Frequently Asked Questions
Find answers to common questions about managing your requests, account details, and regional fulfillment. For a full breakdown of the procurement process, please visit our Order Guidelines page.
Order Placement & Eligibility
Who can place an order?
Field employees that would like branded merchandise should consult with their manager. Their manager can place an order on their behalf if they approve of the request.
How do I place an order?
Once you select Place Order, your request will undergo an internal approval process, including review by the selected approver at Valard. If there are any issues with your order, we will contact you directly.
Are there minimum order quantities?
Some items require a minimum order quantity and must be ordered in bulk. If you would like to place an order that falls below the minimum, please contact your supervisor or manager to discuss options.
Can I track my order?
Once your order is approved and processed by our team, you will receive a confirmation email.
Payment & Customization
Can I use my own credit card?
All orders are charged to the company’s business units. Personal credit cards or PNC cards cannot be used on the online store.
Can I use Safety Points to place an order?
No, Safety Points cannot be used to purchase items from the swag store.
Can I customize items?
Yes! If you have a customized order, please send a message via the send us a message tab on the website.
Important: Customized items must be ordered in bulk and reviewed by our internal approval team before they can be processed.
Fulfillment & Returns
How long will it take to receive my order?
Delivery times depend on stock levels and internal processing. While we do our best to fulfill orders quickly, please allow 2–6 weeks for your items to arrive.
What happens if an item is out of stock?
You may place the order, but shipping will be delayed until inventory is replenished. You will be notified of any delays.
How does sizing work?
Sizes vary depending on the brand or vendor. Each item includes a size chart. Please review it carefully, as we cannot offer exchanges or returns.
Can I return or exchange an item?
No. All sales are final, so please review sizing charts and item details carefully before ordering.
Shipping & Approved Hub Locations
Can my order be shipped to my home?
No. Swag can only be shipped to designated Valard locations. Field or remote employees will need to arrange pickup from one of the approved regional hubs listed below.
What if I need to send something to a different location or a client?
To avoid any shipping or delivery issues, all items must be shipped to one of the approved locations below. From there, you can re-ship the package to the desired address.
Approved Pick-Up Locations
| Location | Address |
|---|---|
| Valard Surrey | 18760 96 Ave, Unit 101, Surrey, BC V4N 3P9 |
| Valard Drayton Valley | 5625 58th Ave, Drayton Valley, AB |
| Valard Edmonton | 4209 – 99 St, Edmonton, AB T6E 5V7 |
| Valard Sherwood Park | 28 Strathmoor Way, Sherwood Park, AB T8H 1N1 |
| Valard Calgary – 9th St SE | 4124 9th Street SE, Calgary, AB T2G 3C4 |
| Valard Calgary – 86th Ave SE | 6725 86th Ave SE, Calgary, AB T2C 2S4 |
| Valard North Battleford | 117 Shorthorn Street, North Battleford, SK S9A 1E9 |
| Valard Saskatoon | 2 South Floral Siding, Saskatoon, SK |
| Valard Headingley | 97 Nicola Drive, Headingley, MB |
| Valard Timmins | 2280 Highway 655, Timmins, ON P4N 8R9 |
| Valard Hanover | 261101 Concession Rd 18, Hanover, ON N0G 2M0 |
| Valard Concord – Applewood | 280 Applewood Crescent, Unit 201, Concord, ON L4K 4B4 |
| Valard Victoriaville | 111 Rue Archibald-Campbell, Victoriaville, QC |
| Valard Laval | 4137 Boulevard Industriel, Laval, QC H7L 6G9 |
Are there seasonal or limited-edition items?
Yes, new and limited-edition items may be available periodically. Check the store regularly for updates.
Need further assistance?
If you have a question that isn’t answered here, please head to our Send us a message button in the footer to get in touch with the internal support team.