FAQs

How do I know if my order has been received?

When we receive your order, an Order Confirmation screen will be generated, issuing an order number. Please print out this page for future reference.

How and when is the stock delivered?

We aim for your delivery to be with you in 3-4 days from receipt of authorization notification.

What if I need an item delivered for a certain date?

Express Deliveries: For next day delivery, we would need to have receipt of your authorized order by 10am. The delivery rates vary for pre 9am, 10am and 12 noon respectively and the customer service team will advise you accordingly.

Please Note: Next day delivery is not always possible, but our customer service team will do their best to achieve your requirement.
Special delivery instructions: If your order is being delivered to a destination which has special delivery details and instructions, please provide as much detail along with the special instructions for the delivery, once your order is placed.

Change or Cancel an order?

If you wish to change or cancel an order that has not yet been dispatched contact our Customer Service team at 1-800-503-0449 any time between 9am and 6pm Monday to Friday EST, excluding public holidays. Please have the order confirmation number and date the order was placed on hand. They will be happy to cancel the existing order. If the order has been already been dispatched, we will look into each inquiry separately and advise of a suitable resolution.
Please note that sale and clearance items are considered final sale. We cannot provide any returns or refunds.

What should I do if an item is received damaged or broken in transit?

Please report any delivery, quantity or quality discrepancies to AirCanadaBoutique.ca@Staples.com within 5 working days of the delivery receipt. Otherwise, the delivery will be deemed to be without discrepancies and invoiced accordingly.

Help Desk

Placing Orders Online: Shopping for Air Canada branded merchandise products online is safe, secure and easy. Just follow these simple steps:
• Browse through the Air Canada Boutique by clicking on a department and then clicking on the products that interest you.
• Add items to your shopping cart.
• Register or verify your shopper information.
• Select your payment method and submit your order.
• Print your View Cart page or your receipt.
Browsing Through the Air Canada Boutique: There are two ways to shop through the Air Canada Boutique, by clicking on a department and browsing through the product assortment and by using the Search feature to find a specific product.
To browse the product assortment, click on one of the department links located on the left navigation bar. In some cases, when you click on one of these main departments a list of sub departments will be presented. If so, click on those sub departments to see products.
To use the Search feature, click on the Search box located on the top of the page. You will have the choice of searching by price or by keyword, or product name. Enter the information and click the button. For your convenience, search results will be presented as active, "clickable" links that connect with product detail pages.
Adding Items to Your Shopping Cart: Shopping the Air Canada Boutique is similar to shopping anywhere – you are in control.
In order to purchase an item, you must first add it to your shopping cart. To do this, click on the product you want to purchase from the product thumbnail pages. A detailed product description will be presented, along with a menu allowing you to enter the specific quantity you wish to purchase and/or to specify the size you want (if applicable). Current on–hand inventory is also displayed here.
Once you have selected the product and specified size and/or quantity, click the Add to Cart button. You will see the product appear in your Shopping Cart. This Shopping Cart will expand to include all of your selections and it also allows you to remove or update those selections by clicking on the Remove button or by clicking on the product name to take you back to the product detail page, where changes can be made. At any time, you can see an expanded version of the Shopping Cart by clicking on the View Cart button located at the bottom of the Shopping Cart.
Registering (My Account): In order to shop the Air Canada Boutique, you must be a registered user.
First–time shoppers will be prompted to enter information such as User Name and Password, name, address, e–mail address, and phone number. This information will default to your billing and shipping information. If your billing and shipping information are not the same, those may be changed when you are ready to complete your order. You can also change this information by clicking on the My Account button. Once you have registered, the catalogue will remember you each time you visit.
Submitting Your Order: When you are finished shopping, click on the Check Out button, located in the Shopping Cart. The Place Order page will be displayed. Verify your Billing Information and Shipping Information, displayed on this page. If these need to be updated, click on the appropriate Modify button and make the necessary changes. Click Save.
Verify the Shipping Method. Normally, ICS Ground Shipping is the default method. If necessary, make changes by clicking on the Modify button. Available shipping methods will be displayed in a drop–down box. Corresponding shipping cost estimates will be reflected in the Shopping Cart.
Verify the Order Information in your Shopping Cart and make any final changes. Enter your payment information and click on Place Order to submit your order into the eStore's secure ordering environment. Once you have placed your order, a purchase confirmation page will be displayed. From here, you may exit the Online Catalogue or continue shopping.
Printing your Receipt If you would like a printout of your Receipt, click on the Order History button located under My Account. Click on the specific order for which you want a receipt. A display of that order will be presented. Print this screen.
Exchange and Return Policy: Purchases are backed by our 60-day Satisfaction Guarantee. A full credit, not including shipping, will be given for merchandise returned within 60 days of receipt at your address, for any reason. SPP will replace, at no additional charge including shipping, any defective merchandise returned within 60 days. Please note that ALL returns require you to contact your Customer Care Team for a Returns Authorization Number prior to returning any product.
In Stock Catalogue Products: If an error in sizing or product has been made by Staples Promotional Products please call your Customer Care Representative at 1-800-503-0449 for a returns authorization number. SPP will make arrangements to have the package picked up and returned to our distribution centre. An exchange can be processed immediately for you. Once the package is received a credit will be issued for the original merchandise.
If you have made an error in sizing or product selections please call your Customer Care Representative at 1-800-503-0449 for a returns authorization number. You will be directed on where to ship the package to. You can select to have an exchange processed immediately or wait until the package has been returned and a credit/replacement is processed.
The following are not covered by the 60-day Guarantee and may not be returned unless defective:
• Custom imprinted items
• Discontinued items
Discontinued Product: All discontinued products are considered a final sale and returns will not be accepted. The Return authorization number MUST appear on the package or the shipment will be refused. The Air Canada Boutique Customer Service Team is available at: AirCanadaBoutique.ca@Staples.com or you can call and speak directly to a Customer Service Representative at 1-800-503-0449. Return information is printed on the back of the packing slip that accompanies your order.
Shipping Instructions: Delivery: Items that are in stock can be shipped within 2-3 business days from receipt of order. All items are shipped via ICS. ICS cannot ship to post office boxes or to APO/FPO addresses and does not deliver on Saturday.
Rush Orders: Call by 3:00 p.m. Eastern Time, and we will absolutely, positively guarantee shipment of product the same day - via Expedited Service of your choice on your ICS account.