Éditions Vaudreuil

PLACING AN ORDER

· How can I place an order?

o Online: visit our website at www.scolaire.editionsv.qc.ca.

The steps to follow are expressed on the website.

o By mail: please completely fill out the order form provided by the school and send it back to us either by using our return envelope or by sending it to the following address:
240, Loyola-Schmidt, Suite # 120
Vaudreuil-Dorion, Qc
J7V 8P2

o By fax: please completely fill out the order form provided by the school and fax it to us at 450-455-0301.

· I have placed orders on your website in previous years, can I use the same account as last year?

o Unfortunately, no. We delete and refresh all accounts at the beginning of each year. This allows for us to keep better track of all accounts. It is also more secure for you.

· Can I place an order by phone?

o Unfortunately, we cannot accept any orders by phone because we are too busy during this time of year. We cannot offer this option because the delays incurred would be too great.

· I have misplaced my order form, how can I get another one?

o Simply contact our customer service and we will be happy to supply you with another copy either by email or by fax.

o You may also visit our warehouse at 240, Loyola-Schmidt, Suite # 120 or our store at 480 Harwood boul., Vaudreuil-Dorion and fill out the order form in person.

o All schools supply lists are also available on many of the participating schools' websites.

o You can also contact the school, for which we have provided extra lists.

· I was unable to place my order before the due date. What can I do?

o If you choose to pick up your order at the school, we accept orders up until one week prior to the pickup date.

o If you choose to pick up your order at our warehouse or to have it home delivered, we accept orders up until 2 weeks prior to the beginning of school. Past this date, we can no longer guarantee that the orders will be ready on time for school.

o Please note that our website closes 10 days prior to the beginning of school because we cannot guarantee that the orders will be ready on time for school.

· Do I have to create a new account for each order?

o No. If you have more than one child, we strongly suggest that you create one single account and place all orders under this account. This allows for us to know which students are siblings.

o Please note that we cannot guarantee that all orders shall be ready at the same time.

· I forgot my password. What can I do?

o You can simply contact our customer service at 450-319-6100 and a representative will gladly help you.

· How can I be certain that my child will have all the necessary school supplies?

o All of our lists are created in collaboration with each participating school.

o The teachers and the school approved each and every list before they were made available to you. They correspond to the teacher's requirements.

· Do I have to order all the items on the school supply list?

o No. You can order only the items that you need. There is no minimum requirement.

o However, please note that the quantities shown correspond to the teacher's requirements.

o Also, it is highly recommended to order all items with an asterisk (*). In most cases, these are items that we specially order and that are specific to your child's school.

o If your school list calls for personalized Ecolo schoolbooks, you must purchase them at Éditions Vaudreuil. They are printed here and are unavailable in other stores.

· Can I purchase items that are not on my child's school supply list?

o Of course! When placing your order online, simply click on "add other items". Then, you can either find items by category or view the entire list of items where they are listed alphabetically.

o If you are not placing your order online, you may contact our customer service and a representative will help you add extra items to your list.

· Is it possible to choose specific colors for items on my school supply list?

o If the list specifies the color, you may not change it.

o If the list does not specify the color, you may request a specific color by writing it in the comment section and our production team shall do their best to comply with these requests. However, we cannot offer any guarantee for this option because this depends on the availability of the item at the time of production.

· Why do I have to provide my personal address if I did not choose the home delivery option?

o We recommend that you provide your home address in case we are forced to deliver incomplete orders for reasons out of our control. We will then be able to ship any missing items directly to your home free of charge.

· Do I have to write my child's name on the order form?

o We strongly suggest that you write your child's name. That way, if there are any missing items from multiple orders in a school for reasons out of our control, we will be able to ship these missing items directly to the school once we receive them. With a list of the students' names, the school will then be able to distribute these items.

o In certain cases, the school wishes to have a list of all students who participated in the school supply service or of all students who ordered a specific item.

· Can I simply buy my school supplies in person without placing an order?

o Yes. We have a store with the same stock located at 480 Harwood boul., Vaudreuil-Dorion.

o However, we cannot guarantee the availability of all items on your list at any given time.

o The prices at our store may differ from those on your order form. If you choose to purchase your school supplies at our store, their prices shall apply.

o You cannot purchase school supplies at our warehouse on Loyola-Schmidt.

· I have successfully placed my order. In how much time can I expect it to be ready?

o The delays vary greatly depending on the items and their availability as well as the date on which the order was placed. Because of the size of our service, the average production time of an order is 2 to 3 weeks.

MODIFYING AN ORDER

· Can I remove or add items to my order?

o Yes. To do so, you must contact our customer service. One of our representatives shall modify the order for you.

o Even orders you placed online yourself need to be modified by one of our customer service representatives.

o We accept modifications up until the week before the beginning of school.

PAYMENT

· What are the accepted payment methods?

o If you wish to prepay your order:

§ We accept the following credit cards: Visa, Mastercard and American Express.

§ We also accept checks. They must be made out to "Editions Vaudreuil". Please note that your order will only be processed once the payment has been approved.

§ We accept post dated checks, however they must be made out to at least 2 weeks prior to the beginning of school. We cannot guarantee that orders processed after this date will be ready on time for school.

o If you wish to pay upon pickup:

§ For the pickup at our warehouse, we accept debit, Visa, Mastercard, American Express or cash. We do not accept checks.

§ At the school pickup date, we accept only cash. We do not accept checks.

· I have successfully placed and paid for my order using PayPal, but the status of my order is still "unpaid". What does this mean?

o If you received an email confirmation from PayPal that your payment was approved, there is nothing to worry about. Due to the great influx of orders at this time of year, it may take our accountant a few days to approve the payment on our end and to update the status of your order. We shall contact you if there are any complications regarding the payment of your order.

· I tried to pay using PayPal but the page failed to load properly and I can no longer access the payment option. What can I do?

o If you were unable to pay properly, please contact our customer service. A representative will gladly assist you in the payment of your order.

PICKING UP YOUR ORDER

· For our order, I selected the pickup at the school, but can no longer be present on that day to pick up our order. What can I do?

o You may send a trusted friend or family member to pick up your orders on your behalf.

o You may also contact our customer service to modify your delivery option. Delivery costs will be added if you choose the home delivery option.

· For our order, I selected the pickup at the school but forgot or was unable to pick up my order. How can I claim my order?

o If your order was prepaid: in most cases, the school keeps all prepaid orders in their possession. You must contact the school to arrange a pickup.

o If your order was not paid: all unpaid orders are brought back to our warehouse where you can come in person to claim them. You may also contact our customer service to arrange for a different pickup method. Delivery costs will be added if you choose the home delivery option.

· I have selected to pick up my order at the warehouse. When can I pick up my order?

o Our customer service department will contact you when your order is ready. Afterwards, you may come pick up your order at your convenience.

o We keep all orders in our warehouse until school starts. Our warehouse remains open until school starts.

o If you are unable to pick up your order before school starts, please contact our customer service and we will be glad to help plan other arrangements (delivery costs will be added if you choose the home delivery option).

o Past this date, all orders shall be brought to our store at 480 Harwood boul., Vaudreuil-Dorion. We keep them for 2 weeks after the beginning of school.

o All non-paid orders beyond this date shall be cancelled.

SHIPPING

· I have more than one child, is it possible to only pay for one delivery?

o Unfortunately, we cannot offer one single delivery price for one family.

o Because all orders are processed separately, we cannot guarantee that all the orders for one family will be ready or shipped at the same time. This depends on the availability of the products specific to each order.

o The delivery cost is based on the average weight and size of our orders.

STATUS UPDATES

· I placed my order online. How can I know the status of my order?

o You can simply visit our website and access your account to view your orders. The page shows you if your payment has been processed as well as the status of your order.

§ The "received" status indicates that we have received your order.

§ The "production" status indicates that we have accepted your order and that it is in the course of being prepared.

§ The "B.O." status indicates that there are items missing in order to complete your order. For more details, you may contact our customer service.

§ The "complete" status indicates that the order is now ready. If you selected the pickup at the warehouse, you may now pick up your order at your convenience. A customer service representative shall also communicate with you when your order is ready.

§ The "expedited" status indicates that your order has left our warehouse. If you selected the shipment option, a link shall appear which shall direct you to the shipment website where you will be able to verify the location of your order.

PROBLEMS WITH MY ORDER

· I received my order but one or more items were damaged. What can I do?

o Please contact our customer service and a representative will gladly replace the missing item and ship it to your home free of charge.

· I received my order but there was one or more items missing. What can I do?

o We are very careful to verify all orders before expediting them. However, if there was an item missing from you order, please contact our customer service and a representative will gladly arrange for the missing item/s to be delivered to your home free of charge.

o If an item from your order is back ordered with our supplier, you will receive a note in your order making you aware of the circumstances. When items are back ordered past the beginning of school, we make the school aware of the situation and deliver the orders without this item. We are usually able to make special arrangements for the school to distribute the missing items once they are received.

OTHER

· I require other information about your products and your service. What can I do?

o Please do not hesitate to contact our customer service at 450-319-6100 if you have any questions or comments.

o You can also send us your questions or comments by email at scolaire@editionsv.qc.ca. We will reply as soon as possible.




PLACING AN ORDER · How can I place an order? o Online: visit our website at www.scolaire.editionsv.qc.ca. The steps to follow are expressed on the website. o By mail: please completely fill out the order form provided by the school and send it back to us either by using our return envelope or by sending it to the following address: 240, Loyola-Schmidt, Suite # 120 Vaudreuil-Dorion, Qc J7V 8P2 o By fax: please completely fill out the order form provided by the school and fax it to us at 450-455-0301. · I have placed orders on your website in previous years, can I use the same account as last year? o Unfortunately, no. We delete and refresh all accounts at the beginning of each year. This allows for us to keep better track of all accounts. It is also more secure for you. · Can I place an order by phone? o Unfortunately, we cannot accept any orders by phone because we are too busy during this time of year. We cannot offer this option because the delays incurred would be too great. · I have misplaced my order form, how can I get another one? o Simply contact our customer service and we will be happy to supply you with another copy either by email or by fax. o You may also visit our warehouse at 240, Loyola-Schmidt, Suite # 120 or our store at 480 Harwood boul., Vaudreuil-Dorion and fill out the order form in person. o All schools supply lists are also available on many of the participating schools' websites. o You can also contact the school, for which we have provided extra lists. · I was unable to place my order before the due date. What can I do? o If you choose to pick up your order at the school, we accept orders up until one week prior to the pickup date. o If you choose to pick up your order at our warehouse or to have it home delivered, we accept orders up until 2 weeks prior to the beginning of school. Past this date, we can no longer guarantee that the orders will be ready on time for school. o Please note that our website closes 10 days prior to the beginning of school because we cannot guarantee that the orders will be ready on time for school. · Do I have to create a new account for each order? o No. If you have more than one child, we strongly suggest that you create one single account and place all orders under this account. This allows for us to know which students are siblings. o Please note that we cannot guarantee that all orders shall be ready at the same time. · I forgot my password. What can I do? o You can simply contact our customer service at 450-319-6100 and a representative will gladly help you. · How can I be certain that my child will have all the necessary school supplies? o All of our lists are created in collaboration with each participating school. o The teachers and the school approved each and every list before they were made available to you. They correspond to the teacher's requirements. · Do I have to order all the items on the school supply list? o No. You can order only the items that you need. There is no minimum requirement. o However, please note that the quantities shown correspond to the teacher's requirements. o Also, it is highly recommended to order all items with an asterisk (). In most cases, these are items that we specially order and that are specific to your child's school. o If your school list calls for personalized Ecolo schoolbooks, you must purchase them at Éditions Vaudreuil. They are printed here and are unavailable in other stores. · Can I purchase items that are not on my child's school supply list? o Of course! When placing your order online, simply click on "add other items". Then, you can either find items by category or view the entire list of items where they are listed alphabetically. o If you are not placing your order online, you may contact our customer service and a representative will help you add extra items to your list. · Is it possible to choose specific colors for items on my school supply list? o If the list specifies the color, you may not change it. o If the list does not specify the color, you may request a specific color by writing it in the comment section and our production team shall do their best to comply with these requests. However, we cannot offer any guarantee for this option because this depends on the availability of the item at the time of production. · Why do I have to provide my personal address if I did not choose the home delivery option? o We recommend that you provide your home address in case we are forced to deliver incomplete orders for reasons out of our control. We will then be able to ship any missing items directly to your home free of charge. · Do I have to write my child's name on the order form? o We strongly suggest that you write your child's name. That way, if there are any missing items from multiple orders in a school for reasons out of our control, we will be able to ship these missing items directly to the school once we receive them. With a list of the students' names, the school will then be able to distribute these items. o In certain cases, the school wishes to have a list of all students who participated in the school supply service or of all students who ordered a specific item. · Can I simply buy my school supplies in person without placing an order? o Yes. We have a store with the same stock located at 480 Harwood boul., Vaudreuil-Dorion. o However, we cannot guarantee the availability of all items on your list at any given time. o The prices at our store may differ from those on your order form. If you choose to purchase your school supplies at our store, their prices shall apply. o You cannot purchase school supplies at our warehouse on Loyola-Schmidt. · I have successfully placed my order. In how much time can I expect it to be ready? o The delays vary greatly depending on the items and their availability as well as the date on which the order was placed. Because of the size of our service, the average production time of an order is 2 to 3 weeks. MODIFYING AN ORDER* · Can I remove or add items to my order? o Yes. To do so, you must contact our customer service. One of our representatives shall modify the order for you. o Even orders you placed online yourself need to be modified by one of our customer service representatives. o We accept modifications up until the week before the beginning of school. PAYMENT · What are the accepted payment methods? o If you wish to prepay your order: § We accept the following credit cards: Visa, Mastercard and American Express. § We also accept checks. They must be made out to "Editions Vaudreuil". Please note that your order will only be processed once the payment has been approved. § We accept post dated checks, however they must be made out to at least 2 weeks prior to the beginning of school. We cannot guarantee that orders processed after this date will be ready on time for school. o If you wish to pay upon pickup: § For the pickup at our warehouse, we accept debit, Visa, Mastercard, American Express or cash. We do not accept checks. § At the school pickup date, we accept only cash. We do not accept checks. · I have successfully placed and paid for my order using PayPal, but the status of my order is still "unpaid". What does this mean? o If you received an email confirmation from PayPal that your payment was approved, there is nothing to worry about. Due to the great influx of orders at this time of year, it may take our accountant a few days to approve the payment on our end and to update the status of your order. We shall contact you if there are any complications regarding the payment of your order. · I tried to pay using PayPal but the page failed to load properly and I can no longer access the payment option. What can I do? o If you were unable to pay properly, please contact our customer service. A representative will gladly assist you in the payment of your order. PICKING UP YOUR ORDER · For our order, I selected the pickup at the school, but can no longer be present on that day to pick up our order. What can I do? o You may send a trusted friend or family member to pick up your orders on your behalf. o You may also contact our customer service to modify your delivery option. Delivery costs will be added if you choose the home delivery option. · For our order, I selected the pickup at the school but forgot or was unable to pick up my order. How can I claim my order? o If your order was prepaid: in most cases, the school keeps all prepaid orders in their possession. You must contact the school to arrange a pickup. o If your order was not paid: all unpaid orders are brought back to our warehouse where you can come in person to claim them. You may also contact our customer service to arrange for a different pickup method. Delivery costs will be added if you choose the home delivery option. · I have selected to pick up my order at the warehouse. When can I pick up my order? o Our customer service department will contact you when your order is ready. Afterwards, you may come pick up your order at your convenience. o We keep all orders in our warehouse until school starts. Our warehouse remains open until school starts. o If you are unable to pick up your order before school starts, please contact our customer service and we will be glad to help plan other arrangements (delivery costs will be added if you choose the home delivery option). o Past this date, all orders shall be brought to our store at 480 Harwood boul., Vaudreuil-Dorion. We keep them for 2 weeks after the beginning of school. o All non-paid orders beyond this date shall be cancelled. SHIPPING · I have more than one child, is it possible to only pay for one delivery? o Unfortunately, we cannot offer one single delivery price for one family. o Because all orders are processed separately, we cannot guarantee that all the orders for one family will be ready or shipped at the same time. This depends on the availability of the products specific to each order. o The delivery cost is based on the average weight and size of our orders. STATUS UPDATES · I placed my order online. How can I know the status of my order? o You can simply visit our website and access your account to view your orders. The page shows you if your payment has been processed as well as the status of your order. § The "received" status indicates that we have received your order. § The "production" status indicates that we have accepted your order and that it is in the course of being prepared. § The "B.O." status indicates that there are items missing in order to complete your order. For more details, you may contact our customer service. § The "complete" status indicates that the order is now ready. If you selected the pickup at the warehouse, you may now pick up your order at your convenience. A customer service representative shall also communicate with you when your order is ready. § The "expedited" status indicates that your order has left our warehouse. If you selected the shipment option, a link shall appear which shall direct you to the shipment website where you will be able to verify the location of your order. PROBLEMS WITH MY ORDER · I received my order but one or more items were damaged. What can I do? o Please contact our customer service and a representative will gladly replace the missing item and ship it to your home free of charge. · I received my order but there was one or more items missing. What can I do? o We are very careful to verify all orders before expediting them. However, if there was an item missing from you order, please contact our customer service and a representative will gladly arrange for the missing item/s to be delivered to your home free of charge. o If an item from your order is back ordered with our supplier, you will receive a note in your order making you aware of the circumstances. When items are back ordered past the beginning of school, we make the school aware of the situation and deliver the orders without this item. We are usually able to make special arrangements for the school to distribute the missing items once they are received. OTHER · I require other information about your products and your service. What can I do? o Please do not hesitate to contact our customer service at 450-319-6100 if you have any questions or comments. o You can also send us your questions or comments by email at scolaire@editionsv.qc.ca. We will reply as soon as possible.