FAQ

Frequently Asked Questions

Creating an Account & Benefits

NEW CUSTOMER SIGN UP

For new customers, sign up for an account here

BENEFITS

  •        Participate in our Loyalty Programs for exclusive discounts and offerings. More information here 
  •        Easy reordering of items from previous online orders
  •        View the status of your order and track shipping
  •        Hassle free customer service with a registered account

Shipping Fees & Lead Time

FIXED RATE SHIPPING

Our parcel Fixed Rate Shipping for Canada will be calculated at checkout once a postal code is entered.
If you are in the US, please shop here 

See below for exclusions and restrictions to our fixed rate shipping.


EXCLUSIONS TO FIXED RATE SHIPPING

Oversize orders are not eligible for our Fixed Rate Shipping. Oversize orders are determined by dimensional size/weight and shipping destination – can include palletized orders. For these shipments, additional charges may apply. A member from our team will contact you to discuss additional cost prior to shipping.
 
Remote Locations are excluded from our Fixed Rate Shipping.  (Remote locations are postal codes that are difficult to serve with our carriers.) A member from our team will contact you to discuss cost prior to shipping.
 
*Some delivery restrictions may apply.

SHIPPING LEAD TIME

Orders are packed and shipped Monday - Friday 9am-5pm. Most stock orders in Ontario are shipped and delivered within 1- 2 business days from the order date. All other locations can take up to 5-7 days. Online Orders placed on weekends and select holidays are processed on the next business day. We cannot guarantee this timeline during the high season (September 1 – December 31).


SHIPPING CARRIERS USED

We use a variety of couriers, depending on which one can get it to you the fastest. The companies we use are Canada Post, Canpar, FedEx, Purolator UPS, A & B and Suretrack. For palletized shipments, other couriers are used, unless you request otherwise.

If you have your own shipping account with a local courier, please let us know as soon as possible in the Order Comments at checkout so we can try to accommodate your shipping method.


Rush Orders

PRIORITY PROCESSING

If you’re pressed for time, there is an option to expedite the processing of your order. For an extra fee, we offer Priority Processing at checkout.
 
Note: This is NOT priority shipping, priority processing means your order is placed at the front of the line for faster processing time.
 
See below for what this means for pick up or shipped orders.
 
Priority Pick Up Orders:
Place your order before 12pm (EST) Monday to Friday and your order will be ready for pick up the same day. If your order is placed after 12pm it will be ready by 11am the next business day.
You will receive an email when your order is ready for pick up.
 
Priority Shipping Orders:
Place your order before 12pm (EST) Monday to Friday and your order will be shipped out the same day. If your order is placed after 12pm it will be shipped out next business day. Shipping and transit times will not remain the same. This is not expedited shipping. It is only priority processing.
 
*Disclaimer: Priority Processing does not include weekends or holidays. Creative Bag will put forth its best effort to priority process orders if conditions are met, otherwise the Priority Processing fee will be refunded.
 
*Note: Special Order Products, Pre-Orders and Backorders are eligible for Priority Processing.

Pick Up Orders

PICK UP ORDERS

To pick up your order in store at Unit 1 – 1100 Lodestar Road in Toronto, ON. Please select the pick up option at checkout.
Pick Ups will be ready within 1-2 days during business hours.
Once the order is available for pick up, you will receive a READY FOR PICK UP email confirmation or call.
You can pick up during regular store hours here.

Note: If you have NOT received a READY FOR PICK UP email or call and show up in store, we still cannot expedite this process for you.


ABANDONED PICK UP ORDERS

Customers have 30 days to pick up their order once they are informed that it is ready for pick up. Creative Bag reserves the right to return all products back to our shelves after 30 days however we try our best to keep them available for 3 months.


Payment Methods

ACCEPTED PAYMENT METHODS

Major Credit Cards

  •        Visa
  •        MasterCard
  •        American Express

NOT ACCEPTED

  • PayPal
  • E-Transfers
  • Payment Terms (Creative Bag no longer extends the option for customers to apply for payment terms.)
  • Debit Visa (Acceptability can vary by cardholder’s bank)

CREDIT CARD CHARGES

When you place your order, we pre-authorize your credit card for the amount of your order. This means that we are holding this balance on your credit card for 7 days, however we have not yet taken the money. Once your product has shipped we will charge your credit card for the products shipped. Back ordered products will not be charged on your credit card until those are shipped. For security reasons you may receive a call from a member of our team for your credit card details in order to charge for the back ordered items if the 7 days have been exceeded.


Returns & Exchanges

RETURN POLICY

We do our best to sell top quality products. However, if you receive a defective product, please notify our customer service department immediately. All damage claims must be made within 30 days of receipt of goods. No returns will be accepted without prior authorization. If the customer has used third party billing, goods damaged in shipping will require the customer to make a claim with their shipping company directly, as goods are shipped FOB our dock.

All Food Approved items (anything labeled Food Safe, FDA, CFIA), Special Order, Clearance, and Seasonal Items (includes but not limited to Valentines, Easter, Halloween, Christmas, Hanukkah, Purim) are FINAL SALE and cannot be returned or exchanged.

  •         A 10% re-stocking fee applies to all orders that are returned on the customer’s behalf and are valid items for return.
  •         A 10% re-stocking fee applies to all orders that are cancelled after they have been invoiced and are ready to be picked up or shipped on the customer’s behalf and are valid items for return.
  •         Due to ministry regulations, FDA (Food and Drug Administration) products cannot be returned.
  •         Returns of valid products must be made within 30 days of the invoice date, with receipt. All returns will be refunded to the same method of payment on receipt.
  •         Returns for online orders can take up to 5 business days to show up on your credit card.

DAMAGE CLAIMS

All damage claims MUST be made within 30 days of receipt of goods.
If you arrange for delivery with your own freight account, you must make any damage claims directly with the carrier.


EXCHANGE POLICY

Exchanges must be made within 30 days from the date of purchase. Exchanges MUST be authorized by a member of our customer service team.
FINAL SALE items are not eligible for exchange. 
Product exchanges are not subject to a restocking fee if the exchange is of equal or greater value.


Out of Stock or Unavailable Products

ADD TO CART ERROR - ITEM WITH ETA

For items that are out of stock, you will not be able to add to cart for purchase. When products are out of stock, we work with our suppliers and try to provide an ETA. (Estimated Time of Arrival). In some cases, the date may not have been established and the product may be listed as TBA/TBD (To Be Announced/To Be Determined).

*Disclaimer: ETA’s are subject to change we will do our best to notify you as soon as possible. Our customer service team has access to the same ETA/TBD/TBA information that is provided on the website. We will work with our partners to provide updates and replenish supply as quickly as possible.


BACKORDERED ITEMS

If by chance, an item we do not have in stock is ordered, a member of our customer service team will contact you as soon as possible. You will be given an ETA and can decide if you would like to cancel the backordered items or have them shipped once available. The backordered items are subject to a secondary shipping charge.


Special Orders Products

SPECIAL ORDER PRODUCTS

All special order items have a lead time specified on the page when you placed your order. All orders containing stock and special order items will be shipped complete once special order items are ready. Should you wish to ship all stock items before special order items are available, there will be a second delivery charge. Special order items are nonrefundable.

*Disclaimer: All product pricing is subject to change without notice.


Sale Products

SALE PRODUCTS

  •       Sales does not apply to previously purchased products.
  •       Sale items are while quantities last, no further discounts can be given on sale products.
  •       Available in Canada only
  •       Not available on custom products

Custom & Promotional Printing

CUSTOM PRINTING

Providing high quality and professional printing services for a competitive price.

Please visit here for our Custom information page. 


CUSTOM DESIGN PRODUCTS

Customers can now design select custom products online. Once designed customers can click Get A Quote, a custom team member will contact the customer within 3 business days with a quote.


Sample Product

SAMPLES

We do not have a sampling program. Products must be purchased in the pack or case they are sold in. If you would like to physically view the product, please visit our retail store at 1100 Lodestar Road in Toronto, ON.


Sponsorships & Marketing

SPONSORS AND AFFILIATES

At this time, we do not have any running affiliate programs. We ask that our customers continue to tag us on social media where we can repost your images. We love seeing the creativity of our customers! These images become a part of our visual gallery on creativebag.com which can be seen on various parts of our website and when clicked, link to your social media pages.

Please tag us using hashtag #creativebaginspire so we can see your posts!

Instagram
Facebook

Pinterest

YouTube



Loyalty Program

HOW TO EARN POINTS

You will earn 1 point for every dollar you spend on your purchase.*

You can also earn extra points by doing the following:

  • 100 points for signing up for an account on our website
  • 25 points for leaving a review (post purchase you will receive a review email)
  • 50 points for including a photo with your review
  • 25 points for following us on Instagram
  • 25 points for liking one of our posts on Facebook

*Loyalty points are available online only. Cannot be earned/redeemed in store.


HOW TO REDEEM YOUR POINTS ONLINE

You can redeem your points for a discount during the checkout process. You can pick the amount of points you would like to use from the dropdown next to "Creative Points" in your shopping cart.

Every 100 points equals $4.00 of savings.

A maximum of 5000 points ($200) can be redeemed per purchase.


POINTS EXPIRY

Points will expire after 1 year of account inactivity.


Donations

DONATION REQUEST PROCESS

Rather than donating product to individual charities, we offer charities end column pricing (lowest listed price) on the items purchased, regardless of the quantity being purchased. If you see the prices online or in our store, you will receive the lowest price listed once approved.

Approval may take 1 to 2 business days and will be done by email with the following steps.

Please fill out this form and email it to mathew@creativebag.com. Adjusted pricing may be provided to registered charities for charitable events upon approval of this form.

*Along with this form, you must also submit a copy of a letter with the event information on your charity letterhead. We will email you back about approval of this form. Please note that each charity can fill out this form a maximum of once per year to be considered for the adjusted pricing.


Canadian Plastic Ban

WHERE CAN I GET MORE INFORMATION ON THE PLASTIC BAN

Please visit our Plastic Ban info page here for full details.

 


WHICH PRODUCTS ARE INCLUDED IN THE BAN?

The following items are While Quantities Last and will not be sold past December 2023.

Plastic T-Shirt Bags

Black Die Cut Handle Plastic Bags

Clear Die Cut Handle Plastic Bags

White Die Cut Handle Plastic Bags

Black Econo Flat Die Cut Bags

Teal Econo Flat Die Cut Bags

White Econo Flat Die Cut Bags

Please visit our Plastic Ban info page to view alternative packaging options.