What are my choices of payment?
All orders are to be prepaid by cheque or credit card.

If you are paying by cheque, to avoid delays in processing your order, please call our customer service desk at 1-888-361-0003 to calculate the applicable taxes and shipping and handling charges, and to verify the total cost of your purchase(s). Please make your cheque payable to ORDERLINE.

For purchases made by credit card, publications may be charged to Visa, Mastercard or American Express.

In the case of orders to be invoiced to the customer, accounts must be in good standing. (Note: Current accounts may be opened only by government agencies, bookstores and electrical wholesalers.)

Are there any discounts for purchasing a large quantity?
Multiple user and network license discounts are available on certain products. Contact our customer service desk at 1-888-361-003 to see if you qualify.

What taxes will be added to the cost of my purchase(s)?
GST of 5% or HST of 14% is applied to all book, video, CD-ROM and online-subscription orders within Canada. No tax on U.S. orders.

How long will it take for my order to be delivered?
Canada Post is the primary method of shipment. Please allow 3-7 business days for delivery. Rush delivery within 1-2 business days via Canada Post is available. If special delivery is required, please contact our customer service desk at 1-888-361-0003 for shipping method and charges. Rush and other special shipping will be billed to the customer at cost. (Note: Shipping is subject to GST/HST, but not QST.)

How can I check the status of my order?
The fastest way is to call our customer service desk at 1-888-361-0003. Our business hours are 8 a.m. – 5 p.m. (EST), Monday through Friday. If our representatives are unable to take your call, please leave a message and we will respond within one business day. You can also make enquiries by e-mail: orders@orderline.com.

What are the advantages of registering as a member?
Registered members obtain complementary access to amendments to the 1997 Ontario Building Code and revisions to the Supplementary Guidelines to the 1997 OBC made since they were first published. Once you’ve registered, simply “sign in” to view the latest Code amendments and revisions. These documents, in PDF format, may also be printed or downloaded for free.

In addition, you can register for “CodeNews”, a free Internet-based newsletter issued by the Building and Development Branch of the Ontario Ministry of Municipal Affairs. When you subscribe to CodeNews, you receive information related to the Ontario Building Code, including new amendments, Code interpretations, the latest Building Code Commission decisions, Building Materials Evaluation Commission authorizations and Minister’s rulings, as well as scheduled seminars and courses.

What is your return policy?
Orderline has an EXCHANGE ONLY policy.

Within 30 days of the order shipment, Orderline will (1) replace defective products, (2) reship orders improperly filled and (3) exchange a product. Exchanges are classified as returning one product for another or receiving a store credit to be applied to future purchases.

All printed materials received in the original shipment that are damaged or that were incorrectly sent to a customer must be returned. Products returned must be accompanied by the original invoice and must be deemed to be in resalable condition to be eligible for exchange. In addition, a Return Authorization number must be displayed on all packages in order to be considered for exchange. You may obtain a Return Authorization number by calling our customer service desk at 1-888-361-0003. If a returned product is approved for exchange, a restocking fee will be charged to the customer unless the product is defective or an error was made in filling the customer’s original order.

Note: The following publications listed below are Final Sale and are not subject to Orderline's Exchange Policy:

• All National and Government Ontario Code Products
• All Standards (ASTM, CSA, CGSB, ULC)
• All CD-ROM, Downloadable PDF, and Online Subscription purchases

Special Conditions apply to Courses - please contact us for further information.

Do you have a privacy policy?
When you shop online at Orderline, your privacy is protected and your transactions are secure. Please see our Shopping Guarantee for more details.

What if I have questions about the content of one of the publications that I purchase?
If you are looking for a particular section or topic in one of our publications, call our customer service desk at 1-888-361-0003 or contact us via e-mail: info@orderline.com and one of our representatives will be pleased to help you find it.

However, Orderline's customer service representatives are not authorized to answer technical questions or provide advice on building, design or installation requirements or procedures. We will be happy to direct you to the appropriate location to get the information you need.

Why can’t I print more than a small segment of material from my Paperless or CODE 2004 CD-ROM or the Paperless website?
The content of all publications we offer is copyright protected. Therefore, it is not, by law, permissible to reproduce any of the material in the electronic versions of our publications. In certain instances, we are required by the owner of the intellectual property to strictly enforce this restriction. In other cases, as a convenience to users, the copyright holder allows us to provide users with the facility to print small sections of material or individual articles for their personal use.

If you require clarification or addition information about the copyright protection of specific publications, contact us at 1-888-361-0003 and we will be pleased to answer your questions.

Still can’t find the answer you’re looking for? Having trouble finding a product? Please contact us or fill out our inquiry form and we'll be glad to help!