FAQ’s

PremiumSchoolFurniture.com brings a higher level of service and affordable products to our customers.

On this page you will find answers to questions you might have. If at any time you have a question please feel free to call us at (604) 200-3564 or send us an email.

We are dedicated to help our customers and are available Monday through Friday, 8:30am to 5:00pm PST. Allow us to help you find the product(s) that best suit your needs and budget.

 

You can also browse through our list of helpful FAQ’s for the answers to your questions below.

 

Q: How do you ship products?

A: We ship with FedEx or UPS. Rates are calculated in real time before you place your order and you can choose the courier! You pay shipping based on the total weight (billable weight) and shipping method. That makes our shipping fast, affordable and fair!

 

Q: Do you offer international shipping?

A: Yes. We do ship to the US. If you like our products to be delivered to the US please contact us. Due to the shape and weight of most our products we can not offer an automated shipping calculation online. But we are happy to provide you with a quote manually.

Also, you can choose the shipping option “I have items picked up by my own courier” and organize your own shipping. We are happy to provide you with the weight and dimensions of those items you ordered.

 

Q: What does UPS Standard Shipping mean?

A: UPS Standard is offers economical ground delivery for your less-urgent shipments to all Canadian provinces. Day-definite delivery based on origin and destination. Door-to-door service. Up to three delivery attempts.

 

Q: What do the different FedEx shipping options mean?

A:

FedEx Ground® Services

FedEx Ground provides reliable, day-definite service, and is the best choice for your Canadian shipments that don’t require the speed of express shipping.

FedEx Ground Multiweight is a cost-saving service if you have many packages moving as a unit to the same destination on the same day. We rate the packages individually, and again as one shipment. You pay the lower rate.

Delivery Times: Cost-effective, on-time delivery in 1 to 7 business days.

Service Days: Monday to Friday.

Delivery Area: Coast-to-coast across Canada.

Package Size:  Ship any package up to 150 pounds (68 kg). Use FedEx freight services for heavier shipments. Multiweight rates apply to multiple-piece shipments with a total weight of at least 40 lbs. (18 kg). Average package weight should be at least 15 lbs.(7 kg). Unlimited weight on multiple-piece shipments to the same destination. Dimensions per package can be up to 165″ (419 cm) in length and girth combined.

 

Q: What happens if I receive a damaged good?

A: Although we package our product in the most up-to-date materials available, we cannot guarantee the care in which the carrier will take to deliver your order. We highly recommend that all packages be inspected upon delivery, and damages to product or visible damage to packaging be noted on the bill of lading at the time of delivery.

Items signed for as damaged:

We will issue replacement or full credit for any items damaged during transport and will take responsibility for filing claims if the following guidelines are met:

  • Document on all copies of the bill of lading the number of units damaged, and the type of damage. The driver must sign both copies and leave you with one.
  • Immediately fax copy of the freight bill to us.
  • Damaged items including packing material must be held for an inspection report by the carrier.

We will advise you of what you should do with the damaged item.

Items accepted without notation of damage:

All claims for concealed damage must be in writing in and must be received within 5 days from the date of delivery. You must under all circumstances save packaging and product for inspection by the delivering carrier.

If you decide to use your own shipping account for billing purposes, or if you picked the items up yourself or organized your own shipping, you are solely responsible for filing any claims directly to the freight carrier. Any replacements will need to be placed as if it is another order.

 

Q: Can I cancel an order?

A: In the event you find that you need to cancel an order, change an item in an order, or change the shipping address, please call us at  (604) 200-3564 . Generally we cannot cancel an order once it has been shipped. However, the sooner you call the better our chance of catching the order in time. If we are unable to make the change before the order is processed and shipped, you may need to return the item. Please see our return policy for details.

Q: Which payment methods do you offer?

A: We accept PayPal and all major credit cards; Visa, MasterCard, American Express, Discover through Paypal. You don’t need to have or create a PayPal account to pay with your credit card. Simply use PayPal as “a Guest”. This way your credit card information is safe – we will never receive any of your credit card information. We also accept purchase orders from public schools only with net terms 30.

To place an order by telephone call (604) 200-3564 and we will be able to assist you with completing your order.

 

Q: Do you charge Sales Tax?

A: In accordance with local law, all items shipped are subject to 5% Canadian Goods and Services Tax (GST). If you are ordering for a tax-exempt organization or individual, you will be required to provide documentation of tax-exempt status for the address where the product is being shipped. The name on the order must exactly match the tax-exempt certificate.

Applicable duties and taxes will be applied during the checkout process. We collect duties and applicable GST (5%), as well as HST (13%) for the provinces of New Brunswick, Newfoundland, Labrador, and Nova Scotia.

Please call (604) 200-3564 and we will be happy to assist you with any questions you might have.

 

Q: What information do you collect?

A: We may collect and store any information you provide to our website or customer service representatives. For example, we typically keep a record of the information you provide us when you create an account, place an order, email, call or fax us. This helps us process and track your orders for you. It also helps us provide you with a more personalized experience if you shop with us again. We keep track of the following:

  • Your name
  • Your shipping address
  • Your billing address
  • Your email address
  • Your phone number

We may also collect and store any other information you choose to provide.

We do not have access at any time to your credit card information!

You may change your information at any time by clicking the “Your Account History” link on our homepage. Sign in and click “Your Details”. We are also happy to change this information for you or remove you from our records if you call us at (604) 200-3564 .

 

Information Sharing

We do not sell any customer information or share it with individuals or companies who would use it to market to you. However, we do share your shipping information with our shipping companies only to facilitate the delivery of your orders.

 

Permission to email

Upon registering through our website we gain your permission to send you, our email newsletter featuring new products, industry news and sale promotions. If you elect to unsubscribe at any time you can do so by clicking the unsubscribe link located at the end of each newsletter or email.

We reserve the right to modify our privacy policy at any time, so please review it frequently. We will post any changes here, on our homepage and in other appropriate places so you’ll always know what information we collect, how we use it, and under what circumstances we share it. If we make material changes to our policy, we will notify you here, by email or by posting a notice on our website.

 

Last updated: July 2012