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Frequently Asked Questions


List of Questions

To view the answers to your questions just click on the questions.

Registration, E-mail and Password Help
1.)  How do I create an account?
2.)  I forgot my Username or Password. How do I find it?
3.)  Why would I create an on-line account?
4.)  Do I need a password in order to shop?
 
Ordering and Tracking
5.)  Do I have to create an on-line account to place an order?
6.)  How do I place an order?
7.)  Is the information I provide at checkout secure?
8.)  Do you charge sales tax?
9.)  How will I be notified of any back-ordered items?
10.)  Can I make changes to an order I have already placed?
11.)  What payment methods do you accept?
12.)  How do I track my order status?
13.)  How do I apply for a line of credit?
 
Shipping
14.)  What are your shipping methods?
15.)  Do you accept local pickup at your company?
16.)  What are your shipping charges?
17.)  Do you ship outside of Canada?
18.)  Can I place an order with express delivery?
 
Returns & Exchanges
19.)  What is your return and exchange policy?
20.)  How do I return or exchange my items?
21.)  What should I do if I receive a wrong item?
 
Other Questions
22.)  How do I request a catalogue to be sent to me?
23.)  How can I get a PDF version of a catalogue?
24.)  How do I switch between one Spectrum web store and another?
 
1.)  How do I create an account?
You can easily create an on-line account by clicking the Want to open an on-line Account? button from the Home Page.
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2.)  I forgot my Username or Password.  How do I find it?
Simply send us an email from the link Lost Password on the Home Page.
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3.)  Why would I create an on-line account?
There are many features to creating an on-line account.
  • You are able to create your own favourites lists.
  • The system will save your billing and shipping address - saving you time!
  • If you have an existing account with Spectrum, you can charge your purchases directly to your account.

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4.)  Do I need a password in order to shop?
No.  You can just shop and use a credit card for payment (Visa or MasterCard).  You do not need to login in order to access anything or shop.
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5.)  Do I have to create an online account to place an order?
No.  You can just shop on-line by using a credit card.  Just click the Shopping Cart icon in the header to begin shopping.
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6.)  How do I place an order?
Ordering is easy!  You may choose one of the following methods to place an order with us:

Online Web Store Order

  • You may add any items to the shopping cart, review your order, make any changes, provide your payment information, and submit your order.

Phone Order

  • You may place a phone order by calling 1-800-668-0600, Monday to Friday 8:00 am to 5:00 pm EST.  One of our customer service representatives will be happy to assist you.

Mail Order

  • You may click here to download our order form, fill out the form with the items you'd like to purchase, along with your shipping and payment information, and mail it to: Spectrum Nasco 150 Pony Drive, Newmarket, ON  L3Y 7B6 Canada

Fax Order

  • You may click here to download our order form, fill out the form with the items you'd like to purchase, along with your shipping and payment information, and fax it to 1-800-668-0602.

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7.)  Is the information I provide at checkout secure?
No.  Our website uses Secure Socket Layer (SSL) certificates from Comodo, the Internet standard for secure communications.
Look for the "S" for secure after the "http" in the address bar.
On pages in which nothing confidential appears, the "S" no longer appears.
All information which is passed is encrypted to assure your security and privacy.
Click on the Comodo symbol on any page of our website for more information about our website security.
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8.)  Do you charge sales tax?
All applicable provincial taxes will be added to your order at the time of invoicing.
HST (or GST) will be added to orders where applicable.
For your refernce, our HST/GST number is R104958731.
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9.)  How will I be notified of any back-ordered items?
We try our best to keep every item in stock.
If we do need to backorder your merchandise, such backordered item(s) will be disclosed on the packing list sent with your other items.
In most cases, you will receive your backordered items within 2-4 weeks.
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10.)  Can I make changes to an order I have already placed?
We work hard to ship your order as quickly as possible.
Please feel free to e-mail or call us to make any changes in your order while it is being processed.
We cannot make any changes to an order once it has been shipped.
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11.)  What payment methods do you accept?
We accept Visa and MasterCard.  We also accept all personal and company cheques and money orders.
(All orders with cheque payment will be held until the cheque is cleared by our bank.)
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12.)  How do I track my order status?
You may contact our Customer Service Department by calling 1-800-668-0600 Monday to Friday 8:00 am to 5:00 pm EST.
Due to high call volume everyday, you can also email us for your order status at customerservice@spectrumed.com for fast response.
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13.)  How do I apply for a line of credit?
Spectrum Nasco offers a line of credit to qualified customers with good payment histories.
Please contact Spectrum Nasco at 1-800-668-0600 for more details.
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14.)  What are your shipping methods?
To all Canadian customers, our standard shipping takes 7-10 business days via UPS.
Due to UPS restrictions, we do not ship to P.O. Boxes.
If you are a Canadian customer who needs expedited shipping services, please contact us directly after you place the order.
The cost for expedited service varyes depending on the UPS service you request.
Expedited service may not be available for certain locations.
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15.)  Do you accept local pickup at your company?
Yes, please visit on ounsite store at 150 Pony Drive, Newmarkt, Ontario, Canada, L3Y 7B6.
Our store location is open from Monday to Friday 10:00 am to 6:00 pm and Saturday 10:00 am to 3:00 pm (please call 1-800-668-0600 for summer hours).
Click here to get directions to our Retail Outlet Location.
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16.)  What are your shipping charges?
Actual shipping costs will be applied to orders.
Minimum $15 shipping and handling fee will be charged.
Orders with shipping location in NT, YT, NU, and air drop zones may be subject to additional shipping surcharges.
Some chemicals are subject to additional shipping costs due to the carriers hazardous materials surcharge.
Oversized products (extreme weight or bulk) are also subject to additional shipping charges.
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17.)  Do you ship outside of Canada?
Spectrum Nasco services Canadian customers only and ships only to Canadian locations.
If you are ordering from outside of Canada, please direct your request to:  Nasco.
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18.)  Can I place an order with express delivery?
If you are a Canadian customer who needs exepdited shipping services, please contact our Customer Service Department at 1-800-668-0600 directly after you place your order.
Expedited service may not be available for certain locations.
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19.)  What is your return and exchange policy?
Because we are serious about meeting the needs of our customers, we accept returns and exchanges within 30 days from the delivery date.
Within 30 days of delivery, customers can return or exchange items if they are not satisfied.
Please see our complete Terms & Conditions policy page for full details.
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20.)  How do I return or exchange an item?
Our goal is to ensure that you are completely satisfied with your purchase.
Please inspect your order immediately upon receipt and contact Spectrum Nasco customer service department if:
  1. There is noticeable damage to the product.
  2. The product shipped to you has been sent in error.
Returns are accepted within 30 days of purchase, provided the returned product is unused and in original saleable condition.
If you have received the shipment and a product is damaged, we recommend that you inspect the package before you sign for it and if there is obvious damage from shipping, we recommend you refuse the shipment.
If product was ordered by the customer in error:
  1. The customer is responsible for shipping charges on the return.
  2. A 15% restocking fee will be charged if applicable.
All returns must be authorized by our customer service department (1-800-668-0600), which will provide a Return Authorization Number.
Please (1) include our invoice number (2) indicate our Return Authorization Number on the outside of the package being returned, and (3) indicate reason(s) for returning the goods.
The same credit card used to make the purchase will be credited with the refund.
The credit will be made within 7-10 business days of us receiving and verifying the returned merchandise.
Unless the product is defective, no refunds or exchanges on pens, markers, cut goods, videos/DVDs, computer software (if opened), airbrushes, compressors, presentation cases, portfolios, projectors and certain other items and special order items.
Shipping charges are non-refundable.
We will gladly refund your original shipping cost if you are returning an item because of an error on our part, or we have determined that the product is defective or damaged.
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21.)  What should I do if I receive a wrong item?
All staff at Spectrum Nasco shipping department work hard to avoid incorrect items being sent to our customers.
If such an incident happens, please simply contact Customer Service at 1-800-668-0600 and we will resolve the issue.
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22.)  How do I request a catalogue to be sent to me?
Simply, go the the Catalogue Request page link in the footer and chose the catalogue(s) you wish to receive, complete the form and click send.
You will receive your catalogue via Canada Post within 10 business days.
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23.)  How can I get a PDF version of a catalogue?
Go to the Catalogue Request page, and click on the catalogue image on the right side.
Your web browser will begin dowloading the PDF catalogue file and once it has completed you will be able to save it to your computer for future reference.
Depending on your internet connection, the download can take a few moments.
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24.)  How do I switch between one Spectrum web store and another?
When you are in one of the Spectrum web stores, just click on the "Home" link located in the header of the homepage and find the "Choose a Store" module.
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