Customers

I am a new customer, how do I sign up?

New accounts can be created here.

Shipping, Returns & Payment

How much does shipping cost?

Shipping rates for Canada will be calculated at checkout. If you are located in the US, please shop here.

Certain items are not eligible for our Fixed Rate Shipping based on their dimensional weight/size and shipping destination. Additional charges may apply.  

Remote Locations are excluded from our Fixed Rate Shipping. (Remote locations are postal codes that are difficult to serve with our carriers.)

How long will it take for my shipment to arrive?

Orders are packed and shipped Monday - Friday  9am-5pm. Most stock orders in Ontario are shipped 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).

What shipping company do you use to deliver our order?

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.

Am I able to pick up my order?

Yes, you can pick up your order in store during regular store hours.

PLEASE NOTE:

You will receive a ready for PICK UP email confirmation or call once your order is available for Pick Up.

Pick Ups will be ready within 1-2 days during business hours.

Can I pay extra to have my order rushed?

Yes, for an extra fee we offer priority processing option at checkout. Note: this is not priority shipping, it is priority processing, which means your order is placed at the front of the line.

Pick Up Orders:
Place your order before 12pm (Monday to Friday) and your order will be ready for pick up the same day. You will receive an email when your order is ready for pick up.

Shipping Orders:
Place your order before 12pm (EST) Monday to Friday and your order will be shipped out the same 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 efforts to Priority Processing Orders if conditions are met otherwise, the Priority Processing fee will be refunded. Fee for Priority Processing is subject to change.
The following items and order types are not eligible for Priority Processing: Special Order Product, Pre-Orders and Back Orders. 

What happens if some items are back ordered?

A member of our customer service team will contact you if any of the products ordered are not available. 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.

What is your 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.

Products

What does it mean when a product has an ETA (estimated time of arrival)?

Due to ongoing industry-wide supply challenges, unfortunately some products are out of stock.

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 establish and the product may be listed as TBA/TBD (To Be Announced/To Be Determined).

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.

• ETA- Estimated time of arrival
• TBD/TBA - To be determined/To be announced. This means we do not have an estimated arrival date.

 

Why are certain items pickup only?

Certain items such as glassware and tin are pick up only. These items are fragile and are pick up only to ensure their integrity. They can be ordered online and be picked up at our Toronto location - 1100 Lodestar Rd Toronto, Ontario M3J 2Z4.

If I call in will you put items on hold for me?

No, unfortunately we cannot put items on hold.

What if I would like to custom print a small quantity of paper bags or boxes?

For small quantity printing please read this information sheet.

How do special order items work?

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 or 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 non refundable.

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

How do sales work?

• Sales does not apply to previously purchased products
• Sale items are while quantities last
• Available in Canada only
• Not available on custom products

Donations

I have a non profit organization/charity can you donate product?

Thank you for considering us in your fund-raising event.  Rather than donating product to individual charities, we offer charities end column pricing (lowest listed price) on the items purchase, 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.

Samples

Do you have a sampling program?

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 view the product, please visit our retail store at 1100 Lodestar Road.

Rewards & Referral Program

Please visit here for our Rewards & Referral FAQ