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FREQUENTLY ASKED QUESTIONS

Accounts

How do I “Create an account”?
Click on “Create an account” (located at the top of every web page), complete the information - First Name, Last Name, Email Address, Password, and then click “Create”.

Why should I “Create an account”?
You should create an account to make your shopping experience as easy and fast as possible. When you place an order, your information will be pre-filled and thus have a quicker checkout, and you avoid having to type in your information each time you make a purchase.

Do I need to create an account to browse and/or shop on your site?
No, you do not have to create an account, you can browse and/or shop on the Site as a guest. To make a purchase as a guest, proceed to checkout as you normally would, then click “Continue as Guest”, complete your email and billing address, and proceed to pay with your credit card or PayPal account.
We do recommend creating an account so you can experience a quicker checkout, saving you the trouble of re-entering your personal information at each visit.

How do I update my account information?
You can update your account and view your orders through “My Account” (located at the top of every web page once you create an account). You can manage/edit your personal data like email address and physical address (by clicking “View Addresses”), and you can track the status of your orders. Note: you cannot manage/edit the email address you registered your account with. If your email has changed, we recommend setting up a new account or forwarding from your old account to your new one.

Can I add another address to my account?
Yes, you can add another address to your account. “Log In” to your account and once in your account, click on “View Addresses” (you will have already entered one address when proceeding through the checkout process). Then, click on “Add New Address”, complete the required information, and then click “Add Address”. Note that you will have the option to set this address as your default address by checking the box, “Set as Default Address?”

I forgot my password, what do I do now?
From our home page, click on “Log in” (located at the top of the page) and then in the Customer Login section, click “Forgot your password?” Enter the email address you registered your account with, and click Submit. We will automatically send you an email containing password reset instructions.

Orders and Merchandise

What currency will my order be made in?
All prices on our Site are in Canadian dollars.

Do you ship to my country?

Murdochworld.com ships worldwide, though there may be some exceptions. In order to check if an item can be shipped to your country, simply place the item in your Shopping Cart, then go to the Shipping Page. If the drop-down menu labeled Country under Shipping Information appears and can be selected it can be shipped there. If your country does not appear, then we do not currently ship there. We are constantly adding new locations, so if your country is not listed please check back.

Duties and Taxes for International Shipments

If your order is an international shipment it may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches your country. Additional charges for customs clearance are the responsibility of the recipient; Murdochworld.com has no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays to your package(s) .

How do I use your shopping cart?
For each item you want to purchase, click "Add To Cart". After you have added all the items to your shopping cart, you can either click “View cart and check out »” right above the item description in the last item you were in, or click “Check out” at the top of the web page. Review your order and ensure everything meets your satisfaction. You can click “delete” one or more items if you change your mind on the purchase, and you can also click “update quantities” if you want to buy more than one unit of an item. Once everything meets your satisfaction, click "Proceed to checkout" or "Checkout with ".

If you're a current customer, enter your email address and password and click "Sign In". If you are a new customer, click “Guest Login” and proceed to enter your email address and billing information. The contents of your shopping cart will be held for you during this process. Then, proceed to pay for your order with a valid credit card or through your PayPal account, and click “Complete my purchase”. Note: the shipping method will automatically populate with Canada Post Expedited Parcel™ and include the flat shipping rate relevant to your postal code in your shipping address.

What is the status of my order?
After placing an order, you can view its status by logging in to the Site. Simply click “Log in” (located at the top of the web page), enter your email address and password, and your order history will automatically appear.

How do I know my order has been confirmed?
As soon as you place an order, we will send you an Order Confirmation email, with details of your transaction. You will also receive a Shipping Confirmation email when your order has been picked up and shipped from our warehouse by Canada Post, and a Shipping Update email when your order's shipping information has been updated by Canada Post.

When will my order be processed?
Once your order payment has been successfully authorized, it takes 1-2 Business Days for us to process your order (prior to shipping it). During this processing time, your online order is transmitted to our warehouse, safely packed, and processed for shipment as quickly as possible. Orders placed after 1:00 p.m. Eastern Time will begin processing the following Business Day.

What does a Business Day mean?
A Business Day means a day other than Saturday, Sunday, a statutory holiday, and any day normally observed as a holiday by Canada Post. Orders on days other than Business Days will be processed on the next Business Day.

My status stills shows "Processing", what does this mean?
"Processing" means we have received your order, and we are in the process of gathering the requested item(s) in order to ship it to you. When your order has been picked up from our warehouse, you will receive a Shipping Confirmation email with instructions on how to track your order.

What if I haven't received an Order Confirmation?
If you have made a purchase, you should have received an Order Confirmation email from us within minutes. If you did not receive an Order Confirmation email, please check your spam or junk folder, as it may have been mistakenly directed to the wrong mailbox. Alternatively, we are here to help you out via email murdochmysteries@thekatalyst.com.

How will my order arrive at my address?
Your order will be shipped by Canada Post to your address in a durable mailing box, a poly bubble mailer or a poly mailer, depending on the item(s) in your order e.g. a T-shirt will be delivered in a poly mailer, a coffee mug will be delivered in a box.

Will everything I ordered be delivered in one shipment to my address?
When you purchase multiple items in one order (by adding them to your shopping cart and checking out once), we will deliver them all in one shipment, and you will only have to pay one flat shipping rate. When you purchase multiple items on the same day but in more than one order, we will make every effort to deliver them all in one shipment, but we cannot guarantee it, as the original order may have already been processed and shipped.

If I order more than 1 item, will it cost me more to have them shipped?
No, it will not as long as you order the items at the same time in one shopping cart purchase. When you order multiple items together, your shipping cost is significantly reduced, as you will only pay one flat shipping rate (which depends on your shipping address).

Can I combine two separate orders to save on shipping costs?
We do not combine orders for you automatically, you should contact us as soon as possible at murdochmysteries@thekatalyst.com and let us know you have more than one order. When you purchase multiple items on the same day but in more than one order, we will make every effort to deliver them all in one shipment, but we cannot guarantee it, as the original order may have already been processed and shipped. When you purchase multiple items on different days, we will make every effort to deliver them all in one shipment, but we cannot guarantee it, as one of the orders may have already been processed and shipped. Once an order has been picked up at our warehouse by Canada Post, we cannot retrieve it. In this case, we will ship the second order out as a regular, individual shipment.

I received my order, but an item was missing or incorrect. What should I do?
We apologize for the error, and ask that you let us know within 3 business days of receiving the item (the delivery date is tracked by Canada Post). Please contact us via email murdochmysteries@thekatalyst.com.

Can I change my order after it has been placed?
We will make every reasonable effort to assist you in changing your order. Please contact us as soon as possible at murdochmysteries@thekatalyst.com, as orders are processed quickly. Note that once your order has been processed and packaged for shipment, it cannot be changed.

Can I cancel my order after it has been placed?
We will make every reasonable effort to cancel your order. Please contact us as soon as possible at murdochmysteries@thekatalyst.com. Note that once your order has been picked up from our warehouse by Canada Post, we cannot cancel your order.

Can I order a product that is ‘Out of Stock’?
Unfortunately, any product listed as ‘Out of Stock’ is not available for sale. If your desired item is out of stock, you can provide us with your email address and the product you are interested in, and we will notify you when it is back in stock.

Do you offer backorders?
At this time, we do not offer backorders.

Can I order an item by phone?
At this time, all purchases can only be made through the Site.

Do you have a clothing size chart that can help me with my purchase decision?
Yes, you can view our universal size chart on our home page that will help you purchase a product in your size.

Payments

What forms of payment do you accept?
We accept payment by Visa, MasterCard, and American Express. We also accept payment using your PayPal account. We do not accept payment by cash, cheque or money order.

Will I be charged sales tax for my order?
Yes if you are ordering within Canada.  We have to charge the applicable sales taxes (GST/HST) on all orders shipped within Canada, as required by law. The GST/HST rates, based on the province where the item is being shipped to, are as follows:

• Ontario, New Brunswick, Newfoundland and Labrador: 13%
• Prince Edward Island: 14%
• Nova Scotia: 15%
• Alberta, British Columbia, Manitoba, Northwest Territories, Nunavut, Saskatchewan, Yukon: 5%
• Quebec: 5% GST + 9.975% QST

For more information on GST/HST rates by province, please visit .

Is it safe to use my credit card on your Site?
Yes, Shopify uses industry standards in security to help you keep a secure account. Shopify protects credit card information according to Payment Card Industry Data Security Standards (PCI-DSS). When you enter your credit card information during checkout, Shopify encrypts the transmission of that information using secure socket layer technology (SSL) through AES-256 encryption, the industry standard.

When will my credit card be charged?
Your credit card will be charged (in Canadian dollars) at the time of purchase. Once you have checked out, we will send you an Order Confirmation email with the details of your transaction.

My payment isn’t going through, what should I do?
If you are trying to pay with your credit card, please double check the billing address you have provided matches the billing address of the credit card you are using to make your purchase. If this does not resolve the issue and you continue to experience difficulties with your payment being accepted online, please contact our Customer Service at murdochmysteries@thekatalyst.com.

Why was my credit card declined?
A common reason for your card being declined is that your billing address entered does not exactly match the billing address that your card company has on file. Your card company may decline your transaction due to other reasons as well. Please contact your card company for further assistance.

I returned my order to you for a refund, what happens now?
Returns are generally processed 2-3 Business Days from the time we receive the item back from you. If you are entitled to a refund, a refund (including the original shipping flat rate you paid on your order) will be issued to you in the original method of payment (credit card or PayPal account). Please allow an additional 2-5 Business Days for your credit card provider to apply the refund to your credit card. Please review or Returns Policy at www.murdochworld.com/pages/returns-policy for further information.

Who do I contact for billing or payment related questions?
We are here to help you out via email at murdochmysteries@thekatalyst.com. We will gladly look into any billing or payment related questions you may have.

Shipping

Do you ship outside of Canada?
Yes we ship orders internationally. 

Where do you ship from?
We ship orders from our warehouse located in Toronto.

What service carrier do you use to ship my order?
We use Canada Post for all of our shipping orders.

Which Canada Post service(s) do you use to ship my order?
We currently offer Canada Post’s Expedited Parcel™ service, Xpresspost™ service, and for smaller orders, Lettermail™ service within Canada. 

For shipments to the US we use Canada Post Light Packet™ – U.S.A. Prices, Tracked Packet™, Small Packet™ – U.S.A. Prices, and Expedited Parcel™ – U.S.A. Prices. 

For International Shipments we use Light Packet™ – International Prices, Small Packet™ – International Prices, Tracked Packet™ – International Prices, and International Parcel – Air Prices.

How long will it take my order to get to me?
Once your order payment has been successfully authorized, it takes 1-2 Business Days for us to process your order (prior to shipping it). The total delivery time is the processing time plus the expected transit time from deposit to delivery (“Delivery Standards”) for Canada Post’s Expedited Parcel™ service, Xpresspost™ service, and for smaller orders, Lettermail™ service.

The Delivery Standards for Canada can be views in our Shipping Policy under Customer Service, or you can visit www.canadapost.ca for more information about delivery standards and a list of remote locations.

For shipment to the US or International please visit www.canadapost.ca for details. 

How much will I be paying for shipping for my order?
We ship your order out of our Toronto warehouse. Shipping costs will depend on your location, the amount of products ordered, and the weight of products ordered. You can view the total cost of shipping while completing your order on Murdochworld.com before you accept the final order conformation.

Do you deliver to P.O. Boxes?

Yes, Canada Post delivers to P.O. Boxes.

How will I know when my order has been shipped?
We will send you a Shipping Confirmation email when your order has been picked up at our warehouse by Canada Post. We will also send you a Shipping Update email when your order's shipping information has been updated by Canada Post.

How can I track my shipment’s delivery?
We will automatically send you a Shipping Confirmation email when your order has been picked up at our warehouse by Canada Post, and this email will include your Canada Post tracking number. Simply click on the link and it will take you to the Canada Post website where the order can be tracked, or go to www.canadapost.ca, enter your tracking number, and click “Track”.

How does Canada Post track my shipment?
At the time of shipment preparation, a unique tracking number (i.e. bar code) is assigned to your order. Canada Post tracks your order as it travels through its delivery network. You can view the progress of your order’s delivery anytime online at www.canadapost.ca, as each order-tracking event is logged and displayed through its tracking system.

When I track my shipment on the Canada Post web site, I don’t see any updates about its progress in transit, why is that?
Canada post tracks the delivery status of a shipment by scanning its tracking number (bar code). Typically, Canada post scans a shipment when it is first mailed, again when it goes out for delivery, and finally, when it reaches your shipping address, with the final scan providing you with delivery confirmation. Upon delivery, or attempted delivery, the tracking number is scanned and the date and time are captured. If, for some reason, you are not seeing any updates about your shipment’s progress, please contact Canada Post’s tracking department directly at 1-888-550-6333.

Why is my Canada Post tracking number invalid or unavailable?
Your Canada Post tracking number should be comprised of 16 numeric digits (0000 0000 0000 0000). If you receive a message telling you that your tracking information is invalid or unavailable, it doesn't mean that your item hasn't been mailed. There may be a delay between scanning events and the availability of tracking information related to those scanning events, or depending on how recently your item was mailed, tracking information may not be immediately available.

Do I have to be home to receive my package?
No, you do not need to be home, the item will be delivered to your mail receptacle. Note: if the shipment is too large for your mail receptacle, and no one is home, the shipment may be Safe Dropped* or a Delivery Notice Card will be left at the door (*it is at Canada Post’s discretion to consider leaving the item in a Safe Drop location; for an apartment building, the item may be left with building administration personnel; a Safe Drop Card, indicating the location of the Safe Drop, will be left in the addressee’s mail receptacle at the time of delivery).

Will I have to sign for my shipment?
Depending on the product(s) ordered, you may or may not have to sign for your shipment.

Is my order insured with Canada Post?
Yes, Canada Post’s Expedited Parcel™ service include up to CDN$100 Liability Coverage against loss or damage. Once your order has been successfully delivered, the Liability Coverage ceases to be in effect.

Do you offer Canada Post’s Deliver to Post Office option?
No, at this time, we do not offer the choice to have your item delivered to a post office instead of your shipping address. However, we will look at adding this option in the near future.

I live in Toronto, can I just come pick up my order?
At this time, we do not offer in-person pick up. All orders are shipped to your preferred address thorough Canada Post.

Returns

What is your policy on returns?
We believe in providing our customers with high quality products and best-of-class service, and backing our words up with complete satisfaction. If, for some reason, you are unsatisfied with an item you have purchased on our Site, you may return it within 15 Business Days of the Canada Post delivery date for a full refund or exchange, provided you meet the conditions laid out in our Returns and Exchanges Policy.

I would like to return an item, what do I do?
If you're not satisfied with your purchase, you can return your item(s) within 15 Business Days of delivery. Please contact us via email at murdochmysteries@thekatalyst.com and provide us with your name, order #, and reason for your return. Then, our customer service team will contact you with instructions on how to complete the returns process, including a link to an online “Print a Return Label” form, which you will need to complete. You are responsible for returning the item in its original condition to our warehouse in Toronto.

What are the shipping charges for returning an order?
We will provide you with instructions on how to ship your return back to our warehouse, and we will include a Canada Post Expedited Parcel™ Return Label, which is prepaid by us. Should you proceed to print this Return Label and ship us your return, we will refund your order.

What happens if I print a Return Label but don’t end up returning the item, will I be charged?
No, there is no cost charge for printing a Return Label.

How long will it take you to process my return?
Once we receive your returned item in our warehouse, it usually takes 2-3 Business Days to process the return. If you are entitled to a refund, a refund in full (including the original shipping flat rate you paid on your order) will be issued to you in the original method of payment (credit card or PayPal account). Also, please allow an additional 2-5 Business Days for your credit card provider to apply the refund to your credit card.

How do I get a Return Label?
To request a Return Label, please contact us via email at murdochmysteries@thekatalyst.com and provide us with your name, order #, and reason for your return. Then, our customer service team will contact you with instructions on how to get a Return Label.

I missed the 15-Business Day return window and still want to return an item, what are my options?
We know that sometimes things happen and you just can’t make a deadline. Please contact us via email at murdochmysteries@thekatalyst.com, provide us with your name, order #, and reason for your return, and we will do our best to accommodate your return.

You sent me the wrong item, what do I do?
We apologize for the error. We ask that you let us know within 3 Business Days of receiving the shipment from Canada Post by contacting our Customer Service team at murdochmysteries@thekatalyst.com. We will provide you with instructions on how to return the incorrect item back to our warehouse, and we will, of course, cover the shipping cost to do so. Then, we will either ship you the item you ordered (at no extra shipping cost to you), or issue you a full refund, should the item not be in stock anymore.

You sent me the wrong number of items, what do I do?
We apologize for the error. We ask that you let us know within 3 Business Days of receiving the shipment from Canada Post by contacting our Customer Service team at murdochmysteries@thekatalyst.com. If we sent you too many items, we will provide you with instructions on how to return the incorrect order back to our warehouse, and we will, of course, cover the shipping cost to do so. If we sent you too few items, we will either ship you the additional items you ordered (at no extra shipping cost to you), or issue you a refund, should the items not be in stock anymore.

I received my item but it is damaged, what do I do?
We apologize for the mishap. We ask that you let us know within 3 Business Days of receiving the shipment from Canada Post by contacting our Customer Service team at murdochmysteries@thekatalyst.com. We will provide you with instructions on how to return the damaged item back to our warehouse, and we will, of course, cover the shipping cost to do so. Pending its evaluation by our Returns department, we will either ship you a new identical item (at no extra shipping cost to you), or issue you a full refund.

What's eligible for a return or exchange?
You may return an item purchased on our Site within 15 Business Days of receiving it from Canada Post for a refund or exchange, provided the item is delivered back to us in original, re-saleable condition, properly packaged in a box, bubble envelope, or polypack envelope. For clothing, the item must be returned in new, unwashed and unworn condition, without any scuffs, scratches, stains, or tears, and must have the original tags attached (if the item arrived with tags on).

Note that certain items cannot be returned, such as customized items, on-demand items, and opened media items (DVDs, CDs).

I received my order and would like to exchange an item for a different size or colour, what do I do?
You can exchange an item for another size or colour of the same item you purchased. Please contact us via email at murdochmysteries@thekatalyst.com and provide us with your name, order #, and requested new size or colour. Then, our customer service team will contact you with instructions on how to complete the returns process, including a link to an online “Print a Return Label” form, which you will need to complete. You are responsible for returning the original item in its original condition to our warehouse in Toronto.

I lost my Return Label, what do I do?
No worries, please let us know by emailing us at murdochmysteries@thekatalyst.com, and we will be get another Return Label to you as soon as possible.

Contact

How do I contact Murdochworld.com?

For all show-related inquiries, fans can send an email to murdoch@shaftesbury.ca

Got a question about fan events? Please sign up for the official Murdoch Mysteries mailing list to receive updates.

We also encourage you to follow us on Twitter or like us on Facebook - be sure to check out photos, watch behind-the-scenes videos, chat with other fans and more!

For inquiries related to the merchandise you can reach us weekdays from 9am to 5pm EST by calling toll free 1-877-604-2999, or by email at murdochmysteries@thekatalyst.com. We will make every effort to respond to you within 24 hours of your contact.

How do I contact Canada Post?
We recommend visiting Canada Post’s support page at www.canadapost.ca/cpo/mc/personal/support/helpcentre. Information is provided on how to contact them online and via the phone, as well as answers to FAQs re shipping, delivery, and tracking.