Frequently Asked Questions:
1. How can I order Products?
We recommend that you use our on-line Shopping Cart to process your order. (To read about what goes on behind the scenes when using our Shopping Cart, please see our (Order Overview Page.)
However, there are other ways:
- You can print out our Fax Order Form, prepare your order and fax the order to us at 1-519-352-6533.
- You can call us during regular business hours Eastern (Daylight) Standard Time at 1-800-392-8504 to place your order if you are in Canada or the United States.
- You can also mail us your order by regular mail. For our full address, see our Contact Us section.
2. Does the Dutch Market have a secure ordering system?
Yes. When you use our shopping cart, your credit card information is safe. All transaction on our web site are secure transactions from the established and respected certificate authorities. When you order from our Online Order Page using SSL security, your information is safe from interception and alteration. Our respected certificate authorities has a state-of-the-art, completely dependable security infrastructure.
3. What currency are the prices on the Dutch Market site quoted in?
Prices are quoted on the site based on which country you have selected. When you initially enter the site you will be asked to choose between paying in Canadian or US funds. You can always change the currency you wish to pay in by clicking on one of the flags at the bottom of each web page.
4. Other than the listed price for the product, what other charges for taxes or shipping will be included on the final invoice?
We are located in Chatham, Ontario, Canada and abide by all provincial and federal laws and regulations applicable for a company doing business in our location.
If you are located in Ontario: Provincial sales tax (PST) in the amount of 8% and goods and services tax (GST) in the amount of 5% will be charged.
If you are ordering from Canada but outside Ontario: The goods and services taxes that are applicable in your province will be charged.
If you are ordering from outside Canada: No tax is payable
SHIPPING: We use United Parcel Services for our shipping to the contiguous US States. If you are ordering from Canada we will ship your parcel with FedEx. If you are ordering from elsewhere in the world, we will ship your package using Canada Post and your shipping charge will be the actual rate charged by the Postal Service. There are no other shipping or handling charges.
5. How long will it take for an order to be delivered?
If you are ordering from Canada, your package should arrive within 3 - 7 business days. If you are ordering from the United States, the package must be sent by ground shipping as it is necessary for the package to cross the border and clear customs. In this case, it can take 5 to 10 business days to arrive. If you are ordering from the UK or Europe, the shipping can take up to four weeks.
6. Can I track my order?
Yes, all UPS and FedEx shipments trackable. You will be provided with a Tracking Number in the email we send you to confirm that your order has been shipped. You can enter your Tracking Number on our Tracking Page to see where your package is.
7. What if I can't find the product I am looking for?
Because we also retail and wholesale imported products in Southwestern Ontario, we carry over 5000 regular and seasonal products. We work hard to put as many items on the site as possible, however some items do not always make it. Please feel free to email us with special requests so that we can check our full stock to see if we can fill your orders. We may also know of other suppliers who can help you and would be more then willing to pass along their information to you.
Our Payment Policy:
It is our policy to receive payment for orders before shipment. Therefore, if you chose to pay by credit card, your card will be charged accordingly to the total amount of the order you placed. . If you chose to pay by cheque or by money order, we will notify you of the total product and shipping cost stated in Canadian or U.S. Dollars by return email. Your order will be shipped once payment is received.
Our Cancellation Policy:
You may cancel your order anytime with in 12 hours of placing your order on-line, by fax, telephone, or mail. Because we strive to process orders as quickly as possible, we are reluctant to hold the order for more than 12 hours.
Our Return Policy:
If you have difficulty with a defective or damaged product, please contact us by telephone or by email before you ship the product back to us to obtain a return authorization code. We offer a full refund or credit for defective or damaged products with a return authorization code. We do not intended to make returning an item more difficult, but rather, we prefer that our UPS account be used to return merchandise rather then have our customers pay for shipping out of pocket in these situations.
Back Orders and Out of Stock Products:
We do not Back Order any product order unless requested to by a customer. We will then contact the customer for a confirmation of the order before processing.
We strive to keep all items offered on our site in sufficient quantities. However, stock outages may occur. If a product is not available, the customer will be contacted by email within one business day. We will state the expected receipt of new or fresh stock and will ask the customer to provide direction. We can either send the order without the Out of Stock item or to hold the order until it can be completely filled.
All of the products listed on our Web Site are available for shipping anywhere in the world. Other products that we carry but that are not listed may not be available for all locations. For example, we will ship Cheese, Items that contain meat and Vegetables within Canada only.
Chocolate: We are reluctant to ship chocolate in the summer months due to the danger of temperature fluctuations that may damage the product.
Christmas Items: We provide notice our Christmas Product Offerings for the year starting in September. Shipment of those items will not begin until late October, early November. Christmas Items are limited in stock and may unavailable by mid-December.
Our Privacy Statement:
The Dutch Market Ltd. has created this privacy statement in order to demonstrate our firm commitment to privacy. The following discloses our information gathering and dissemination practices for this website: www.dutchmarket.com.
We use server logs that reveal general information about your visit, such as what country you are in, and if you used a search engine or linked to us from another site. We use your IP address to help diagnose problems with our server, and to administer our Web site.
This site contains links to other sites. The Dutch Market Limited is not responsible for the privacy practices or the content of such Web sites.
Our site uses an order form for customers to request information, products, and services. We collect visitor's contact information (like their email address) and financial information (like their account or credit card numbers). Contact information from the order form is used to send orders and information about our company to our customers. Users may opt-out of receiving future mailings; see the choice/opt-out section below. Financial information that is collected for an order is used to bill the user for products and services for that order only.
Any online surveys may ask visitors for demographic information (like their zip code, age, or income level). Demographic and profile data collected at our site is used internally only to tailor our site to better meet our customer's need in the future.
We do not provide any customer information or statistics to any outside or third parties. Neither do we accept any third party advertising save what we deem as acceptable information given in our Guest Book. (Example: A public service announcement about an event that is non-profit in nature.)
While we employ standard security measures we also take pains to ensure that no customer information, save that which is freely written in the Guest Book, is kept online. We monitor our pages closely to ensure that no tampering takes place.
Delete or Modify Your Data
Any person whose information is held by the Dutch Market may have that information modified or have the Dutch Market desist from using it by informing us of his/her wishes. Contact us by any of the means listed below.
Contacting the Web Site:
If you have any questions about this privacy statement, the practices
of this site, or your dealings with this Web site, you can contact us:
Snail Mail: The Dutch Market Ltd.
80 William Street South
Chatham, ON N7M 4S3
Toll Free Phone: 1 (866) 355-1351