Back Customer Support and FAQ’s

Frequently Asked Questions
Start here to find answers to your questions. Learn everything you might want to know about The Bradford Exchange, our ordering, shipping and billing procedures, our outstanding guarantees, how to care for your collectibles, and much more!

  • Billing Information
    • When is my credit card charged?

      A: Your credit card is not charged until your item is selected for shipment from our warehouse. When paying in instalments (available only for select items), subsequent instalments will be charged to your credit card about every month until payments are complete. We accept VISA and MasterCard for payments of your online order.

    • About instalment payment plans

      A: Instalments are the affordable way to shop because they spread the total cost of an item over several months. When instalments are available, the number of instalments and price per instalment will appear on the item detail page. (Note: not all items are available for instalment payments.)

      Your instalments are charged monthly directly to the credit card that was authorized at checkout. We do not charge interest on instalment plans. Your first instalment will be charged when your item is selected for shipping from our warehouse.

      For example, if you purchase an item that costs CDN $79.95 through the Instalment Plan, you then have the option to pay for that item in four separate instalments of CDN $19.99 each.* Your instalments are charged monthly, directly to the credit card that was authorized at checkout. Your item will be shipped to you once your first instalment is paid in full.

      *Plus Shipping and Service and any applicable tax

    • About instalment payments for collections ordered by subscription

      A: Instalments are the affordable way to purchase a collection. Your instalments are charged about monthly, directly to the credit card you authorized at checkout. We do not charge interest on instalment plans. Your first instalment will be charged when your first item is selected for shipping from our warehouse.

      If you buy a collection via Subscription Plan on the Instalment Payment Plan, the next issue in the collection will be shipped after all instalments for the previous issue are paid in full. This makes collecting both convenient and affordable. When paying for the first issue by credit card, all subsequent issues in your collection will be charged to the same credit card. This holds true when purchasing a collection via phone, mail or online.

    • When is sales tax charged?

      A: By law we are required to collect sales tax on Bradford Exchange and affiliated companies' items. The tax charged is based on the location of the shipping address within Canada.

    • Billing for collections ordered by subscription

      A: When paying for the first issue in a collection by credit card, all subsequent issues in your collection will be charged to the same credit card. This holds true when purchasing a collection via phone, mail or online.

    • Important debit card information

      A: If you are using a debit card to make payments on a collection purchased with our Subscription Plan, please be aware that issues in a collection may be shipped and billed to you more often than just once a month.

      This could cause an overdraft on some accounts. To avoid this, please make arrangements to avoid any overdrafts. We're sorry, but we cannot be responsible for any overdraft charges should this occur.

    • How to check status of your payment

      A: You can check the status of your payment online 24 hours a day, 7 days a week, for any item ordered online, by phone or by mail from The Bradford Exchange. Just tap here.

  • Shipping Information
    • Shipping methods

      A: Each item ordered will be charged a shipping and service charge. The standard shipping and service charge is displayed on the item detail page next to the price of the item, as well as during your checkout process.

      With standard shipping and service, you should generally receive your item within 3 weeks, but it could take up to 6 to 8 weeks. If an item has a delivery timeframe beyond this, it will be stated on the item detail page. To find the shipping timeframe for any item on the site, simply add it to your cart and click the "Shipping & Delivery" options link on the View Cart page.

      Shipping and service charges include apportioned shipping, order processing, returns processing, credit services, customer service and other costs related to serving you at your home.

      Shipping Method Shipping Time* Shipping Cost
      Standard Varies by item Varies by item
      Express Within 5 business days** Standard + $9.95

      *For orders placed after 3:00 P.M., Central Time, please add an additional business day for delivery.

      **Within 5 business days to Major Urban and Non-Major Urban Centres. Please allow additional time for Canada Post delivery to Northern Regions and Remote Centres. Express Shipping may not be available for all items on our website.

      Please note there is no weekend delivery.

    • Shipping your collection by subscription

      A: Usually, each issue in a collection is billed and shipped separately to you, approximately every month or two after each previous issue is shipped and paid in full. All subsequent issues will be charged to the same credit card as the first issue. If you order Express Shipping, it only applies to the first issue within your collection. Subsequent issues will be shipped via Standard Shipping.

    • Check status of shipment

      A: You can check the status of your order or return online 24 hours a day, 7 days a week, for any item ordered via the Internet, phone or mail from The Bradford Exchange. Just tap here.

  • Returning an Item
    • About returns or exchanges

      A: To return an item for an exchange or refund, it must be returned within the specified warranty period. All items should be returned in the original package.

      If the original package is not available, we encourage you to pack the items securely.

      In order to return an item at no cost, you must use the Return Information Card and Prepaid Return Label that was enclosed with your order, which can be found with your shipment documents, inside of the shipping box or outside of the box in a plastic document sleeve. If you do not have a Return Card or Prepaid Return Label, please tap here to request them. Or if the package is unopened, you may write Refuse/Return to Sender on the outside of the package and place the return in any Canada Post mailbox.

      When we receive your return we will promptly issue an exchange, replacement, or refund via a check or a credit to your credit card, if a refund is due. Credit card processing rules ONLY allow us to refund the credit to the card that was used to make payment. To issue a credit to another card or to refund this payment is prohibited under these rules.

      Please include your Return Information Card inside of the returned package, explaining the reason for return, as well as your full name and mailing address. All original documents received with your item must also be returned. All returns, using our Return Information Card and Prepaid Return Label, will be sent via Canada Post to our Returns Centre at 2080 Piper Lane, London, ON, N5V 3N6.

      Please note: We do not reimburse postage for items returned by methods or carriers other than the Canada Postal Service.

    • Broken items

      A: If you received a broken or damaged item, the entire contents of that particular shipment must be returned for a replacement within the specified warranty period using our Return Information Card (see related information above).

    • Duplicate orders

      A: If you receive a duplicate order, please return the duplicate to us using our Return Information Card (see related information above).

    • Check status of returned items

      A: You can check the status of your return online 24 hours a day, 7 days a week, for any item ordered via the Internet, phone or mail from The Bradford Exchange. Just tap here.

      Orders and returns sent using our Return Card and Prepaid Return Label can take from 10 to 15 business days for transit and processing before they appear online.

  • Placing an Order
    • Ordering items not on our Web site

      A: Items that are not available on our Web site may be ordered by e-mail, by ground mail or by phone. You may reach our Customer Service department toll free at 1-866-285-0932. A representative will gladly take your order. For your protection, do not include your credit card number if you are initiating a product order by e-mail.

    • Can I order just one issue in a collection?

      A: Yes, you may order just one issue from most of our collections by calling 1-866-285-0932. A representative will gladly take your order.

    • Placing orders outside of Canada

      A: This site services Canadian customers only.

    • Our guarantee policy

      A: Our guarantee is the best in the business: up to 365 days on select items! If for any reason you do not wish to keep any item ordered from us, we guarantee that you may return it to us for a full refund. If you use the Return Postage Label we provide to you in the original packaging of each product, even your return postage will be free.

  • About Collectibles
    • Caring for your collectibles

      A: For most collectibles we recommend dusting with a soft cloth, a small, soft paintbrush or makeup brush, or using the spray designed for computer keyboards, which emits puffs of air to remove dirt and dust particles from small spaces.

      Items made of hand-painted porcelain may be cleaned with a mild soap-and-water solution, then rinsed in clear water and carefully dried by hand. However, if they are decorated with simulated jewels, feathers, fabric or leather, they should be hand dusted only. Limited-edition collector plates are for display purposes only. They should never be used for serving food because of the rare metallic pigments fired into the plates for color fidelity.

      Never wash any of your fine collectibles in a dishwasher. Avoid placing your collectibles in direct sunlight for long periods of time, and always handle them with care.

    • About limited editions

      A: Many of the items featured throughout our Web site are issued in limited editions. Editions may be limited by:

      • An announced number of items
      • A specific closing date or
      • An announced period of production

      Announced periods of production are often expressed in "firing days," "casting days," or "crafting days." The number of days used may or may not be consecutive.

    • What is artist's resin?

      A: Artist's resin is a molding composition prized for its ability to capture intricate and lifelike detail. The time-intensive process for handcrafting a collectible from resin begins when a mold is created from an artist's original sculpture. A skilled artisan pours the liquid resin into the mold (a process called "cold cast" because the resin is not hot), which is then allowed to dry. The finished collectible is carefully removed from the mold, cleaned, and painted by hand.

      Since artist's resin is a very delicate material, clean your collectibles made of this material with a soft, dry cloth, a small, soft paintbrush or makeup brush, or by using the spray designed for computer keyboards. Avoid placing your collectibles in direct sunlight and always handle them with care.

    • What is California Prop 65?

      A: This statement is required by State of California law for all products containing lead crystal that are offered for sale in that state.

      California Proposition 65 notice for lead crystal: To enhance optical clarity, some crystal products might contain lead, a chemical substance known to the State of California to cause cancer and birth defects or other reproductive harm.

  • About Collections and Subscription Plans
    • What is a subscription plan?

      A: A Subscription Plan is a convenient way to build a collection, one issue at a time. By choosing to purchase a collection via our Subscription Plan, you can receive shipments about every month, and you won't risk an increase on the price of other issues in the collection. You may, however, cancel at any time with no obligation by contacting us by e-mail, phone or mail.

    • Benefits of a subscription plan

      A: There are many benefits to purchasing a collection with our subscription plan:

      • Each issue will be shipped automatically, one at a time, until you cancel your collection.
      • Once you subscribe, your issue price is secured and you never risk a price increase for future issues in your collection.
      • You will never have to order future issues separately and we will keep track of all the issues you have received.
      • Choose a payment method when you subscribe to the collection and the charges for each issue will be automatically deducted from the same payment method when it is sent to you later.
    • Shipping your collection by subscription

      A: Usually, each issue in a collection is shipped and billed separately to you, approximately every month or two, after each previous item in the collection was shipped and paid in full.

    • Billing for your collection by subscription

      A: When you pay for your first item in a collection by credit card, all subsequent issues in your collection will be charged to the same credit card. This holds true when purchasing a collection via phone, mail or online.

    • Seeing what's coming in a subscription plan

      A: You can see the first issue in a collection on the detail page for that particular collection. When possible, we provide photos of other issues in a collection on that same page. However, images of all subsequent issues in a collection may not always be available, either on our Web site or through our Customer Service Department.

    • Collection guarantee

      A: The guarantee of satisfaction that covers the first issue in a collection also covers all the issues in that collection. You may, without hesitation and for any reason whatsoever return any item you purchase within the specified guarantee period.

    • Length of village and train subscription plans

      A: Many of our village and train collections are currently open-ended. That means that the number of items that will be issued within the collection has not yet been determined when the collection is first offered for sale.

      Issues within the collection are offered at intervals based on schedules determined by the skilled craftsmanship required to create each item in the collection. Collectors may cancel at any time with no obligation.

    • Village accessories

      A: While some village collections do offer free accessories, they are not offered together in a one-time shipment. An accessory may or may not be included with each village sculpture. Also, additional accessories for your village collection may be offered and sold separately.

    • Important debit card information

      A: If you are using a debit card to make payments on a collection purchased with our Subscription Plan, please be aware that issues in your collection may be shipped and billed to you more often than just once a month.

      This could cause an overdraft on some accounts. To avoid this, please make arrangements to avoid any overdrafts. We're sorry, but we cannot be responsible for any overdraft charges should this occur.

  • Accessibility
    • Accessibility at The Bradford Exchange

      Here at The Bradford Exchange, it is our goal to offer a great customer experience. In defining a great customer experience for our customers with disabilities, we are committed to removing barriers and providing alternative ways to access our Customer Service Centre.

      Telecommunications Relay Services (TRS)

      We accept calls made via Telecommunications Relay Service (TRS). This type of service allows for two-way communications for those with hearing or speech disabilities. This service is free and available 24 hours a day by dialing #711.

      We also provide additional assistance for our customers with visual impairment or other disabilities. If you are visually impaired, or if you have a different type of disability and you need assistance in accessing our website, please contact us by tapping here and asking for accessibility assistance.

      Tap Here to hear an audio clip of the information above.

Stay Connected:

Sign Up for E-mail Updates

Enter your e-mail below to receive exclusive e-mail offers from The Bradford Exchange, including exclusive promotions and previews. You may unsubscribe at any time. Contact Us

Go

View our Privacy Policy for more details. Questions? Contact Us

Shop with Confidence
We accept: