Frequently Asked Questions

Shipping

How much will it cost to ship my order?


Order's placed on Cine-Source.ca will have shipping costs calculated by approximate weight of the entire order that has been placed. Please see the breakdown of shipping prices below. Shipping prices are calculated by the province that is on the shipping address, not the billing address. To find the approximate weight of the product you are purchasing, look at the "Product Details" section on the item page.

Ontario: 0-15lbs $12.00 16lbs + $23.00

Quebec: 0-15lbs $14.00 16lbs+ $28.00

Manitoba & Saskatchewan: 0-15lbs: $21.00 16lbs+ $35.00

Alberta & British Columbia: 0-15lbs: $26.00 16lbs+ $35.00

New Brunswick, Nova Scotia, Newfoundland and Labrador & Prince Edward Island: 0-15lbs: $28.00 16lbs+ $45

Yukon, Northwest Territories & Nunavut: 0-15lbs: $40.00 16lbs + $55.00




Do you ship to the United States?


Unfortunately, at this time, Cine-Source does not ship online orders to the United States. If you are from the United States, and wish to buy items from Cine-Source, please place an order over the phone by calling Toll Free 1-800-465-1060 or Locally 416-467-7700. We apologize for any inconvenience this may have caused.




Where does my online order ship from?


All orders placed online ship from our Toronto office/warehouse.




Can I choose an in store pick up option, rather than having my order shipped?


Cine-Source's online store does provide an in store pick up option at the check out. If you choose to pick up your items in store, you will not be charged shipping.




Will my order be dropped at my doorstep, or does it require a signature?


All orders shipped from Cine-Source require a signature for delivery. If no one is home to receive the shipment, your package will either be re-attempted the next day or will be sent to a pick up location. Please refer to your tracking number regularly to follow where your package will be sent. If, after several delivery attempts, your package is sent back to Cine-Source you will be responsible for either picking the package up or paying to have shipment re-attempted.




How long will it take for my order to get to me?


Once your order has been shipped (approximately 2-5 business days from your order date) you will receive a shipment notification with your tracking number. The length of time it takes for you to receive your package once it has been shipped depends on your location in relation to our Toronto office. Please refer to the approximate shipping times below: Ontario: 1-2 Business days from shipment date Manitoba: 2-3 Business days from shipment date Quebec: 1-2 Business Days from shipment date Alberta & Saskatchewan: 3-4 Business days from shipment date British Columbia: 4-5 Business days from shipment date New Brunswick & Nova Scotia: 3-4 Business days from shipment date New Foundland and Labrador & Prince Edward Island: 4-5 Business days from shipment date. Nunavut, Northwest Territories and Yukon: 6-7 Business days from shipment date. *the above shipment times are estimates based on our shipping provider. Shipments can be delayed for a variety of circumstances including the location of the shipping address.





Payment and Returns

What payment methods do you accept online?


We accept Visa, Mastercard, and American Express as payment methods both online and in store.




Can I Return or Exchange my Online Order?


At this time, any returns or exchanges of items purchased online must be returned in person at our Toronto location. Any exception to this rule will be at the discretion of Cine-Source's management staff. When returning or exchanging an order in store, please make sure you bring a copy of your Order Confirmation (either in print or electronically). Also make sure you have the credit card used for your online purchase with you, as returns will be made back onto the original credit card. All returns and exchanges of online orders must be done within 14 days of receiving your package. Some returns may be subject to a 25% restocking fee. All items must be returned with their original packaging included. For more information please call 416-467-7700 or Toll Free at 1-800-465-0160




Can I reserve my products online and pay in store?


At this time we only offer in store pick up with payment online for orders placed on cine-source.ca. If you would like to reserve items for payment in store, please call our Toronto office at 416-467-7700 or 1-800-465-1060. Please note that due to the high demand of some products, orders set aside without payment may be only reserved for 5 business days. If they are not picked up during this time they may be placed back into our inventory.





In Store Pick Up

Does Cine-Source Provide an in store pick up option?


Yes, at the check out you will be able to choose the option of not paying shipping, and picking your product up at our Toronto location.




How will I know when to pick up my items?


Once your order has been received, we will send you an email within 1-2 business days indicating when you can pick up your online order. Please do not attempt to pick up your order before receiving confirmation that it is ready for pick up. Please allow these 1-2 business days for processing and reserving the items you have requested. During certain times of the year, such as student season, this processing time may be delayed due to a high volume of orders.




Can someone else, other than me, pick up my online order?


You can send someone else, other than the person who purchased the order, to pick up your products. However, they will need to have a copy of the pick up confirmation (either in paper form or electronically). They will also have to sign their name as confirmation that the order was picked up.




Can I call in an order and pay in store?


If you would like to reserve items for payment in store, please call our Toronto office at 416-467-7700 or 1-800-465-1060. Please note that due to the high demand of some products, orders set aside without payment may be only reserved for 5 business days. If they are not picked up during this time they may be placed back into our inventory.





Promotions

If I place my order online, how do I get my promotional product?


For students who quality for our Student Promotion "Spend $100 and receive a water bottle or notebook" online, please find the "Promotional Product" icon, located throughout our website. Select which promotional item you would like (notebook or waterbottle) and proceed to the check out. Be sure that your order is $100 before taxes, otherwise an item will not be sent with your order.




Why did I receive a different promotional item than I requested?


If you receive a different promotional item than you requested in your cart, this is due to an inventory issue on our promotional products. Due to the possibility of a high volume of orders, promotional products may have to be distributed differently, based on the item we have in stock. Cine-Source reserves the right to substitute the promotional product at any time.




Why didn't I receive my promotional product?


Cine-Source's Student Water bottle and Notebook Promotion has a running date of Tuesday September 5th to Tuesday October 17th, 2017 OR until supplies last. If you place your order during this time frame and do not receive your promotional product, it is likely that we have run out of stock of our items. These orders will be sent with a letter describing the reason for the absence of your promotional product. If you did not receive a letter explaining the absence of your product, please call us at 416-467-7700 or 1-800-465-1060 or email us at sales@cine-source.ca and we will investigate this for you further.




My order total with tax was $100, do I still qualify?


In order to quailify for the Student Promotion, your order must be $100 before taxes. Any exception to this rule can only be changed at the discretion of Cine-Source Management.




Can I get more than one promotional product?


At this time, all orders over 100 dollars before taxes only qualify to receive one promotional product of their choice.





Other

I did not receive my order confirmation, what should I do?


If you have not received a confirmation that we received your order within an hour of your purchase please contact us at 416-467-7700 or sales@cine-source.ca It may take 2-5 business days to receive shipment confirmations and in store pick up confirmations.




Why did I not receive one of the items I ordered?


It is possible that inventory errors can occur with online orders. This means that we are out of stock of one of the items you ordered and cannot process that portion of your order. You should receive a letter explaining which item was not in stock. Please also check your credit card statement for your refund for this item. We apologize for any inconvienience any stock errors may have caused. Refunds for online orders can take 2-5 business days to be processed by your credit card company. If you do not see your refund on your credit card account after this time frame please contact us. If you did not receive one of your items and received no letter and/or refund to your account please contact our office at 416-467-7700 or 1-800-465-1060 or email sales@cine-source.ca.




Can I place an order over the phone?


Yes, we can take orders over the phone. Please call us at 416-467-7700 or 1-800-465-1060 to place an order. We can take payment over the phone or reserve items for pick up. Please do not send us any credit card numbers over emails.