Frequently Asked Questions


GENERAL

Can I visit the store?

Yes! Please visit our website for more information about our operating hours as well as the measures we've developed to help our guests enjoy parts of the science centre while adhering to specific local guidelines to reopen safely during the COVID-19 pandemic.

What steps are you taking to ensure the health and safety of your staff and customers?

The safety of our staff and customers is our top priority. We are observing all guidance from provincial and federal health authorities to minimize risk to our customers as well as any staff who are working onsite. Please visit our website for more information about the measures we've developed to help our guests enjoy parts of the science centre while adhering to specific local guidelines to reopen safely during the COVID-19 pandemic.

In our Gift Shop, we are also following guidance from provincial health authorities regarding the return of retail items. Unless otherwise directed, any returned merchandise is quarantined for 24 hours prior to returning it to our inventory.

We are now offering curbside pickup for all items available in our web store. To assist us in observing physical distancing guidelines, we will ask that you remain in your vehicle and we will bring your purchase out to you.

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?

At this time, we are not able to redeem member discounts through our website. Please visit us in store and we would be happy to assist you. We look forward to seeing 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 us in store and we would be happy to assist you. We look forward to seeing you!

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 website. Please visit us in store and we would be happy to assist you. We look forward to seeing you!

CURBSIDE PICKUP ORDERS

Are all items eligible for curbside pickup?

Yes, all items on our web store are eligible for FREE curbside pickup.

When will my order be ready for curbside pickup?

We are working hard to ensure that curbside pickup orders are ready as soon as possible. We will endeavor to process all curbside 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.

Where do I go to pick up my order?

Follow the instructions provided in your pickup confirmation email and look for our curbside pickup signage once you have arrived.

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 will also ask you to confirm your name and the make of your vehicle before we bring your order out to you.

Can someone else pick up my order?

Absolutely! 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 one week 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 orders are shipped through Canada Post. Typical shipping times are between 4 and 7 business days, depending on final shipping destination. Please be advised that shipments may take longer than usual due to COVID-19. We thank you for your patience at this time for any delays that may occur once your order has left our facility.

RETURNS AND OTHER

Can I cancel my order?

For curbside pickup orders – please contact us and we will assist you in cancelling your order and 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 use our contact form to get in touch with us so that we may assist you in arranging a time to complete the return. Once we have received the item, we will be able to process 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!