Frequently Asked Questions

Questions About Shipping

Where Do You Ship To?

We ship across Canada – to all 10 provinces and 3 territories, United States and to the locations of many British Expat’s living abroad.

What Carriers Do You Use To Ship Products?

We use ground transportation via Canada Post or the many local and Large foreign couriers our customers depend on.

What Are Your Shipping Rates?

Shipping rates are calculated as follows based on before-tax cart values:

  • The purchased products size and weight are electronically sent to our main shipping partner in Canada – Canada Post – which asks for you shipping location then returns a real-time rate quote while you are in the Shopping Cart or Checkout forms. Some locations and product combinations may require a more detailed rate quote which is where BGW presents the Option of having a Customer Service person prepare your order then contact you with options which may be:  Lowest cost but take more than 7 days for delivery, special packaging types, Air Freight etc.

How Long Does It Take To Get Products?

Typically it takes 2 -7 days depending on Canada Post and how far away you are from urban centres.

Can I Pick Up Items From Your Store?

Of course you can. Just use the online store to place your order, and then select pickup from a store while you are checking out. We need about two hours to collect your order but you can come by and pick it up. See our store hours at the bottom of this page.

Questions About Your Order

How Can I Pay For My Order?

You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us. We also take fraud very seriously too, so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer. If there is no payment details saved to your account, then you’ll be asked to enter them when you click ‘Checkout’.

My Order Has Not Been Delivered Yet?

Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive. It’s also worth checking if there’s any local delays in your area. You’ll be able to follow your order if it’s been sent with a trackable service. You will be able to follow the process by logging into the ‘My Account’ section of the site.

I’m Missing An Item From My Order

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you’re not missing anything.

Can I Exchange an item?

If the item is out of stock then a refund will be processed instead. If you want a different item, the item you want is sold under a different product code, or the item you want is a different price to the price at which you bought the original product, then you’ll need to return the unwanted item for a refund and place a new order.

Can I Return An Item?

We want you to be satisfied with your purchase. If you are not satisfied with your purchase, we will gladly refund your cost of goods you have purchased less freight charges. We will only ask you to pay for the return freight. However, you must notify us within 3 days of receipt of goods.

  • Defective Merchandise: If you have received defective merchandise by mistake, upon receipt and inspection, we will exchange the goods and even pay for your return freight. Anything under $25.00, just send us a photo of the defective goods. Over $25.00, we would request you to send us the defective merchandise.
  • Damaged Merchandise: If you receive goods which are damaged in transit, we will exchange/replace the goods. Anything under $50.00, just send us a photo of the damaged goods. Over $50.00, we would request you to send us the damaged goods back.