FAQ

The most frequently asked questions

What are your Business hours ?

What are your shipping fees ?

What forms of payment do you accept ?

When will I receive my order ?

Can I receive merchandise and pick it up at the store ?

What is your return policy ?

How do I get an electronic privilege card ?

How do I place an order ?

What about customs fees ?

What currencies are accepted ?

Is it possible to use a different address for shipping ?

Why do you need my contact info and what do you do with it ?

I'm using a Mac and I get a security error while my payment is being made. Why ?

Why do I get m getting a "cannot find page" error when I try to place an order ?


Business Hours
Monday to Wednesday : 9:30 AM to 5:30 PM
Thursday and Friday : 9:30 AM to 9:00 PM
Saturday : 9:00 AM to 5:00 PM
Sunday :10:00 to 5:00 PM
Shipping Fees
Tracking numbers for Quebec and Canada : Very small parcels posted by regular mail do not have tracking numbers. All the other parcels have tracking numbers.

Québec
Very small Small Medium Big Very big
- Regular 4.00$ CAD 8.00$ CAD 9.00$ CAD 12.00$ CAD 17.00$ CAD and more.
- XpressPost 8.00$ CAD 9.00$ CAD 12.00$ CAD 16.00$ CAD 22.00$ CAD and more.
COD
- Regular 15.00$ CAD 15.00$ CAD 18.00$ CAD 20.00$ CAD 26.00$ CAD and more.
Canada
Very small Small Medium Big Very big
- Regular 4.00$ CAD 9.00$ CAD 10.00$ CAD 14.00$ CAD 19.00$ CAD and more.
- XpressPost 8.00$ CAD 14.00$ CAD 19.00$ CAD 26.00$ CAD 32.00$ CAD and more.
COD
- Regular 16.00$ CAD 16.00$ CAD 19.00$ CAD 21.00$ CAD 26.00$ CAD and more.

Note: COD (Cash on Delivery) is not available if you live outside Canada.

America
Very small Small Medium Big Very Big
- Expedited 10.00$ CAD 16.00$ CAD 20.00$ CAD 26.00$ CAD 32.00$ CAD and more.
- XpressPost 20.00$ CAD 27.00$ CAD 34.00$ CAD 42.00$ CAD 50.00$ CAD and more.

Note: Tracking numbers for United States : Very Small and Small parcels posted by expedited mail do not have tracking numbers. All the other parcels have tracking numbers.

International
Very small Small Medium Big Very Big
- Boat 7.00$ CAD to
9.00$ CAD
10.00$ CAD to
15.00$ CAD
16.00$ CAD to
25.00$ CAD
26.00$ CAD to
55.00$ CAD

56.00$ CAD and more.
- Plane 10.00$ CAD to
16.00$ CAD
17.00$ CAD to
30.00$ CAD
31.00$ CAD to
45.00$ CAD
46.00$ CAD to
99.00$ CAD
100.00$ CAD and more.

Note: Tracking numbers for international (countries other than Canada and United States) : Only Big and Very Big parcels posted by boat or plane have tracking numbers.

Payment

We accept VISA and MASTER CARD.

paypal logo You also have the option of paying with PayPal. On confirmation of your order, just send the payment to info@imaginaire.com through www.paypal.com.

For Canadian residents, cheques and money orders are accepted. Your order will be shipped upon reception of your payment.

For Canadian residents, cash on delivery (COD) is also accepted.

The final amount of your invoice is in Canadian dollars. It is possible to display the products’ prices in other currencies (Us dollars, Euros, Pounds Sterling) as you surf on our website. Those price are approximate.

Products prices do not include taxes, shipping or customs fees. Taxes will be automatically added to your invoice. Applied taxes depends on where you are living:
- GST and QST are applied for Quebec residents.
- Harmonized Sale Tax (HST) is applied for residents of these Canadian provinces: Nova-Scotia (HST 15%), New-Brunswick (HST 13%), Newfoundland and Labrador (HST 13%), Ontario (TVH 13%) and British-Columbia (HST 12%).
- For the rest of Canada, only GST is applied.
- Outside of Canada, there is no tax.

If customs fees are applicable, the recipient of the package will be responsible for them.

Delivery

We ship by Canada Post. When parcels reach another country, the postal services of that country take over delivery.

Time for delivery :

  Regular XPressPost
Quebec 2-3 business days 1-2 business day
  Regular XPressPost
Canada 2-7 business days
up to 14 days (Regions)
2-3 business days
up to 7 days (Regions)
  Expedited XPressPost
United States 6-10 business days 3-5 business days
  Boat / color="#FF0000">Plane XPressPost
International 4-6 weeks / color="#FF0000">6-10 business days 4-7 business days

Note : If order is placed before 12:00 PM Eastern Time, we ship your order the same day.
Note : The business days are from Monday to Friday; they do not include Saturday and Sunday, neither the Holidays.
Note : For International delivery and delivery to the United States, the delay for the customs clearance are not included because they are out of the control of the postal services (Canada Post, USPS and others).

Policy on returned parcels

  • If a parcel is returned to us due to an error in the address ( incommplete address, missing appartment number, postal code error...) the client is responsible for the return fee of said parcel.
  • If a parcel is returned to us because it was unclaimed, by the client, at the post office, he or she is still held resposible for the return fees.

In the cases stated above, if the client would like to have the parcel shipped back out to them, they will have to pay for the return fees as well as the fees to re-ship the parcel. If the client would like to be reimbursed, we will only reimburse them the value of the products (including sales taxes, if applicable). The transportation fees of the first shipping will not be reimbursed and the return fees will be deducted from the product reimbursement.

Reservations

It is possible to save on shipping fees by indicating that you will come and get your order at the store yourself. To do so, choose “Pay in store”. and indicate the date you will pickup your item(s). We will keep the items for you for a maximum of 2 weeks. If you wold like to pay-online and pick-up your item, choose “credit card” or “Paypal” payment, then choose “pick up in store”. We will keep paid items until you come get them it in store.

Return Policy

Imaginaire wants you to be completely happy with your order. This is why, if the product does not meet your expectations, you may return it within 30 days after the shipping date by sending it to the following address:

IMAGINAIRE
Centre Laurier Quebec
2740 boul. Laurier
Ste-Foy (Québec)
G1V 4P7

You may either ask for an exchange or a complete refund.

The invoice and the order notice are required with the product and you must pay for the shipping fees, as well as any loss or damage hazards.

If you receive your order and an item is damaged, you have 4 days after receiving the order to contact us by e-mail or by phone.

IMPORTANT NOTICE: You may not return products out of their original packaging or, in the case of books, damaged products. If L'Imaginaire hasn't shipped the right products or if they are received damaged or flawed, shipping fees and hazards will be covered by L'Imaginaire. Please note that you must use the services of a shipping company that guarantees loss and damage hazards to return the products.

IMPORTANT: COSTUMES EXCHANGE AND RETURN POLICY
- If the model does not suit you, if you want to change the size, or for any other reasons, you can return the costume and ask for an exchange or a refund. Please make sure that all the items are included in the bag. The costume must be mailed in the 5 days following the delivery of your order.

Accessories :
- Wigs, masks, hats, masquerade masks, gloves, tights, petticoat, make-up and make-up accessories are not refundable nor exchangeable for the sake of hygiene.
- Other accessories such as weapons, boots, may be returned if they are in their original packaging.

SATISFACTION GARANTEED OR YOUR MONEY BACK
When we receive the products, in the same condition as when they were shipped, any amount regarding these products taken from your account will be automatically restored, minus shipping fees.

Electronic Privilege Card ?

If you don’t already own one, you can obtain your privilege card simply by mentioning it in the commentary box while placing an order.

Placing an Order ?


While shopping on our website, all you have to do is click on the "add item" link below the items you want; you will then see the detail of everything that was put into your virtual basket. When you are ready to finalize your order, just click on the "checkout" button and fill in the blanks. Here is the detailed sequence:

1- Opening an account if you don’t already have one. (enter your contact info)
2- Fill in your email and password
3- Confirm your information
4- Choose payment method
5- Choose shipping method
6- Invoice
7- Transmission of receipt to your email.

Customs Fees?


If customs fees are applicable, the recipient of the package will be responsible for them.

Accepted Currencies :


The final amount of your invoice is in Canadian dollars. It is possible to display the products' prices in other currencies (US dollars, Euros, Pounds Sterling) as you surf our website. Those prices are approximate.

In store, we do exchange currencies: US dollars, Euros, Pounds Sterling, Swiss francs and Australian dollars. Buying and selling rates change every day. No fees are applied.

Alterned Shipping Addresses:


If you wish to ship to a different address than the one listed in your user profile, be sure to enter the correct shipping address in the commentary box at the last step of your order.

Privacy


The contact info you submit to us is strictly confidential and used by our store only. No information will ever be given to marketing companies.

I’m using a Mac and I get a security error while my payment is being made. Why ?


If you get the "Security Encryption Decryption ssl error", you simply need to update your browser. You will usually get this message while using internet explorer version 5.0. This bug has been fixed with version 5.1.

Why do I get a “cannot find page” error when I try to place an order?


This error message comes mostly from your browser not being able to use 128-bit encryption code. Simply update your browser to a newer version; here are some links to help you out: If you have internet explorer, use this link (windowsupdate.microsoft.com). If you use firefox, use this link (www.mozilla.org).