Frequently Asked Questions

Our Stores
About PC Products
Our Online Services
Website Help


Our Stores  (return to menu)

Inside Our Stores

What payment options are available at Fortinos?
We will gladly accept cash, debit, Visa, MasterCard and PC MasterCard.

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How do I obtain Fortinos Gift Cards?
Gift Cards in denominations of $10, $25, $50, $100 and $250 are available for purchase at any Fortinos location.

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Where can I redeem Fortinos Gift Cards?
Fortinos Gift Cards are currently redeemable at Fortinos, Loblaws (Ontario), Zehrs, Atlantic Superstores, No Frills, YIG's and Valumarts.

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Store Services and Departments

Do you offer on-line grocery shopping?
This service is currently not available. Please phone our Customer Relations Department at 1-800-565-9690 for further information or assistance.

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Do your stores provide grocery delivery?
This service is currently not available. Please phone our Customer Relations Department at 1-800-565-9690 for further information or assistance.

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What payment options are available at Fortinos?
We will gladly accept cash, debit, Visa, and MasterCard.

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Who do I speak to for more information about your Entertaining Made Easy party platter program?
Please contact our Customer Relations Department at 1-800-565-9690 for more information regarding this service, or to place your order. Inquiries and orders may also be directed to your nearest Fortinos store location. Visit the storefinder on our site for the Fortinos location nearest you. To ensure our best for you, we kindly request a minimum of 24 hours notice for all orders placed. Most Party Platters and Gift Baskets offered through this service are available at all Fortinos locations. Please call ahead to confirm availability for all other specialty services, to include: Floral orders, the Complete Coffee Rental, Sushi and Hot Prepared Foods items. Availability of these services will vary by location.

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General

How may I receive a Fortinos Flyer?
Please contact Customer Service at 1-800-565-9690, Monday to Friday 8:30 am to 5:00 pm.

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Do you offer on-line grocery shopping?
This service is currently not available. Please phone our Customer Relations Department at 1-800-565-9690 for further information or assistance.

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Do your stores provide Grocery Delivery?
This service is currently not available. Please phone our Customer Relations Department at 1-800-565-9690 for further information or assistance.

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Who do I contact for a Corporate Donation?
Please forward a detailed written request on the letterhead of the organization represented to:
Loblaw Companies Ltd.,
Fortinos Supermarket Limited,
Attn: Barb Wierda,
1 President's Choice Circle,
3rd Floor South,
Brampton, Ontario,
L6Y 5S5
...or fax your request to 905-861-2309.

Please allow 2 - 4 weeks for a response.

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How do I obtain Fortinos Gift Cards?
Gift Cards are available for purchase at all Fortinos store locations. Visit the storefinder on our site to find the store location nearest you. For Corporate Orders, please contact the Customer Service Manager at your nearest Fortinos store location to confirm availability. Inquiries may be directed to your nearest Fortinos location or to the Customer Relations Department at Fortinos Head Office at 1-800-565-9690.

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Where can I redeem Fortinos Gift Cards?
Fortinos Gift Cards are currently redeemable at Fortinos, Loblaws (Ontario), Zehrs, Atlantic Superstores, No Frills, YIG's and Valumarts.

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Who do I speak to for more information about your Entertaining Made Easy party platter program?
Please contact our Customer Relations Department at 1-800-565-9690 for more information regarding this service, or to place your order. Inquiries and orders may also be directed to your nearest Fortinos store location. Visit the storefinder on our site for the Fortinos location nearest you. To ensure our best for you, we kindly request a minimum of 24 hours notice for all orders placed. Most Party Platters and Gift Baskets offered through this service are available at all Fortinos locations. Please call ahead to confirm availability for all other specialty services, to include: Floral orders, the Complete Coffee Rental, Sushi and Hot Prepared Foods items. Availability of these services will vary by location.

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How can I arrange for a Supermarket Adventure Tour for my school group?
Teachers are welcome to contact the Customer Service Manager at their nearest Fortinos location for more information or to book a tour. Tours are available free of charge to elementary school aged children when visiting with their teacher and class or cub group.

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About PC Products  (return to menu)

About Us

Are there really people who travel the world for PC product ideas and inspiration?
Absolutely! Our team members and suppliers go out of their way to bring you innovative food ideas. For instance, Guatemala was ground zero for our PC coffee developers because only there could they experience five distinct coffee-growing conditions in a single country. Our fish and shrimp man is a frequent flier to Thailand and China, while a few product developers and our PC Chef tore through the north of Italy in a tiny rented van looking for more exciting food finds for our PC Splendido La Cucina Italiana program. Our food-inspired travelers always delight us by returning home with unanticipated discoveries among their many food souvenirs.

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Who develops your PC products?
It's a team effort involving Martin Jamieson, Executive Vice President, Loblaw Brands Limited, and numerous other food-inspired Insiders. Sometimes a supplier or customer may step forward with an excellent product that has definite President's Choice potential. And we couldn't do without you, our shoppers, who frequently provide suggestions that we always take to heart.

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Do I pay a premium for PC products?
No, the majority of our PC products are priced lower than the leading national brands. Superior taste is the guiding principle in developing President's Choice products, but we work hard to ensure that you don't pay extra for premium ingredients. As a matter of fact, The Decadent Chocolate Chip Cookie was launched with an all-butter formula and 39% chocolate chips (way more chips than the leading national brand, and made from our own special recipe, no less!) and our customers still pay less for it!

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What is the most famous PC product?
The hands-down winner is our PC The Decadent Chocolate Chip Cookie.

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How many PC products are there today?
Approximately 3,500, including lawn and garden, beauty and general merchandise products.

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What was the first PC product?
It was more like simulcast, really - or a Debutantes Ball! Among the memorable PC products presented to society that year were PC Gourmet Coffee, PC Passion Fruit Sorbet (a defining PC flavour if ever there were one) and the PC Pecan Chocolate Chip Cookie, today's "Classic" recipe.

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When were the first PC products launched?
In 1984. The line has its origins in a number of president's picks' featured in the Insider's Report, which was first published in November 1983.

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Buying Our Products

Where can I buy PC products?
Presidentís Choice products are available in Canada at Loblaws, Zehrs Food Plus, Zehrs Markets, no frills, Your Independent Grocer, Fortinos, valu-mart, freshmart, Provigo, Maxi (including Maxi and Co.), Atlantic superstore, Atlantic SaveEasy, SuperValu, Dominion in Newfoundland, the real Canadian Superstore, the Real Canadian Wholesale Club, Extra Foods, Shop Easy Foods, Lucky Dollar Foods and St. Clair Market.

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Are PC products available only in Canada?
No. Selected PC products are also available in the Midwest United States.

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I canít find my favourite Presidentís Choice product when I shop. How can I find it?
Not all PC products appear in all stores and from time to time, product selection will be adjusted. Please contact the retailer of your choice and inquire about specific products by name or if you know it, the barcode is even better!

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Are PC products available in all of your stores? Why not?
No. The size of a store and the number of departments in that store will determine how many PC products it can carry.

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Why did you discontinue my favourite PC product?
Not everyone shares our enthusiasm for the products we create. Lack of customer support is usually why a product disappears. So while you may have been a fan, there likely weren't enough of "us" to sustain it. Sometimes the timing is wrong - an idea ahead of its time! - and the product may succeed on a relaunch.

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Our Guarantee

What do I do when I have a Presidentís Choice product Iím not satisfied with?
Return the product, packaging and receipt to the point of purchase. The customer service staff will assist with a refund, exchange or completion of a Corporate Brands Customer Complaint reporting form.

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General

Can I submit an idea for a PC product?
Please do! Some of our best ideas come from our customers. However, since at any given time the Presidentís Choice team is working on developing literally hundreds of new concepts or products, our policy is that we do not pay for ideas that are submitted (besides, thatís what weíre paid to do!). You can submit any idea right now.

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Iíve heard about your Presidentís Choice Blue Menu products. What exactly is the Blue Menu? Iíd like to know more.
The first step towards eating better is shopping better and that is exactly why we have introduced our PC Blue Menu. This new line of products has been developed to provide you with healthier options throughout the store. From lower fat to lower calories to high fiber, PC Blue Menu products can help you address your nutrition concerns.

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Our Online Services  (return to menu)

Pharmacy
Flower Markets
PhotoLab
PC Baskets


Pharmacy  (return to menu)

E-Prescriptions

How long does it take for a refill order to be processed by e-prescription?
We require a minimum of 24 hours to process your refill order. However, when using e-prescription, you select the date that you would like to pick-up your prescription.

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How does e-prescription work?
You must personally drop off your prescription at any DRUGStore Pharmacy for the initial dispensing of your maintenance medication. When you would like your prescription refilled, you can use e-prescription to place your refill order.

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Can I use e-prescription if my doctor has changed?
No. You must inform your new doctor of the medications you are currently taking and your new doctor must authorize that he/she wishes you to continue on these medications. Please contact your DRUGStore pharmacist to ensure that your treatment is not interrupted and you continue to receive the appropriate medications.

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How do I sign up for the e-prescription service?
There is no sign up required. When you want to use the e-prescription service, just go to www.drugstorepharmacy.ca and click on . The entire process will only take a minute.

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Why do you need my date of birth?
Our ability to identify you by your date of birth helps us in protecting your privacy and assists us in validating you as our patient.

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Is the information confidential?
The information we collect is completely confidential. All we require is your date of birth, telephone number and the DRUGStore Pharmacy 9-digit prescription number. For additional information, please read the Privacy Policy.

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Do I need to set up an account?
There is no account needed with e-prescription. We have developed a convenient and confidential method of capturing your prescription information each time you place an order, without having to set up an account.

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Does my doctor need to set up an account?
The doctor does not have to set up an account. The e-prescription service works on the relationship we have with you.

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If I have a new prescription, can I use the e-prescription service?
No, currently e-prescription is only available for refills based on prescriptions that have already been dropped off personally at a DRUGStore Pharmacy.

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Can I pick up my refill order from a different DRUGStore Pharmacy?
Yes, you can choose to pick up your refill order from any DRUGStore Pharmacy location within the same province. If you are moving or on holidays and wish to transfer your prescription to another province, please contact your DRUGStore pharmacist as there may be different requirements for transferring prescriptions in other provinces.

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If I dropped off my prescription at another Pharmacy location, other than DRUGStore Pharmacy, can I still use e-prescription?
Currently the e-prescription service is only available for customers who dropped off their prescription at a DRUGStore Pharmacy location. However, contact your DRUGStore pharmacist and they will be able to assist you with this request.

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Can the refill order be sent to me?
If your local DRUGStore Pharmacy currently delivers then yes you can have the prescription delivered to you upon request, at nominal delivery cost. However, you will have to contact your DRUGStore Pharmacy directly in order to request this service.

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Can I use e-prescription any time of the day?
You can use the e-prescription service any time of the day, however, you can only pick up your prescription when the pharmacy is open.

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Can any prescription be transferred?
Most prescriptions can be transferred. However, if your prescription is a benzodiazepine drug, it can only be transferred once and cannot be transferred again. Narcotic or Controlled drug prescriptions cannot be transferred at all. Your DRUGStore pharmacist will be able to assist you or answer any questions you might have about transferring prescriptions.

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Does e-prescription allow me to pay online?
No. You will pay for your order refill when you come into the store to pick it up.

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Will I still receive health care counseling from my DRUGStore Pharmacist if I use the e-prescription?
Yes. When you pick-up your refill order, our Pharmacists will provide health care counseling and are available to answer any questions you might have.

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Is there a limit to the number of e-prescriptions that can be placed at one time?
No. You can use e-prescription to complete all your refill orders.

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General

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Flower Markets  (return to menu)

Ordering

Can I order customized floral arrangements?
Of course! With our wide selection of amazing flowers we love creating customized arrangements for your special needs. We can tailor an order based on any occasion, a budget, a theme - you dream it and we'll deliver it!  Contact our order desk at 1-800 472-7363.

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How do I know if the item I ordered is in stock?
We do our best to ensure that we always have the widest selection of flowers and colours in stock at all of our floral shops. However, if you have ordered an arrangement that we are not able to complete, we will contact you directly to suggest other floral substitutions. Our goal is to make you happy and pleased with our service and quality!

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Can I include a personal message with my orders?
We encourage it! When you are 'checking out' with your order you will be asked whether you would like to include a personal message for the recipient. In addition, you will be able to choose from our selection of special occasion cards and we will attach it to your order.

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Pricing

What taxes will I be charged?
Taxable items shipped to addresses in Canada will be subject to the GST (7%). Dependant upon the province of delivery a provincial sales tax will also be charged for provincially taxable items. Orders being shipped outside of Canada may be subject to international customs clearance and duties. Unfortunately, we are unable to provide further details of specific customs and duties.

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What exchange rate does Floral Shop use?
Your credit card company will use a daily exchange rate which will be calculated on the day the order is charged to your credit card. For an estimate of the cost of an order in a foreign currency use the Bank of Canada's exchange calculator at www.bankofcanada.ca ó simply enter the amount in Canadian dollars and then select your currency. Please note that credit card companies may charge a higher exchange rate or charge a currency exchange fee.

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When will the order be processed on my credit card?
We will request a pre-authorization on your credit card once the order is received at our order desk. We will then process the actual transaction to your credit card anytime after you've placed your order to the time your order is shipped.

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Delivery

Where do Floral Shops deliver to?
We can arrange delivery of your floral arrangement to almost anywhere in the world. However, confirm that our online service ships to the address you would like. If our online service does not ship to your address, you can use our ftd network to place orders to almost anywhere in the world. 

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How much is delivery?
Our delivery charges depend on the location of where your order is being shipped. Our online service has a delivery cost feature that allows you to determine the cost of any delivery.

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When will my order be delivered?
It's up to you. If you place your order before 3:00 pm we will ensure it is delivered the day after next, excluding Sunday. Unfortunately we can not guarantee a time of delivery which depends on the region, weather conditions and number of orders on that day.

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What if something breaks in shipping?
All of our glass and fragile items are carefully wrapped to ensure their safety in shipping. If you or your recipient receives your product in less than perfect condition please contact our customer service immediately and we will do our best to resolve the problem as quickly as possible.

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How long does it take to prepare an order?
We request a minimum of 48 hours to prepare your order. Of course if you absolutely have to have something sent off right away then it's best to call one of our Floral Shops directly. Please note that multiple orders may require more than the minimum 48 hour preparation time.

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Guarantee

What is your guarantee?
We guarantee the delivery of fresh, beautiful flowers and plant arrangements to your complete satisfaction on every order. If for some reason you or your recipient are not satisfied with the item as delivered, please contact us by email within 5 days. Email us at: customerservice@flowermarkets.ca.

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How do I get a refund if I am not satisfied?
Please email us at customerservice@flowermarkets.ca within 5 days of receiving your order. Please include a telephone number where we can reach you.

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Technical Issues

My computer screen does not display an entire page. I have to use the bottom scroll bar to view all the information. How can I reduce the scrolling?
The scrolling results from a combination of your desktop settings and your display font settings. The website has been optimized for a desktop setting of 800 by 600 pixels. To change your desktop setting in Windows 95, select Settings and Control Panel from the Start button. Double-click on Display and then click on the Settings tab. Under Desktop Area, drag the slider to see the settings available. Your monitor and display adapter determine whether you can change your screen resolution. You can achieve the optimum results by selecting 800 by 600 pixels as the size of the desktop area. In Windows 3.1, open the Main program group in Program Manager. Double-click on the Windows Setup icon and then select Options, Change System Settings. Choose the Display option and select an 800 by 600 display if available. You may need to use your graphics adapter or Windows install disks to complete the process. You can also reduce the scrolling by changing the font size in your browser. When using Netscape, select View from the Command Menu, then choose Decrease Font. Repeat these steps if necessary. With Internet Explorer, select View from the Command Menu, then choose Internet Options and Fonts under the General tab. Click on the Font size arrow to select a smaller font.

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What is encryption and why do I need it?
Encryption refers to the practice of scrambling data so unauthorized parties cannot decipher it. It is important that your confidential information remain secure as it is passed between your PC and the issuer's server. To ensure your information is as secure as possible, we require that your browser use 128-bit encryption. This is the most secure browser technology currently available.

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What is my browser cache and why should I clear it?
Caching refers to your browser's ability to store visited web pages on your hard drive. Caching is helpful because it allows a page to be accessed from your hard drive ó instead of from an Internet source. This can help you access pages more quickly. However, if your browser retrieves a page from its cache instead of the Internet source, the page displayed may not be the most recent version. It is important to periodically clear your browser's cache so your browser can retrieve an updated version of a page. It is especially important to clear your cache if you have received an error message and are trying to correct the error. See your browser's help menu for more information on performing this function.

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Privacy/Security

Is the site secure for credit cards?
The Floral Shop site uses 128-bit (the highest standard available) security encryption to send and receive any credit card information for your orders. If you are not comfortable using your credit card over the Internet please telephone our customer service and we will process your order and credit card details over the phone.

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General

Can I include a personal message with my orders?
We encourage it! When you are 'checking out' with your order you will be asked whether you would like to include a personal message for the recipient. In addition, you will be able to choose from our selection of special occasion cards which will be attached to your order.

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PhotoLab  (return to menu)

Ordering

Once I have uploaded, how do I order?
Once you have uploaded all the digital images you would like to order, you will be taken directly into the shopping cart, use the drop down menu beside each photo to select the print size or photo gift you desire.

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How do I cancel my order?
Your order is considered accepted only if and when Photolab.ca sends an order receipt email to your email address titled, "Photolab Printing Receipt". Cancellation of an order is not possible after Photolab.ca has sent an order print completion and shipping notice email to you. If you wish to cancel an order that has not yet been accepted, you may request a cancellation through our English (contactus@photolab.ca) or French (serviceclientŤle@photolab.ca) online support system. However, Photolab.ca fills orders quickly and may not receive your cancellation request before your order is processed.

If we are unable to cancel your order before it has been processed, be assured that you can return any unwanted items to us after you receive them. You will have the option of returning the items to us by mail or directly to your nearest in-store Photolab, whichever is more convenient for you.

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What is the difference between printing at home and your prints?
We use the highest quality archival print paper to print your images. This will ensure your pictures do not fade and will retain their true qualities for years to come. Archival paper combined with the most technologically advanced printing equipment produces a quality print that not only gives you maximum performance from your digital camera, but is also far too difficult and expensive to do with home equipment.

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How do I get my digital files from my computer to your service?
Click on the image of the camera on the home page. This will take you to our upload page, where you will be directed on how to upload a copy of your digital file to our servers for ordering.

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How long does uploading take?
Depending on your connection to the Internet and file size that you are uploading, it takes about 2 to 3 minutes to upload a single 200KB file over a typical phone modem connection. For example, for 10 such images, it may take 30 minutes to complete the upload. If you have an ADSL, ISDN or a cable modem connection, your upload time will be much shorter.

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Why does the processing time take longer with TIFF files?
The system only processes JPEG files. TIFF files will be converted to JPEG upon receipt - this is why there will be a delay when processing the images after uploading. TIFF's are also fairly large files so sometimes they may be larger than the maximum resolution allowed. The best solution is to pre-convert the files to JPEG in an application such as Photoshop before upload - this will assure the quality of the file conversion.

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Is my credit card safe?
When you enter information on the Photolab site, the information is encrypted using the highest standard available, 128-bit security software to send and receive any credit card information for your orders. Encryption is the process of taking the characters you enter at your computer keyboard and scrambling them into bits of code before transmission. The bits are securely transmitted over the Internet to be deciphered when received by Photolab's Online Internet Service Provider (ISP). To anyone else, the information would be unreadable.

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How do I save my receipt on my computer?
Once you have placed an order with Photolab, we encourage you to keep your receipt by bookmarking it.
To save your receipt, follow the steps below:

1. On the Thank you! screen, click the order number. Your receipt with your order information will appear.
2. Select Click Here to bookmark this page. An Explorer window with your Favourites Internet folder will appear.
3. Browse to a folder or create a new one.
4. Once a folder has been selected, click OK.

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How long will it take for my order to arrive?
Once you have placed your order, we may require up to 5 business days to process, print and prepare it for shipping. We use Canada Post's Expresspost service to deliver your order, which will require another 2 business days. Therefore, in total your order may take up to 7 business days for home delivery and up to 2-3 business days for store pick-up.

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What forms of payment do you accept?
For shipped orders, we accept MasterCard or Visa. For store pick-up orders, we accept credit cards, debit cards and cash.

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My credit card number failed - What should I do?
Ensure that you are entering the correct credit card number and expiration date. If you are still having trouble, use the Contact Us form to explain your problem. Be sure to include any errors that you were given during your attempts. Do not include your credit card details.

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What can I order?
Visit our site to view our products and prices.

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Can I pick up my order in a Photolab store?
Yes! Now, you can pick up your prints at selected stores. There will be no delivery charge for this service, please check out our website for store locations near you. We do not offer in-store pick-up on photo gifts.

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Pricing

What is your pricing?
Visit our site to view our products and prices.

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How much for delivery?
We currently charge $1.99cdn for all print orders delivered within Canada and $2.99 per order anywhere in the US. For all other photo gifts we charge $3.99cdn per order delivered in Canada or the US.

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Is your pricing competitive?
We want you to be happy with the total value of our online service. In this effort, we focus on providing great quality prints at very competitive prices.

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Delivery

How will I receive my order?
We use Canada Post's Expresspost service to mail you your order.

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Can I pick up my order in a Photolab store?
Yes! Now, you can pick up your prints at selected Photolab locations. There is no delivery charge for this option, see our website for pick-up locations near you. We do offer in-store pick-up on gift items.

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How long will it take for my order to arrive?
Once you have placed your order, we require up to 15 business days to processes, print and prepare it for shipping. We use Canada Postís Expresspost service to deliver your order, which will require another 2 business days. Therefore, in total your order may take up 15 business days for home delivery and up to 10 business days for in store pick-up.

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How much for delivery?
Delivery for prints is $1.99cdn for delivery in Canada and $2.99cdn for delivery in the US. All other photo gifts are $3.99cdn for delivery in Canada and the US.

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Guarantee

What is your guarantee?
Visit our site to view our Guarantee and refund procedures.

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How does your quality compare to 35mm processing?
Our processing uses the latest technological advancements to ensure that your digital images are printed with the same vibrant colours and sharpness that you have enjoyed from your 35mm camera. We also print your pictures on long lasting archival quality paper which will ensure that your pictures retain their true qualities for years to come so that you will always be able to enjoy your memories.

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How do I get a refund if I am not satisfied?
Visit our website to view our Guarantee and refund procedures.

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What file size should I use in order to get a quality print?
While true resolution is really the combined effect of a number of factors, including lens sharpness, contrast range, focus accuracy, and shutter speed; image resolution is generally a measurement of how much information is stored in a digital photo. Resolution is measured in pixels for digital cameras, pixels per inch (ppi) for scanners or monitors, and dots per inch (dpi) for printer output. For example, an imageís resolution is the product of the number of pixels in the width and height of the image. This may be described as being 640 x 480 or 307200 pixels. Higher resolution photos have more pixels, and while they allow for more detail, they result in larger file sizes. The more pixels that an image contains (higher resolution), the better the picture.

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Sharing Images

How do I share my pictures?
At this time Photolab.ca no longer offers this service.

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Privacy/Security

What is your Privacy and Security Policy?
Visit our site to read our Privacy and Security Policy.

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Is my credit card safe?
When you enter information on the Photolab site, the information is encrypted using the highest standard available, 128-bit security software to send and receive any credit card information for your orders. Encryption is the process of taking the characters you enter at your computer keyboard and scrambling them into bits of code before transmission. The bits are securely transmitted over the Internet to be deciphered when received by Photolab's Online Internet Service Provider (ISP). To anyone else, the information would be unreadable.

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My credit card number failed - What should I do?
Ensure that you are entering the correct credit card number and expiration date. If you are still having trouble, use the Contact Us form to explain your problem. Be sure to include any errors that you were given during your attempts. Do not include your credit card details.

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Where do my pictures go when I upload?
When you upload your pictures, copies of your pictures are transferred to our servers. We then create smaller copies so that you can easily view them on the Internet. Your pictures are only kept for 15 days and are then deleted. If you place an order, a copy of the picture will be sent to the printer. We do not keep copies of your pictures.

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How long are my photos kept on your system?
All orders are kept for a period of 15 days before being deleted. Any requests done after the 15 days period would have to be reordered.

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Technical Issues

What software do I need to upload?
The website is optimized for Windows 2000 and XP. Internet Explorer 6 and above and Netscape 7 should work fine. However, you will need Java enabled. To do this, go to your Internet Options and make sure that the Java Enabled checkbox is checked. To do this, open your Internet browser, go to Tools -> Internet Options ->Security Tab -> Click Custom Level -> Scroll down until you see 'Microsoft VM' and make sure it is not disabled. For Netscape: go to Edit -> Preferences->Advanced -> make sure 'Enable Java' is checked.

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Why does my computer freeze when uploading?
Sometimes when uploading images, your computer will appear to freeze. This occurs because the computer is so busy uploading, that it doesn't have time to respond to your other requests. If you leave the computer alone for a minute, everything will return to normal.

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What kind of hardware or software do I need to use the website?
You will need Netscape Navigator 7.0 or Microsoft Internet Explorer 6.0 (or later versions of each).

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Prepaid Service

How do I purchase prepaid prints and how long does my account last for?
First you will have to purchase a prepaid account online. Immediately after your purchase when you click on confirm, you will be given your account and pin #, please write this down or print out this page. In addition, an email will be sent to you with your account and pin number. Now you're ready to upload your images. Once you have done this, enter your prepaid account and pin number in the spaces provided at the top of checkout step #1 and proceed to check out. The next screen will show your prints at regular price, however, your total will reflect the amount taken from the prepaid account. Prepaid accounts are used to pay for taxes and delivery cost or you can select no charge store pick-up. Your account will be active for 1 year from the time purchased, all credits will be lost after that and will not be refunded.

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Can I use my prepaid account to buy other size prints?
Yes, you can use your prepaid account to buy any other size prints or gifts.

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Can I use my prepaid account at your store locations?
No. Prepaid accounts are only to be used when buying prints online.

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Do I have to pay extra for delivery?
Depending on the available value left on a prepaid account, prepaid accounts will pay for taxes and delivery cost, however, we offer free in-store pick-up at selected locations, please see our site for the store locations near you.

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What if I have a discrepancy between the credits I have?
Please contact our customer service at customerservice@photolab.ca, we can trace all orders placed with your account.

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Can I get a refund on prepaid prints?
Please contact our customer service department at customerservice@photolab.ca, we can make partial or full refunds on your prepaid account. If you have used your account to process pictures, simply contact us and return your images for a full refund.

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I have lost my account and/or pin number?
Not a problem, simply contact us at customerservice@photolab.ca, we can find this information for you by searching for the name the account was registered under, after verifying you information, we will send you your account and/or pin number via email. This process may take up to 1 business day.

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How long will it take for my order to arrive?
Once you have placed your order, we may require up to 5 business days to process, print and prepare it for shipping. We use Canada Post's Expresspost service to delivery your order, which will require another 2 business days. Therefore, in total your order may take up to 7 business days for home delivery and up to 2-3 business days for store pick-up.

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What forms of payment do you accept?
We accept MasterCard or Visa for payment for shipped orders, and we accept credit, debit and cash for store pick-up orders.

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Can I add more credits to my account?
No. At this time we can not add more credits to your account, you will have to purchase another prepaid account.

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My credit card number failed - What should I do?
Ensure that you are entering the correct credit card number and expiration date. If you are still having trouble, use the Contact Us form to explain your problem. Be sure to include any errors that you were given during your attempts. Do not include your credit card details.

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What can I order?
Visit our site to view our products and prices.

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Can I pick up my order in a Photolab store?
Yes! Now, you can pick up your prints at selected stores. There will be no delivery charge for this service, please check our site for store locations near you. We do not offer in-store pick-up on photo gifts.

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General

Do you offer matte finish?
At this time, we do not offer matte finish for prints.

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PC Baskets  (return to menu)

Ordering

How do I know if the item I ordered is in stock?
We aim to have all of the items available, all of the time. If you are ordering from PC in a Basket and one of the items in the basket is unavailable we will substitute the out of stock item with a PC product of similar or greater value. If you are ordering items from the PC in a Box virtual shopping aisles we will let you know by email if we are out of stock on a particular item in your order and suggest substitutions.

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When will the order be processed on my credit card?
We will request a pre-authorization on your credit card once the order is received at our order desk. We will then process the actual transaction to your credit card when the order leaves for delivery. If you have any questions about credit card processing please email us at baskets@presidentschoice.ca.

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Can I send similar items to multiple addresses?
If you wish to send the same items to multiple addresses you will be asked to create an individual order for each item ordered and fill in the different addresses on each order. If you need additional help with a multiple address order please email us at baskets@presidentschoice.ca.

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Can I include a personal message with my orders?
We encourage it! When you are 'checking out' with your order you will be asked whether you would like to include a personal message for the recipient. We'll hand-write the message on a Send PC gift card and attach it to your order.

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Pricing

What taxes will I be charged?
Taxable items shipped to addresses in Canada will be subject to the GST (7%). Dependant upon the province of delivery a provincial sales tax will also be charged for provincially taxable items. Orders being shipped outside of Canada may be subject to international customs clearance and duties. Unfortunately, we are unable to provide further details of specific customs and duties.

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What exchange rate does PC Baskets use?
Your credit card company will use a daily exchange rate which will be calculated on the day the order is charged to your credit card. For an estimate of the cost of an order in a foreign currency use the Bank of Canada's exchange calculator at www.bankofcanada.ca - simply enter the amount in Canadian dollars and then select your currency. Please note that credit card companies may charge a higher exchange rate or charge a currency exchange fee.

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Delivery

Where does PC Baskets deliver to?
We currently ship within Canada only

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How does delivery work?
Express Next Day:
Small:$49.99
Medium:$59.99
Large:$74.99

Expedited (3 - 6 Days):
Small:$9.99
Medium:$11.99
Large:$14.99

Delivery only in Canada and delivery time will be based on region.

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When will my order be delivered?
It's up to you. We can arrange a variety of delivery options for you using Canada Post and international parcel delivery services. If you place your order before 1:00 pm we will ensure it is on its way to you or the recipient by close of business the following business day. Please note that multiple orders may require more than the minimum 24 hour preparation time.

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What if something breaks in shipping?
All of our glass and fragile items are 'bubble-wrapped' to ensure their safety in shipping. If you or your recipient receives your product in less than perfect condition please contact our customer service immediately and we will do our best to resolve the problem as quickly as possible. PC Baskets customer service can be reached at baskets@presidentschoice.ca.

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Can I send similar items to multiple addresses?
If you wish to send the same items to multiple addresses you will be asked to create an individual order for each item ordered and fill in the different addresses on each order. If you need additional help with a multiple address order please email us at baskets@presidentschoice.ca.

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Guarantee

What is your guarantee?
We consider every order an obligation to give complete satisfaction. When you receive a PC Baskets item, whether you ordered the President's Choice products for yourself or received it from someone else, please contact us by email within 24 hours if you are not satisfied in every way. Our email address is baskets@presidentschoice.ca.

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How do I get a refund if I am not satisfied?
Please email us at baskets@presidentschoice.ca within 24 hours of receiving your order. Please include a telephone number where we can reach you.

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Technical Issues

My computer screen does not display an entire page. I have to use the bottom scroll bar to view all the information. How can I reduce the scrolling?
The scrolling results from a combination of your desktop settings and your display font settings. This website has been optimized for a desktop setting of 800 x 600 pixels. To change your desktop setting in Windows 95, select Settings and Control Panel from the Start button. Double-click on Display and then click on the Settings tab. Under Desktop Area, drag the slider to see the settings available. Your monitor and display adapter determine whether you can change your screen resolution. You can achieve the optimum results by selecting 800 x 600 pixels as the size of the desktop area. In Windows 3.1, open the Main program group in Program Manager. Double-click on the Windows Setup icon and then select Options, Change System Settings. Choose the Display option and select an 800 x 600 display if available. You may need to use your graphics adapter or Windows install disks to complete the process. You can also reduce the scrolling by changing the font size in your browser. When using Netscape, select View from the Command Menu, then choose Decrease Font. Repeat these steps if necessary. With Internet Explorer, select View from the Command Menu, then choose Internet Options and Fonts under the General tab. Click on the Font size arrow to select a smaller font.

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What is encryption and why do I need it?
Encryption refers to the practice of scrambling data so unauthorized parties cannot decipher it. It is important that your confidential information remain secure as it is passed between your PC and the issuer's server. To ensure your information is as secure as possible, we require that your browser use 128-bit encryption. This is the most secure browser technology currently available.

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What is my browser cache and why should I clear it?
Caching refers to your browser's ability to store visited web pages on your hard drive. Caching is helpful because it allows a page to be accessed from your hard drive -- instead of from an Internet source. This can help you access pages more quickly. However, if your browser retrieves a page from its cache instead of the Internet source, the page displayed may not be the most recent version. It is important to periodically clear your browser's cache so your browser can retrieve an updated version of a page. It is especially important to clear your cache if you have received an error message and are trying to correct the error. See your browser's help menu for more information on performing this function.

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Privacy/Security

Is the site secure for credit cards?
The PC Baskets site uses 128-bit (the highest standard available) security encryption to send and receive any credit card information for your orders.

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General

Can I submit an idea for a PC Product?
Please do! Some of our best ideas come from our customers. However, since at any given time the President's Choice team is working on developing literally hundreds of new concepts or products, our policy is that we do not pay for ideas that are submitted (besides, that's what we're paid to do!). You can submit any idea right now.

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I've heard about your President's Choice Blue Menu products. What exactly is the Blue Menu? I'd like to know more.
The first step towards eating better is shopping better and that is exactly why we have introduced our PC Blue Menu. This new line of products has been developed to provide you with healthier options throughout the store. From lower fat to lower calories to high fiber, PC Blue Menu products can help you address your nutrition concerns.

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Website Help  (return to menu)

Technical Issues

My computer screen does not display an entire page. I have to use the bottom scroll bar to view all the information. How can I reduce the scrolling?
The scrolling results from a combination of your desktop settings and your display font settings. This website has been optimized for a desktop setting of 800 by 600 pixels. To change your desktop setting in Windows 95, select Settings and Control Panel from the Start button. Double-click on Display and then click on the Settings tab. Under Desktop Area, drag the slider to see the settings available. Your monitor and display adapter determine whether you can change your screen resolution. You can achieve the optimum results by selecting 800 by 600 pixels as the size of the desktop area. In Windows 3.1, open the Main program group in Program Manager. Double-click on the Windows Setup icon and then select Options, Change System Settings. Choose the Display option and select an 800 by 600 display if available. You may need to use your graphics adapter or Windows install disks to complete the process. Change Font Size in Browser You can also reduce the scrolling by changing the font size in your browser. When using Netscape, select View from the Command Menu, then choose Decrease Font. Repeat these steps if necessary. With Internet Explorer, select View from the Command Menu, then choose Internet Options and Fonts under the General tab. Click on the Font size arrow to select a smaller font.

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What is encryption and why do I need it?
Encryption refers to the practice of scrambling data so unauthorized parties cannot decipher it. It is important that your confidential information remain secure as it is passed between your PC and the issuer's server. To ensure your information is as secure as possible, we require that your browser use 128-bit encryption. This is the most secure browser technology currently available.

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What is my browser cache and why should I clear it?
Caching refers to your browser's ability to store visited web pages on your hard drive. Caching is helpful because it allows a page to be accessed from your hard drive -- instead of from an Internet source. This can help you access pages more quickly. However, if your browser retrieves a page from its cache instead of the Internet source, the page displayed may not be the most recent version. It is important to periodically clear your browser's cache so your browser can retrieve an updated version of a page. It is especially important to clear your cache if you have received an error message and are trying to correct the error. See your browser's help menu for more information on performing this function.

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General

There are no questions for this topic

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