USERNAME AND PASSWORD
Q. I have a user account with the Stratford Festival; why can't I use it to log in to the store site?
A. Currently, the main theatre website and the store website are two separate entities. While you may have a user name and password linked to your account to purchase tickets on the main website, the store site does not have access to that information. You can use the same information on the store site but you will have to enter it in again as though it is a new account.
PROMOTIONS
Q. I received a promotional offer for $2 shipping. How do I redeem the offer?
A. Once you have filled your cart with $50 or more worth of merchandise, after discounts, and have entered your shipping information, the checkout screen will offer $2 shipping. If the shipping destination is within Canada, the shipping option will be "Canada Post Regular". If the shipping destination is within the United States, the shipping option will be "Canada Post Small Packets Surface USA". Shipping options will not be shown until you enter your shipping information.
Q. Why won't my promo code work?
A. Make sure you have entered the correct promotional code and have pressed the SUBMIT button. Be sure there are no warning pop up screens in the upper right corner of the screen.
Q. I received a promo for discounted shipping; how do I get the discount?
A. Promotional shipping deals are associated with minimum purchase amounts. Be sure your cart total is of a value greater than the promotion. Once your cart shows a balance of the promotional amount to qualify, shipping charges for Canada Post Regular for destinations in Canada and Canada Post Small Packets Surface USA for US destinations will change to the discounted charge. Choose the appropriate shipping method and the charge will apply to your purchase.
SHIPPING FEES
Read below for more information about the shipping methods we offer for orders shipped within North America. At this time, we are unable to process international orders online. Please call the store for a shipping quote for international orders.
Ontario & Quebec
- Canada Post Regular charges $7.95 per shipment plus $0.95 per item
- Canada Post Express Post charges $10.95 per shipment plus $0.95 per item
Rest Of Canada
- Canada Post Regular charges $11.95 per shipment plus $0.95 per item
- Canada Post ExpressPost charges $13.95 per shipment plus $0.95 per item
United States
- US Small Packet Ground charges $5.95 per shipment plus $1.95 per item ***for orders less than $40 only
- US Expedited Parcel charges $13.95 per shipment plus $1.95 per item
SHIPPING TIMES
One to three business day Processing Time Plus:
Approximate Delivery Times to Canadian Destinations
- 2 - 5 business days - Toronto, Kitchener, London, Montreal, Windsor
- 4 - 7 business days - Halifax, Saint John, Regina, Saskatoon
- 5 -8 business days - Calgary, Edmonton, Vancouver
(Add extra days for additional distance from these major centres. Shipping via Express to Canada generally cuts above delivery times in half.)
Approximate Small Packet Delivery Times to US Destinations
***Small Packet deliveries are not traceable. For deliveries that need to be tracked or guaranteed shipping times, please choose Expedited Delivery
- 7 - 12 business days - New York, Ohio
- 8 - 13 business days - Connecticut, Delaware, District of Columbia, Illinois, Indiana, Iowa, Kanas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Missouri, New Hampshire, New Jersey, North Carolina, Pensylvania, Road Island, Vermont, Virginia, West Virginia, Wisconsin
- 9 - 14 business days - Alabama, Arkansas, Colorado, Florida, Georgia, Louisiana, Minnesota, Mississippi, Nebraska, North Dakota, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Washington
- 11 - 16 business days - Arizona, California, Montana, Nevada, New Mexico, Oregon, Utah, Wyoming
(Add extra days for additional distance outside major city centres. Shipping via Expedited to the US takes approximately 1-4 business days)
RETURN POLICY
The following items are not returnable:
- Gift Certificates
- Opened video/DVD, Giftware, Toy & Game, Music product (unless damaged)
I. Items that can be returned may be refunded up to 30 days from their shipment date.
II. Promotional discounts have no cash value and are not refundable.
III. We reserve the right to verify return product information before issuing a return credit (i.e. confirming damaged product).
IV. We are not responsible for any damage that may occur during the return shipment of your order.
V. Unless we made an error in order processing or shipping, return shipping fees will apply such as $5.95 + $0.95 per item.
For your convenience, shipping charges will be automatically deducted from your refund amount. Additionally, unless there was an error on The Theatre Store’s part, any shipping fees on the original order are not refundable.
VI. Costume Sketches, Artisan jewellery and Costume Ornaments are considered unique items. The following rules apply:
- items are not refundable, except if the item is damaged or is incorrect. If so, please contact our customer service department.
- All return shipping costs are the responsibility of the customer and The Theatre Store will not refund return shipping costs.
- We reserve the right to verify returned product information before issuing a refund.
LIMITED WARRANTY- EXCEPT FOR THIS LIMITED PRODUCT WARRANTY, THE THEATRE STORE AND STRATFORD FESTIVAL MAKES NO WARRANTY, REPRESENTATION, GUARANTEE OR CONDITION RESPECTING ANY NEW PRODUCT, WHETHER EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE INCLUDING WITHOUT LIMITATION, WARRANTIES OF MERCHANT ABILITY, FITNESS FOR PURPOSE OR YEAR 2000 COMPLIANCE AND ANY SUCH WARRANTY, REPRESENTATION, GUARANTEE OR CONDITION IS EXCLUDED. THE THEATRE STORE'S SOLE RESPONSIBILITY FOR WARRANTY CLAIMS IS LIMITED TO RETURN AND REFUND AS STATED ABOVE AND IN OUR RETURNS POLICY.
LIMITATION OF LIABILITY - IN NO EVENT WILL STRATFORD FESTIVAL BE LIABLE TO CUSTOMER FOR ANY SPECIAL, DIRECT, INDIRECT CONSEQUENTIAL, INCIDENTAL EXEMPLARY OR PUNITIVE DAMAGES, LOSSES, INJURY, COSTS OR EXPENSES OF ANY NATURE RELATED TO ANY PRODUCT. STRATFORD FESTIVAL'S TOTAL LIABILITY FOR ANY CLAIMS, WHETHER IN CONTRACT, TORT, WARRANTY OR OTHERWISE SHALL BE LIMITED TO THE PRICE OF SUCH PRODUCT PLUS CDN$5.00 SHIPPING CHARGES.
Return Period
Items that can be returned may be refunded up to 30 days from their shipment date.
