Terms and Conditions

By visiting this website, you agree to the Souvenir City Headquarters terms and conditions as described in detail. If you do not agree with any of the following, you are not authorized to access this website. Any orders submitted through our website will be processed under the consideration that the terms and conditions set here forth are agreed upon.

Comments, Feedback, Inquiries, and Concerns

We encourage customers to contact us with any comments, feedback, inquiries and/or concerns. This information remains private and is property of Souvenir City Headquarters. We do not sell information (including email addresses) with any third parties. By accessing this website, you have agreed to not submit any illegal, obscene, slanderous, and/or discourteous material.

Upon placing an order and as a courtesy to our customers, we offer a 'comments' section when completing a transaction. You may include any gift messages, questions, concerns, and/or instructions (such as 'do not include packing list' or 'please include invoice') in this section. Orders only contain sales receipts that depict the items that were ordered. If you wish to receive an invoice with information regarding the cost and quantity of the order, you must specify to include the invoice in the 'comments' section. We can, however, email invoices if necessary. After placing an order, if it is necessary, we will contact you via the email provided regarding information left in the 'comments' section.

If for any reason you would like to contact us regarding your order or for any other comments or concerns as mentioned below, please call us toll-free at 1-866-344-0985, locally at 905-357-1133, or by email to Hilary@souvenircity.ca. Please leave a voicemail message if we are unable to receive your call. If you do not hear a response from us within 72 hours, please contact us again to ensure we have received your inquiry.

Product Availability

Our product availability as displayed on our website is not guaranteed to be in stock. Upon placing your order, you are not immediately charged. This is done as a precaution to ensure your requested order is in stock.

If an order is unable to be fulfilled, we will contact you via email. If we do not receive a response within 2 days of sending the email, we will follow up with a phone call. If you fail to contact us with 7 days after we have sent the first email, we cannot be held responsible if your order is not shipped; the order will be cancelled and nothing will be charged to the credit card. The customer will be required to submit a new order for any items they wish to purchase along with payment and shipping information.

The products offered online are only a small representation of the amount of products offered within our store. If there is an item not offered on our online store for which a customer is interested in purchasing, the customer may contact us and we will do our best to search our inventory and respond to the inquiry as quickly as possible.

You may contact us via email or by phone to personally ensure product availability or additional information.

Shipping Information

Upon shipment of your items, you will receive an email containing tracking information, as long as you have requested a shipment method which includes the Parcel Tracking option. All orders placed online are shipped via Canada Post (USPS is the United States) and will automatically include a tracking number with the shipment.

If you call in your order, you may request a different shipment method that does not include a tracking number in order to decrease the cost of shipping, however, we cannot be held responsible for lost or stolen shipments. We always encourage to ship with a tracking number; in this way, both the customer and Souvenir City Headquarters may ensure the parcel arrived safely and on time. However, it is the customer’s discretion as to which shipment method is chosen when placing orders over the phone, and the liabilities with doing so as mentioned above are the responsibility of that of the customer.

As a courtesy upon placing an order, we offer customers the option to provide a date they need orders are needed by in the “comments” section. However, this does not guarantee an order will be shipped or received by the customer on that date. You must contact us if you wish to receive a guaranteed shipment date. In the event that you wish to expedite an order, we do offer Express Post shipping at a premium rate. You may select the appropriate shipping method desired at the time of check out. Shipping estimate(s) will be given based on the dimensions, weight, and destination of the order.

If you wish to pick-up an order, you must contact us. If you fail to do so, we reserve the right to deny any requests or orders. If you are authorized to pick-up an order, we will waive the shipping fee.

International Orders

Please note that we do not offer International shipping through our web site due to extremely high postage costs. If you wish to order items over the phone to be shipped to any country outside of Canada or the U.S., please contact us and we will provide you with shipping estimates, times of arrival, etc.

Gifts

When sending a gift and as a courtesy to our customers, we will not release the packing slip information within the shipment, and we will ensure all price tags are removed for the recipient, as long as this is specifically requested in the order.

Please note any special instructions in the ‘comments’ section and we will ensure it is taken care of for you. If we notice that the billing and shipping addresses/names differ from each other, we may contact you to confirm if this is a gift and if we should make certain not to include the packing slip information. Do not provide the recipient's email or phone number if the order is a gift; please provide the cardholders information so we may contact the person responsible for the order in the event that there are any issues to be resolved. We do not gift wrap orders.

Order Cancellation

If you wish to cancel an order with Souvenir City Headquarters, you must immediately contact us via email or by phone. Once you have been notified that an order has been shipped, we cannot guarantee reversal of an order that is already in transit.

Exchanges and Damages

All sales processed online and over the phone are final. Please ensure that all sizing, colours, and product details are correct before submitting your order.

If you are unsatisfied with your Souvenir City Headquarters order, you must contact us via email or by phone.

In the unfortunate event that an order is damaged or the incorrect item(s) are shipped, you must contact us via email or by phone. We will use our best efforts to accommodate to each customer regarding this.

Any damaged items must be reported to us within 72 hours of receiving the shipment. After which time, the order will be considered delivered complete and in proper condition. For any damaged items, we will contact Canada Post and request an investigation. In the meantime and in order to avoid delay for our customer, you may let us know if you would like the item re-shipped at no charge to you, or refunded to your credit card including the original shipping amount. Please note that any items reported as damaged after 14 days of receiving the order will be handled at the discretion of Souvenir City Headquarters.

If for any reason you would like to exchange an item, you may do so by first contacting us to discuss the exchange so we may ensure the product you wish to receive is in stock, and to confirm with you any price differences. You will be responsible for return postage, and for postage to reship a new item to you. The shipment method you choose to return the parcel is up to your discretion; however, we maintain that we are not responsible for lost or stolen shipments, should the return shipment not contain information helpful in tracking its status. We will not ship out any item until the original item has been returned to us.

Only the original payment form will be credited back. If a credit card is used, please allow at up to 3 business days for the payment to reflect in your statement.

Payment Information

Souvenir City Headquarters products are displayed in Canadian dollars. We do not give quotes in any other monetary forms, including shipping rates for international orders.

We accept PayPal, Visa, MasterCard, Discover Card, Diners Card, JCB Card, and American Express. We do not accept Canadian debit cards or personal cheques. American dollar Visa/Debit cards will be processed as a Visa credit card.

Unless otherwise requested, a copy of the sales receipt and credit card receipt are both enclosed with each shipment. Please let us know if you wish not to receive the receipts within the shipment, and if you would like for us to email these to you instead.

Fraudulent Charges and Declined Credit/Debit Card

In the event that we are suspicious of fraudulent credit card activity, we reserve the right to deny orders. If the payment type billing and shipping address do not match, we reserve the right to deny order processing.

In the unfortunate event that the payment type is denied not due to suspicious activity, we will contact you via email. You may be asked to verify the payment type, expiration date, and/or CID number. Please do not send us your full credit card number via email. To ensure customer security regarding a full credit card number, you must contact us by phone.

Further Assistance

If you need further assistance, please do not hesitate to contact us via email or by phone. We are open Monday through Friday from 9:00am to 5:00pm (Eastern Time). If you cannot reach us via telephone and wish to speak to a customer service representative, please leave a voicemail. You will be contacted as quickly as possible.