Guide to Using Our Website
We are pleased to announce the launch of our business to business website: www.northplussouth.com
As a registered customer, on our website you can view our entire collection, place orders online, and
view your account.
This guide provides detailed information on doing business with us and using our website. Please read
through the following sections to get started:
About Us
Our Products
Contact Us
Getting Started Online
Your Account
Online Ordering
Stock Availability
Billing and Payments
Shipping
Claims
Terms and Conditions
Many answers to commonly asked questions are found on these pages. Of course, if at any time you
have a question, run into a problem, or would like to speak to someone, you can contact your local
sales agent. If you do not have a sales agent, please contact the head office. Contact details are
included below.
Please note that this information is also available online in our Customer Services pages and may be
updated there from time to time.
We hope that you find our website helpful and easy to use. As it is new, we welcome your feedback. If
you encounter any problems, please email us at [email protected].
About Us
Founded in 2007, north + south is owned and operated by husband and wife team Michael and Liz
Lunse, who are supported by sales agents and business associates across Canada and the UK.
Our business philosophy is simple and straightforward—look after what matters most: customers,
suppliers, and sales agents. We work hard to facilitate sales and communications with new
technologies while keeping a personal touch.
Our Products
north + south is an established wholesale distributor of quality greeting cards and stationery from
around the world. We bring variety to the Canadian greeting card market by sourcing unique products
from top designers working both north and south of the equator.
We carry a spectrum of everyday greeting card designs to appeal to diverse tastes—from traditional
and heartfelt to trendy and humorous*, from simple and colourful to sophisticated and exquisite. Our
seasonal offerings include cards for Christmas, Valentine’s Day, and Mother’s Day.
Our products are created to a high standard. Quality methods and materials are used in the printing
processes, and many cards have specialty effects and delicate hand finishing. The majority of our
products are also eco-friendly. Regular global research ensures our collections reflect new talent and
emerging trends, bringing retailers the latest in greeting card design.
*Contemporary humour may include risqué themes. Some love them, some hate them. We respect
both views and do not intend to offend anyone.
Contact Us
For general enquiries, please contact the head office in Okotoks, Alberta:
Toll-free
Fax
Email
855-982-2111
587-364-0024
[email protected]
The working hours of the head office are Monday through Friday, 9:00am to 4:00pm Mountain Time.
That said, we usually work extended hours. From time to time we are closed for holidays. Closures will
be posted in advance in the news section of our website.
For sales enquiries, please contact your local sales agent (details are available when logged into our
website). If there is no sales agent in your area, please contact the head office.
www.northplussouth.com 2 Getting Started Online
You must log in to access our complete website. To log in, use the user name and password that were
emailed to you upon successful registration.
For your security, please change your password. This can be done on the ‘Account User Information’
page in your account.
If you are a new customer, we require your credit card details to process and ship your orders. Please
go to the ‘Billing Information’ page in your account and follow the directions.
Your Account
When you log in you will be directed to ‘My Account’. In this section, you can view and amend your
account information.
My Orders
Here you can view your past and current orders placed on our website. Click on ‘View Order’ for an
itemised list of products, to view billing and shipping information, or to print the order confirmation.
Click on ‘Reorder’ to reorder items—you will have the option of selecting individual items and changing
quantities before checking out.
My Wish List
The wish list is a feature to help you keep track of cards that you like or want to remember for a future
order. Only you can view your wish list.
You can add products to your wish list when viewing products individually or in grid or list view. From
your wish list you can add select items or all items to your cart, or delete items from your list.
Account User Details
On this page you can edit the name associated with your account and the details you use to log in,
including your password.
Address Book
Your shipping and billing addresses are displayed on this page. It is important that we have your
correct and current information. Please visit this page to verify your details. If you need to make any
changes (now or in the future), please visit this page and click ‘Change’ under the relevant address.
Billing Information
It is important that we have your correct and current credit card details. New and existing customers
can use this page download the credit card authorisation form.
www.northplussouth.com 3 Online Ordering
Shopping
You can view all of our products on our website. In collections, our products are sorted by supplier,
such as Rachel Ellen and Cinnamon Aitch. In departments, our products are sorted by category, such
as Every Day Cards and Stationery.
Once you have selected a collection or department, you can view the products as a grid or as a list.
Either way allows you to add a product directly to your basket or wish list, or to click on an individual
product to view a larger image. Remember, the minimum order per item is 6 and items must be
ordered in multiples of 6 (for example, 12, 18, 24).
After you have added an item to your cart you can continue shopping or checkout. Click on your cart at
the top right of the page to view your cart or to checkout.
Prices
All prices are per item and are in Canadian dollars, not including tax. Prices are updated from time to
time and are subject to change without prior notice, although when possible we try to notify
customers. All products are shipped at the price in effect at the time the order was placed.
Check Out
Once you begin the check out process, you will be asked for your billing and shipping addresses. The
default addresses are those saved in your account. If you need to change your address, please visit
your address book to update your details.
Next, you will be asked about a shipping date. You can place your order for immediate shipping or
future shipping. Please see the below section on shipping for more information, including charges,
timelines, and multiple orders.
Third, you will be asked for a Purchase Order number. Please complete this if applicable to you. If not,
please leave it blank.
In the last step of the check out process, you will be able to view your order and make changes. Please
note that payment is taken separately from the web ordering process through our operations system.
When you are happy with your order, click ‘place order’. You will see a confirmation message and be
given the option of printing your order confirmation. This confirmation is an acknowledgement that
your order has been placed through our website. Orders are processed separately via our operations
system. You will receive an invoice once we have processed and confirmed your order in our
operations system.
www.northplussouth.com 4 You can go back to an earlier step at any time in the checkout process by hitting the ‘back’ button or
exit the checkout process by choosing a link at the top of the page.
Order Processing
After submitting your order on our website, you will receive a confirmation email. The order will also
appear in your account. This email confirmation is an acknowledgement that your order has been
placed through our website.
After your order is submitted, your agent and the head office are notified. We will then start processing
your order, which happens separately via our operations system.
If your order is for immediate shipping, our first step is to check stock availability. Next, we fill and ship
your order. Tax and shipping charges will be calculated and applied at this time. An invoice will be
shipped with your order and emailed to you.
If your order is for future shipping, we will log your order into our system. At this point your order is
considered to be a firm order. Tax and shipping charges will be calculated and applied when we ship
your order. An invoice will be shipped with your order and emailed to you.
Note that you can check the status of your order at any time by logging into your account.
Stock Availability
Our Stock
We aim to carry top products by top designers, and we are always looking for the latest and the best.
Consequently, our stock changes at a fast rate. While we carry classic designs that are longstanding
fixtures in our collection, many cards have a short life span. On occasion, we will resurrect a
discontinued product if there is demand and we can still source the product.
Online Stock Information
Our website is updated several times a day and most of the time accurately indicates if an item is in
stock. However, there may be times when the website’s stock information is incorrect. In times of high
demand we may run out of stock between when you place your order and when we fulfill it.
Back Orders
You don’t like them, we don’t like them. We strive for all our orders to be filled at over 90% product
availability. When it is not possible for us to fulfill your order, we will move your items to a future dated
order (if you have one in our system) OR indicate that the item is out of stock on your invoice and
recommend you order it next time.
www.northplussouth.com 5 Billing and Payments
When you receive an order confirmation from the website, the total amount is only an estimate. An
invoice will be shipped with your order and emailed to you. It will state the final amount for your order,
including shipping and taxes.
Payment is not processed on our website. After your order has shipped, payment is collected based on
the terms of your account.
For more information about payments, including minimum orders and terms, please see our Terms and
Conditions of Trade (below).
Credit Cards
We do not hold your credit card information in our website or operations system.
If you have previously used a credit card to make a payment with us, our service provider (Chase
Paymentech) will have your details on file in their secure environment. We will continue to use your
details for future payments until you advise us otherwise.
To process your payments in a timely manner, we need to be kept abreast of changes to your credit
card details. You can update your details on the ‘Billing Information’ page in your account.
Shipping
Single and Multiple Orders
Each order that is placed through our website will be packaged, shipped, and invoiced as a single
order. If you would like your order to be split up into parts with different shipping dates, then you must
create an individual order for each part.
Timelines
For immediate orders, we aim to ship all orders within 3 working days from the date of receipt. Many
orders leave the next working day, but delays do occur due to exceptional circumstances or if we need
to discuss your order with you.
During the check out process, you will have the option of specifying a later ship date for your order.
We will endeavour to send your order on or near this date. We will contact you if we need to adjust
your requested ship date by more than 10 business days.
Carrier
Our carrier of choice is CANPAR. We will use Canada Post if you are in a remote location. Once your
order has shipped, CANPAR or Canada Post will email you with tracking information.
www.northplussouth.com 6 Charges
Shipping is complementary on orders with a total product value over $500.00. In this instance, an
order is considered to be a single shipment sent to a single address within Canada.
For orders under $500.00, shipping charges vary but seldom exceed 5% of the order value. Shipping
charges are calculated at the prevailing rate on the day we ship your order.
Shipping to remote locations will incur a surcharge. The surcharge will be added to all orders, including
those over $500.00.
Note that we reserve the right to adjust our shipping policy, including shipping charges and times.
Claims
Returns
All sales are final. If you receive an incorrect shipment, you must report this to us within 5 working
days of receipt for replacement or refund. In the event of a customer error, we may agree to an
exchange. In this case, return shipping and a 20% re-stocking fee will be charged. All returns must be
in saleable condition, with customer stickers removed.
Lost Goods
In the unlikely event that your order is lost in transit, please contact us within 10 working days of
receiving the dispatch email from CANPAR or Canada Post.
Damaged Goods
If you receive goods damaged in transit, you must report this to us within 5 days of receipt for
replacement or refund. Please retain the damaged goods and packaging until your claim is resolved.
Terms and Conditions of Trade
Accounts
All new accounts must pre-pay by credit card (MasterCard, Visa, or AmEx). Terms will be considered
after a minimum of three orders have been successfully processed. For established accounts, payment
is due 30 days net from the date of invoice. Interest will be charged on overdue accounts.
Products
Cards are normally packed in units of six. All products are subject to availability.
www.northplussouth.com 7 Prices
All prices are in Canadian dollars and are subject to change without prior notice. All products are
shipped at the price in effect at the time the order was placed.
Orders
Minimum opening order is $250.00. We reserve the right to decline any order and will notify you in this
instance.
Shipping
Shipping is complementary on orders with a total product value over $500.00 (an order is considered to
be a single shipment sent to a single shipping address within Canada). For orders under $500.00,
shipping is for customer’s account. Shipping charges are calculated at the prevailing rate on the day we
ship your order. Shipping to remote locations will incur a surcharge, including orders over $500.00.
Claims
All sales are final. In the event of a customer error we may agree to an exchange, in which case
shipping and a 20% re-stocking fee will be charged. Defective products or incorrect shipments should
be reported within 5 working days. Lost shipments should be reported within 10 working days of
receiving our dispatch email.
Copyrighted Product
All products offered by north + south are copyrighted by the individual publishers. All rights are
reserved. No product/design may be copied or reproduced in any form without written permission from
both north+ south and the original publisher/manufacturer.
Legal Name of Business
We are incorporated in the Province of Alberta as north + south distributors 2012 ltd. We trade as
north + south distributors ltd. We market as north + south.
www.northplussouth.com 8