Customer Service
Order & Payment Information Methods of Payment
We accept Visa and MasterCard for on-line purchases.
Billing Address and Delays in Shipping
We will verify the name and billing address on your order matches the name and address on the credit card account you've provided for payment of your order. If they do not match, your order will be delayed so that we may contact you in an effort to receive the correct information. We may also contact you to verify your approval of a shipping address that is different than the billing address.
When your account includes an e-mail address, you will receive an e-mail confirmation of your order when it is processed and another confirmation when it is shipped (including the tracking number).
PO Box address for shipping
Many orders can be shipped through the Canada Post to a PO Box address. However, some of our larger and heavier items cannot be mailed to a PO Box. If you've provided a PO Box address and we are unable to accommodate your request, we will notify you by phone or e-mail.
When an item is out of stock we provide a date that is our best estimate of the date we expect to ship the product to you. While this is usually accurate, unexpected delays can happen. If there is a delay in shipping a backordered product we will notify you by mail.
Product Availability
We work very hard to ensure that we have the right products in-stock when you order from Canadian Telescopes. Occasionally, demand may run higher than we forecast, a supplier may be late in shipping product to us, or there may be another reason that causes us to be out-of-stock. We apologize in advance if this should happen. Backorders typically ship within 30 days. Items that are drop shipped from our supplier may have a different shipping cycle.
Product prices, product specifications are based upon manufacturer and are subject to change without notice. Canadian Telescopes reserves the right to change prices and/or shipping rates at any time.
Frequently Asked Order Questions
I placed an order, but I want to change or cancel it.
Email Sales@canadiantelescopes.com. We'll do our best to intercept your order and make the requested changes. If we are unable to intercept an item that has already shipped, return shipping costs will be the responsibility of the customer.
As soon as manufacturer declares that the item is out of stock,we will refund the charged amount to your credit card.
Do you charge sales tax?
Yes, we charge GST and PST or HST on all orders delivered. We are required by law to collect sales tax on merchandise.
Can you tell me when an item will become available on your clearance center?
No. As items are returned from customers and refurbished, they are automatically updated to the clearance center. They are usually unique items where we only have one or two in-stock and they sell quickly. They are always offered on a first-come, first-served basis. Other times, clearance center products may be inventory that is an older-style of a product that has been upgraded.
1. Shipping & Delivery
Products in stock ordered by noon Pacific Time will ship 2-4 business days. Backordered products typically ship within 30 days.
If I order two or more items and one is out of stock, will you wait and ship the entire order together when all items are available, or do you ship the in-stock items first and the back-ordered item later?
Usually, the in-stock items will ship first, and any backordered items will follow as soon as they are available.
Can I track my order during shipment? If so, how?
Yes, we e-mail the carrier's tracking number when your order ships (if you provide your e-mail address).
When will I receive my order?
Approximate transit times for standard delivery are 5-6 business days to the east coast, 4-5 business days to the mid-west and 3 business days or less to the west.
I received the wrong item. What should I do?
In the unlikely event that this happens, please log into "My Account" tab and click on "Request Return" under Orders and fill up the form. We'll arrange for the return of the incorrect item (at no charge to you) and see that you get the correct item promptly.
I only received part of my order today. Where's the rest of it?
Your order may have shipped in more than one box. Please allow several days for all the merchandise to arrive in case the boxes were separated along the way. If an item was out of stock and has been backordered, this will be indicated on the shipping invoice.
2. Warranty
Product Brand name are serviced and supported exclusively by their manufacturers in accordance with terms and conditions packaged with the products. Please contact the manufacturer directly for technical support and customer service.
We must receive the returned merchandise within 30 days of the date you received it. All items must be in new (mint) condition. Returned items cannot show evidence of use or wear, dirt, or blemishes of any kind. Merchandise must be returned in its original packaging and should include all supplied materials, instructions, warranty cards, original accessories, hardware, and any software provided.
Boxed software which has been opened cannot be returned except for an exact exchange to replace defective software.
We suggest that merchandise be securely packaged and insured for the full retail value, as Canadian Telescopes is not responsible for lost or damaged packages. Return shipping costs are the responsibility of the customer. If your purchase was made from the Canadian Telescopes website, we can locate your proof of purchase with your name and billing address
Returns should be sent to:
Canadian Telescopes
204B - 3034 Brighton Av.
Burnaby BC V5A 3H4
Canada
