Customer Service

Oneida has partnered with Borderfree to allow you to see your total landed price including all duties, taxes, shipping and handling charges in Canadian dollars before you place your order. Here is some additional information for our valued Canadian buyers:

• How do you ship to Canada?
• How much duty do you charge on Canadian orders?
• How much tax will I be charged on my orders?
• What are my shipping options for Canadian orders?
• What will show up on my credit card statement?
• When will I be billed?
• What exchange rate is applied to my orders?
• How do I track my order?
• What is the return policy for Canadian orders?
• How do I exercise my warranty options?
• Where can I purchase Oneida product?
• Does Oneida have Outlet Stores?
• Checkout Error
• Why is my order shipped to a US address?

For more general product related questions, please visit our US Frequently Asked Questions

E-Mailing Oneida:
We are not fully prepared to accept Canadian customer e-mails. If you have any questions, please feel free to contact us at 1-800-341-3332. We apologize for the inconvenience and look forward to assisting you.

How do you ship to Canada?
Oneida fulfills Canadian orders through our partner, Borderfree. Simply add items to your order and click on Canadian Check Out to complete your order. You will see your total landed price including all duties, taxes, shipping and handling charges in Canadian dollars before you place your order. You will pay Borderfree the total amount for your order in Canadian dollars (which means that they will bill your credit card) and we will ensure that products get right to your door. If you have any questions about Canadian orders, call Customer Service at 1-800-341-3332.

Customer Service regular hours:
Monday thru Friday 8:00 am - 9:00 pm EST
Saturday 9:00 am - 3:00 pm EST

You may also e-mail us at sales@oneida.com. Back to top

How much duty do you charge on Canadian orders?
Determining your duty rates depend on many factors (Product, Country in which the product was manufactured, etc.). To know the exact duty charges before you buy, simply add items to your order and check out through our "Canadian Check Out." You will see the exact duty charges prior to submitting the order. Duty is not applicable on any order totalling less than CAD$20. Back to top

How much tax will I be charged on my order?
The tax rate applied depends on your ship-to destination. Please refer to the following chart to determine the relevant rate for you.

Legend:
GST = Federal Sales Tax
PST = Provincial Sales Tax
HST = Harmonized Sales Tax (For some provinces, one Federal and Provincial tax applies).

- Provincial sales tax is only charged on orders where the delivery is shipped to an Ontario address. This is due to an agreement between the Federal and Provincial Governments regarding the collection of PST on goods that enter Canada through an Ontario border.

- Orders are subject to Harmonized sales tax if the delivery is to a Province that has instituted a combined (Harmonized) Provincial and Federal sales tax.

- GST is applied to all aspects of an order whereas PST is not applied to shipping and handling.

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What are my shipping options to Canada?
All orders will ship complete. Product availability questions, please contact
1-800-341-3332.

Oneida offers the following shipping options to Canadian buyers:

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What will show up on my credit card statement?
Your order will be billed to your credit card by our international service provider, Borderfree. "Merchant name WEB/PH ORDER BRDFREE" will appear as the billing company. Back to top

When will I be billed?
Your credit card will be billed by Borderfree once your order clears the Canadian border. Back to top

What exchange rate is applied to my order?
Real-time exchange rates are applied to your order. The rate charged to you is a guaranteed amount - this will not change once you accept an order. To know the exact price before you buy, simply add items to your order and check out through our Canadian Check Out. You will see the exact price for your order in Canadian dollars before you actually place the order. Back to top

How do I track my order?
Within 24 hours of placing your order, you will receive an order confirmation email. When your package clears our international facility and is on its way to you, you will receive a shipment notification email that will include a link to track your package with the Canadian carrier. All other inquiries should be directed to 1-800-341-3332 or email sales@oneida.com. Back to top

What is the return policy for Canadian orders?
Please view the Canadian Return policy for more information. Back to top

How do I exercise my warranty options?
Please contact 1-800-341-3332 or email sales@oneida.com. Back to top

Where can I purchase Oneida?
Contact us at 1-800-341-3332 and an Oneida representative will be happy to assist you. Back to top

Checkout Error
In order to successfully place an online order through any of our contracted U.S Merchant Partner sites, you must ensure the following:

• The billing information you are entering matches what your credit card company has on file
• The credit card number is being entered accurately
  
• There is adequate credit available on the card
  
• The credit card does not expire in this current month or the next month
  
• The phone number entered matches that on file with your credit card company
  
• It is a Canadian issued credit card
  
• If using a Corporate or Spousal card, only the primary cardholder may be able to place the order (some corporate cards cannot be verified)
  

In addition to verifying the information with the credit card company, you may want to confirm that the credit bureau TransUnion, has the correct information on file for you.

TransUnion can be reached toll-free at: 1-866-525-0262

Please note: TransUnion is the credit bureau that provides online verification and may have information that differs from that of your credit card company.
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Why is my order sent to a US address?
All Canadian orders our sent to our Borderfree partner located in Taylor, Michigan. Your order is then shipped to you from their facility. Back to top