Government of Ontario

Service Guarantee

For publications orders placed online and delivered within Ontario, we guarantee that if you meet the eligibility criteria, your order will be delivered to you within 6 business days or your money back (up to a maximum value of $100).

Terms and Conditions of Service Guarantee:

  1. Definitions. In these terms and conditions, the following words and expressions have the following meanings:
    • Business Day means any day other than Saturday, Sunday, any statutory holiday, and any other day that Publications Ontario has elected to be closed for business.
    • Delivery Address means the address identified for delivery when placing the order.
    • Delivery Date means the date on which the courier first attempts to deliver the order to the Mailing Address provided at the time of ordering.
    • Order Date means the date that your order was received by Publications Ontario through the Publications Ontario Website;
    • Publications Ontario Website means the website maintained by Publications Ontario for the purpose of receiving orders for government publications
  2. The Service Guarantee. Publications Ontario will deliver your ordered publications to your Mailing Address within six (6) Business Days. If the Delivery Date is not within six (6) Business Days of the Order Date, the fees paid for your order will be refunded to you, to a maximum amount of one hundred dollars ($100.00). This Service guarantee is subject to the following conditions:
    1. If your order is placed after 4:00 p.m. but before 11:59 p.m., the Order Date will be considered to be the following Business Day.
    2. If no one is present at the Mailing Address to sign for the delivery on the Delivery Date, the courier will leave a delivery notice providing further pickup or delivery options. Publications Ontario has satisfied the Service Guarantee if initial attempt to deliver your order is within six (6) Business Days of the Order Date. If the actual pickup date is more than six (6) Business Days of the Order Date, you will not be eligible for a refund so long as the initial attempt to deliver your order was within six (6) Business Days.
    3. The Service Guarantee does not apply if you decline the delivery or the order is returned as undelivered.
  3. Eligibility. In order to be eligible for the service guarantee, your order must meet the following conditions:
    1. Your order must be made using the Publications Ontario Website
    2. The Service Guarantee does not apply to orders with a total value of $0.00. The value of the publications and shipping and handling costs for your order must be greater than $0.00.
    3. If your order contains publications that are listed as Out of Stock on the Publications Ontario website at the time your order, the Service Guarantee will not apply to those parts of your order.
    4. Your Delivery Address must be complete and accurate civic address within the Province of Ontario. The Service Guarantee does not apply to post office boxes, rural route and general delivery addresses.
  4. Orders Exceeding $100.00. If the value of publications in your order exceeds $100.00, the maximum refundable amount for the Service Guarantee is $100.00.
  5. Exceptions. The Service Guarantee will not apply to your order in any of the following circumstances:
    1. You are a re-seller of Publications Ontario products, a Ministry or Agency of the Ontario Government or part of the Broader Public Sector;
    2. Publications Ontario determines that its ability to deliver your order within six (6) Business Days was impaired by an event beyond the reasonable control of Publications Ontario, including, but not limited to, any of the following reasons:
      1. Major failure in the technological systems of Publications Ontario, the Government of Ontario, or any vendor contracted by Publications Ontario to fulfill your order;
      2. Major disruption to the warehousing operations of any agent of Publications Ontario;
      3. Labour dispute, strike, lockout or other labour protest in the Government of Ontario or in any service used by Publications Ontario to deliver your order;
      4. Lack of hydro-electric power;
      5. Disruptions or delays in the air or ground transportation network used to deliver your order; or
      6. Natural disaster or act of God.