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FAQ
Q: How do you gift wrap my order
A: We chose an appropriate wrapping paper and a card with your wishes and wrap the box,we then wrap it again in a heavy brown wrapping paper along with a special label that says,"Important - Please remove brown wrapping paper carefully as it is gift wrapped underneath". See Here
Q: I live in Vancouver and I want to pick up my order how do I go about ordering this service?
A: You have a couple of choices.
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Order on line and we will deduct the shipping costs from the order before the credit card is processed, just put in the ''comments or special instructions'' box on the check out page (4/5) that you wish to pick up the order.Call to confirm (604-322-9370) when you wish to collect to ensure someone is here.
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Phone in the order 604-322-9370 and we will take the credit card info or cash when you collect, in both intstances please confirm the time you will be collecting.
Q: I want to order say 4 of one item and I want them in different coulours,how do I order this?
A: In the colour selection drop down menu box select "Multiple colours" and in the quantitiy box enter the total number in this example put 4 and when you come to step 4/5 in the check out, you will see at the bottom of the page a "comments or special instruction box", here you will put the different colours you want the products in,in this examle say (3 Chocolate and 1 cream and product name)
Q: What are your hours over Christmas
A: We take time off for Christmas dinner, the web site is open 24/7. We will ship products right up to Christmas eve and if you are local in Vancouver BC , or are able to collect from us (check first that we have your product in stock first) we can deliver on Christmas eve
Q: Will my order arrive in time for Christmas:
A: All our shipping is done in "Real Time", so the best way to check is to put the item (s) you want into the shopping cart and complete your shipping address
(page 2/5) then on the bottom of (page 3/5) you will be given a shipping chart giving you costs and estimated times of arrival,
as shown below
at this point you have not given any credit card details.2010 Canada Post have cut delivery times down drastically.So we can get your order to you faster.Or we have our Christmas shipping deadlines link at the bottom of this page each year from September through to Christmas.
Q: You say you have everything in stock yet you don't have some products on your web site that Warm Buddy have on theirs,why?
A: This means that Warm Buddy have also run out of that product, as we have.The Warm Buddy site is used by consumers as well as stores that sell their product so Warm Buddy need to keep all production products on line for all to see. Even if they are temporarily out of stock.
We opt to temporarily remove these products as we do not back order products,once Warm Buddy have them in stock, our stock will be replenished in hours of them receiving these products. we will republish these on our site.
Q: What are your prices in?
A: All our prices are in Canadian Dollars.When your order is processed your credit card is debited in your local currency
Q: Do you ship world wide?
A: Yes we ship to all parts of the world
Q: Do you ship to Australia
A: We suggest you check with Australian Quarantine Inspection Service as they can answer if you can import our heating inserts which use specially milled white rice.Health Canada determines that these are not a seed as in the milling process it removes the germ and therefore cannot germinate.
Q: What are my shipping costs? And do you offer FREE shipping?
A: Orders over $150 are shipped FREE of charge in Canada and Orders over $200 for the USA.Our other shipping charges are calculated in real time.When you have selected your product(s) and in step 3 of 5 in the check out it will show you the shipping costs (sample below) and when you can expect delivery, at this point you have made no purchase (no credit card details).
**Once you have reached the FREE shipping threshold any items added after from pages such as "Pot Luck","Christmas Gifts","Gifts packs" which normally would not carry free shipping , these will be included in the FREE shipping**.
Q: Do you offer the full range of colours and sizes that Warm Buddy have on their site.
A: Yes we do, make sure you are given the same courtesies when visiting other Warm Buddy retailers, if we should run out of a certain fabric colour we can have
it in stock within 2 hours ( we are located about 7 K (4 Miles) from Warm Buddy. Other retailers may not be able to offer you the full range of colours.
Q: Do you offer FREE shipping
A: In Canada on orders over $150 CDN and the USA orders over $200.From items on the Warm Buddy page. Some items do not have free shipping. these are clearly identified.However..add these to $150/$200 worth of items that are included in the free shipping and they will be shipped FREE
Q: Are there any other costs ?
A: Countries overseas there may be import duties and Europe there may be VAT costs, we suggest you check you local customs first
Q: Who do you ship with?
A: We use Canada Post and use their shipping module on our e-store which automatically calculates the shipping rate.USPS in the USA. 2010 Canada post have cut there delivery times in some cases by 50%.
Q: Can I buy unscented heat packs and heat wraps?
A: Yes, put your request in the comments box in the check out, these do take an extra 2/3 weeks as they are specials.There is a 15% surcharge for this service
Q: Do the Warm up animals have a scent to the heat packs?
A: No, all warm up animals are unscented as young children are more sensitive to aromas, you can of course add oils to the heat packs, just a couple of drops when the pack has been removed from the microwave, as it is heat that activates the oils.
Q: Are your products natural?
A: yes, we don't use any synthetics, chemicals everything is natural and we only test on Family or willing friends.
These are designated as an official Health Canada "Medical Device"
Q: How long should I heat the product for.
A: All our heat times that are printed on the heat packs are all based on the use of a 1000W microwave, so heat times may vary depending on the size of your microwave, if you are unsure just heat the pack in short increments until it is hot,(do not exceed the time printed on the heat pack as overheating
can cause the product to burn) pack you will notice the heat pack will be damp, this is supposed to be, as the warm damp heat is what helps penetrate the muscle to help them relax and heal
Q: What is the age limit for using the Warm up animals:
A: No age limit ages 1 to 103 enjoy the use of our Warm Up animals, we do however have some guidelines on the use of them:
Warm Buddy Company has been manufacturing the original warm-up plush animals since 1996. Designed to provide natural relief from aches, pain and stress,offering comfort and sleep therapy. Please follow these precautionary measures when using Warm Buddy animals:
These are designated as an official Health Canada "Medical Device"
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This product is not intended for use as a toy
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Use only with adult supervision
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Do not use unsupervised on children under age 3 years
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Do not permit young children to operate microwave ovens
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Do not overheat as product can burn
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Pack should be replaced upon signs of wear
Q: Do you offer Gift wrapping?
A: Just let us know if you want your gift wrapped and we will also include an enclosure card, just let us know what to put on the card. This service is free.
Q: How do I know my goods have been shipped?
A: Along with personally acknowledging receipt of your order we also e-mail you a shipping confirmation. All orders are filled the same day.
Q: How secure is your site?
A: All transactions are secure using the same process your banks use and we use an Estore seal of approval rating.
Q: Do you sell in bulk?
A: Yes..Please let us know if there is another of our products you would like a bulk price on.
Q: Do you offer special discounts?
A: Yes, there are a couple of pages to check out first go to the."Pot Luck" page here we offer high discounts on products that we chose what colours we have available to ship, the fabrics we do have in stock will be from
the current fabric range offered by Warm Buddy. have some discounted products. "Sale" page has a selection of combination products. If you sign up for our newsletter or join us on Twitter you will be notified of these special offers, we normally send out the newsletter monthly.Or if there is a super duper offer you may
receive 2 emails that month.We know what it is like to receive spam email so we would never put you through the same imposition.
Q: Where do your products come from?
A: 99.9% come from here in British Columbia, Canada the rest are from Alberta so 100% are Canadian. Most of our suppliers are small home based businesses that we are so proud to support
Q: How do I maintain the lovely aroma that my Warm Buddy came with?
A: We have essential oils that you just add a few drops onto the pack once it comes out of the microwave ( it is the heat that activates the oils properties)
Each 5ml bottle has approx 125 drops per bottle. Information on our oils
Let us know what you think: Drop us and E-Mail
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