02-14-2011 12:39 AM #1
- Join Date
- Dec 2010
Liquidation World Canada- Frequently Asked Questions(FAQS)
Does LW accept Manufacturer's coupons?
No, at this time LW does not accept Manufacturer's coupons.
What type of payments does LW accept?
We accept Visa, American Express and Certified Cheques
Do you offer an LW credit card?
No, at this time we do not carry an LW credit card.
How do I subscribe/unsubscribe to your V.I.P Program?
To subscribe you can sign up online or you can visit your nearest LW and sign up in Store.
To unsubscribe click the 'One-Click Unsubscribe' button at the bottom of a recent email you have received from LW. Follow the instructions and you will be removed from our list.
Where does LW get their products?
LW acquires consumer merchandise from a variety of opportunistic situations including overstocks, closeouts, packaging changes, discontinued products, excess inventories, returns and shelf pulls.
Do you offer online shopping?
Yes! Check out our "Home" tab today for all your treasure hunting desires.
What is your Return Policy?
Satisfaction Guaranteed. We have the utmost faith in our product & pricing. Should you not be satisfied, we offer an exchange or refund within 30 days of your purchase with receipt and original packaging. Some items may be sold as final sale. No returns on: undergarments, swimwear, pierced earrings, software and video games, DVDs, and CDs.
I have product(s) for sale, who should I contact?
Submit your information via the Customer Service e-mail address and our Customer Service Representative will forward your information to the appropriate Buyer and/or provide you with the best next steps.
Ordering and Shipping
How do I track my order?
You may track your package by linking to the carrier's website (Canada Post, Purolator etc...) and using its tracking ID number. To confirm carrier and tracking ID number, go to Your Account in the header of any lwstores.com website page and sign in. Once logged in, view the itemized list of individual orders that appears under Orders. Select your order's tracking ID link to go to the carrier's page.
Order Processing and Shipping Time
Order processing time includes credit verification and time to pick and pack your order. If the merchandise is in stock, your order should leave our warehouse in 2-3 days.
Shipping time is dependent on your location and can be determined by visiting the carrier’s website and entering your address.
What does shipping cost?
Shipping costs vary based on you choice of shipping service as well as your location. Our rate program will identify your shipping cost during the check out procedure.
Where can I ship to?
We deliver anywhere in Canada!
At this time international orders cannot be processed.
Note: To ensure that orders being sent to PO boxes and rural route addresses get to their proper destination, please include a physical street address, highway number and/or an emergency number with your order. Delivery services may vary by carrier or location and may require pickup up of product(s) at a local postal outlet or distribution centre.
Can I order a product and ask you to ship it to someone else?
Yes, the "Ship to" can be any Canadian address. Just enter the address where you want your product delivered in the "Ship to" portion of the checkout process.
Can I place an order with multiple shipping addresses?
Not with a single order. You would need to purchase separate items through multiple orders and select different shipping addresses.
How do I update my Account/Shipping Information?
Login into your account, select your profile and update any of your information that has changed.
What is your online return policy?
All merchandise purchased from lwstores.com must be returned to an LW location within 30 days of purchase - click here to use our store finder.
In order for a return to be processed, customers must have the merchandise they wish to return, original packaging and a printed copy of their order confirmation receipt email.
What is your shipping refund policy?
Shipping and handling charges are non-refundable; however, we will gladly refund your original shipping cost if you are returning an item because of an error on our part, or we have determined that the product is defective.
Can I reschedule delivery?
No – once a delivery has been scheduled, it cannot be changed.
Can I purchase online and pick up my order at my local LW Store?
No - Not at this time
What is your order cancellation policy?
Once an order been authorized and confirmed, it cannot be cancelled. Once you receive your order, the merchandise can be returned to any of our LW or Liquidation World outlets.
Confirming Your Order
How do I know if my order went through?
There are many different ways to find out if your order went through - we'll confirm your order details once you submit your order, as well as via email. Here's how it works:
Once you select the "Checkout" button in your Shopping Bag and sign-in to your online account, you will be guided through a simple step-by-step checkout process. You're almost through Checkout when you see the Place Your Order page. Simply check to make sure that all the information is correct on this page, then click the "Place Your Order" button. You will then be taken to our Thank You page, which confirms that you have successfully completed your order and that we will process it shortly.
Please note: If you are paying for your order using a credit card and we encounter difficulties authorizing your card for the purchase, you will be notified by email. Credit card authorization failures will prevent your order from being processed.
Order Confirmation Email
Immediately after successfully placing an order online, you'll receive an email confirming that you have placed an order with lwstores.com
Several hours later, you will receive an order confirmation e-mail containing your complete order details and the order number assigned to your purchase. Please save this email - your order number is an important reference number in the event that you have questions or concerns regarding your order.
Shipping Notification Email
When your order is ready to ship, you'll receive a shipping confirmation email. This email will contain your shipping details and courier tracking information. Please use this tracking number to check on the delivery status of your order.
Do I have to pay tax when I order online?
The short answer is yes. Of course, how much tax you'll need to pay depends on a few factors, including what you're buying and where it's going. Here’s a sales tax breakdown by province and territory.
Prince Edward Island8%
*Quebec PST (7.5%) is calculated using the cost of the item plus GST.
**HST (Harmonized Sales Tax) is a combination of GST and PST.
When am I billed for my order?
When you purchase an item with your credit card, we authorize your payment at the time of purchase; however your credit card is not billed until your item(s) ships.
If for some reason we cannot authorize your credit card, we'll send you an email to let you know but unfortunately, we will not be able to process your order. If we successfully authorize your credit card, but we are unable to process the charge once your order ships, we'll attempt to bill you again within 5 days. If we're simply unable to process the charge to your credit card, we'll contact you.
Purchasing LW Gift Cards Online
Gift Card details:
LW gift cards are available in the following set amounts: $25 $50 $100 $150 $250
All LW gift cards are valued in Canadian dollars.
Availability/Processing Time: Gift card orders ship from us in 1-3 business days.
Shipping Method: LW gift cards will be shipped via Canada Post and postage will be paid by LW Everybody’s Outlet Store. Delivery tracking: Letter Mail is not a trackable shipping method.
LW Gift Card Return Policy: All LW Gift Cards are final sale - no returns or refunds will be available.
What happens if my recipient never receives the gift card?
Your gift card should arrive on or before the delivery date we quoted in your Order confirmation email. In the event the delivery estimate has passed and your giftcard has not arrived, please contact us for assistance.
Wrong Item Shipped
If you receive different items than what you have purchased, your order will be fully refunded.
It is quite common for a multi-item order to be sent in more than one package. Before assuming an item is missing, make sure you've checked each package in your order. We do our best to make sure each and every order arrives complete - however, on occasion we may miss an item. If an item's missing from your order, here's what you should do:
- First, compare your shipping confirmation with (check) your packing slip. It will list the items in your package and is a great way to double check whether your shipment is complete. We ship item(s) in your order as they become available so it is quite common for a multi-item order to be sent in more then one package. Please check each package for the missing item.
- If the item is not listed on any of your packing slip(s), please contact us. We'll need your order number and name of the missing item (you can reference your original order confirmation for this information). We'll also need to know whether you would like us to replace the missing item (at our expense) or if you'd prefer, we will credit you for the missing item.
- Please be aware that when we replace an item, the product availability and delivery time may differ from that of the original purchase (product availability is subject to change at any time). Unfortunately, we cannot expedite a replacement order - if you need the replacement item immediately, the best thing to do is request a refund for the missing item and try purchasing the item at one of our retail locations.
Occasionally packages are returned to us as undeliverable. When the carrier returns an undeliverable package to us, we’ll send an e-mail notifying you of the return and issue a full refund on the product – shipping charges are non-refundable if the undeliverable package was a result of customer error.
We are unable to re-ship orders that are returned to us as undeliverable. If you would still like to purchase items that were undeliverable, you are welcome to place another order at lwstores.com with a new shipping address. If you suspect your order was deemed undeliverable, you should receive confirmation of its return or a refund within four weeks of the estimated delivery date. If more than four weeks have passed, please contact us at firstname.lastname@example.org
Why Was My Package Undeliverable?
Our carriers may deem a package undeliverable for any of the following reasons:
- Incorrect or Out-of-date Address
- P.O. Box Format: When entering a post office box as a shipping address, please be sure to enter it as “PO BOX” followed by the number. Otherwise, it may mistakenly be sent through a carrier that won’t deliver to those addresses.
- Other Address Problems: Some organizations have strict delivery restrictions for their residents. These rules are determined independently and may vary.
- Illegible Label: In rare cases, it is also possible that the address became illegible during the shipping and handling process.Failed Delivery Attempts: Most of our carriers make one to three attempts to deliver a package. Packages that contain more than $400 of merchandise may require a signature. After the attempts at delivery, either a note will be left on your door or the package will be returned to us (and your account will be credited).
Refused by Recipient: If a gift recipient is not expecting a gift, they may refuse the package if they believe it was sent to them in error. If you still want to send these items, you may want to re-order and let the recipient know that a surprise is on the way.
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