Frequently asked questions (FAQ)

We do our best to be as thorough as possible when answering all your questions. Please contact us should your question not be listed or should you require special assistance.

Payment

What are the payment methods?

We accept credit cards (Visa, MasterCard and American Express) as well as PayPal.

Do I have to pay tax?

We charge tax based on the destination province or territory that your order is being shipped.

Certain food products at FAIR/SQUARE such as tea, coffee, and granola are subject to a zero tax rate.

How do I use a coupon code?

Coupon codes are redeemable during the checkout process. Once you have added the items you would like to purchase to your cart, you can add your coupon code either in the cart or during the checkout process. Enter the coupon code and click “Apply Coupon”.

Is it safe to use my credit card at FAIR/SQUARE?

Yes. We secure all of your private information using strong encryption technology. Moreover, we do not store any of your credit card information on our servers.

If you choose to save your credit card information in your account, it’s done via a secure process called tokenization. This means that your actual card number does not get stored but a secret code that will allow us to retrieve the number for a later order

Orders

How do I know that you received my order?

As soon as you place your order, you’ll receive an order confirmation email from us to let you know that we received your order. You’ll receive another email to let you know when we’ve shipped your order. Moreover, once your order is dropped off at Canada Post, you will receive an automatic email from them with your tracking information

Didn’t receive an email confirmation for your order? Please check your spam folder. Not there either? Please contact us as soon as possible.

Do I need an account to place an order?

No, it’s optional to make an account. If you do make one, you’ll be able to see all your past & current orders, update your shipping and billing address and update your payment methods.

Shipping

Processing Time

Please be aware that all our orders require 1 business day of processing time to get them ready for you. The estimated delivery times shown at checkout are inclusive of processing times.

Shipping Costs

We offer the following shipping costs to the majority of postal code areas in Canada:

– Free shipping on orders above $99.00 CAD (before taxes).

– $10.00 CAD economy shipping on orders below $99.00 CAD

– $15.00 – $30.00 CAD Xpress shipping. Shipping costs are based on delivery postal codes and calculated at checkout

Shipping fees are subject to change. “Difficult to Serve” locations and “Air Stage” locations do not qualify for the free shipping promotion. Additionaly, they qualify for an adjusted economy shipping rate (see tabs below for extra information). Orders may also qualify for additional shipping charges depending on the size and bulk of the order. Customers will always be contacted before any such charge is added.

Shipping Methods

We ship with Canada Post exclusively and offer Economy and Xpress shipping.

Please contact us if you require even fast shipping and we’ll see what we can do for you.

Shipping Times

Our business is located in Southern Ontario. That means shipments to Ontario and Quebec will arrive faster than shipments to BC, Alberta and other provinces

To get estimated shipping times, please enter your shipping postal code at checkout. It will display the available shipping methods and associated shipping times.

We offer Economy and Xpress shipping. Please contact us if you need even faster shipping and we’ll see what we can do for you.

Shipping times are calculated with utmost care. Please be aware however, that once your package is with Canada Post, we cannot influence the speed of delivery anymore. Strikes, extreme weather and other external factors cannot be controlled or influenced by us.

Tracking

As soon as your package gets dropped off with Canada Post, you will receive an automatic email with your tracking number.

Local Pickup

Local pickup is possible on Tuesdays from 4 pm – 8 pm in Woodstock, ON.

During your checkout, select the ‘local pick up’ option and the $10.00 shipping fee will be waived. Once the payment has been received, we will send an email with the exact address.

Damaged Shipments

When your order arrives, please inspect the carton for any damage that may have occurred during the shipping process. It is normal for the outer carton to show some wear and tear.

If there is damage to the item(s) in your shipment, please contact us immediately. Please provide your order number, and retain the shipping box, packaging materials, and damaged items.

Incorrect Shipments

When your order arrives, please inspect it to make sure you have received the correct products.

If there has been an error please contact us immediately. Please provide your order number, and retain the shipping box, packaging materials, and incorrect items.

Difficult to Serve Locations

Orders to “Difficult to Serve” locations are subject to a $20.00 shipping fee. Unfortunately, we are also not able to offer free shipping even if you spend more than $99.99 CAD.

“Difficult to Serve” locations are those with postal codes beginning in T1, T9, T0, A0, A5, A8, X0 and Y0 which are not considered an “Air Stage” location by Canada Post.

Air Stage Locations

Orders to “Air Stage” postal codes are subject to the following shipping charges:

  • $30.00 shipping for orders under $99.99
  • $50.00 shipping for orders between $100 and $249.99
  • $75.00 shipping for orders over $250

Click here for the full list of postal codes.

Returns

What are the return conditions?

We give you a full refund if you meet the following conditions:

  • Your products are sealed and unused in their original packaging
  • You return products within 30 days
  • We do not accept returns of sales items
  • After your returned products have arrived, you will get your money back within 5 business days
  • We will deduct $10 from your refund for the return shipping & handling cost. This option is not available for returns from Nunavut, Yukon or the Northwest Territories; in these areas, the customer pays shipping.

Please note that we are not the manufacturers of the products we sell. If you have a performance and/or warranty issue, or a general complaint with a product, it’s best to contact the manufacturer at the number on the packaging.

Return Procedure

Please follow these 5 easy steps to allow for quick and easy returns:

  1. Click here to return your order with a pre-paid shipping label.
  2. Fill out your return form (use the return authorization number we’ve sent in the original shipping email), print it and place it in a securely sealed shipping container.
  3. Make sure any old labels on your package are removed or obscured and affix your pre-paid, pre-addressed shipping label.
  4. That’s it! Now, just drop your package in the mailbox or at a Canada Post location.
  5. We will email you when your return is processed.