Payments, Returns & Shipping

Returns & Refunds Policy

How To Return an Item

Your item must be in its original unused condition to be returned (unless there is a manufacturing defect). You must return the item within 30 days of your purchase.

  1. Please email info@facetofacemedia.ca to request a refund and we will assign you a tracking #.
  2. Please ship your returned item to:

    Gary Marcuse
    Face to Face Media
    1818 Grant Street
    Vancouver BC Canada V5L 2Y8

  3. Please include in your package a signed letter stating the reason for your return and the original receipt.

Payment Options

Purchase Orders

Purchase orders are welcome. They can be faxed to 604 251 9149 or emailed to Betsy Carson at carson@smartt.com (604 251 0770).

Payment Policy

All prices are listed in Canadian (CAD) and /or US Dollars. All credit card payments are calculated in Canadian dollars.

Accepted Methods of Payment

  • Institutional cheque in Canadian or US Dollars
  • Bank cheque or money order in Canadian or US Dollars
  • Personal cheque in Canadian or US Dollars
  • Credit Card: Visa

Credit Card Charges

Your credit card will be charged when you place your order. If we are not able to fulfill your order for any reason your credit card will be refunded.

Mailing Address for Cheques and Money Orders

Face to Face Media
1818 Grant Street
Vancouver BC Canada V5L 2Y8

Shipping Policy

Turnaround

All orders are shipped within 7 working days of receipt of order, subject to available stock. Our hours of operation are Monday – Friday 9am – 6pm.

Carriers

We use the following carriers to deliver our orders: Canada Post, FedEx, UPS, DHL.

Order Tracking

If a tracking # is provided by the shipping carrier, we will provide tracking numbers on request. Please note that first class shipments using Canada Post will not have tracking numbers.

Shipping and Handling (S&H) Rates

We normally ship first class or airmail worldwide. The rate charged for the shipping of your order is based on the weight of your products, and your location. Before the final checkout page you will be shown what the cost of shipping will be.

Rush Orders

If you have a rush order please contact us. We will arrange courier shipments. You will only be charged for the incremental cost of the courier.

Back Orders

If an item is temporarily not in stock we will contact you. You may choose to wait until the item is available or cancel your order.