Help Centre

 

Creating an Account
How do I register for an account?
If you do not have an account and would like to apply for one, you can apply through our A/R department accountsreceivable@ndgraphics.com. 
How do I change account passwords?
Select the profile icon next to the checkout icon and select 'My Account'. Under the heading 'My Account Information', click 'Change Password'. Enter your current password, then your new password. Select Save.
How do I change administrative access?
If you do not have administrative access on your account and believe you should, please contact your account administrator.
What is the difference between Administrator and Shopper profiles?
“Administrator Account” – Administrators have full access to account statements, past purchases, orders in process, etc. whereas "Shopper Account"- Shoppers are able to place orders online, access past invoices and orders in process.
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Finding a Product
How do I find the product I’m looking for?
Using search function, navigating through product and application categories, or creating a favourites list.
Why am I not seeing my price?
The prices shown on this site are your prices, however occasionally customer service will “override” a price at the time of order when a discount has not been entered in our system.
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Stock/Inventory
Why did my product show in stock on the product page, and not in stock when I check out?
While the inventory showing is real time, a few things can affect actual stock levels; orders are allocated on a first placed basis, your order will only be processed when you submit the cart, if another order was placed before then, the stock will get allocated to the other order.
What do I do if a product is not in stock?
If a product appears as ‘Out of Stock’ you may still place your order.
Will the rest of my order be shipped if a product is on backorder?
Not immediately, when an item is placed on backorder a customer service representative will contact you within 2 business hours to discuss availability and shipment times, at this time they will also ask whether you prefer to ship the rest of the products in your order immediately, or wait for your backorder. 
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Payment Methods
When will I be billed for my order?
The answer to this question depends on what account terms are set for your account.
How can I pay for my order?
There are a number of payment methods available to you when placing your order, including cash/cheque, credit card, and account terms.
Why don’t I have the option to pay cash/cheque?
If you have selected a ship method other than ‘Customer Pickup’ from the ship method list at checkout, you will not have the option to pay by cash/cheque as we do not accept cash on delivery.
How do I apply for ‘Account Terms’?
It is possible to pay for your purchase 'on account’ if you have account terms with us. You can apply for account terms by contacting your local ND Graphics Sales Representative.
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Delivery Methods
Where do you ship?
ND Graphics can ship anywhere in Canada.
Can I pick up my order?
Yes! Simply change the method of delivery to “Customer Pick Up” and visit your local branch to pick up your order.
Where do you ship?
ND Graphics offers shipping services across Canada.
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Account Statements
How do I review my account statements?
Select the profile icon, click "My Account". On the left side of the page, under Customer Connect select "Account Invoices". Click an invoice from the list of past orders to view the details of the invoice you are interested in reviewing.
I have a large number of statements, how do I sort through them?
To review account statements you must be an Administrator on your account.
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Order Tracking
What do I do if my order is missing?
If your order is missing from the “In Process” list, it is likely that it has been shipped and has moved to “Past Purchases.”
When will I receive my order?
Shippable items are usually shipped the same day if ordered before 4PM local time. However, if you have items that are on backorder, or you have comments added, your order will need to be reviewed before shipping.
When will I get my backorder?
If a product you have ordered is ‘out of stock’ it will be placed on backorder. A customer service representative will contact you within 2 business hours to discuss any backorders.
How can I track my order?
Select Account Shipments and click on the order you would like to review. To get shipment details, click on the Pack Slip number, rather than the Order number.
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Order Cancellation and Refunds
Order Cancellations
You may cancel your order at any time before shipping or picking up your order. Cancellations requested after a specified time frame may be subject to cancellation fees.
Refunds
If you have questions about our refund policy or want to check if you qualify, please contact us at 1-888-634-7274 or simply email your local branch.
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Past Purchases
How do I review past purchases?
From the “My Account” drop down list at the top of the page, click on Account Invoices and select one to view more details.
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