Frequently Asked Questions


GENERAL

Can I visit the store?
Yes! Please visit our website for the most up-to-date information about our operating hours. Please be aware that Gift Shop hours may vary from facility hours. 

What is the processing time like for orders?
We are working hard to ensure that our orders are processed in a safe and timely fashion and will endeavor to process all orders within two (2) business days, excluding weekends and statutory holidays.

I think that I should have received my confirmation/pickup email by now but there is nothing in my inbox.
Please review your junk mail folder in case the email was flagged by your email provider. If it's not there, please contact us and we would be happy to assist you.

I have a TELUS World of Science - Edmonton membership. Can I redeem my discount through your website?
Yes! Use code TWOSEMEMBER along with the email address associated with your Member account to access your savings. Questions? Contact us and we would be happy to assist you.

I am a teacher with a valid ATA membership. Can I redeem my teacher discount through your website?
At this time, we are not able to redeem teacher discounts through our website. Please visit our physical store with your valid ATA membership card to receive your teacher discount.

I have a TELUS World of Science - Edmonton gift card. Can I use my gift card to make a purchase through your website?
At this time, we are not able to process gift card transactions through our webstore. Please visit our physical store to redeem your TELUS World of Science – Edmonton gift card.


IN-STORE PICKUP

Are all items eligible for in-store pickup?
Yes, all items on our web store are eligible for in-store pickup.

When will my order be ready for in-store pickup?
We are working hard to ensure that in-store pickup orders are ready as soon as possible. We will endeavor to process all in-store pickup orders within two (2) business days, excluding weekends and statutory holidays. You will receive a pickup confirmation email once your order has been processed to inform you that it is ready for pickup.

What do I need to bring to pick up my order?
Please ensure that you have a copy of your pickup confirmation email – either electronic or printed. We may also ask you to show a piece of ID to pick up your order.

Can someone else pick up my order?
Yes! Please ensure that they have a copy of your order confirmation when they come to pick up.

How long will I have to pick up my order?
Due to space limitations, we request that you pick up your order within two weeks of receiving your pickup confirmation email. If you have not picked up your order within this window, we will process your order as a return and refund the balance to your payment card. If you are unable to pick up your order during this time frame, please contact us to make alternate arrangements.


SHIPPED ORDERS

When can I expect to receive my shipped order?
We are working hard to ensure that all orders are shipped as quickly as possible. We will endeavor to process all orders within two (2) business days, excluding weekends and statutory holidays. You will be notified by email once your order has shipped. 

All online orders are shipped through Canada Post unless in-store pickup has been arranged. Once your order has been shipped, you will receive a shipping notification email. We endeavor to process all orders within two (2) business days, excluding weekends and statutory holidays.

Shipping timeframes are dependant on final shipping destination. We thank you for your patience for any delays that may occur once your order has left our facility. 


RETURNS AND OTHER QUESTIONS

Can I cancel my order?
For in-store pickup orders, please visit us in-store and we will assist you with processing your refund.

For shipped orders, please contact us as soon as possible. If your order has already been shipped and you have already received your shipping confirmation email, it's too late for us to cancel your order. Once you have received your order, we would be happy to assist you with initiating the return and refund process. Please see our return policy for more information.

How do I return an order that I picked up?
Please contact us so that we can best help you with your return.

How do I return an order that was shipped to me?
Please see our return policy.

I have a question that is not answered here. How can I get in touch?
Please use our contact form to get in touch with us – we are happy to help!