Frequently Asked Questions |
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1. How do I create an account? |
You can easily create an on-line account by clicking the Want to open an on-line Account? buttom from the
Home Page.
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2. I forgot my Username or Password. How do I find it? |
Simple send us an email from the link Lost Password on the
Home Page.
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3. Why would I create an on-line account? |
There are many features to creating an on-line account.
- you are able to create your own favourites lists
- the system will save your billing and shipping address - saving you time!
- if you have an existing account with Spectrum, you can charge your purchases directly to your account
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4. Do I need a password in order to shop? |
No. You can just shop and use a credit card for payment (Visa or MasterCard). You do not need to login in order to access anything or shop.
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5. Do I have to create an on-line account to place an order? |
No. You can just shop on-line by using a credit card. Just click the
Shop by Category button to begin shopping.
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6. How do I place an order? |
Ordering is easy! You may choose one of the following methods to place an order with us:
On-line Web Store Order
You may add any items to the shopping cart, review your order, make any changes, provide your payment information, and submit your order.
Phone Order
You may place a phone order by calling 1-800-668-0600, Monday to Friday 8:00 am to 5:00 pm EST. One of our customer service representatives will be happy to assist you.
Mail Order
You may Click Here to download our order form, fill out the form with the items you'd like to purchase, along with your shipping and payment information, and mail it to:
Spectrum Educational Supplies Limited
150 Pony Drive
Newmarket, ON L3Y 7B6
Canada
Fax Order
You may
Click Here to download our order form, fill out the form with the items you'd like to purchase, along with your shipping and payment information, and fax it to 1-800-668-0602.
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7. Is the information I provide at checkout secure? |
Our website uses Secure Socket Layer (SSL) certificates from GeoTrust, the Internet standard for secure communications. Look for the "S" for secure after the "http" in the address bar. On pages in which nothing confidential appears, the "S" no longer appears. All information which is passed is encrypted to assure your security and privacy. Click on the GeoTrust symbol on any page of our website for more information about our website security.
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8. Do you charge sales tax? |
All applicable provincial taxes will be added to your order at the time of invoicing. HST (or GST) will be added to orders where applicable. For your refernce, our HST/GST number is R104958731.
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9. How will I be notified of any back-ordered items? |
We try our best to keep every item in stock. If we do need to backorder your merchandise, such backordered item(s) will be disclosed on the packing list sent with your other items. In most cases, you will receive your backordered items within 2-4 weeks.
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10. Can I make changes to an order I have already placed? |
We work hard to ship your order as quickly as possible. Please feel free to e-mail or call us to make any changes in your order while it is being processed. We cannot make any changes to an order once it has been shipped.
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11. What payment methods do you accept? |
We accept Visa and MasterCard. We also accept all personal and company cheques and money orders. (All orders with cheque payment will be held until the cheque is cleared by our bank.)
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12. How do I track my order status? |
You may contact our Customer Service Department by calling 1-800-668-0600 Monday to Friday 8:00 am to 5:00 pm EST. Due to high call volume everyday, you can also email us for your order status at
customerservice@spectrumed.com for fast response.
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13. How do I apply for a line of credit? |
Spectrum Educational Supplies Limited offers a line of credit to qualified customers with good payment histories. Please contact Spectrum Educational Supplies Limited at 1-800-668-0600 for more details.
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14. What are your shipping methods? |
To all Canadian customers, our standard shipping takes 7-10 business days via UPS. Due to UPS restrictions, we do not ship to P.O. Boxes. If you are a Canadian customer who needs expedited shipping services, please contact us directly after you place the order. The cost for expedited service varyes depending on the UPS service you request. Expedited service may not be available for certain locations.
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15. Do you accept local pickup at your company? |
Yes, please visit on ounsite store at 150 Pony Drive, Newmarkt, Ontario, Canada, L3Y 7B6. Our store location is open from Monday to Friday 10:00 am to 6:00 pm and Saturday 10:00 am to 3:00 pm (please call 1-800-668-0600 for summer hours). Visit our
Retail Location Page for full details about the store.
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16. What are your shipping charges? |
Actual shipping costs will be applied to orders. Minimum $15 shipping and handling fee will be chargd. Orders with shipping location in NT, YT, NU, and air drop zones may be subject to additional shipping surcharges. Some chemicals are subject to additional shipping costs due to the carriers hazardous materials surcharge. Oversized products (extreme weight or bulk) are also subject to additional shipping charges.
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17. Do you ship outside of Canada? |
Spectrum Educational Supplies Limited services Canadian customers only and ships only to Canadian locations. If you are ordering from outside of Canada, please direct your request to:
Nasco (Opens in new window.)
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18. Can I place an order with express delivery? |
If you are a Canadian customer who needs exepdited shipping services, please contact our Customer Service Department at 1-800-668-0600 dirrectly after you place your order. Expedited service may not be available for certain locations.
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19. What is your return and exchange policy? |
Because we are serious about meeting the needs of our customers, we accept returns and exchanges within 30 days from the delivery date. Within 30 days of delivery, customers can return or exchange items if they are not satisfied. Please see our complete
Terms & Conditions policy page for full details.
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20. How do I return or exchange an item? |
Our goal is to ensure that you are completely satisfied with your purchase. Please inspect your order immediately upon receipt and contact Spectrum Educational Supplies customer service department if:
1. There is noticeable damage to the product.
2. The product shipped to you has been sent in error.
Returns are accepted within 30 days of purchase, provided the returned product is unused and in original saleable condition. If you have received the shipment and a product is damaged, we recommend that you inspect the package before you sign for it and if there is obvious damage from shipping, we recommend you refuse the shipment. If product was ordered by the customer in error:
1. The customer is responsible for shipping charges on the return.
2. A 15% restocking fee will be charged if applicable.
All returns must be authorized by our customer service department (1-800-660-0600), which will provide a Return Authorization Number.
Please (1) include our invoice number (2) indicate our Return Authorization Number on the outside of the package being returned, and (3) indicate reason(s) for returning the goods.
The same credit card used to make the purchase will be credited with the refund.
The credit will be made within 7-10 business days of us receiving and verifying the returned merchandise.
Unless the product is defective, no refunds or exchanges on pens, markers, cut goods, videos/DVDs, computer software (if opened), airbrushes, compressors, presentation cases, portfolios, projectors and certain other items and special order items.
Shipping charges are non-refundable.
We will gladly refund your original shipping cost if you are returning an item because of an error on our part, or we have determined that the product is defective or damaged.
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21. What should I do if I receive a wrong item? |
All staff at Spectrum Educational Supplies Limited shipping department work hard to avoid incorrect items being sent to our customers. If such an incident happens, please simply contact Customer Service at 1-800-668-0600 and we will resolve the issue.
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22. How do I request a catalogue to be sent to me? |
Simply, go the the
Catalogue Request page, chose the catalogue(s) you wish to receive, complete the form and click send. The completed form will be opened up in your email program and you can just send the email from there. You will receive your catalogue via Canada Post within 10 business days.
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23. How can I get a PDF version of a catalogue? |
Go to the
Catalogue Request page, and click on the catalogue image on the right side. Your complete will start to download the catalogue PDF file. Depending on your internet connection, the download can take a few moments. You will then have the PDF file saved onto you computer for viewing and referencing.
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24. How do I switch between one Spectrum web store and another? |
When you are in one of the Spectrum web stores, just click Home and on that home page, there is a link to the "Spectrum Mall". This will take you to the mall where you can choose another Spectrum web store.
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Express Order
