FAQ
Click "⌄" below to view some general questions and/or comments.
Note: Products, colours and logos may not be combined for quantity pricing or to meet minimums/multiples.
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How do I register my account?
In order to shop The Idea Store, you must be a registered user. First–time shoppers will be prompted to enter information such as User Name and Password, name, address, e–mail address, and phone number. This information will default to your billing and shipping information. If your billing and shipping information are not the same, those may be changed when you are ready to complete your order. You can also change this information by clicking on the My Account button. Once you have registered, the catalogue will remember you each time you visit.
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Browsing through The Idea Store
There are two ways to shop through The Idea Store, by clicking on a department and browsing through the product assortment or by using the Search feature to find a specific product.
To browse the product assortment, click on one of the department links located on the left navigation bar. In some cases, when you click on one of these main departments a list of sub departments will be presented. If so, click on those sub departments to see products.
To use the Search feature, click on the Search box located on the top of the page. You will have the choice of searching by price or by keyword, or product name. Enter the information and click the button. For your convenience, search results will be presented as active, "clickable" links that connect with product detail pages. -
Adding items to your shopping cart
Shopping The Idea Store is similar to shopping anywhere – you are in control.
In order to purchase an item, you must first add it to your shopping cart. To do this, click on the product you want to purchase from the product thumbnail pages. A detailed product description will be presented, along with a menu allowing you to enter the specific quantity you wish to purchase and/or to specify the size you want (if applicable). Current on–hand inventory is also displayed here.
Once you have selected the product and specified size and/or quantity, click the Add to Cart button. You will see the product appear in your Shopping Cart. This Shopping Cart will expand to include all of your selections and it also allows you to remove or update those selections by clicking on the Remove button or by clicking on the product name to take you back to the product detail page, where changes can be made.
At any time, you can see an expanded version of the Shopping Cart by clicking on the View Cart button located at the bottom of the Shopping Cart. -
Placing orders online
Shopping for RBC products online is safe, secure and easy. Just follow these simple steps:
• Browse through The Idea Store by clicking on a department and then clicking on the products that interest you.
• Add items to your shopping cart.
• Register or verify your shopper information.
• Select your payment method and submit your order.
• Print your View Cart page or your receipt. -
How do I know if my order has been received?
When we receive your order, an Order Confirmation screen will be generated, issuing an order number. Please print out this page for future reference.
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Printing your receipt
If you would like a printout of your Receipt, click on the Order History button located under My Account. Click on the specific order for which you want a receipt. A display of that order will be presented. Print this screen.
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How do I contact Customer Service or Custom Order?
Customer Service phone number: 1-800-743-5224
Email us: rbc.ca@staples.com
For Custom Orders, contact your Account Manager:
Janice Thissen | 647-285-1963 | janice.thissen@staples.com
Ashley Eddy | 289-695-8306 | ashley.eddy@staples.com -
In-stock catalogue products
If an error in sizing or product has been made by Staples Promotional Products please call your Customer Care Representative at 1-800-743-5224 for a Returns Authorization number. Staples Promotional Products will make arrangements to have the package picked up and returned to our distribution centre. An exchange can be processed immediately for you. Once the package is received a credit will be issued for the original merchandise.
If you have made an error in sizing or product selections please call your Customer Care Representative at 1-800-743-5224 for a Returns Authorization number. You will be directed on where to ship the package to. You can select to have an exchange processed immediately or wait until the package has been returned and a credit/replacement is processed.
The following are not covered by the 30-day Guarantee and may not be returned unless defective:
• Custom imprinted items
• Discontinued items
The Return authorization number MUST appear on the package or the shipment will be refused. Return information is printed on the back of the packing slip that accompanies your order. -
Exchange and return policy
Purchases are backed by our 30-day Satisfaction Guarantee. A full credit, not including shipping, will be given for merchandise returned within 30 days of receipt at your address, for any reason. Staples Promotional Products will replace, at no additional charge including shipping, any defective merchandise returned within 30 days.
Please note that ALL returns require you to contact your Customer Care Team for a Returns Authorization Number prior to returning any product. -
How and when is the stock delivered?
We aim for your delivery to be with you in 3-4 business days from receipt of authorization notification.
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What if I need an item delivered for a certain date?
Express Deliveries: For next day delivery, we would need to have receipt of your authorized order by 10:00 am EST. The delivery rates vary for pre-9:00 am, 10:00 am and 12:00 noon respectively and the Customer Care Team will advise you accordingly.
Please Note: Next day delivery is not always possible, but our Customer Care Team will do their best to meet your requirement.
Special Delivery Instructions: Please contact our Customer Care Team with any special instructions as soon as your order has been placed. If your order is being delivered to a destination which has special delivery details or instructions, please provide as much detail as possible. -
Change or Cancel an order
If you wish to change or cancel an order that has not yet been dispatched, contact our Customer Care Team at 1-800-743-5224 any time between 8:00 am and 6:00 pm Monday to Friday EST, excluding public holidays.
Please have the order confirmation number and date the order was placed on hand. They will be happy to cancel the existing order. If the order has already been dispatched, we will look into each inquiry separately and advise of a suitable resolution. -
Discontinued product
All discontinued products are considered a final sale and returns will not be accepted. The RBC Customer Care Team is available at: rbc.ca@staples.com. Or you can call and speak directly to a Customer Care Representative at 1-800-743-5224.
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What should I do if an item is received damaged or broken in transit?
Please report any delivery, quantity or quality discrepancies to rbc.ca@staples.com within 5 working days of the delivery receipt. Otherwise, the delivery will be deemed to be without discrepancies and invoiced accordingly.
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Shipping instructions
Delivery: Items that are in stock can be shipped within 3-4 business days from receipt of order. All items are shipped via UPS. UPS cannot ship to post office boxes or to APO/FPO addresses and does not deliver on Saturday.
Rush Orders: Call by 3:00 p.m. Eastern Time, and we will absolutely, positively guarantee shipment of product the same day - via the UPS Expedited Service of your choice.
During seasons of peak volumes, carriers may implement ‘peak season surcharges’ which are typically publicly announced by the carriers when in effect. Therefore, it is possible freight rates may vary during these times. If you have any questions, our customer care team would be happy to support. We thank you for your understanding and continued partnership.
Help Center
1-800-743-5224
rbc.ca@staples.com
In-Stock Orders
Your purchases are backed by our 30-day Satisfaction Guarantee.
If the merchandise you ordered does not meet your expectations, we will gladly exchange it or accept the return for a refund or credit within 30 days from the day you receive your order. Our friendly Customer Service Department is available at 1-800-743-5224 between the hours of 8 a.m. and 6 p.m. EST.
Special Orders
If you're looking for custom merchandise, contact your Account Manager to get started:
Janice Thissen
647-285-1963
janice.thissen@staples.com
Ashley Eddy
289-695-8306
ashley.eddy@staples.com
