FAQ

Answers to common questions about our products and services here at HollyNorth Production Supplies Ltd.

General questions

Do you sell gift cards?

Yes! We sell in any denomination, and they never expire.

Do I need a pyro license to purchase pyrotechnics?

Yes, you will need to send a copy or present your Pyro licence before pricing and purchase.

Payment methods

What payment methods do you accept?

We accept Cash (in-store purchases), PayPal payment (Visa, MasterCard, American Express), Credit card (Visa, MasterCard), Debit card (Visa, MasterCard), Electronic Funds Transfer (EFT) and Company Cheques.

Can I use my credit card over the phone to pay for an order?

Yes, you can! Please note any order over $1000 may need secondary validation.

Orders & Shipping

Can I edit or cancel my order once it’s been placed?

Yes, you can edit and cancel your order up until it leaves the building. In some cases, a small fee for Credit Card refunds may apply. Special orders are not refundable.

How long will it take for my order to arrive?

As soon as we receive payment for shipping, your order is released. How long for delivery depends on the carrier, and the speed of delivery selected. If you need your order quickly ask our staff about an expedited or overnight delivery. Please note that the more rapid the shipping the more shipping will cost.

What are your shipping options?

We ship coast to coast and all over the world. Our options range to meet your needs, with everything from Freight Shipping to Overnight to Standard. We select from UPS, FedEx, Purolator, Canada Post and other methods to meet your schedule and budget.

Does shipping include tax?

Within Canada GST applies to shipping costs.

I can’t see a shipping cost in the webstore, how do I know how much shipping will be?

Once we have received your order, we will calculate your shipping and send you a shipping quote for your pre-paid purchase. If you approve the shipping charges, we will issue a PayPal request for the remaining amount.

What happens if I do not approve of the shipping charges?

If shipping charges are not approved within 7 days, we will refund and cancel the order.

Return Policy & Refund

What is your return policy?

You can find our Return Policy here.

How long does it take to process a PayPal refund?

We refund PayPal within 3 days of order cancellation, PayPal may take additional time which is beyond our control.

Service related questions

Do you offer repairs on (fog) machines?

We do diagnose/clean/repair fog machines and many other special effects machines. Do not hesitate to speak with a rental associate for more info.