Everything For The Retail Store!™

FAQ

Frequently Ask Questions

When will the Toronto Showroom and Distribution Center open?

Our third Eddie's Hang-Up location is currently under construction and will open during the Fall of 2017.

Some product images aren't showing and there is an error that says "Gallery could not load."

(Oct 29, 2016) - There was a known issue with the latest version of the Chrome browser (ver 54.0.2840.71 - released Oct 2016) which prevents some product images from loading on some computers running Windows operating systems.  (Nov 5, 2016) This issue has been resolved.  However, if you are still experiencing missing images you may need to reset your chrome browers to it's original settings.  You can find this option under by clicking on the three vertical dots at the top right of your browser screen and then selecting settings>show advanced settings>reset settings.

I have signed up for an online user account, but I haven’t received the activation email.  What should I do?

You’ll need to activate your Eddie’s online user account before signing in for the first time.  If the activation email was not delivered to your inbox, check your spam folder.  If it is not there give us a call toll free at 1-877-433-3437.  We’ll activate your account manually.  You can also email us at orderdesk@eddies.com, but make sure to include a telephone number in case we need to reach you by phone.

How much is freight going to cost on my order?

Unfortunately we are unable to include shipping in the final cost on our website.  We have worked with our web designers and freight companies for several years to try to find a model that could work for us, but thus far have been unsuccessful.  The problem we have is that so many of our products are either very large and very light (a box of plastic hangers for instance) or very small, yet very heavy. Given that and the way freight companies charge in Canada, they have been unwilling to give us fixed pricing based on the size of the package.  When you complicate that with the fact that most customers order a number of products online in a single order, which we may or may not be able to be consolidated into a smaller number of boxes, it makes it virtually impossible to create a workable automatic freight model. The only solutions presented to us thus far would result in many customers being overcharged for freight and we don't feel that that is a fair route to take.
 
As a result, our staff calculate the freight manually on every order to ensure that the customers are charged based on the actual cost.  On the website, during the checkout process, there is an option to be notified in advance if freight will exceed a certain cost.  Many people have taken advantage of that feature.  We are happy to calculate and confirm the freight cost before shipping any order to ensure that the customer is satisfied with the total cost before we send out the order.

I'm not a retailer.  Can I still buy from Eddie's?

Yes.  You don't have to own a store to buy from us.  Although the vast majority of our customer are North American retailers, we also have many customers who operate home-based businesses or simply buy for their personal use.

How long will it take to get my order?

Most orders leave our warehouse within a day or two of being placed.  We normally ship via Canada Post, Canpar or local courier and always with a trackable method.  For orders with larger items we will use a freight company.

Approximate* transit times:
  • BC AB - two to three business days
  • SK MB - two to four business days
  • ON QC - five to six business days
  • PE NB NS NL - 10 to 11 business days
  • US Destinations:  varies depending upon method used.
          * not guaranteed.

If you require your goods by a certain date, please let us know by leaving a comment in the space provided in the shipping section on the checkout page.  You can also email us at orderdesk@eddies.com. Simply quote your order number and let us know the details.  We'll contact you.

Backorders
If there is an item on your order which is currently not in stock, we'll let you know so that you can decide whether you'd like the order shipped complete or if you'd like us to ship the bulk of the order right away and the backordered item later.  Please note:  You are responsible for all shipping costs.