FAQ
Do I need to create an account to place an order?
You will need to provide us with basic information, such as your name, address, telephone number and email address to place an order.
Do I need to save a credit card on my account to place an order?
No, but creating an account and saving your information makes checkout fast and easy. Please be assured that our website is secure, and your credit card information is not stored on our server.
How do I add and view items in my cart?
Adding items to your cart is easy –just click on the “Add to Cart” button on the products you want to purchase. To view, simply click on the “Cart” icon found at the top right side of any page to get to the shopping cart page, where you can edit the number of items in your cart or remove products from your order.
Are the prices the same as they are in store?
Yes, we have attempted to match our prices on store.salvationarmy.ca with those that you will see in your local store. We strive for pricing accuracy, but market conditions and competitive pressures can cause prices to change. Online pricing and product selection may differ from our annual catalogue.
Can I still order an item that is out of stock?
We will make every effort to make the product available to you. If you see a “Need more” message, you may still order it from our Warehouse. Look for the estimated time of arrival on product detail pages and on the shopping cart and checkout pages. If you have selected to pick up the product from a store, you will receive a Ready for Pickup email when the item arrives or a Shipment Confirmation email if you chose the Ship to Home option. If the “Need more” message does not appear, contact the store to inquire or check other stores in your area that may be in stock using the “Check Other Stores” link on the product page.
How long will it take to process my order if a product is out of stock?
If any of the products within your order are in stock at the time the order is placed, they will be processed immediately and will be ready within our normal processing timelines. Products that are being ordered in from vendors or our Warehouse will be processed as soon as they become available. An estimated time of arrival can be found on product detail pages and on the shopping cart and checkout pages. You will receive notification when they are ready for pickup or have been shipped.
Is my online confirmation page considered an official receipt?
No, your Official Sales Receipt will be provided to you when you complete your transaction at the store where you pick up your items or will be e-mailed to you when payment is processed.
How do I make sure Trade North received my order?
We will send you a confirmation email letting you know that we have received your order. A follow-up email is sent once your order is ready for pickup or when it has been shipped.
How do I check on my order status?
Please use your order number to check the status of your order by signing in to your account or contact Customer Support at 1-416-422-6100.
It’s been days since I placed my order and I haven’t received notification that it is ready for pickup or has been shipped yet. How can I check on it?
Please use your order number to check the status of your order by signing in to your account or contact Customer Support at 1-416-422-6100.
If I have placed an order for someone else, how can I make sure they know the order is ready to be picked up or has shipped?
If you provide the recipient’s email address, they will be informed when the order is ready for pickup or has shipped. If you do not provide an email address, it will be your responsibility to contact them when the order is ready and provide them with the Ready for Pickup or Shipped email.
If you are providing the recipient’s email address, please make sure you have their permission to provide it to us.
Can I pay with my debit card?
No, online purchases can only be made with Visa, MasterCard or American Express.
When is the full amount of my online purchase charged to my credit card?
When you place an order, we securely vault your card information and process payment on your card using a secure API code provided by the payment processor when the items are ready for pickup or have been shipped. Preauthorization is retained on any outstanding items on your order unless you indicate you do not want items to be placed on backorder. A Ready for Pickup email will be sent to the email address you provide when a payment is processed, and items are ready for pickup or have been shipped. For downloadable product, payment is processed prior to the release of virtual products.
Will my credit card company charge me any additional fees for an online purchase?
No, you will not be charged additional fees for purchasing online. You will be charged for items when the are shipped or ready for pickup, plus any applicable shipping charges.
Why did I get charged for two shipping charges for items backordered?
You will receive a prorated shipping charge for items shipped and for backordered items when they ship. The total costs should equal the estimated shipping costs when you receive your confirmation e-mail.
Can I pay for my order when I pick it up in-store instead of online?
All online transactions require you to pay online.
Can I pay online using a gift certificate or store credit?
Sorry, store.salvationarmy.ca only accepts Visa, Master Card and American Express as methods of payment.
What is your return policy for purchases from store.salvationarmy.ca?
As with purchases made in-store, unopened items in original packaging purchased online may be returned with a receipt within 30 days of purchase and will receive a refund to the original method of payment or will receive an exchange. Items that are opened, damaged and/or not in resalable condition may not be eligible for a refund or exchange. Exchanges are handled in the same manner as product returns. Valid photo ID may be required to confirm this information. There are some exceptions. Complete details can be found in our Returns Policy. {add link}
Can I cancel an order made online?
Yes, you can cancel your entire order or any item from your order. If you cancel any items for which we have not issued an order processed or ready for pickup email. After an order processed or ready for pickup email has been issued, cancelled items will be refunded to your credit card. Once you receive a shipping confirmation e-mail you will be responsible for return shipping charges on orders placed.
Do you offer the same products online and in stores?
Not all items sold in stores currently appear online, but we add products on a regular basis, so visit us often!
Why do you show products that are not available for purchase on store.salvationarmy.ca?
If you see a product on line-but are not able to make a purchase on that product, it means that you are not authorized to purchase that item because The Salvation Army has restricted who can but this item. If you feel you should be able to purchase that item, you need to be logged into you account and send us the following form. {insert link}.
I am an Officer and I have a uniform account. Can I place orders for non-uniform items on that account?
No, only approved uniform apparel items can be purchased on your uniform allowance account. You will need to create a personal account for personal purchases.
Can I buy uniform items on a personal account?
Yes, but these items would be a personal expense. If you want the costs to be part of the Officer’s uniform allowance program, you must purchase the items on your uniform allowance account.
Can I make a purchase under my tax-exempt status?
To make purchases exempt from tax, Trade North requires that documentation be provided at the time of purchase or be on file if you have an account with us. You must apply and provide your documentation to have your exemptions based on your tax-exempt status.
Who may have access to my personal information?
To understand how The Salvation Army Trade North handles personal information, read our Privacy Policy. {insert link}
What credit cards does Trade North accept online?
Store.salvationarmy.ca accepts, all Canadian-issued Visa, American Express and MasterCard cards, and most international Visa, American Express and MasterCard products.
Can I pay for my purchase with a combination of credit cards?
We can only accept one credit card per transaction.
If I place an order to be picked up or shipped in another province, which sales tax rate will I be charged?
When you place an order to be picked up or shipped you will be charged that province’s sales tax will be applied to your order. Some provinces collect PST plus GST, some collect GST only, and some collect HST only.
For example, if you live in Alberta and you place an order to be shipped to Ontario, the Ontario HST (13%) will be applied to your order. If you place an order to be shipped to Nova Scotia, the Nova Scotia HST (15%) will be applied to your order.
When are online payments processed?
Your credit card will be charged the full amount of your order once it has been processed by us and we have notified you by email that your order is ready for pickup. We will retain credit card preauthorization until items are ready for pickup.
How quickly are orders processed?
If products are in stock, your order will be processed within 2 business days. Upon completion of order processing, you will be notified via email that it is ready for pickup or that it has been shipped.
Are taxes included in the prices shown online?
No. Taxes are charged at the time of purchase, based on the provincial tax laws in each province. All prices quoted are payable in Canadian Dollars.
What if I forget my password?
You can select to use our Forgot Your Password feature. From the Sign In screen, click on the “Forgot Your Password” link. Enter your email address and click on “Send Password”. You will receive an email with a temporary password that you will be able to change the next time you are logged in. You may also call Customer Service toll-free at 1-416-422-6100.
Can I change my password? Will it expire?
There is no expiry date set for your password. However, you may wish to change your password from time to time. To do so, sign in to your account and then click on the “Account” icon at the top right of the page. Select “My Profile” in the left navigation. Choose the “Click here to change My Password” link and follow the instructions.
Why is there more than one account listed on my reset password e-mail?
We understand that many in The Salvation Army use their work e-mail for multiple accounts at Trade North. It is possible you have an account for you uniform allowance, your ministry unit and a personal account; all tied to the same e-mail. You will receive links to every account linked to your e-mail. Choose only the accounts applicable to your desire to reset your password.
How do I receive advance notice of eFLYER Specials?
Simply enter your email address in the field found at the bottom of the Home Page (in the footer section) and signup for our newsletter.
Once I subscribe, is it easy to unsubscribe to the eFLYER if I need to?
Every flyer e-mail has a link that allows you to unsubscribe. Simply click on the link, then type in your e-mail address and click on “Unsubscribe”.
