Friday, September 5, 2008
How can I contact Customer Care?
Please have your 8-digit subscriber number handy to help us access your personal account. It can be found on the address label, invoice, or renewal notice.
Visit Customer Care at www.walrusmagazine.com/care You can access your membership account 24 hours a day.
Telephone: 1-866-236-0475 in Canada and USA, for other 1-905-470-2420
Monday through Friday, 9 a.m. to 5 p.m., Saturday 9 a.m to 5 p.m.
Fax: 1 (905) 946-1679 Please mark: “ATTN WALRUS”
Email: subs@walrusmagazine.com Customer Service Mail: PO Box 915 Stn Main, Markham, ON, L3P 0A8
When should I expect to receive my first issue?
Your first issue should arrive approximately four to six weeks after we receive your order. If you have waited more than six weeks, please contact Customer Care.
Delivery time for subscription outside Canada vary from the times indicated above.
What can I do about missed or damaged issues?
Contact Customer Care and we will send you a replacement copy by first class mail. Remember that The Walrus publishes 10 times a year, with double issues on Jan|Feb and Jul|Aug.
How can I change my delivery address?
You can do it online, click here to login to Customer Care. OR contact Customer Care and provide your account number and your new address. If you don't have your account number, please provide your old and new addresses so we can update your account.
Our magazine mailing labels are prepared well in advance, the best time to change your address is when you have just received a new issue. Otherwise it may take a few weeks before your new address takes effect.
What should I do if I receive duplicate issues?
Contact Customer Care and we will combine the two subscriptions. We will also extend your subscription to compensate you for the duplicate copies you received.
My subscriptions doesn't expire for several months; why am I receiving renewal notices now?
We start mailing renewal notices approximately four months prior to your subscriptions expiry date. This gives our subscribers plenty of time to renew their subscription and avoid an interruption in service.
You can avoid the hassle and waste of receiving renewal notices and have your subscription automatically renewed for you when it comes time. Please contact Customer Care for more information on how to sign-up for Continuous Service or our environmental GREEN subscription program.
I don't want my name and address made available to other organizations. How can I make sure this doesn't happen?
We occasionally make our member list available to like-minded organizations to let you know about a product or service that might interest you. If you prefer we not share your information simply login to our Customer Care website and change your privacy setting OR contact Customer Care and your name will be removed.
The Walrus also recommends that you sign up for Canadian Marketing Association’s 'do not call/do not mail' service to remove individuals from marketing campaigns. To add your name to this list, call 1-416-391-2362 or visit their web site: http://www.the-cma.org/consumer/donotcall/dnc_service.cfm.
I have requested that my name be removed from lists made available to like-minded organization but still receive mailings. What should I do?
Names made available to like-minded organizations are often requested well in advance of the mail-out date. It can take up to 2 months for all mailings to stop.
How can I find my susbcription account number?
Your account number can be found on all Walrus correspondence above your address on your issue mailing label, invoice and renewal notices. It starts with ‘6’ and is 8 digits long. On correspondence dating before October 2006 the account number would have started with ‘5’ and would have been 7 digits long. See an example of where to find your account number below.
How can I find out when my subscription expires?
Your subscription’s expiry date can be found on your issue mailing label and on your account status page at the Customer Care website. Click here to go to that page.
I have received a piece of Walrus mailing asking me to subscribe. How do I remove myself from this list?
If you want your name removed from future Walrus mailings, simply return the order request card with “No Thanks” written across your address or contact customer care to have your name added to our “No Thanks” listing for Walrus mailings.
The Walrus also recommends that you sign up for Canadian Marketing Association’s 'do not call/do not mail' service to remove individuals from marketing campaigns. To add your name to this list, call 1-416-391-2362 or visit their web site http://www.the-cma.org/consumer/donotcall/dnc_service.cfm.
I have received a renewal or invoice notice after I have sent in my payment. Have you not received my response?
Walrus renewal and invoice mailing labels are produced well in advance of the mail date. Most of the time your payment and our follow-up notices cross in the mail. If you have received more then one follow-up notice after you have responded please contact Customer Care.
Can I pay my personal invoice, renew, or change my address online?
Yes, you can manage many aspects of your account 24 hours a day for FREE. The Walrus encourages use of the online Customer Care center because it saves time and paper.
Can I pay for or renew my gifts online?
You can currently renew your gifts online, however we are not able to process gift payments online yet. We are hoping to make this available in the near future.
My gift recipient hasn’t yet received the acknowledgement letter or their first issue. When will it arrive?
Your gift recipient’s first issue should arrive approximately four to six weeks after we receive your order and your gift’s acknowledgement letter should arrive approximately four weeks after we receive your order.
If they have waited more than six weeks, please contact Customer Care immediately to confirm your gift recipient’s contact information.
Delivery time for subscriptions outside Canada varies from the times indicated above.
Why are US and International subscriptions so much more expensive than Canadian subscriptions?
Canada magazine subscriptions delivered within Canada are given a special publishers rate by Canada Post and this rate doesn’t apply to subscriptions outside of Canada.
All International subscriptions are mailed Canada Post air mail and US subscriptions are mailed USPS (when possible) to help shorten delivery time.
Why do subscriptions outside of Canada take so long to arrive?
Delivery times may vary for US and International subscriptions because of differences within each country’s postal system.
All International subscriptions are mailed Canada Post air mail and US subscriptions are mailed USPS (when possible) to help shorten delivery time.
Why cannot I not login with my email address?
Unless we have your email address exactly as written on file we will not be able to let you access your customer care information.
Please list your email address on your file and on all correspondence so we can contact you if a customer care issue arises. The Walrus does not sell or trade email addresses with any organization.
Why do you require two pieces of information to login to my Customer Care account?
The Walrus wishes to provide a secure environment for online account management. Requiring two pieces of information (account number and postal code or email address and postal code) helps keep our online site secure.