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Shipping & Returns

Canada-wide Shipping

Free standard shipping is available on orders of $75 or more, and $14.90 flat shipping on most other orders to Canadian addresses only. We reserve the right to choose the shipping method on qualifying orders. Customers can choose to pick their order up in the Ancaster store by selecting this option at checkout.

21Five ships across Canada from our physical store in Ancaster, Ontario within one business day from the time the order is placed. We do not ship on Saturday or Sunday. If insufficient stock is on hand, customers will be contacted by email and an estimated time of delivery provided. Please contact Customer Service to cancel or modify your order and allow extra time on or near weekend/holiday closures for orders to be processed and shipped.

Please note: 21Five usually ships via Canpar. If the delivery address cannot accept Canpar shipments, shipping via Canada Post is an alternative. Standard delivery times are 2-5 business days. Some customers may experience delivery delays due to carrier transit time. We cannot guarantee on-time delivery for each order — so please understand the increased level of risk to delivery time frames.

International Orders

If you would like to place an order internationally, please contact us at

Customer Service & Order Details

Need Help? Contact Customer Service at 905-648-9418 or or through the contact form on the website. 

Customer Service hours are 9am - 4pm EST, Monday - Thursday and 9am-3pm Friday.

Return Policy - General

You may return a product if it does not meet your expectations, has a manufacturing defect, was damaged during shipping, or was incorrectly sent to you. Any returned product must be in salable condition, completed within 90 days of purchase and be accompanied by a receipt. Other restrictions may apply.


Our returns address is:    

Attn: Returns Department
777 Garner Road East
Ancaster, ON
L9K 1J4

Return Policy - Students, Faculty and Staff

After the first 2 weeks of classes, returns are ONLY accepted until the drop date given by the Registrar's office when accompanied with proof of the course drop. 
Textbooks need to be unopened, and unused. Returns are at the discretion of the store staff.

Course packs, and used textbooks are final sale.

Digital Course Materials: Ebooks and Access Codes are final sale. No exchanges or refunds. 

Apparel: Unwashed, unworn apparel is eligible for refund or exchange within 14 days of purchase when accompanied by a cash register receipt. The tags must be attached. All custom apparel, such as faculty apparel is final sale and not eligible for refund or exchange.

Giftware: Unused, unwashed giftware is eligible for exchange or refund within 14 days of purchase when accompanied by a cash register receipt. 

Stationary / School supplies: All school supplies are final sale. 

Sale Items: Final Sale.

Abandoned Order Policy: Pick up orders will be held for 21 days. After 21 days, orders will be flagged as unclaimed. We will make up to 2 attempts to contact the purchaser. The initial attempt will be made by email (if available) with a follow-up contact attempt by phone (if available). If we do not hear from you or unable to contact you within 31 days of the order being placed, your order will be marked as abandoned. There are no refunds for abandoned orders.