Q: When will my order be shipped?
A: Usually we are able to process Courier orders and ship them on the same day (if ordered before 1:00pm Eastern Time) to arrive within 2 - 5 business days depending on where you are located in Canada. Please refer to the shipping times for a more accurate time of arrival to your specific location.
Q: Are shipping and taxes included in the prices?
A: The shipping and taxes are not included in our prices. You will have to pay the applicable provincial taxes as well as the shipping cost (if your order is below $49), which is based on cubic weight. If you wish to generate a quote to include these costs, simply click “ADD TO CART” and type in your province and postal code to calculate these costs.
Q: Where are you located?
A: We have one warehouse which is located out of Burlington, Ontario Canada, and a retail store location in Burlington as well. If you are not in the Burlington area, we can ship quickly to any address in Canada. For more information about our store, please click here.
Q: Do you ship outside of Canada?
A: At this time we do not offer shipping outside of Canada.
Q: Can I pick up my order?
A: If you are one of our local customers, you may pick up products by ordering in person at our retail store in Burlington, Ontario, Canada. For more information about our store, please click here. Our warehouse is not open to the general public for walk in business or orders.
Q: What forms of payment do you accept?
A: Our website can accept payment by VISA, MasterCard, American Express, PayPal, or bank debit (through BMO, Scotiabank, TD, or RBC). You will need to be enrolled for online banking services in order to use your debit card for payment on our website, which you can do by visiting your banks' website and signing up.
If you are placing an order with us over the phone, you may pay using VISA or MasterCard only. If you are ordering online and wish to pay using a VISA Debit Card, select the PayPal, VISA Debit and AMEX payment method, and when prompted to, enter your VISA debit card information as if it were a regular credit card.
Our retail store in Burlington, Ontario, Canada can accept payments by bank debit, VISA, or MasterCard.
Q: Who do I call if there is a problem with my order?
A: If you have a problem with your order you would contact us and we will advise on how to proceed depending on your requirements.
Q: Are you a store? Can we come in and look around?
A: Our warehouse does not feature a store and it is not open to the public, however, we do have a dedicated retail store location in Burlington, Ontario, Canada for customers to visit and shop at - for more information about our store, please click here.
Q: Can I add to an existing order?
A: Due to the speed at which we process and ship orders, we are not able to add to a pre-existing order. You would have to place a second order.
Q: Why do I see a charge on my credit card from POOLSUPP/JRTOY?
A: POOLSUPP/JRTOY is the unique merchant identifier assigned to us by our credit card processor. A transaction under this name on your credit card statement is either from JR Toy Company or our parent company, Pool Supplies Canada.
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