FAQs

Have questions about Shop CNIB? We have answers! Below, you’ll find information about some of the most common questions we receive from our customers. But if you can’t find what you’re looking for here, feel free to give us a call at 1-866-659-1843 or email us at store@cnib.ca.

Accessibility

Ordering

Payments

Shipping

Returns

Your Shop CNIB account

General questions

 

Ordering

How can I make a purchase from Shop CNIB?

There are three easy ways for you to purchase Shop CNIB products:

  1. By phone at 1-866-659-1843 (Monday through Friday, 8:00 a.m. to 7:00 p.m. EST)
  2. Online, by browsing the products section of this website and making your purchase securely with your credit card
  3. In store, by visiting one of our Shop CNIB community locations nationwide

I placed an order by phone or on this website. How long will it take until I receive my order?

In-stock items ship within 48 hours.  If your purchase has not arrived within two weeks, please contact us toll-free at 1-866-659-1843 or email us at store@cnib.ca.

How long does it take for a back-ordered item to be sent?

This is dependent on the supplier who we order the product from. If the supplier is out of stock for the item, it may take anywhere from a few days to a few months to receive it.  Once back-ordered items are back in stock, they are shipped out within a day or two. If you have questions about a specific product you’ve ordered, please feel free to call us toll-free at 1-866-659-1843 or email us at store@cnib.ca.

What is the last day I can submit my order for it to arrive before Christmas?

Holiday Shipping

Send your Canadian holiday gifts by Canada Post deadlines to make sure it arrives on time!

Holiday packages

Will ship as late as:

Priority (Rush)

December 22

Xpresspost (Fast)

December 21

Regular parcel (Most economical)

December 12

By default, your Shop CNIB order will be sent out using Canada Post’s “regular parcel” shipping method. If you require a faster service, please call our Contact Centre at 1-866-659-1843 (Monday to Friday 7 a.m. to 7:30 p.m. EST) to place your order and request a rushed shipment. Extra charges for faster shipment will apply.

 
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Payment

What currency do you take?

All prices are shown in Canadian dollars, and if you pay by credit card, it will also be charged in Canadian dollars.

What payment methods do you accept?

If you make your purchase in-person at one of our stores, you can pay by credit card, cash or debit. If you’re ordering by phone or online, we accept PayPal, MasterCard and Visa. We also accept payment by Visa debit card.

IMPORTANT NOTE: If you’re paying by credit card, please ensure that the billing address for your credit card matches the billing address entered at the checkout process for security purposes and to prevent any delays in your shipment. If you have recently moved or are unsure of your billing address, please contact your credit card provider via the telephone number on the back of your card to confirm your registered billing address.

Why can't I pay by cheque?

Our goal is to provide you with the best shopping experience that we possibly can, and that means ensuring that you receive your order as quickly as possible, without the hassle of writing and mailing cheques.

Sending cheques through the mail can often take several business days to receive and process, meaning that you will have to wait much longer to receive your order. Additionally, many of our customers have trouble writing and mailing cheques due to vision loss, and we’re committed to making our products easily available to everyone, regardless of their level of sight. For these reasons, we do not accept cheques through our online store.

We sincerely apologize for any inconvenience this may cause, but please know that you can still make your purchases by cheque by visiting any of our physical store locations. You can look for your nearest store here. Alternatively, you can make your purchase via PayPal, which offers a secure, convenient way for you to make payments online, without excessive wait times.

How do I set up a PayPal account?

If you’re paying by credit card, you don’t actually need to set up a PayPal account to use the PayPal system. However, if you’re interested in linking your PayPal account to your bank account, you can set up a secured PayPal account by visiting paypal.ca and following the online instructions. Once you’ve created your account, you can then make purchases through the Shop CNIB web store, and the total invoiced amount will be deducted from your bank account instantly.

For further information regarding PayPal, please refer to the PayPal website at paypal.ca.

Do I need a PayPal account to checkout with PayPal?

You don’t need to sign up for a PayPal account if you are using your credit card to pay securely through PayPal. But if you’d like to link PayPal to your bank account, then yes, you will need to set up a PayPal account.

How do I know my online purchase is secure?

Protecting the safety of your credit card information is extremely important to us. When you make a purchase online, your information is protected by Secure Sockets Layer (SSL) technology, which is a highly sophisticated method of scrambling data as it travels from your computer to our website’s servers. As an added security feature, we do not store your credit card data on our servers once the transaction is completed.

IMPORTANT NOTE: For security purposes and to prevent any delays in your shipment, please ensure that the billing address for your credit card matches the billing address entered at the checkout process. If you have recently moved or are unsure of your billing address, please contact your credit card provider via the telephone number on the back of your card to confirm your registered billing address.

What do I do if my credit card is declined?

If your order was declined, please ensure that you have correctly entered your credit card details and place your order again. Should you still have difficulties completing your order, please contact your credit card company and inform them of your order with Shop CNIB.

If you’ve received an order confirmation from Shop CNIB, but were then informed that your credit card was declined, please contact your credit card provider to advise them that you have placed an order with shop.cnib.ca so that the payment can be processed.

 
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Shipping

What are your shipping rates within Canada?

Shipping charges within Canada are value-based according to the pre-tax subtotal of your shopping cart:

Value Before Tax

Shipping Cost (excluding GST)

Up to $14.99

$4.95

$15.00 to $49.99

$9.95

$50.00 to $99.99

$12.95

$100 to $199.99

$15.95

$200 and above

$17.95

Where do you ship from?

We ship all orders from our warehouse located at 1929 Bayview Avenue in Toronto, Ontario.

I don’t live in Canada. Can I still order from your website?

At this time, we ship to Canada and the United States. Unfortunately, if you live outside of these two countries, we will not be able to ship your order.

How long will it take an order to be shipped to me?

In-stock items ship within 48 hours.  If your purchase has not arrived within two weeks, please contact us toll-free at 1-866-659-1843 or email us at store@cnib.ca.  

How can I track my order once it has shipped?

If you live in Canada, you can track your package using Canada Post’s online tracking system by entering the reference number from your purchase (e.g., AWXXXXXX).

I have received my tracking number, but the Canada Post website shows it as being unavailable. What does this mean?

If you receive a message telling you that your tracking information is unavailable, it doesn't necessarily mean your item hasn't been mailed. Depending on how recently your item was mailed, tracking information may not be immediately available (this is most likely to occur in rural locations).

 
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Returns

I’m not happy with my purchase. How can I return it?

If for any reason you are not satisfied with your purchase, you may return it for a full refund within 30 days. Unfortunately, we are unable to refund the original shipping charges, and for hygiene and safety reasons, we cannot accept returns on products that come in direct contact with the body such as eye drop guides.

Please ensure that the item is in saleable condition and is returned in its original packaging with all its accessories and instructions.

To return your product, please send it postage-paid to:

Shop CNIB – Returns
1929 Bayview Avenue
Toronto ON M4G 3E8

How can I confirm that you’ve received a product I returned to you?

Please call us toll-free at 1-866-659-1843 or e-mail us at shop@cnib.ca. A member of our team will be happy to tell you where the item is in the returns process.

I sent a faulty item back for repairs/replacement. When will the repaired/replaced item be sent back to me?

Repairs and replacements take four to six weeks to process. If you have not received the item after this time period, please call us toll-free at 1-866-659-1843 or e-mail us at shop@cnib.ca and we can investigate further.  NOTE: During the holiday season (Mid Nov - Dec), please expect delays in our normal repairs/replacement time frame.  We apologize for any inconvenience.

I recently sent a Shop CNIB product back for a refund. When will I get my refund and how will it be applied?

Refunds take four to six weeks to process. If you paid by credit card, the refund will be credited to that credit card. If you paid by cheque, it may take an additional four weeks to receive a refund cheque in the mail.  NOTE: During the holiday season (Mid Nov - Dec), please expect delays in our normal refunds time frame.  We apologize for any inconvenience.

I would like to cancel an order that I placed by phone or online. How can I do that?

You can cancel or modify your order within two hours of placing it. Please contact us at 1-866-659-1843 for assistance with this. If the two-hour window has closed and the order has already shipped, the 30-day return policy and procedures will apply.

What if my item arrived damaged or I didn’t receive my entire order?

If any of your items arrive in a damaged condition or if you don’t receive all the items you ordered, please let us know within three days of delivery. Call our toll-free number at 1-866-659-1843 or email us at store@cnib.ca, and our staff will send you the remaining items, or give you instructions on how to return a damaged product to our warehouse.

After a damaged item is returned to us and inspected by our staff, we will make arrangements to either ship you an undamaged item at no extra cost or issue a full refund as per your original method of payment. 

What is your warranty policy?

Shop CNIB provides a number of warranties on our products. Please call us at 1-866-659-1843 or email us at store@cnib.ca for assistance and to learn more about the warranty for a specific product.

In general, we offer a 30-day warranty on almost all products that are defective or damaged during shipping. Please send your faulty item back to us within 30 days of delivery, along with the original packaging and your receipt. (Please call us at 1-866-659-1843 to be sent a return postage label so that the product can be returned at no additional cost to you.) Once received, we’ll provide you with a full refund for both the purchase price and any shipping charges you originally paid. 

Unfortunately, if the product has been modified in any way, we are unable to honour the warranty. General wear and tear, or damage due to negligence, are also not covered by Shop CNIB or manufacturers’ warranties. Additionally, we cannot offer warranties of any kind on watch batteries, watch straps and light bulbs.

 
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Your Shop CNIB account

I’ve forgotten my log-in information for your website. What do I do?

Click the “Login/Register” link on the top right corner of the Shop CNIB homepage. You can then click on “Forgot password?” and fill in the email address you provided during registration. We will then send you your password via email. If you are still having trouble, please get in touch with us at 1-866-659-1843 or shop@cnib.ca.

How can I change the shipping address you have on file for me?

Log into your account page by clicking the “Login/Register” link on the top right corner of the Shop CNIB homepage. From there, you’ll be able to access your account information and change your shipping address. 

Can I be assured that my personal information will not be shared?

Shop CNIB values our customers and respects their privacy completely. We only collect customer information to fulfill your order, to improve your shopping experience and, if you choose, to communicate with you about our products, services and promotions. We do not sell or rent your personal information to third parties. And any promotional emails that we send to you will contain an “unsubscribe” feature that allows you to remove yourself from future communications. 

 
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General questions

What is Shop CNIB?

Shop CNIB is a retail enterprise created by the charity CNIB (Canadian National Institute for the Blind). Home to hundreds of products that can make life easier after a loss of sight, Shop CNIB is one of Canada’s largest retailers of assistive products for people who are blind or partially sighted, serving more than 15,000 customers per year.

Where do Shop CNIB’s proceeds go?

All proceeds from Shop CNIB directly support CNIB’s vital services, which help people across Canada overcome the challenges of losing their sight.

Where can I find information about your store locations and hours?

Click here for a full list of our store locations and hours.

How can I get a Shop CNIB catalogue?

Click here to order a copy of our current catalogue, free of charge. You can also view an accessible PDF version of the catalogue here.

I’m a Canadian veteran. Am I entitled to any subsidies for Shop CNIB products? 

Depending on the province where you reside, some assistive devices used by Canadians who are blind or partially sighted are subsidized by provincial governments or Veteran’s Affairs Canada – and this includes several products sold by Shop CNIB.

Because funding availability for veterans’ subsidies is different from province to province, it’s best to contact your nearest CNIB location to ask about what’s available in your region.

How can I be notified about Shop CNIB promotions or new products?

When you purchase a product from Shop CNIB, you can opt-in for email notifications during the check-out process. Through these notifications, you’ll learn about the latest trends in assistive products and technologies, and be the first to read about great savings on our everyday products for better living. 

Where can I find products with CNIB’s logo on them?

We sell several stylish CNIB-branded items, including t-shirts, magnifiers and tote bags. You’ll find these and other CNIB-branded products in our Branded Merchandise section.

Does Shop CNIB sell watch batteries?

We do not sell watch batteries, and are unable to provide watch maintenance services, like changing watch batteries or straps, or repairing watch crystals. We recommend you visit a local jeweler or department store watch repair shop if you require these types of services.

Can I get my order gift-wrapped?

Unfortunately, Shop CNIB is not able to offer gift-wrapping services at this time.

What if I can’t find the answer to my question on this page?

If you need any further information, please contact us toll-free at 1-866-659-1843 (Monday through Friday, 8:00 a.m. to 7:00 p.m. EST) or email us at store@cnib.ca. Our customer service team will be happy to assist you.

 
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