Create Distribution is committed to providing you with the high level of customer service which you’ve come to expect from quality retailers. If at any time you have a question or comment about our website, our products, or your order, please contact us. Please be certain to include your order number in all correspondence if applicable.

Returns

Returns

All return requests for unwanted items must be made within 5 days of receiving the order. Only sealed, unopened and UNUSED merchandise in its original packaging will be accepted. All returned orders will have a 25% restocking fee.

Create Distribution does not cover shipping fees, and insurance on items returned. Edible food products (including all petal & luster dusts, sprinkles, fillings, flavorings, isomalt gems, cake mixes, gels, foodpens, highlighters, colorings, twinkle dust, dragees, chocolates, etc.), pre-made gumpaste flowers and decorations, gold and silver leaf and sprinkles, aerosol colors, royal icing decorations, acrylic cupcake and cake stands, bulk orders, air brushes, cake dummies, chocolate transfer sheets, all edible image transfer sheets, discounted items, seasonal items, books, video material or and special orders are NOT returnable.

All gift certificates are non-refundable. All discontinued and clearance merchandise is non-returnable.

Create Dist. does not refund customers for any food product, including rolled fondant and sculpting or modeling chocolate, that is not recalled by the manufacturer. It is the financial responsibility of the customer to pay for shipping approved product back to Create Dist.

Create Distribution will not reimburse customers for shipping of products to them or back to Create Dist. if they did not wish to keep them.

All unwanted/returned items will have a 25% restocking fee charged to your credit card. Also, if product is sent back to Create Dist. without an RMA number, Create Dist. is not responsible for refunding any costs to the customer. Only approved returns with an RMA will receive credit for the merchandise. To receive credit and to return merchandise: FIRST -Call our customer service department at 1-800-861-5426 and obtain a return merchandise authorization number (RMA). Your RMA (return merchandise authorization) number must be clearly printed on the outside of the box. No returns will be accepted without the RMA number clearly printed on the outside of the box. No returns will be accepted 15 days after an RMA number has been issued to you. Please ship your package with adequate insurance for the value of the contents. If your merchandise is lost or damaged while returning, Create Dist. will not assume responsibility.

Enclose the sales receipt from Global Sugar Art (or photocopy of original). Once a return package is received by Global Sugar Art, a refund will be issued on your credit card. Pack the product to be returned in a suitable shipping carton and send it to: Create Distribution – Returns

A Product is Missing from Your Order

Contact us by calling 1-800-861-5426 within 3 days of receiving order so that we may initiate an inquiry, following which we will either send the missing product or issue you a refund.

My Product has Damages or is Incorrect

Contact us by calling 1-800-861-5426 within 3 days of receipt and we will replace the damaged or incorrect product or issue you a refund. You will be provided with further instructions for returning the damaged or incorrect product. Please do not ship back to us until we have provided your RMA#. You are responsible for return shipping and taxes (if applicable). Return shipments should be appropriately insured; Create Distribution cannot be held responsible for non-delivery or damage to the products during shipping. Save your shipping box and packaging! It needs to be inspected by the carrier. Claims cannot be made for damaged goods if the box is discarded.

Call our customer service number at 1-800-861-5426 within 3 days of receipt of product. All damaged items MUST be returned in the original box with the original packing material.

If you return a damaged item in any other packaging and the carrier denies the damage claim due to inadequate packaging, we cannot issue a refund to you. A return merchandise authorization will be given to you and UPS/Canada Post will pick up your package within 2-3 business days. A refund will be issued to you on your credit card when we receive the damaged goods providing all conditions of our return policy are met or we can ship out a replacement item. Return of a product signifies your acceptance of the terms of our return authorization. Products returned without prior return authorization may be refused and returned to you at your expense.

Undeliverable Orders

Undeliverable Orders

Any order sent to a customer that is refused or is undeliverable will be charged the full shipping costs, including return shipping to Create Dist.

Undeliverable packages include orders with incorrect addresses or orders where UPS made three attempts to deliver and held for an additional 5 days at the depot and no one is available to accept the package. When shipping via Canada Post one attempt will be made and then will be held for 15 days at the closest depot. In the event orders are not picked up by the given time frames all orders will be shipped back to Create Distribution.

Orders returned to Create Dist. due to Incorrect Address, Incomplete Address, Customer Not Home, or Order refused by customer?

If your order is returned to us due to an incorrect address given by the customer at the time of ordering, incomplete, customer refusal or not picked up at the depot in the given time frame by carrier the order will be delivered back to Create Distribution.

We will then contact the customer and re-ship the order at the customers expense. If the customer chooses not to have the order re-shipped, they will be charged a 25% restocking charge plus the original shipping charges.

Payment Options

Payment Options

For orders submitted on our website or over the phone we accept payment by Visa or MasterCard credit cards (either securely provided online or via telephone) as well as through PayPal.

Is my credit card secure on your website?

ABSOLUTELY! We use secure encryption to ensure your credit card and personal information are secure. Our website is 100% PCI compliant and is testing regularly. We value your safety and do our best to maintain security standards to keep your information protected.

Shipping

I need to change my shipping address or I have entered in an incorrect address?

If it shipped by First Class or Priority Mail, the address cannot be changed. 

If you incorrectly entered your address when placing your order or if the address is incomplete (missing apartment or suite numbers, etc.), you will be charged an additional $12.50 to reroute your order to the correct address. If you have given us an incorrect address and the order is returned to us in original condition by the carrier, we will refund the customer for product only minus a 25% restocking fee.

The shipping costs are not refundable because we incurred the shipping expense sending to your incorrect address and we have to pay the shipping back to us. Once you notice an error has been made contact us as we will do our best to assist you.

When will I see the shipping Calculations?

Since Canada Post shipping charges are based on the weight of the package and your postal code, you must be logged in or registered to see your shipping charges.
Also- If you are ordering from Canada and you do not see a shipping amount, it may be that your shopping cart exceeds the weight Canada Post can automatically calculate. If you have ordered a lot of fondant or heavy pans, we may need to call us toll-free to place your order over the phone.

Do you offer FREE SHIPPING ?

We offer free shipping in Canada only for orders over $150.00 for all Retail Accounts. Free shipping rated of $150.00 DO NOT APPLY TO A WHOLESALE ACCOUNT.  Offer valid on purchases over $150 or more in the same order. Gift Cards, taxes, No-Free Delivery items and prior purchases, bulk orders, special order items, telephone or in person orders or in conjunction with other discounts for which you may otherwise be eligible (except as otherwise noted) do not qualify toward the minimum purchase requirement and offer cannot be applied to such items.  Delivery surcharges still apply. Regular Parcel Only with Canada Post.  Offer not valid for unlimited flat rate delivery or rush shipping.  Promotion Code may not be combined with any other coupons, discounts or offers.

We reserve the right to review each qualifying order and adjust the shipping fee and/or discount as necessary; we will notify you of any such changes. In particular, product substitutions or other changes to, or cancellations from, an order (whether at your request or in accordance with our posted policies) which reduce the order value below the $150.00 threshold will impact eligibility for this offer. Multiple orders which can be shipped together are eligible for only one shipping discount. The shipping discount will be deducted from the value of any refund otherwise due for the return of a product which results in the net order value falling below the $150.00 threshold. All Packages considered OVERSIZED AND OVERWEIGHT BY UPS/Canada Post will be CHARGED accordingly and will not be categorized under free shipping when placing your order.

Do you Ship outside of Canada ?

We Currently DO offer shipping outside of Canada. 

Can I pick up my order as I live in the same area?

Create Distribution is open for pick up orders along with walk in customers on Wednesday’s 10am-4pm and Thursday’s 9am-12:30pm. If you find that these times and days to do not work for you to pick up your order we suggest to ship courier options.

How Long does it take for Canada Post to deliver my order?

We offer 4 rate and delivery structures through Canada Post

Priority (next day)

Xpresspost (1 day local/regional, 2 Days National)

Expedited (1 Day local, 1-3 Days Regional, 3-7 days National)

Regular Parcel (2 days Local, 2-5 days Regional, 4-9 days National)

Please keep in mind your delivery time does not include your processing time.

How long does it take to process an order?

General shipping: All orders will be processed within 2-3 business days of receipt of order during business hours (Monday-Friday); transportation time will be additional based off what you have picked for your shipping method.. We strive to provide a processing time in 1-2 days however at our peak times we may have an overflow of orders and processing can take up to 4 days.
If you require a rush processing time/Priority Processing: All requests for 1 day processing MUST BE RECEIVED BY 11AM (western standard time) and may incur an additional $10.00 fee PLUS Canada Post shipping charges. We can ship next day, 2 day, or 3 day – please specify. We can not guarantee this service will be available, however we strive to meet all our customer needs to the best of our ability.
We DO NOT back order. Any out-of-stock items must be re-ordered by the customer. If you are in need of a product that is out of stock please call the store and we can advise when the next order will be arriving.
We reserve the right to hold up orders for delivery until overdue accounts have been paid or if a credit card has not been accepted. You will be notified if we have troubles processing your credit card for any reason.
All Packages considered OVERSIZED AND OVERWEIGHT BY Canada Post will be CHARGED accordingly and will not be categorized under free shipping when placing your order.

Our shipping department is closed on all statutory holidays:

  • New Year’s Day — 
  • Family Day — 
  • Good Friday — 
  • Victoria Day — 
  • Canada Day — 
  • Labour Day — 
  • Thanksgiving Day — 
  • Christmas Day — 
  • Boxing Day —  

These dates — as well as Easter (Monday), August Civic Holiday and Remembrance Day and civic/provincial holidays observed at the destination address — are not considered business days for purposes of calculating the shipping delivery standard.

Privacy Policy

Commitment to Privacy

Create Distribution Customer Privacy Policy was developed as an extension of our commitment to combine the highest-quality products and service with the highest level of integrity in dealing with our customers. Create Dist. Customer Privacy Policy is designed to assist you in understanding how Create Dist. collects, uses, and safeguards the personal information you provide to us and to assist you in making informed decisions when using our products and services. This policy will be continuously assessed against new technologies, business practices, and our customers’ needs.

What Information Do We Collect?

When you visit our web site, you may provide us with two types of information:

(1) personal information you knowingly choose to disclose that is collected on an individual basis and

(2) web site use information collected on an aggregate basis as you and others browse our web site.

Personal Information You Choose to Provide

If you choose to purchase products from us, you will need to provide us with personal information, including your name, address, telephone number, shipping address, and e-mail address. You may also need to provide us with your credit card information. In addition to providing the foregoing information to us, if you choose to correspond with us through e-mail, we may retain the content of your e-mail messages together with your e-mail address and our responses. We provide the same protections for these electronic communications that we employ in the maintenance of information received by mail and telephone.

How Do We Use the Information That You Provide to Us?

Broadly speaking, we use personal information for purposes of administering our business activities, providing customer service, and making available other products to our customers and prospective customers. Occasionally — and no more than once per week — we may also use the information we collect to notify you about important changes to our web site, new products, and special offers we think you will find valuable. As a customer, you have the option to choose not to receive these notices. Please unsubscribe if you do not wish to see these in your email.

What About Legally Compelled Disclosure of Information?

We may disclose information when legally compelled to do so to authorities/officiants, in other words, when we, in good faith, believe that the law requires it or for the protection of our legal rights.

Wholesale FAQ’S

How do I set up a wholesale account?

All wholesale accounts can be set up by Contact Us. In your inquiry please indicate you would like to set up a wholesale account. You will then be sent a form to fill out to be added to our wholesale accounts. All wholesale accounts must have a valid Business Licence, Food Handling Permit and valid credit card for processing to be considered.

Do wholesale accounts have minimum order amounts?

All wholesale accounts have a $150.00 minimum order amount to be processed with wholesale pricing. If you fall below the minimum your order will be processed as a retail account and you will not receive your wholesale pricing.

Do wholesale accounts get free shipping?

Wholesale accounts are offered free shipping on orders over $400.00 in Calgary, Airdrie and Chestermere. We do not offer free shipping outside these zones. If your order is under $400.00 a shipping fee will be processed to your order.
Create Distribution offers the best competitive rates on our products back to our customers. If we offer free shipping on low volume orders we will then have to increase our prices to help adjust to the cost of shipping that is charged to Create Distribution. All customers with wholesale accounts have options to use their own LTL shipping companies if desired.
We strive to search for the lowest shipping rates we can find in our area to keep your prices as low as possible. When placing your order we will advise you what your shipping rates will be before processing your order.

Do I have to order large volume when ordering through my wholesale account?

Wholesale pricing is based off larger volume orders compared to our retail accounts. In some situations you will be required to order by the case rather than by the piece. This does not apply to all items in our inventory. However our wholesale accounts also have access to more inventory to choose from and reduced pricing for ordering by the case.