FAQ

FREQUENTLY ASKED QUESTIONS:

Q: Where are you located? 
A: We have store locations at two of our theatres. The Festival Theatre shop is located at 55 Queen St, in the Normal School building across from the theatre. The Avon Theatre shop is located downtown at 99 Downie St, right beside the Avon Theatre and accessible within the theatre as well.

 Q: What are your hours of operation?
A: We are only open on days we have a show on during the festival season, usually Tuesdays to Sundays. If we have a Matinee only performance, we will be open 10:00am to 6:00pm; if we have an Evening performance scheduled, we'll be open from 10:00am to 11:00pm. We stay open through the performances. Note that if the Festival has no show but the Avon does, only the Avon shop will be open. If the Avon has no show but the Festival is, only the Festival shop is open. If neither theatres have shows (even if the Tom Patterson or Studio have shows), then both stores will be closed. The hours directly depend on what is playing at the corresponding theatres.  Our webstore however, is open 24/7! Inquiries by phone and email however will be answered only during business hours.  


***NOTICE*** OFF-SEASON: December 25 to April 15

Both locations are closed starting December 25th, and will not be open until April 15th. While our webstore is available 24/7, during this time period, the processing of your orders may be delayed. Orders placed between January 1st until mid-January will not be processed until the middle to end of January. All other orders until opening in April may only get processed once or twice a week. You will get a notification via email once your order has been fulfilled and shipped out. Please contact us if you have any questions regarding this.

Q: I want to buy a gift certificate. How I can I order one?
A: At this time, gift certifcates are not able to be ordered on the Stratford Festival Shop website. Please visit our main ticketing site, or call our box office: 1-800-567-1600.

Q: I want to redeem a gift certificate. How can I do that?
A: At this time, gift certificates are not redeemable on our Stratford Festival Shop website. If you want to use it for store merchandise, please contact us by phone or visit us in person.
 
Q. I saw an item in store but I can't find it online. How can I order it?
A. Many items we have are exclusively in-store, especially one-of-a-kind jewellery pieces. Please contact us by phone or email, describing the item as best as possible, and we can assist you in placing an order.


Q. I see that you have tees/mugs for certain shows, but not others. Why don't you have custom products available for [this show]?
A. Custom products currently exist primarily for the shows at the Festival and Avon theatres only. Additionally, some items may be available exclusively in-store. Please contact us if there's something you aren't seeing online and we can assist you from there.

Q. The prices on your website -- are they in Canadian Dollars or US Dollars?

 A. Our prices are only in Canadian Dollars. At this time, we are unable to offer a feature that allows you to select US Dollar pricing. You can check the conversion rate for CAD to USD (or the currency of your choice) by visiting http://www.xe.com/

  

SHIPPING FEES & DELIVERY INFO

CANADA
•    Canada Post Regular: Flat fee of $9.95 per shipment. Please allow 5 - 7 days within Ontario and 7-14 days for the rest of Canada.
•    Canada Post XpressPost: Flat Fee of $12.95 per shipment. XpressPost will have a tracking numberassociated with the shipment, and has guaranteed arrival times. **RECOMMENDED OPTION**
•    **Additional fees may apply to certain items due to their weight.

USA
•   Canada Post US Small Packet Air: Flat fee of $14.95 per shipment. Please allow up to 4 weeks for shipment, as occasionally packages can get delayed at customs.
•    Canada Post US Expedited Parcel:  Flat fee of $18.95 per shipment. Expedited mail will have a tracking number associated with the shipment, with guaranteed arrival times. **RECOMMENDED OPTION**
•    **Additional fees may apply to certain items due to their weight.
 

INTERNATIONAL

•  Canada Post International Small Package: Flat fee of $29.95 per shipment. 
•  Canada Post International Expedited: Please contact us for rates if you would like a tracking number for your package. Rates will vary between countries and parcel size.
•  **Additional fees may apply to certain items due to their weight.

 

PROCESSING TIMES
In season, from May to October, orders will be processed and shipped within 1-3 days including weekends.  During the off-season, between November and April, orders could take longer to process, though we will make every effort to get them out in a timely fashion.


In-Store Pickup
If you live locally or coming to see a show, you can select "in-store pickup" as a shipping option. Canadians can enter their shipping/billing address in this field to generate the option. American or International patrons who wish to pick up will need to enter a Canadian shipping address to generate the option (such as a friend's or the Stratford Festival's) -- but please note, you will have to pay Canadian taxes if picking up in-store.
  
 

RETURN POLICY

The following items are NOT returnable:

•    Gift Certificates
•    Opened DVDs/Blu-Rays, CDs, Giftware, Toys & Games (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. It is the responsibility of the patron to cover shipping costs when returning an item.  If the shop has made an error on the order, the patron will be refunded the shipping amount.
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.

 
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