Shop Help
Welcome to the shop at Wintersleep.com! When shopping here, rest assured that you are supporting Wintersleep and Wintersleep.com. Thank you for your support and we hope you enjoy your shopping experience!
This combination of dedicated customer support, world-class retailing experience, and top-notch technical systems ensures that our customers have the most reliable, secure (and best of all!) cheapest online shopping experience possible.
Thanks for shopping on Wintersleep.com. We appreciate your support and trust.
In this section you will find information on:
NOTE: If there are any exceptions to these policies on a per-product basis they will be noted on the individual product pages.
Why Ordering through Wintersleep.com is Secure
We provide our customers with the fastest, most secure and reliable network services available. When you place an Wintersleep.com order, your information is protected by 128-bit Secure Socket Layer (SSL) certificate encryption provided by GeoTrust.
Your transaction, including credit card information, is kept safely behind firewalls in the Wintersleep.com data centre to protect against outside intrusion. The server where your information is stored is password protected to ensure security within this environment. The password is regularly changed. In addition to protecting the information on our servers through encryption and password protection, credit card information stored is removed once the associated order is complete.
We take utmost care by keeping our systems up to date with the latest technology and security features to ensure that your credit card information is kept safe including adhering to the latest standards for data handling provided by Visa and MasterCard.
Browsing through the Wintersleep.com Catalog
In this section you will find information on:
Product Descriptions
Wintersleep.com attempts to maintain product descriptions that are as accurate as possible. Product descriptions are created using information provided by the product manufacturer such as sizing and dimensions.
Product Pricing
The final price of an item will be confirmed when you place your order. Outside of our control, your browser or Internet Service Provider (ISP) may cache our shop pages which could cause older prices to appear. The price shown in the shopping cart and checkout pages is final.
Your credit card will be pre-authorized for your purchase total once your order is placed. Your final credit card charge is posted after your order has entered the shipping process. Pre-sale tickets purchases are charged to your credit card upon ordering.
Despite our best efforts, a small number of the items in our catalog may have incorrect pricing. If we discover an incorrect price, we will do one of the following:
- If an item's correct price is lower than our stated price, we will charge the lower amount and ship your item
- If an item's correct price is higher than our stated price, we will either contact you for instructions before shipping or cancel your order and notify you of the cancellation
Product Availability and Delivery Estimates
The availability of items on Wintersleep.com is indicated on the product page for each item. This is only an estimate, but is a good indicator of when your order will be shipped. Please keep in mind that we process and ship orders during business hours from Monday through Friday. We do not process or ship orders on Saturday, Sunday or Canadian statutory holidays.
If you ordered multiple items, and the availability of these items differ, Wintersleep.com will make an effort to ship items separately, as they become available. Shipping charges for split orders will not exceed what you authorized. Split orders are only charged ONCE for shipping.
Here is what you can expect when the availability for a product is indicated as:
- Usually ships in 1 - 3 business days:
- This item is stocked on a regular basis and should be available for shipment immediately.
- Usually ships in 3 - 10 business days:
- This item has low inventory and may not be in stock when you place your order.
- Usually ships in 1 - 3 weeks:
- This item has a low inventory and may not be in stock when you place your order.
- Usually ships in 3 - 5 weeks or this item has limited or unknown availability:
- This item may come from a small, independent supplier. As a result, the delivery time of the product is difficult to predict. We cannot guarantee how long it will take to fill a special order item and there may be a considerable delay receiving the order. If a special order item is on back order for more than thirty (30) days, we will contact you by e-mail and give you the option to cancel or continue to wait for your order.
- Back Orders and Advance Orders:
- If we don't have a particular item in stock when you order it, we'll let you know by e-mail. In the case of advance orders, we'll let you know if the release date is delayed.
IMPORTANT NOTE: If an item becomes UNAVAILABLE by the supplier, we will contact you by e-mail.
Placing your Order with Wintersleep.com
In this section you will find information on:
Payment Methods
Wintersleep.com accepts both Visa and MasterCard credit cards.
See why ordering through Wintersleep.com is secure for information on our Security Policy.
Multi-Currency Ordering
When placing an order on Wintersleep.com, you may select to be charged in Canadian dollars (CAD), US dollars (USD), Euros (EUR) or Great Britain Pounds (GBP). When shopping, you can select your desired currency by clicking on the currency flags.
If your credit card's issuing financial institution bills you in a different currency than the one in which your order was placed, they may convert the charge into your card's base currency. Please contact your credit card's issuing financial institution with any questions regarding currency conversions.
Shipping Rates and Delivery Estimates
The cost of shipping your order is calculated at the time of checkout. The shipping cost is dependant on destination, quantity and weight of the items you ordered as well as the method of delivery you selected. You will have the opportunity to review shipping charges before you submit your order.
All orders will be processed and shipped within one business day of receipt, unless otherwise stated. Shipping times depend on the destination and the method of shipment selected by the customer.
Undeliverable Packages
A shipment may be returned to us undelivered due to:
- Incorrect Address
- If the address that is provided during the order process is incorrect or outdated, the shipment is typically returned to us by the carrier or unintended recipient. If the package is returned to us we will refund the amount of the product excluding the shipping charges.
- Failed Delivery Attempt
- Most of our carriers make up to three attempts to deliver a package. If the driver feels it is unsafe to leave a package they will take it to a local post office or carrier's outlet for pickup and leave a delivery notice. You must act upon this notice before the package is declared undeliverable (varies from carrier to carrier and is outlined on the delivery notice).
- Refusal by Recipient
- If a recipient is not expecting a shipment, they may refuse the package if they believe it was sent to them in error. In the event that you are sending a package to a recipient other than yourself, let the recipient know that a shipment is due.
When we receive a returned package that is marked as undeliverable, we issue a full refund (excluding the shipping charges). We are unable to re-ship orders that are returned to us as undeliverable. If you would like to purchase items that were undeliverable, you will need to place a new order.
If you suspect that your order cannot be delivered as addressed and you have not received confirmation of its return or refund after four (4) weeks from the estimated delivery date, please contact us using one of the methods outlined in the Contact Us section.
Taxes
The following taxes may apply to your order.
- For orders being shipped to Canada, the Goods & Services Tax (GST) will be charged
- For orders being shipped specifically to the Canadian province of Ontario, the Provincial Sales Tax (PST) will be charged
- For all other regions, no sales taxes will be applied
NOTE: For regional events and tickets sales, taxes may be included or applied on top of the ticket price as required by the event organizer. The product page and/or the final order receipt will reflect the appropriate taxes applied to the ticket(s).
Customs Charges
Wintersleep.com does not charge any custom duties on International shipments. Your order may be subject to import duties and taxes. These taxes are levied once your shipment reaches its destination country.
Additional charges for customs clearance may also be incurred by the shipping carrier and passed on to you. We have no control over and cannot predict these charges. Since customs policies vary widely from country to country we recommend that you contact your local customs office if you have any additional questions.
Additionally, when ordering from Wintersleep.com, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.
Wintersleep.com and its partners are not responsible for international taxes or levies charged for your order.
Ticket Purchases
There policies apply to all ticket purchases. Specific notes about each show pertaining to ordering, payment, taxes, shipping and/or Will Call pick-up are prominently displayed on the individual ticket pages. Carefully review ticket notes and Frequently Asked Questions before ordering tickets through Wintersleep.com.
Tickets will either be mailed or will be available for pick-up at the venue's "Will Call" office. We will specify mailing or pick up instructions on the ticket page and/or in your order confirmation email.
"Will Call" is generally a dedicated window at the Box Office where people pick up their tickets. "Will Call" and box offices vary greatly from event to event. Some open an hour prior to event/show time, while others are open during regular business hours allowing tickets to be picked up prior to the show. Please review pick up instructions carefully.
Tickets that are sold as "Will Call" are for pick up only and will not be mailed to the purchaser.
While picking up your ticket, you may be required to present proof of identification such as a government-issued photo ID (such as a driver's license), and the credit card used to purchase the tickets. We recommend you also present a copy of the order confirmation email as proof of purchase, in case there is any dispute at the venue.
If you have further questions, please contact us using one of the methods outlined in the Contact Us section.
Changes to Your Existing Order
If you wish to make changes to an order before it has shipped, please contact us using one of the methods outlined in the Contact Us section. Since we process orders soon after they are placed in order to ship them to you as fast as possible, there is a very short window in which the orders can be modified.
Please note that requested order changes will be made at the discretion Wintersleep.com. During certain periods we may not be able to make any changes in time due to the volume and nature of orders. Please ensure accuracy and completeness of your order before submitting the order in the check out process.
Order Confirmations
After you have submitted your order in the Wintersleep.com Shop, a confirmation will be sent to the address you entered into your Shop Account. This email confirms the receipt of your order. Wintersleep.com reserves the right to cancel or limit your order at any point, including after the order confirmation has been issued.
In the event we make a change to an order, we will notify you by contacting the email and/or billing address provided in the order.
Order Limitations/ Cancellations
Occasionally, Wintersleep.com may, at our own discretion, cancel or place limits on an order. These restrictions may extend to orders placed from the same Shop Account, the same credit card, and/or orders that use the same billing and/or shipping address.
In the event we make a change to an order, we will notify you by contacting the email and/or billing address provided in the order. The Wintersleep.com Shop reserves the right to limit or prohibit sales to dealers.
Termination of Use
Wintersleep.com may terminate your account or your use of Wintersleep.com at anytime. You are personally liable for any orders that you place or charges that you incur prior to termination. Wintersleep.com reserves the right to change, suspend or discontinue all or any aspects of the site at any time without prior notice.
Returns Policy
In order to keep our prices as low as possible, ALL SALES ARE FINAL! We are unable to exchange items or offer you a refund for any reason other than if the products you received are damaged, defective or incorrect.
When you place your order you are entering into a contractual agreement for your order and we will proceed with charging your indicated payment method and delivering the products and/or services.
If the product you receive is remarkably different than what was advertised on Wintersleep.com please contact us using one of the methods outlined in the Contact Us section.
If you received a damaged, defective, or incorrect item we ask that you:
- Please contact us using one of the methods outlined in the Contact Us section. Please explain the nature of the problem.
- We will investigate the issue and we may issue you a Return Merchandise Agreement (RMA) number.
- Carefully package the item for return making sure to include the packing slip. Label the RMA Number on the outer package as well as on the packing slip.
- Send the item to one of the following addresses:
Return Orders:
- Canadian Orders:
- MM Inc.
499 Terry Fox Dr.
Unit 85
Kanata, Ontario
K2T 1H7
CANADA
- All Other Orders:
- Norman G. Jensen Inc., MM
38465 NYS12
Clayton, NY 13624
USA
- After processing the return, we'll send you another copy of the returned item or the correct item. If the replacement item turns out to be back-ordered, we will contact you with the options.
If you have questions we are here to help! There are several ways to contact us:
- Email:
- store@Wintersleep.com
- Phone:
- +1 (416) 469-9809
Please specify your name, order number, phone number, and your question when leaving a message.
- Post:
- Wintersleep.com
2238 Dundas Street West
P.O. Box 59039
Toronto, Ontario
M6R 3B5
Canada