Canadawide Scientific

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PLACING AN ORDER

How do I place an order?
Enter the quantity of each item you would like to order, and select Update Cart at the bottom of the page. When you are done, select Checkout. This will take you to the first step in the checkout process.

The item I want to order is not on the list. Why?

All of the items available for order are listed on the website. If you require assistance with finding an item, please email [email protected], or call 800-267-2362 x241.

I cannot access my cart. Why?
You likely have another order that is pending approval. Once your CATSA Representative reviews your order, you will receive an email from the system and will be able to access your cart and place another order. If you do not have an order pending, please Canadawide contact customer service by emailing [email protected], or call 800-267-2362 x241.

Do any of the products have expiration dates?

Yes, the following products expire. Please take into account the shelf life of these products (shown below) when placing your order.

• Battery for HHMD, Li-Polymer, 9V 520mAh — 3 months / 100 charges

• Isopropyl alcohol solution in spray bottle — 2 years (labeled)

• Alcohol wipes — 2 years (labeled)

• Hand sanitizer refills — 3 years (printed on top of the container)

• Alkaline batteries — 10 years

How do I place orders for multiple airports?

After you log in, you will see a list of the airports for which you have been associated with. If you are responsible for ordering for multiple airports, it is essential that you select the correct airport before moving on to the next step. If you have selected the incorrect airport, and have already filled your cart, please do not continue and do not change the shipping address. You must clear your cart, log out, log back in, and select the proper airport.

The airport I need to order for is not listed when I log in.

Please contact Canadawide Scientific by phone (800-267-2362) or email ([email protected])

How do I check out?

Click the image of the shopping cart at the top right-hand side of the page. Once you have verified that the items in your cart are correct, click Next Step at the bottom of the page. Edit the ship-to address, if necessary. NOTE: If you are ordering for a different airport than is displayed on this page, you must log out and re-select the correct airport.

Select your shipping method (rush/standard) click Next Step at the bottom of the page. Click Submit Order.

At Step 3 of 3: you may select to make this exact order a re-occurring order. Please refer to the Recurring Order section below.

When should I select the “Rush” shipping method?

Only select Rush if there is a concern that you will run out of stock before an order sent by standard shipping would arrive. On most orders, the shipping method selected should be Standard. CATSA incurs extra shipping charges when you select “Rush”.

ORDER CONFIRMATION

Will my order be processed immediately?

No, CATSA must approve your order before Canadawide can process it. After you checkout, an email will be sent from the system notifying CATSA of your order.

Who will review my order?

The CATSA Representative for your region will review your order. You will receive an email from the system once the review is complete, informing if your order was approved, declined or modified.

When will someone review my order?

Your CATSA Representative will review orders on a timely basis. If you have not received a notification within three business days, please contact your regional CATSA Representative.

What happens if I order something that is not in stock?

Rarely, if ever, will you encounter a situation where an item you order is not in stock. However, if this were to occur, you would receive an email notifying of a delay to your order along with the estimated shipping date(s) for any item(s) affected.

CHANGING AN ORDER

Can I change my order if it is currently pending approval?

Orders pending approval cannot be changed online. If you need to add or remove items from your pending order, please email [email protected] and copy your CATSA Representative.

Can I place another order while my current order is awaiting approval?

You cannot place a new order if there is an order for your airport awaiting approval in the system. This is intentional and prevents duplicate orders being placed on your site. To make changes to an existing order, please follow the guidelines above.

Can I change an order that has already been approved but not shipped?

We process orders very quickly, but there is a possibility that your order may be changed. Please call 800-267-2362 x241 to speak with Customer Service to determine if your order can be changed.

ORDER PROCESSING

How do I find out the delivery date for my order?

Once an order ships, you will receive an email outlining your order number, the carrier, tracking number and the delivery date. Please use the courier`s tracking application to find the most accurate estimate of time of arrival. You can also review the status of orders online (see below).

How do I check on the status of my order (an order that has not yet shipped)?
Click My Account at the top of the screen and select Orders in Progress.

How do I check on a previous order (orders that have already shipped)?
Click My Account at the top of the screen, and select Order History.

What if my order is not delivered within the normal timeframe for my site?

If your order does not arrive as expected, please email [email protected] and copy your CATSA Representative. If you have any questions about the normal processing and delivery times for your site, please email [email protected] to inquire.

RECEIPT OF GOODS

What do I do when I receive the goods?

You must verify the shipment and confirm to CATSA that you have received all of the items you ordered and that they are in good condition. Specifically, you must:

• Remove the packing slip from the shipment

• Count the quantities received and compare it against the quantities ordered.

• List any differences between the items/quantities ordered and items/quantities received on the packing slip

• Print and sign your name on the packing slip.

• Scan and send the packing slip to [email protected]

What do I do if the shipment arrives and it does not match my order?

If a shipment arrives and there is an error, please:

Send your confirmation of delivery email to [email protected] as usual, remembering to identify the item(s) where the quantities received were different from the quantities ordered.
If you receive goods that you did not order, or a greater quantity than ordered, please also notify Canadawide and initiate the process to have the goods returned. Send an email to [email protected] and cc: your regional CATSA Representative and [email protected] to inform of the error in your order. Canadawide Scientific will arrange for the pick-up and return of goods as required.

What do I do if the shipment arrives and goods are damaged?

If a shipment arrives and items are damaged, please:

Send your confirmation of delivery email to [email protected] as usual, remembering to identify which item(s) are damaged.
Notify Canadawide by initiating a process to have the goods returned. Email [email protected] and cc: your CATSA Representative to inform them some goods have been damaged during shipment. Canadawide Scientific will arrange for the pick-up and return of the goods as required.

RECURRING ORDERS

How do I set up a recurring order?

To set up a recurring order, select your desired items from the item list and click Checkout. After reviewing your selected items, select Standard Shipping and continue to the final checkout step (3/3). Check the box Make this a recurring order at the bottom of the page, and select the frequency and date range for the reoccurrence.

Why would I set up a recurring order?

If you regularly order the same type and quantity of supplies on a consistent schedule, setting up a recurring order may help with the administration. However, please note, once you set up a recurring order, you cannot change or stop it without contacting Canadawide and you will not receive a reminder prior to a recurring order being sent for CATSA review or processed by Canadawide. We do not recommend you set-up the recurring order feature for orders items where your item quantities and order frequency vary.

How do I modify or stop a recurring order?

Please contact Canadawide Scientific at 800-267-2362 x241 or email [email protected] to modify a recurring order.

CONTACT INFORMATION

Who do I contact if I have a question or am experiencing issues?
Please contact Canadawide Scientific at 800-267-2362 x241 or email [email protected]. Depending on the nature of the question or issue, you may be asked to contact your CATSA Representative.