Customer Service

The terms listed under 'Place an Order', also regarded as the 'Terms' are applicable to all purchases made through this site. 'Banff Gifts & Souvenirs', 'we', 'us' refer to Donclath Holdings Ltd. By placing orders through this site, you agree to the following terms and conditions.

The terms and conditions may undergo changes periodically, and any changes will reflect on this posting. You are requested to visit this page and check the current terms and conditions, as they are binding on you. Consistent usage of the site will mean that you accept the changes. 

Step1: Browse through our online catalog of products and select the product that you wish to buy.  Click 'Add to Cart'.

Step 2: Choose the shipping method and the shipping address where you would like your purchase to be delivered. We do ship worldwide, but there may be additional charges to ship to specific areas and regions.

Step 3 : Select your payment method. We accept a range of cards, like Diners Club, American Express, Discover, JCB, Visa, MasterCard, PayPal and Diners Club. If you have a new a card, you will be required to re fill in your billing address and card information.

Step 4: Review your order and submit it. We will verify your shipping, billing and payment information before working on your order. You have the option of reviewing the items and the shipping details of your order. 

What after the Order is Submitted?

You will receive an e-mail confirmation of the order to the same e-mail address that you will use to login to the account on our website. When your order is shipped, or if extra shipping is chargeable, Banff Gifts &Souvenirs will notify you by e-mail.

To check the status of your order, click on My Account, and you will be asked for your e-mail address and password.  You can then login and check, or you can call +1.403-762-4661. 

The best way to purchase any product from our website is payment via a credit card. For a credit card payment, we will ask you specific, relevant information we require for the various authorisation and verification process of the purchase. We regret to inform you that we will not be able to execute your order until the authorisation and verification processes are cleared. 

Charging Your Credit Card:

As soon as your order is processed, we process your credit card. Once the order is shipped, delay in the shipment or installation will not relieve you of your obligation to accept any charges for the particular transaction.  

Banff Gifts & Souvenirs may go for litigation in the case of payment disputes. If your credit card company refuses payment, we may delay the shipment, or cancel the order outright. Additionally, we may deduct any sums that you owe us from any amount due to you. In addition, we will be entitled to reasonable costs that we incur for collection, including legal fees. 

Credit card security is foremost in our minds, and we appreciate the care that our customers take about their personal and critical information.

We do not store credit card numbers(s) on our customer's profile. You will need to re enter your credit card information during every order you place with us.  

Provided your orders are in stock, we will ship your orders within three business days, post the receipt of your order and credit card verification. We ship all our orders via Canada Post from Banff, Alberta, Canada.

The EDD (estimated delivery dates) are calculated based on which orders are received Monday to Friday, holidays excluded. We do not ship or deliver any orders on holidays and weekends. Moreover, we cannot guarantee the delivery date and time for any order.

No free shipping on Squishmallows.

If you find that our shipping options and prices are not suitable to your order, please contact us at: info@banffgifts.ca 

Within Canada:

We are pleased to offer FREE SHIPPING* within Canada on purchases of $100 or more before taxes.

Shipping Surcharges: Certain remote areas within Canada have limited delivery service and this results in a high shipping cost. We are unable to offer our free shipping to these areas but do have competitive rates with Canada Post that you can take advantage of. Once we receive your order we will contact you with the shipping surcharge. We apologize in advance for any delays or inconvenience this may cause.

*selected large and/or heavy items/packages are exempt from the free shipping.

*No free shipping on Squishmallows.

Shipping Method:  Canada Post Regular Parcel, unless the customer has specified other manner.

Estimated Arrival Time: 2-9 business days from date of shipment.

Shipping to the United States:

Shipping Method:  Canada Post Regular Parcel, unless the customer has specified some other manner.

Estimated Arrival Time:  4-8 business days from date of shipment.

Any duties or taxes levied on packages arriving from outside the United States are determined by U.S. Customs and Immigration and will have to be borne by the recipient.

Shipping to an International Address (outside Canada and the U.S.):

Shipping Method:  Canada Post International Parcel Air or Surface, unless the customer has provided some other manner.

Estimated Arrival Time: 1-3 months (business days) from date of shipment.

Any duties or taxes levied against packages arriving from outside the destination country are determined by local Customs and Immigration agencies and will have to be borne by the recipient.

As soon as we receive your order, and once the payment is approved, we ship the order. Therefore, we cannot guarantee that you can cancel an order once played with us. However, if you no longer want the product you ordered, do not accept the shipment and write 'Return to Sender'. We will refund you for the full price of the items and tax, if it were applied. However, we cannot refund shipping fees, unless what you got were damaged goods, or wrong deliveries. You would need to write 'Returns and Exchanges' in such situations.

In cases of international delivery, please write 'Return Canadian Goods' to avoid custom charges and duty. 

We strive to offer only those items that we have currently in stock on this website. In the case that an item you order is not in stock, we will notify you via an e-mail. We will further ask you whether we should follow up with an e-mail when the out of stock item you purchased returns to in-stock status. You need to reply to the e-mail with your decision, as we will not ship your order unless you reply to the e-mail and re-order the item. We cannot provide you with a date when a particular out of stock article returns to stock. 

We collect sales tax from customers as is required by the with the Provincial and Federal legislation. 

Doncath Holdings Ltd. operates under the name 'Banff Gifts & Souvenirs' online, at www.banffgifts.ca.

Prices:

The prices listed on the website for a particular product is the price that the product is available for, at the time we receive your order. We change the prices from time and time. It is also possible that there is an error in the pricing of a particular product. We will contact and notify you in such cases before the item is shipped. All prices are in Canadian dollars. The prices on the website are exclusive of sales tax and shipping charges.

Orders:

You must place your order using the order form that the website provides. It is necessary for you to provide all the information that is requested by the form to proceed. These orders are subject to acceptance by Banff Gifts and Souvenirs.

For more information and any clarification about placing an order, refer to the section: How to Place and Order.

Returns and Exchanges:

We strive to provide quality products and keep customer satisfaction as our highest achievement. If you would want to return any product you bought via the website, we honour a fourteen-day return and refund policy. You may return your item(s) within fourteen days of receiving your shipment for either exchange of items or full credit. We would require the original sales receipt for all returns and exchanges. We also require the items to be in the original packaging and in a resalable condition.

If the item(s) sent back to us is from a region outside Canada, please indicate "Return Canadian Goods" on the package to avoid duty and custom charges.

Returns and exchanges must be prepaid, and customers are responsible for return postage for an exchange.

Limitations of Banff Gifts and Souvenirs Liability:

Banff Gifts and Souvenirs will not be liable for any special, indirect, consequential damages that are a result of the use or inability to use this site, or from the purchase and use of products available on this website. This is true, even in the case that Banff Gifts and Souvenirs or a Banff Gifts and Souvenirs representative has been advised of the possibility of such damages. The total liability of Banff Gifts and Damages for all damages, losses, and acause of action (in tort, contract or legal theory) shall in no event, exceed the amount that you paid for the product purchased on the site.

Governing Law and Jurisdiction:

These terms are in accordance with the laws of the Province of Alberta, and are exclusive of its choice of law rules. The courts in Calgary, Alberta have the sole jurisdiction and venue of any legal proceedings.

If any of these provisions are held by a court of law, or other tribunal with competent jurisdiction to be unenforceable, these provisions shall be limited, or eliminated to the minimum extent necessary. These terms shall remain in full force and effect otherwise. The prices, product descriptions and other illustrations can be changed at any time, without prior intimation. The inventory of some items limits itself to the amount of supply in hand.

For information about the use of any critical and personal information provided to Banff Gifts & Souvenirs when you use this Site, please review our Privacy Policy.