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Our Policies
There are four ways to shop at FENIGO:
1) Through our online store. The FENIGO.com online store is always open.
2) By telephone - please call us (Local: 519-954-7877 or Toll Free: 866-924-1671) and we'll be happy to answer your questions and process your order via telephone.
3) By mail. To place your order by mail, please fill out the order form (download in PDF) and mail it to us along with a cheque or money order payable to FENIGO or with your credit card details.
Please do not send cash.
4) By visiting our brick-and-mortar location in Waterloo, Ontario. Click here to view our address and hours of operation.
We accept the following payment options:
- Credit Card (Visa, Mastercard)
- Cheque or money order (payable to FENIGO)
- Email money transfer (please email to info@FENIGO.com)
How to do it? - To send us an email money transfer please log onto your online banking account. You should be able to locate a link to email money transfers. You will need to choose a secret question and a password. It can be as simple as "what is the order ID?”. There might be a fee for this transaction. Please check with your bank.
- Paypal
- Cash (at our brick-and-mortar location)
We believe in the 3Rs and will do what we can to minimize and reuse packaging while ensuring that products are adequately protected and arrive at your doorstep in perfect condition.
We usually ship via Canada Post from Waterloo, Ontario, Canada.
Sometimes we may use a different shipping method if deemed more appropriate.
Estimated Delivery Times & Shipping Charges (per order):
Regular orders are normally processed within 1 - 3 business days. Express orders are normally processed within 24 business hours. Please note that processing times will be longer during our busy seasons (back-to-school and Christmas).
| | Regular Service | Express Post |
|---|
| Shipping Location | Est. Delivery Time | Price per Order | Est. Delivery Time | Price per Order |
|---|
| Ontario* | 1 - 3 days | $7.77 | 1 - 2 days | $12.97 |
| Quebec* | 1 - 3 days | $7.77 | 1 - 2 days | $12.97 |
| New Brunswick* | 3 - 4 days | $7.77 | 1 - 2 days | $22.97 |
| Nova Scotia* | 3 - 4 days | $7.77 | 1 - 2 days | $22.97 |
| Prince Edward Island* | 3 - 4 days | $7.77 | 1 - 2 days | $22.97 |
| Manitoba* | 3 - 4 days | $7.77 | 1 - 2 days | $22.97 |
| Alberta* | 5 - 6 days | $7.77 | 3 - 4 days | $24.97 |
| British Columbia* | 6 - 7 days | $7.77 | 3 - 4 days | $29.97 |
| Saskatchewan* | 4 - 5 days | $7.77 | 2 - 3 days | $22.97 |
| Newfoundland and Labrador* | 5 - 6 days | $7.77 | 3 - 4 days | $22.97 |
| Northwest Territories* | 1 - 2 weeks | $7.77 | n/a | n/a |
| Nunavut* | 1 - 2 weeks | $7.77 | n/a | n/a |
| Yukon* | 1 - 2 weeks | $7.77 | n/a | n/a |
| Continental USA | 1 - 2 weeks | $14.97 | 3 - 7 days | $39.97 |
*GST/HST is extra.
International Customers (Outside Canada)
International customers may be charged brokerage fees and duties based on the country they live in. Customers are responsible for all of these charges.
If you are not completely satisfied with your purchase, you may exchange or return unused products in their original packaging within 30 days. Shipping and handling charges are not refundable. All shipping costs related to a return are the responsibility of the customer. If you are returning a product that was shipped to you at no charge, we will refund you the price of the product less the actual shipping costs that we incurred in shipping the product to you. Full refund will be issued if your order has not left our warehouse.
All items must be returned in saleable condition and in the original packaging for a full refund. Sales of discontinued clearance items are final.
Please obtain a Return Authorization Number prior to returning the product to us by calling or emailing us at info@FENIGO.com. Please included your full name, address and the original order ID (if possible) with your shipment.
Please note that we cannot be held responsible for lost packages that are being returned to us. We recommend that you keep your postal receipt and purchase insurance. To ensure that the goods that are being returned reach us in their original condition it is best to use the original packaging.
The following tax will be charged in Canada:
- Alberta - 5% GST
- British Columbia - 12% HST
- Manitoba - 5% GST
- New Brunswick - 13% HST
- Newfoundland & Labrador - 13% HST
- Northwest Territories - 5% GST
- Nova Scotia - 15% HST
- Nunavut - 5% GST
- Ontario - 13% HST
- Prince Edward Island - 5% GST
- Quebec - 5% GST
- Saskatchewan - 5% GST
- Yukon Territory - 5% GST
Generally, orders containing out of stock items will be shipped complete when we receive all the items. We will ship partial orders upon your request, however extra shipping charges will apply.
Updated on November 21, 2012
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