Frequently Asked Questions
What if I have questions about the content of one of the publications 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: email@example.com and one of our representatives will be pleased to help you find it.
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 8AM to 5PM 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 inquiries by e-mail: firstname.lastname@example.org.
How do I order?
Step 1: Find Items
Browse or use our search function to locate your publications of choice. When you find an item that interests you, click the title or name of the item for a full description page.
Step 2: Add Items to Your Shopping Cart
If you want to order an item, select the desired format from the drop-down menu below the product title, enter the desired copies of the item, and click the "ADD TO CART" button. You’re running total will display under the MY CART icon at the top of every page of our Web site. For a detailed Cart summary, click on the MY CART icon.
Step 3: Proceed to Checkout
Click on the MY CART icon and take a moment to review all the items you've placed in your Cart. If you decide that you don't want to purchase a particular item in your cart, change the QTY number to “0” and click on UPDATE CART. If you decide that you don't want to purchase any item in your Cart, click on CLEAR CART to remove the items from your Cart.
If you have a discount code, enter it in the box below CART TOTAL and click on SUBMIT to update your GRAND TOTAL.
If you would like to make your purchase at a later date, follow the Save your order for later link below the SUBMIT button. Note: you must create an Orderline account or login to your account to use this function.
Before you PROCEED TO CHECKOUT, you can get a shipping estimate for your order by scrolling down the page to ESTIMATE SHIPPING. Enter your location information in the three boxes and click on GET AN ESTIMATE to view your shipping options.
When you're ready to place your order, click on PROCEED TO CHECKOUT.
Step 4: SECURE CHECKOUT
1 BILLING ADDRESS
If you have an Orderline account, follow the Click here to login link, enter your email address and password, and click on LOGIN to automatically enter BILLING ADDRESS information.
If you do not have an Orderline account, enter your BILLING ADDRESS information and check the CREATE ACCOUNT FOR LATER USE box.
2 SHIPPING METHOD
Click on your desired Canada Post shipping option or Local Pickup at our Toronto location. Your order GRAND TOTAL will update to reflect your choice.
3 PAYMENT METHOD
We accept American Express, Visa, MasterCard, PayPal and Interac. Click on your desired payment option and enter the required information
4 CONFIRM ORDER
Click on CONFIRM ORDER to complete your transaction.
Is there an exchange policy?
Orderline will gladly exchange your order (some exceptions apply*) within 30 days of the order shipment in the following situations:
- Product defect/damage
- Order filling discrepancy
- Exchange for another product
Exchanges are classified as returning one product for another or receiving a store credit to be applied to future purchases. 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.
Please help us serve you better by ensuring that the following conditions are met:
- Products returned due to damage/defect or order filling discrepancy must be accompanied by the printed materials that were included in the order shipment.
- Products returned must be accompanied by the original invoice and must be deemed to be in resalable condition to be eligible for exchange.
- 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
*Note: The following publications listed below are Final Sale and are not subject to Orderline's Exchange Policy:
- All National and Provincial Government Code Products (includes Guides to the Building Codes)
- All Standards (ASTM, CSA, CGSB, ULC)
- All CD-ROM, Downloadable PDF, and Online Subscription purchases
- All Historical Reference items
Special Conditions apply to Courses — please contact us for further information.
Is there a Shopping Guarantee?
When you shop at Orderline, your personal privacy is protected. Orderline is committed to keeping your information and transactions safe and secure.
Orderline protects your personal information
The personal information you provide when you place an order is secured using Secure Socket Layers (SSL) encryption technology. This means that your credit card information, name, address and email cannot be intercepted or read as they are transmitted over the Internet. SSL encryption is the security standard used by virtually all other e-commerce systems on the Web.
None of our customers have ever reported fraudulent use of a credit card as a result of purchases made at Orderline. In the event of unauthorized use of your credit card, most banks either cover all the charges that result from the unauthorized use or they may limit your liability to just $50.
Orderline only asks for the information it needs
Orderline only collects the information necessary to process your order and make your shopping experience more personal. This means that we need your name, e-mail, telephone number, shipping and credit card information. This information allows us to process your order and communicate with you on your order status. All of the information we collect is protected against unauthorized access.
Orderline does not share the information it receives
Orderline does not sell, trade, or rent names or e-mail addresses to others.
Information about "cookies"
"Cookies" are small pieces of information that are stored by your browser on your computer's hard drive. If you register as a member on our site, cookies allow us to remember your name, billing address, telephone number and e-mail so that the next time you make a purchase, you don't have to re-enter this information. Cookies are used for your convenience, not ours. You can always turn off your cookies by adjusting a setting in your browser; however, you are unable to order online without them on. If you have any more questions regarding privacy and security on our site, we would be happy to provide you with a more detailed explanation of our policies. Please call us at 1-(888)-361-0003.