Please note that COVID-19 is still impacting production and delivery times

FAQ


TIPS ON PLANNING - ORDERING 101

Here’s a quick guide to planning to ensure you get the product you want, when you want it. Plan well in advance of your event so you have time to choose the best possible product to communicate your message. 


> What’s the theme and who is your target audience? What kind of product is appropriate for these folks? 

> What’s your budget and what quantity do you need? Will one product do or should you use more than one? 


Contact us anytime at NaturesPath@fairware.com for assistance (we are normally in the office Monday to Friday between 9 AM and 5 PM PST) – our specialty is matching products with campaigns or events. 

 

ORDERING

Orders generally take 3-4 weeks from start to finish including delivery time.


Please note: delivery times are Monday to Friday between the hours of 9am and 5pm, excluding statutory holidays. Please contact us if you have special delivery requirements.


What if I need a promotional item right away?

Rush jobs are always possible. Contact us and let us know when you need your product by. We’ll work to ensure it’s delivered on time. Please note: rush jobs may incur extra costs.


How much will it cost to ship my order?

Shipping charges are calculated based on the weight of your order and your shipping destination. Shipping charges are added to your final invoice. Please contact us if you have a specific deadline to meet. 

What information do you need to complete an order?

An order confirmation will be sent to the email address you provided and you will also receive a shipping confirmation when the order ships. When your order is complete, your department will be invoiced directly via email. Please remit payment directly to Fairware by check or credit card. All invoices are in CAD. Checks can be mailed to Fairware, 178 W. 3rd Avenue, Vancouver, BC Canada V5Y 1E9.

Why is Pricing in CAD - I want to send things / order for the USA

All pricing is CAD and assumes shipping within Canada however shipping to the USA / Internationally is certainly possible!  Product pricing may change due to duties, brokerage, and other vendor fees and we would attempt to source directly from our USA vendors which may have slightly different pricing to be confirmed in your sales order approval after submitting the request via the portal. 


What if I’ve forgotten my login ID or password?

If you’ve forgotten how to log in you can easily re-set your password on the site. All you need is your user name, which is your email.


Can I receive a proposal for other product ideas for a special campaign or event?

Yes, we can work with your team to create custom quotes and proposals for a particular campaign or event. Please contact us early in your planning process for unique product ideas and pricing. Please note, all final proofs must be approved by the UNICEF USA Brand Department.
 

RETURNS AND EXCHANGES


What if there is something wrong with my products when they arrive?

We stand behind our merchandise. If you are not completely satisfied with your purchase we will replace, credit, or refund your order. Please contact us immediately on any quality or service issues. We require replacement or refund issues to be brought to our attention within 14 calendar days of receipt of order. All returns and product cases are logged in our system so we can track them to resolution and keep you informed of your case status.


What if an item is out of stock?

We make every effort to ensure in stock products are available at all times. If due to higher than expected demand volumes an item is out of stock you will be contacted with an estimated time of arrival and the options available for your order.

Note: Made to order or custom items cannot be exchanged or returned unless there has been an error in manufacturing.

 

PRODUCT SOURCING

Are all your products made in North America?

Supporting the local economy is a goal shared by Fairware and we actively seek out North American made products. Unfortunately, many of our unique products are not made locally. In addition, ‘Made in Canada or the USA’ does not guarantee worker rights are respected — there are ‘sweatshop’ conditions in the USA and Canada, just as there are well run factories offshore. As a result we carefully select all of our suppliers using the same criteria to ensure that workers are being treated fairly, no matter where they live and work.

How do you ensure your suppliers treat their workers fairly?

We have several strategies to identify suppliers ranging from selecting businesses who have an explicit mission to improve working and environmental conditions to using a formal code of conduct and chain of custody form that factory managers sign off on. More information on Fairware’s approach can be found in the about us section of our site.