FAQs
 
Frequently Asked Questions

For answers to some of the most frequently asked questions, please refer to the list below. If you still can't find what you are looking for, you may e-mail Customer Service at customerservice@spectrumed.com. To speak with a Customer Service Representative directly, please call us at (800) 668-0600, Monday-Friday, 8:00 a.m. to 5:00 p.m., EST.


Registration, E-mail and Password Help

How do I create an account?

How do I edit my account information?


Ordering and Tracking

Do I have to register to place an order?

How do I place an order?

Is the information I provide at checkout secure?

Do you charge sales tax? What if I am exempt from paying sales tax?

How will I be notified of any back-ordered items?

Can I make changes to an order I have already placed?

What payment methods do you accept?

How do I track my order status?

How do I apply for a line of credit?


Shipping

What are your shipping methods?

Do you accept local pickup at your company?

What are your shipping charges?

Can I place an order with express delivery?

Can I send my items to multiple addresses?

Do you offer free shipping?


Returns and Exchange

What's your return and exchange policy?

How do I return or exchange my items?

What shall I do if I receive a wrong item?


Other Questions

Why are your prices so low?

Are the products defective or used?

Are your materials safe?

 

 

 

How do I create an account?

You can easily create an account by clicking the "Register" link above the main menu tabs.

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How do I edit my account information?

You may edit your account information after login by clicking "My Account" above the main menu tabs and then the "Update Account" button.

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Do I have to register to place an order?

It depends. If you need to place an order online, you will need to register at our web-store. Otherwise, you may place a phone/mail/fax order without creating an online account. However, registering at Montessori Outlet web-store is simple and easy. And you will receive numerous benefits once you become a web-store customer. These benefits include the wish list, multiple-shipping address book, online order tracking, saved shopping cart.

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How do I place an order?

Ordering is easy. You may choose one of the following methods to place an order with us:

  • Online Web-Store Order

    You may add any items you like to the shopping cart after you login to your account, review your order, make any changes, provide your payment information, and submit your order.

  • Phone Order

    You may place a phone order by calling (800) 668-0600, Monday-Friday, 8:30 a.m. to 5 p.m. EST. One of our customer service representatives will be happy to assist you.

  • Mail Order

    You may click here to download our order form, fill out the form with the items you'd like to purchase, along with your shipping and payment information, and mail it to:

    Spectrum Educational Supplies Limited
    150 Pony Drive
    Newmarket, Ontario, L3Y 7B6
    Canada

  • Fax Order

    You may click here download our order form, fill out the form with the items you'd like to purchase, along with your shipping and payment information, and fax it to (800) 668-0602.
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Is the information I provide at checkout secure?

The security of our customers' information is a top priority at Montessori Outlet. To protect our customers from Internet threats, we use one of the industry's most advanced encryption technologies. In addition, all information given to Montessori Outlet is kept for internal use only. We do not share, sell or release our customer information to any third parties.

We are proud to announce that MontessoriOutlet.com is now equipped with 128 bit encrypted SSL Certificate, which will protect customers' personal information during online shopping transactions.

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Do you charge sales tax? What if I am exempt from paying sales tax?

By law, we are required to collect GST and PST on behalf of the Canadian government and other provincial governments. By choosing the province of your shipping destination, our system will automatically apply the correct GST and PST based on your subtotal after discount.

If you school or organization is tax exempted, we must have your current tax exempt certificate on file before the order is shipped.

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How will I be notified of any back-ordered items?

We are trying our best to keep every item in stock. After 2 years of efforts, we now maintain 99% of materials in-stock for fast shipping. If we do need to backorder your merchandise, such backordered item will be disclosed on the sales order and packing list sent together with your other items. In most cases, we can refill our inventory within 2-4 weeks.

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Can I make changes to an order I have already placed?

We work hard to ship your order as quickly as possible. Please feel free to e-mail or call us to make any changes in your order while it is being processed. We cannot make any changes to an order once it has been shipped.

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What payment methods do you accept?

We accept Visa and MasterCard.

We also accept all personal and company cheques and money orders. (All orders with cheque payment will be held until the cheque is cleared by our bank.)

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How do I track my order status?

You may contact our customer service department by calling (800) 668-0600, Monday-Friday, 8:30 a.m. to 5:00 p.m. EST. Due to high call volume everyday, we strongly recommend you e-mail us for your order status at customerservice@spectrumed.com for fast response.

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How do I apply for a line of credit?

Spectrum Educational Supplies Limited offers a "line of credit" to qualified customers with good payment histories. Please contact Spectrum Educational Supplies Limited for more details.

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What are your shipping methods?

To all Canadian customers, our standard shipping takes 7-10 business days via UPS. Due to UPS restrictions, we do not ship to P.O. Boxes. If you are a Canada customer who needs expedited shipping services, please contact us directly after you place the order. The cost for expedited service may varies depending on the UPS service you request. We will just pass the actual UPS shipping fee to you. Expedited service may not be available for certain locations. Expedited service may not be available for out-of-stock items.

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Do you accept local pickup at your company?

Yes, please visit our onsite store at 150 Pony Drive, Newmarket, Ontario, Canada L3Y 7B6. Our store location is open from Monday to Friday 10:00 am - 6:00 pm and Saturday 10:00 am – 3:00 pm (please call for summer hours).

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What are your shipping charges?

Please visit our Shipping Fee page under the Customer Service section for complete details on how to calculate the shipping fee.

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Do you ship to other international locations?

As Montessori Outlet's exclusive distributor in Canada, Spectrum Educational Supplies Limited currently services Canadian customers only.

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Can I place an order with express delivery?

If you are a Canadian customer who needs expedited shipping services, please contact us directly after you place the order. Expedited service may not be available for certain locations and may not be available for out-of-stock items.

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Can I send my items to multiple addresses?

Yes, but with the restriction of one shipping address per order form. You may place separate orders for different shipping addresses.

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Do you offer free shipping?

No. Unlike many other vendors who offer free shipping by either raising products prices or offering lower quality materials, we charge the actual shipping fee based on the UPS rate chart.

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What's your return and exchange policy?

Because we are serious about meeting the needs of our customers, we accept returns and exchanges within 30 days from the delivery date. Within 30 days of delivery, customers can return or exchange items if they are not satisfied. Please see our policy for details. However, we know from our customer satisfaction surveys that this is rarely required.

For a complete understanding on our return and exchange policy, please simply visit our Return and Exchange page under the Customer Service section.

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How do I return or exchange my items?

We offer one of the best Return and Exchange programs among all vendors. If you are not satisfied with any of our products or receive damaged/defective items and want to exchange, you can simply follow the procedures on the RMA form, downloadable at our Return and Exchange page under the Customer Service section. We will be happy to process your request as soon as we receive your inquiry.

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What shall I do if I receive a wrong item?

All staff at the Spectrum Educational Supplies Limited shipping department work hard to avoid incorrect items being sent to our customers. If such an incident happens, please simply follow the procedures on the RMA form, downloadable at our Return and Exchange page under the Customer Service section. The correct item will be sent to you once we receive your request.

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Why are your prices so low?

We are able to offer our customers at least 60-80% off the Nienhuis prices by doing the following:

  • Importing raw materials directly from European top mills rather than obtaining them through vendors/distributors in China or the USA.
  • Using the most advanced Just-In-Time System to maintain our inventories.
  • Maintaining low manufacturing costs and administrative expenses.
  • Making lower profit margins than our competitors.
We are pleased to pass these savings on to our customers!

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Are the products defective or used?

At Montessori Outlet all of our products are made from brand new raw materials imported from Europe and North America to our wholly-owned manufacturer in Shanghai. The imported raw materials include (but are not limited to) beechwood from Germany, Baltic birch plywood from Russia, and water-based finish from Canada. All of our materials are brand new and have never been used. They are safe and durable.

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Are your materials safe?

All Montessori Outlet premium materials are tested by German Rheinland Laboratory and have passed all tests based on the United States CPSIA HR4040 Children Products Safety Improvement Act, ASTM-F963 Toy Safety Standards, and European Union EN-71 Toy Safety Standards.

Our manufacturer is the only one in the industry implementing Water Based Finish technology. Water Based Finish is currently the most advanced painting technology strongly promoted by the European Union because it is considered as Heavy Metal chemical free (lead free, non-toxic) and environmentally friendly. According to the EU, for kids' safety all wooden toy manufacturers should stop using traditional oil-based finish and use water-based finish instead.

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