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CUSTOMER SERVICE: TERMS OF USE

What is the 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 shop, 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!

What are your Shipping & Handling Procedures ?
All orders made on Shop at Sullivan will be shipped via UPS Delivery, unless otherwise noted by Sullivan Entertainment. All orders made on Shop at Sullivan will also abide by standard UPS Shipping Handling fees determined by a package's weight, shipping method, and destination. Orders placed on the Shop 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.
NOTE: Unfortunately, we can not ship to P.O. Boxes.

UPS Estimated Delivery Times:

  • Standard: 5-7 Business days
  • Expedited: 2-5 Business Days (EOD)
  • Express Saver: 1-3 Business Days (EOD)
  • Express: 1-3 Business days at 10:30 or 12:00 noon (EOD)
  • Early AM: 8:30am next day
  • 3-day select: EOD third business day


Do You Ship Internationally ?
Yes we do ! The Shop at Sullivan ships internationally to all countries worldwide including the UK and Australia. You can save with lowered worldwide shipping rates using the UPS Saver shipping option. We also have international versions of our DVDs in various languages. Our DVDs are region free but there are two different broadcasting systems, NTSC and PAL. Consult this guide to see what format your country is in.

How Do I 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: 1-800-972-6632.

Whats your Refund Policy ?
We provide store credits for all the refunds. Find more details on our Store Credits FAQs.

What is your Return & Exchange Policy ?

EXCHANGE POLICY
All sales are final. See category below for getting a replacement if you receive a disc that is defective or damaged. All shipping charges are non-refundable. For more information, please feel free to contact us at shop@sullivan-ent.com.

DEFECTIVE POLICY
If you've received a damaged item or defective disc, please send us an email at shop@sullivan-ent.com including your name, email address, order number, and the defective disc number(s) and picture of the damaged item.

We don't accept defective items after 14 DAYS from your date delivered.

What is your Christmas Order Deadline Policy ?
In 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.

What is your Black Friday Returns and Exchanges Policy ?
All 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.

How do I Track My Order ?
Once you submit an order to the Shop at Sullivan, 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 Shop at Sullivan's prices in USD (US Dollars) ?
Shop at Sullivan'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.