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Cancel an order
If you have already received an email saying we have finished processing your order, it is too late to cancel. You will instead have to request a Refund/Credit and follow the directions there.
You will not receive a reply to this request. If we are able to cancel your order, you will receive an order cancellation notice.
Address Correction
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We process orders very quickly, but there is a very small chance we may be able to correct your address in certain situations. If this is the case, please enter your proper address below and we will see if it is possible to change it for you.
We normally cannot change your shipping address on your order, we can only cancel your order if it is early enough. If you have already received an email saying we have finished processing your order, it is likely too late to cancel. You will instead have to request a Refund/Credit and follow the directions there.
You will not receive a reply to this request. If we are able to cancel your order, you will receive an order cancellation notice.
Error at Cart/Checkout
When items are added to your cart, they are not guaranteed to be in stock by the time you complete checkout. During busy times on our website, we have up to 30 orders being processed every minute. Items can easily become sold out before you finish your checkout, but guaranteeing your product while in the cart presents other problems like cart timers, cookies, and server processing. We alleviate this by allowing our stock to go into negative numbers at checkout, but even this has it's limits.
Our stock of cards is limited, so we have to keep tight controls on inventory and availability. You can always check our product page to see if any more product is being restocked again soon.
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If you believe your credit card should not be declining your purchase, it is possible that our own system is declining to complete the transaction if your billing address entered does not match the info on your credit card account.
Please make sure that you enter your billing address exactly as it appears on your credit card statement. If you are using a prepaid credit card, please follow the instructions on the back to login to your account and create a billing address.
Due to fraud checks, our system automatically declines transactions that do not have a valid address match and classifies it as high risk. Your own credit card customer service may tell you that the charge was approved, but our own system will not accept a high risk approval.
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We have had to implement a second email confirmation field at checkout due to a high number of customers that enter their email address incorrectly, then inquire and complain about their orders not going through because they did not receive an email.
There are two fields at checkout to enter your email address, and you must type it in twice exactly the same way. Capitalization of letters and spaces after the email address could cause an error in confirming a match. Many mobile phones try to capitalize the first letter of your email address, or add a space after it when autocompleting.
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On a recent website software update in mid April 2021, there seems to be a bug on Apple devices browsing with Google Chrome where the website will not allow you to enter a credit number at all. Please try closing your browser completely and reopening, or trying another browser like Safari or Firefox.
If you are still not able to enter your credit card at checkout, please call our sales line at (204) 233-6365 extension 2 to place an order over the phone.
Error with order
Please examine the ink colour on your envelope, your mailing label, and a large faint number on your envelope behind the mailing label. The color of the ink should match the color of the cards (ie: green ink indicates green cards inside), and the number on the envelope behind the mailing label should match the quantity of cards on your mailing label (ie: a large 4 on the envelope behind the label indicates a 4-Pack of cards). Did you receive the proper envelope?
Please upload a photo of your entire envelope with a clear view of your mailing label. This will help us understand if/how an error has occurred with your order.
Please remember that card packs are shipped separately as indicated on your order email, sometimes at different times. For example, if you ordered 3 card packs but only received 1 or 2, the 3rd one will be on the way shortly. Be advised that if you were sent incorrect card types or quantities, we cannot send you a replacement or make replacements available for pickup. You will have to re-order your cards if they are still available on our website.
Missing Cards
Please enter the game date of the cards you have not received yet.
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Please enter the quantity of cards you are missing for this specific game date, for this specific order number only.
If you have not received your cards before the game, or within 2 weeks from the date of your order, we will investigate the reason why. Please be advised that we do not offer a local pickup of replacement cards while COVID-19 measures are in effect. If it is after the game, we recommend you choose a Refund/Credit instead and follow the instructions there. You will not receive a reply to this request unless we find a specific reason for your cards not being received. You will receive an automatic Web Credit emailed to you for a future purchase once we receive your cards back, unless you specifically request a Refund with this form.
Refund Request
We can provide a Refund only after we have received the cards back at our office. This may take longer than expected, and can happen automatically by Canada Post if the order was undeliverable.
If your cards were not delivered, there is a chance that Canada Post will return the cards back to us. At that time, we will process a refund for your order. If it has been longer than 5 weeks since your order, our customer service representative will receive a notice to look at your order.
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Many times, when orders do not go through for some reason (billing address verification, authorization errors) extra pre-authorization charge(s) may immediately appear on your card anyways. These extra charges are not finalized (captured) and should disappear after 5-10 business days. Please contact your credit card company if the charges do not disappear, and fill out this form again if they are unable to resolve your problem.
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We will look into your order and credit card charges, and have a resolution or response to you soon.
Web credits will be sent to your order email address only, so please check your spam folder for any coupon codes. Refunds may take an additional 7-10 days to process, and may also take up to 14 days after that to appear on your card. You will receive a notification of a refund in your email, or a reply from us if there is a reason we cannot credit/refund your order.
Gift Card Assistance
Gift cards on our website are electronically delivered by email, and can be purchased by credit card or by interac e-transfer. It is available here:
Gift Card
If you would like to buy cards from our website, but do not have a credit card, buying a gift card by interac e-transfer is a great option. Go to our shop, click the gift card, choose the dollar amount you'd like to buy, and add the gift card to your cart.
It must be the only item in your cart if you want the option to pay by interac e-transfer.
You then go to your cart and checkout and complete your order using the Interac E-Transfer as a payment option. You will receive an email with instructions on how to send your interac e-transfer to us. We have to manually process your order to approve your coupon, which may take up to 1 business day. You will receive an email with your Gift Card code after we manually approve your order, and you can use this card by copying/pasting the code into the coupon field at checkout, or just click on the coupon during checkout if you have an account with us.
You cannot add funds to an existing gift card, you must purchase a new gift card each time. You can use multiple gift cards on an order if you have a small amount remaining on your old card.
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Coupon codes are delivered by email immediately after your interac e-transfer payment is manually approved. Please check your spam folder for an email from us with your coupon code if you do not see an email within 1 business day.
If your email client allows clicking links, it is easy to simply click the coupon in your email to open up our website and have it active in your session. Once you are in the checkout area, the active coupon will appear at the top of the checkout area for you to click on, which eliminates any possible typos. Also, it is possible to select the text of the coupon in your email and "copy" it to your clipboard, then "paste" it in the coupon field on checkout. This will eliminate any possibility of confusing a "Number one" with a "Lowercase L" or similar problem.
If you are still having problems, choose one of the following:
Customer Account Help
To register a new account, or login to your existing account,
please click here for our Account page. You will have to register with your email address, and you will receive a temporary password in your email. Once you login with that temporary password, you may change your password, enter your mailing address info, and more from your Account page.
If the website is not letting you log into your existing account,
please click here to use our Password Reset.. If you do not receive a password reset email from this page, please check your spam folder. It is also possible that you signed up with a different or misspelled email address, so please try to create a new account again from our
Account page.
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How would you like us to try to assist you with your account?
- Click here to reset your password
[Retailer] Helpdesk
[Retailer] Account Access
We are currently phasing in our retail stores to pre-pandemic levels. We plan to start accepting new applications winter 2021
If you still have a large outstanding balance with us, we may not be able to enable your account to purchase cards. Please contact our accounting department to clear up any outstanding invoices before requesting access to purchase cards on our site.
Card pack limits will be restrictive at first, due to supply and to minimize returns.
Each store will be categorized at different levels to buy cards at a 10% discount.
Each level will correspond to what card package sizes can be purchased, and is based on your previous sales history.
[Retailer] Payments
All cards must be purchased up front via this new site before cards are shipped out.
You may apply for a credit line to purchase at least one month of cards, and pay your bill later by any of the above mentioned payment methods.
Options to pay bills will be credit card, bank transfer or EMT and/or store credits earned.
Payments by credit card must have the order billing address and postal code entered the same as the address and postal code on your credit card account, otherwise the address verification check will fail.
Please contact your bank to find out more information about why the transaction was declined. Due to privacy reasons, we are not given very much information about why a transaction fails. The bank will be able to help you far more.
Payments by web store credit may not be available at checkout if you do not have enough credit available for the entire purchase, or if your account has gone into "Overdue" status.
If you would like to pay your credit balance by credit card, the payment should be reflected immediately on your balance. Payments by any other method require processing time.
If you would like to use your credit balance even though your account is overdue, you may request our customer service staff to clear the overdue status on your account. Our system automatically marks accounts as overdue when a bill payment is missed, and we are happy to clear this status upon request.
Unfortunately, many of our emails are often blocked by spam filters. Please check your spam folder for an email from our system.
E-transfers must be sent to bingo@kinsmenclub.com and must include your Wholesale Order # in the message to ensure proper credit to your account.
Payments will be reflected on your account within one business day.
Credit line payments can be made at anytime on our wholesale website. Please visit the "My Account" section of the wholesale website, and click on the "Credit Line" link on the left. From there, you can click the "Make a Payment" button, and either make a full payment from your last billing statement, or make a custom payment for any amount. You can pay off your credit line early (even before you receive a bill) by choosing to make a custom payment.
[Retailer] Refunds and Returns
Returned cards must be accompanied by your completed return slip, which is available
here. We ask that returns be sent to us once a month.
Refunds may take a few business days to process after we have received your cards. If you purchased cards credit line, it will be refunded to your credit line balance. If you purchased cards by credit card directly, it will be refunded back to your credit card.
We cannot refund returned cards to your credit card if you purchased them via your web credit line first.
If returning cards by Canada Post, postage will be credited back via web coupon code (min $1.00 / max $15.00 monthly) calculated by actual return postage cost or $0.50 per card, whichever is lower.
You will receive this coupon code via email, and it will appear on your account at checkout.
[Retailer] Deliveries
Shipping of the cards will have options that you can choose on the check out process. The choices are: Winnipeg courier on designated days for the region of the store, Free Canada Post parcel, Local pickup at our office, Paid XpressPost/Same day courier.
Agent Only Section
This area only available to logged in Helpdesk Agents
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These details will be visible to both support agents AND the customer in the ticket notification email. Enabling this will escalate this issue to an unsolved ticket.
Only use this option to assign this ticket to yourself, or if there's a very specific reason to assign to a person (ie: requested by customer). Enabling this will escalate this issue to an unsolved ticket.
