Mail Order FAQ's

We have compiled a few of our Frequently Asked Questions with regards to mail orders and shipping.  Hopefully this will help solve any inquiries you are having.  If there is a question that you still have after reading these, please do not hesitate to call our store and speak to our mail order department.  Thank you for shopping at PleasantRidge.ca!

 

I placed an order but did not receive a confirmation e-mail, what should I do?  If you login to your online account at https://www.pleasantridge.ca/index.php/customer/account/login/  and your order status is marked as "Pending", we have received your order in our system.  Sometimes your e-mail spam filter will mark our e-mails as spam, so please add sales@pleasantridge.ca to your safe senders list or address book, and check your junk or spam folder.  There is also a page where you can enter your information and check the status of your order: https://www.pleasantridge.ca/index.php/sales/guest/form/

 

Why is my order "On Hold"?  If your order is marked as "On Hold" it means one of two things. 1) We are out of stock of something and are waiting for it to arrive, or 2) We have attempted to contact you with regards to an item on your order or method of payment.  If you haven't received a voicemail or e-mail from us and your order is on hold, please check your e-mail junk folder, as sometimes our e-mails get filtered as spam.  Please add sales@pleasantridge.ca to your safe senders list or address book.  If your order is on hold please contact us. 

 

Can I get my order shipped with Canada Post?  As a general rule we do not ship with Canada Post, for several reasons.  Our contracts with Canpar and Purolator allow us to ship packages in the most expedient and cost-efficient manner.  If you feel that your order must be shipped with Canada Post, you can go ahead and place the order online and follow up with either an email or a phone call to the mail order department and we will get you a quote to ship with Canada Post and will adjust your shipping costs accordingly.  

 

When does payment get processed for my order?  Our website does NOT process payment automatically.  After your order is received and all the items are picked, then one of our staff processes the payment for the order.  Changes can be made to your order up until it is marked as "Complete" on your online account.  

 

I have just placed an order but forgot an item, can I add to my order? If your order status is still "Pending" or "Processing" we can add or remove items and make changes.  To do so, please call 519-756-5840 or e-mail sales@pleasantridge.ca and one of the staff will make the changes for you, as it has to be done manually.  If you order them using the shopping cart it will be processed as a separate order instead of being changed on the original, so please contact us to make any changes to your order.

 

Should I check out as a Guest or register?  It is definitely best to register yourself as a user and set up an account with us.  This allows you to login at any time and check the status of your order, as well as track the order and save billing and shipping addresses.  Your personal information is used for ordering purposes only and is never shared with anyone.  

 

Why can I not select "Free Shipping" for my order? Our shipping is calculated automatically, using the postal code and order subtotal.  More details can be found here.

 

How do I exchange one of my items for a different size/colour or return an item?  Our goal is for you to be completely satisfied with every purchase from Pleasant Ridge.  In order to correctly process a return, please phone or e-mail the store for a return authorization number.  More information is found on our Customer Service page.

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