Customer Service
- Shipping & Handling Procedures
All orders made on the Sullivan Boutique will be shipped via UPS Delivery, unless otherwise noted by Sullivan Entertainment. All orders made on the Sullivan Boutique will also abide by standard UPS Shipping & Handling fees determined by a package's weight, shipping method, and destination. Orders placed on the Boutique after 8:30am each day will be prepared for shipment (1) business day after the order is submitted into the system. Please take this into account when choosing Expedited Shipping.
- About Shop At Sullivan
- Welcome to ShopAtSullivan.com - your exclusive source for official merchandise from Sullivan Entertainment - producers of the award winning series Anne of Green Gables, Road to Avonlea and Wind at My Back. Within our online boutique, you will find unique treasures from our vaults, with an ever-expanding catalogue of new and exciting products. Our shopping experience has been re-engineered, with an aim to provide you - our customer - with the greatest ease of access to our extensive listings. We hope you'll have as much fun shopping as we've had building our store!
- How To Get A Shipping Estimate
In order to determine the cost of shipping the products you wish to purchase, please add the applicable items to your "Shopping Cart" and proceed to check-out. Before processing your order, please use the "Estimate Shipping & Tax" tool by filling in your zipcode/postal code, province/state and country. If you experience difficulty with this tool or require assistance please call: 416 921 7177.
Returns
EXCHANGE POLICY
If you're not satisfied with your purchase, you may exchange it within 14 DAYS from your order date. All shipping charges are non-refundable. You will be responsible for the shipping charges associated with sending the item(s) back to us. Additional shipping charges for exchanged item(s) are the customer's responsibility. Please send us an email at shop@sullivan-ent.com including your name, email address, order number, and the item(s) you’d like to exchange and the reason for the exchange.
All exchanges must be UNOPENED. All item(s) must be in the original condition you received them in. If an opened item is returned, it will be refused and sent back at your cost. We do NOT accept exchanges of opened items. We will email back a confirmation number and shipping instructions.
We will notify you via e-mail when your exchange has been processed. For more information, please feel free to contact us at shop@sullivan-ent.com.
We will not accept any exchanges that are not accompanied by a confirmation number.
DEFECTIVE POLICY
If the product you received is defective, we will give you special instructions on how to proceed. Please send an email to shop@sullivan-ent.com outlining the details of your issue. We will then follow up by email to rectify the issue.
We don't accept defective items after 14 DAYS from your order date.
Christmas Order Deadline PolicyIn order to guarantee that your order arrives prior to Christmas Day (December 25th), those wishing to use UPS Standard Shipping must place their order by December 17th. It is possible to also submit your order by December 19th at 12am, but arrival by this time is not entirely guaranteed by Christmas Day for all U.S. and Canadian provinces/states. Those who will choose UPS Expedited Shipping must place their orders prior to December 21th, 2013 at 12am.
Black Friday Returns and ExchangesAll purchases made on Black Friday and the week following Black Friday are final. The discounts and sales offered on this day are calendar-specific, and cannot be offered on any other day. Products found to be defective may be exchanged for functional discs, however they must be examined first to ensure the defective disc is not repairable first.
How to Track Your OrderOnce you submit an order to the Sullivan Boutique, it takes us between 1-2 business days to prepare it for you. From there, your shipment is given to UPS who then forwards you the tracking number of your package via e-mail. Depending on the Shipping Method you selected, delivery of your order tends to take between 2-7 days to arrive. UPS Standard Shipping within Canada and the United States takes 5-7 business days. To ensure you receive the message containing the tracking number of your package, please ensure you double-check that your e-mail does not sort it into its SPAM folder.
Why are the Sullivan Boutique's prices in USD (US Dollars)?The Sullivan Boutique's online ordering system maintains usage of US Funds as its dominant form of currency as research has shown it to be the most frequently used form of business exchange on our website. While we are a Canadian company, it was decided that as the majority of our customers are from the United States, this alteration made the website more user-friendly for the largest number of customers possible.
