an estimate on the shopping cart summary page for your general information. This amount will be calculated more accurately once your parcel is packed and ready to go and you will be notified on your final invoice.
We will select UPS as the shipper unless the Canada Post rate is substantially lower.
Note: UPS will NOT deliver to Post Boxes - we need a street address.
Which is cheaper Canada Post or UPS?
It depends on the service. We look at both UPS and Canada Post rates and will ship the most economical (within a dollar or two) in most situations. Sometimes for the few extra pennies it is better to ship UPS as it can be faster and easier to track.
If your order requires more than one box - UPS is usually more economical.
The shopping cart is an estimate only and you will be charged actual shipping costs.
How fast will I get my order?
Orders will generally be processed & shipped within 2-3 days of receipt. Actual delivery time will vary depending on the destination of the order. We use "Ground Service" for our shipments therefore, delivery to Vancouver could take several days. If we are in an out of stock situation, we will email you and ask if you want it back ordered and shipped upon its arrival or if you'd like to wait for the stock to arrive.
Can I pick up my order to save on shipping?
Absolutely! Our store hours during the summer are:
Monday to Wednesday 9am to 4pm
Thursday 9am to 7pm
Friday 9am to 2pm
Saturday Closed
Our Winter hours are:
Monday to Wednesday 9am to 4pm
Thursdays 9am to 7pm
Fridays 9am to 2pm
Saturdays 9am to 1pm
Can I return my order?
We only accept returns on incorrect items, unacceptable quality or damages.
- All returns must be authorized with a Return Authorization number issued by Customer Service. Returns without authorization will be refused and returned at the customer's expense. Customers are responsible for return freight. If a return is authorized, the return must be received by us within 30 days of authorization.
- Returns/discrepancies must be reported within 5 business days as stated on our invoices/orders forms.
- When customers are returning items for credit, they are responsible to pack the merchandise properly and keep copy of bill of lading until credit/replacement product is received. If we do not receive the merchandise or it is damaged, we will not issue a credit.
- A 20% restocking charge will be applied to any merchandise that is returned due to an error on the part of the customer (i.e. wrong item ordered, ordered too many, etc)
- Customer Service can authorize a credit up to 20% of the order value or $100.00 whichever is less. The Customer Service Supervisor must approve any credits exceeding this amount.
- When merchandise is being returned and replacement merchandise is being sent out - Replacements will be shipped as a charge invoice and a credit will be issued for the returns upon arrival/inspection.
- Returns should be limited to incorrect items, unacceptable quality or damages.
- A return authorization number will be faxed to the customer, completed by customer and affixed to the outside of the box. RA # is to be marked on all boxes being returned.
- There are NO returns on fragrances due to quality issues.
Replacement stock or credit will be issued at canwax.com's discretion. These terms subject to change without notice.
orders@canwax.com or faxed to 905 670-0429
Reports and inquiries should be made to our Customer Service Department at
What taxes are charged?
We have to charge GST on everything.
However, as we are based in Ontario, we only charge PST for products shipped within Ontario. If in New Brunswick, Nova Scotia or Newfoundland - you will be charged HST.
What if I am PST Exempt?
If you are purchasing products for re-sale and you are a registered Vendor with the Ontario Government, you are PST exempt. We can fax you a "Blanket" Exemption form or you can fax us a copy of your Ontario Vendor certificate. (Fax 905-602-8523)
What do you do with the private information I give?
We believe that your personal information deserves protection.
canwax.com uses your personal information for the following purposes:
- to create your canwax.com account
- to facilitate the ordering process
- to personalize the delivery of the content contained within the canwax.com website
Your account and personal information is safe with us. canwax.com respects your privacy. Keeping your personal and financial information private is particularly important to us. We may use information from your account based on your site visits to generate statistics and aggregate reports for internal use which may be shown to affiliates, subsidiaries, licensees, successors and partners. These statistics and aggregate reports will not contain any personally identifiable information and your identity will be kept anonymous.
canwax.com will not sell, rent or lend your personal account information and you will not be contacted directly by any 3rd party. If you purchase products from canwax.com, the information you give, such as your credit card number, purchase information and contact information, is provided to the banking merchants. This is simply to enable transactions to take place. We also are obligated to determine credit-worthiness of our customers.
What security measures do you take with my private info?
When you transmit account information to complete a purchase or for verification purposes, it is always transmitted in encrypted format. We use the industry-standard, 128-bit SSL (secure socket layer) encryption. Client and transaction information is stored on a secure server. To view details on our security measures and certificate, click on the Verisign logo at the customer checkout screen. To verify if you are on a secure page, you should always look for the "lock" icon that will be displayed in the lower right corner of your screen with Internet Explorer Browsers and the lower left side of the screen for Netscape browsers.
While we strive to protect your personal information, canwax.com cannot ensure or warrant the security of any information during transmission to, or from, our online products or services, and you do so at your own risk. Unfortunately, no data transmission over the Internet can be guaranteed to be 100% secure. Most banks or credit card providers either cover all charges resulting from unauthorized use of your credit or limit your liability to $50 CDN. Check your credit card agreement to confirm your coverage for liability.
You can learn more about security over the Internet and read how shopping online is no more prone to fraud then traditional shopping and payment methods by visiting the Canadian Bankers Association report: E-commerce Comes of Age.
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