FAQs

Orders

If at any time you need assistance or prefer not to order online, please email giftstore@butchartgardens.com or call our mail order department toll free within North America @ 1-866-652-4422. For International inquires please call 1-250-652-4422.

Business hours are Mon-Fri 8am-4:30pm PST. At this time, support is only available in English.

 

Ship to Another Address

If your order is a gift, you can write a personal message to the receiver on the Shopping Cart page under ‘Add a Note to Your Order’. A note card with your message will be placed inside the parcel. In the secure checkout enter the shipping address for the receiver then your address information under Billing Address.

 

Duties and Taxes

Canadian orders will be taxed based on applicable federal, provincial and harmonized sales tax rates based on the delivery address associated with your order. Where required, sales tax will also be applied to the shipping and handling charges.

International orders are subject to the customs duty of the country it is entering. This duty is paid by the receiver of the shipment upon delivery.

 

Shipping Methods & Costs

Shipping is calculated based on weight of the items and the destination location/country. Product prices are in Canadian currency. Total cost with shipping is totaled at the time of your order. 

 

Delivery Options

Orders are shipped Monday through Friday via Canada Post. The Postal Service will deliver your order to your shipping address or it will be held at your local post office for pickup. It is the responsibility of the purchaser to pick up any order within the time frame allotted by the post office. Items not picked up and returned to us by the post office can be reshipped once an additional shipping charge is paid. If preferred, a refund of the purchase price less the shipping charge can be made.

 

Expected Delivery Timelines

You will be quoted a specific delivery timeline at the Checkout based on your selected destination and the shipping methods available for the items in your Shopping Cart.

All orders will leave our warehouse the same day or 1-3 days after your order is placed.

 

Estimated delivery times for non-tracked air small parcels and tracked surface large parcels:

USA                                4 to 10 days Small Packet USA Air                 Surface not available

Australia/New Zealand   6 to 10 days Small Packet International Air     3 Months Surface

Europe/Asia                    6 to 10 days Small Packet International Air     6 Weeks Surface

 

Order Confirmation

Check your email. Order, account & shipping confirmations will be sent to your email address you provided regarding the status of your order. You will receive an order confirmation after your order is processed. Please keep this email for your records.

 

Damaged or Defective Items & Returns

In the event an item is damaged during shipment, or any item does not meet with your approval please contact us immediately. Email giftstore@butchartgardens.com or call our mail order department toll free within North America @ 1-866-652-4422.

For International inquires please call 1-250-652-4422.

Stay in touch