FAQ's

HOW DO I PLACE AN ORDER?

Step 1: Place one or more items in your shopping cart.

• Search for the item(s) you want to buy.
• Click on 'Add to cart'. This puts the item(s) in your shopping cart.
• Click on 'Proceed to checkout'.  You can also choose to carry on shopping. The item(s) will stay in your shopping cart.
• Log in to your account or, if you do not have one yet, set up an account during the order process.

Step 2: Check your order.

• Enter the delivery address.  The default delivery address is the address of your account.
• You can enter an alternative delivery address. When the details are correct, please click on 'Go to payment'.

Step 3: Payment and Completion

• Choose payment method.
• Click on 'Place order' to complete your order.
• You will receive an email to confirm your order.

HOW DO I KNOW IF MY ORDER WAS SUCCESSFULLY PLACED?

You will receive an automated email confirming that your order was successfully place.  If you do not receive this email, please contact Customer Care at 877-752-0059 ext.1009; Monday – Friday from 8:00am - 4:30pm EST for assistance.

HAS MY ORDER SHIPPED?

Click the "My Account / Order History" link at the top right hand side of our site to check your orders status.

HOW DO I CHANGE QUANTITIES OR CANCEL AN ITEM IN MY ORDER?

Please call Customer Care at 877-752-0059 ext.1009; Monday – Friday from 8:00am - 4:30pm EST for assistance.

HOW DO I TRACK MY ORDER?

Click the "My Account / Order History" link at the top right hand side of our site to track your order.

WHAT IF AN ITEM WAS MISSING FROM MY ORDER?

Even though each order is passed through a three step audit process of picking, packing and shipping sometimes an item might be missed or is simply on backorder. Should you receive an order and something is missing, please contact Customer Care within 24 hours of receiving your shipment so that we can investigate the situation immediately. Customer Care: 877-752-0059 ext.1009; Monday – Friday from 8:00am - 4:30pm EST or email maryse@tbcgs.com

WHEN ARE BACKORDERS SHIPPED?

Sometimes due to manufacturer’s availability or high volume times an item is not available when the order is received. At these times, we will ship your order without the missing items and notify you that we are aware of the missing piece(s). Don’t worry, we will ship your missing item as soon as stock is replenished which typically takes approximately three weeks. We will notify you when your backorder shipment is in transit.

WHAT IF I NEED AN ORDER DELIVERED BY A CERTAIN DATE?

Before you complete your order, please contact Customer Care at 877-752-0059 ext.1009; Monday – Friday from 8:00am - 4:30pm EST for assistance.

HOW DO I CREATE AN ACCOUNT?

1) Click the "Register" link in the top navigation bar of our site.

2) Enter your information and save.

HOW DO I EDIT MY ACCOUNT INFORMATION?

When you initially register or login after you have registered and click on your name in the top navigation, you will see your ‘Account Dashboard’.  This will give you a snapshot of your account (user name and account number).  At any time, you can update your profile by clicking ‘edit account info’ or by clicking on ‘Account Settings’.  Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

HOW DO I RETRIEVE MY PASSWORD?

Click the "LOGIN" link in the top navigation of our site. Under the ‘Sign In’ box you'll see a link that says "Forgot your password?” Click that link will allow you to reset your password by entering your email address – just follow the prompts.  It’s that simple!

WHERE DO I FIND MY ORDER HISTORY?

Once you log in, you can click on your name in the top navigation of our site.  From here, you will land on your Account Dashboard.  In the left side navigation of this page, click Order History.

HOW DO I CHANGE/EDIT MY ACCOUNT SETTINGS?

Once you log in, you can click on your name in the top navigation of our site.  From here, you will land on your Account Dashboard.  In the left side navigation of this page, click Accounting Settings.

HOW DO I CHECK MY ACCOUNT BALANCE?

Once you log in, you can click on your name in the top navigation of our site.  From here, you will land on your Account Dashboard.  In the left side navigation of this page, click Account Balance.

HOW DO I GET ASSISTANCE WITH MY ACCOUNT?

Please contact Customer Care at 877-752-0059 ext.1009; Monday – Friday from 8:00am - 4:30pm EST for assistance or email maryse@tbcgs.com

DO I HAVE TO PAY TAXES?

Depending on your location (Province) applicable GST or HST will apply to your order.

I HAVE QUESTIONS REGARDING MY CHARGES

Please contact Customer Care at 877-752-0059 ext.1009; Monday – Friday from 8:00am - 4:30pm EST for assistance or email maryse@tbcgs.com

I NEED A COPY OF MY RECEIPT/INVOICE

Click the "My Account / Order History" link at the top right hand side of our site to check your orders history or email maryse@tbcgs.com

WHEN WILL MY CREDIT CARD BE CHARGED?

Your credit card will be charged at time of order.

WHEN CAN I EXPECT TO SEE MY CREDIT?

Credits usually take 7-10 business days from the time we receive your item(s).

HOW DO I GET ASSISTANCE WITH MY CHARGES?

Please contact Customer Care at 877-752-0059 ext.1009; Monday – Friday from 8:00am - 4:30pm EST for assistance or email maryse@tbcgs.com

SHIPPING

Upon confirmation of your order, you will receive an e-mail confirming that your order has been received. Orders will be shipped bi-weekly and delivered to the office location selected in your account profile. All orders are shipped by courier ground services. The fulfillment center is located in Ontario – ground services take approximately two days within this province and a day per province to your address.

DOES THE WEBSITE OFFER EXPRESS SHIPPING?

Express shipping is available. Please call Customer Care at 877-752-0059 ext.1009; Monday – Friday from 8:00am - 4:30pm EST for assistance in rush orders.

WHAT IF PART OF MY ORDER IS NOT AVAILABLE?

After you have placed your order, if for some reason an item is not available to ship, you will be notified via email that an item has been cancelled from your order and you may select another item or place your item on back-order until the item arrives.

WHAT IF AN ITEM WAS MISSING FROM MY ORDER?

Even though each order is passed through a three step audit process of picking, packing and shipping sometimes an item might be missed or is simply on backorder. Should you receive an order and something is missing, please contact Customer Care within 24 hours of receiving your shipment so that we can investigate the situation immediately. Customer Care: 877-752-0059 ext.1009; Monday – Friday from 8:00am - 4:30pm EST or email maryse@tbcgs.com

WHEN ARE BACKORDERS SHIPPED?

Sometimes due to manufacturer’s availability or high volume times an item is not available when the order is received. At these times, we will ship your order without the missing items and notify you that we are aware of the missing piece(s). Don’t worry, we will ship your missing item as soon as stock is replenished which typically takes approximately three weeks. We will notify you when your backorder shipment is in transit.

WHEN CAN ITEMS BE RETURNED?

Items can be returned if you receive items which do not match those ordered or if any items purchased have faults when they are delivered. Please notify Customer Care within 2 business days of receipt in order to initiate the returns process. Customer Care: 877-752-0059 ext.1009; Monday – Friday from 8:00am - 4:30pm EST or email maryse@tbcgs.com

HOW DOES THE RETURN/EXCHANGE PROCESS HAPPEN?

Each return and/or exchange will be handle on an individual basis. Please contact Customer Care to initiate the process by obtaining a Return Authorization Number (RA#). This identification number is critical to the resolution process. When your order is physically retuned with this identification number clearly marked on the outside of the packaging, Customer Care will be able to expedite the return/exchange for you. Please note that the process for replacement or refunds will commence once the original goods are received and inspected. Customer Care: 877-752-0059 ext.1009; Monday – Friday from 8:00am - 4:30pm EST or email maryse@tbcgs.com

HOW ARE REFUNDS PROCESSED?

Refunds are processed once the original goods are received back at the fulfillment centre and inspected. Full refunds for goods that are in good condition will occur immediately. Should any goods be returned in less than favourable condition, Customer Care will contact you at once. For purchases made by credit card, a credit will be processed and will appear on your next monthly statement.

HOW ARE EXCHANGES PROCESSED?

Exchanges are processed once the original goods are received back at the fulfillment centre and inspected. Should any goods be returned in less than favourable condition, Customer Care will contact you at once. Since the replacement item will be identical to the original item, no credits will be required.

HOW DO I RETURN ITEMS?

Items must be returned in their original condition with all packaging and documentation with the Return Authorization Number clearly marked on the outside of the packaging. Upon receipt of the returned items, the price of the items, as paid, will be refunded through the payment method used when the items were purchased. Customer Care: 877-752-0059 ext.1009; Monday – Friday from 8:00am - 4:30pm EST or email maryse@tbcgs.com

It is recommended that all returns are sent via recorded delivery to ensure that the goods arrive at our warehouse. You will be responsible for the items should they get lost in transit. Appropriate packaging materials should be used to ensure that there is no damage to the goods during transit, as you will also be liable for the cost of any damage during transportation.

WHAT HAPPENS IF MY ITEMS ARE DAMAGED?

If items are damaged in transit and the damage is apparent on delivery, such damage should be reported to Customer Care within one business day. The items will be issued a Return Authorization Number and arrangements will be made for collection and return to the fulfillment centre. Upon receipt and inspection of the returned items, new items will be dispatched, or alternatively the price of the items, as paid, will be refunded through the payment method used when the items were purchased. Customer Care: 877-752-0059 ext.1009; Monday – Friday from 8:00am - 4:30pm EST or email maryse@tbcgs.com