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Frequently Asked Questions
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For Canadian shoppers, you can visit any BMO Bank of Montreal and ask to deposit to:
Transit 04312 Account 1030563
Mark the deposit with your invoice # from your order. Email us immediately to update us so we may process your order
For US and Intl shoppers, contact us using button at the top of the page or:
Call Us: N. America 1.416.243.5320 | Call Now:: UK 0121 2709453
Is the store an online store only or is there a physical location?
Our store is both online and an actual physical location. The store is located at 874-A Weston Rd. Toronto ON. Canada M6N 3R6
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What time is the store open on a daily basis?
Our hours are 2pm-7pm, 7 days a week. If you are making a special trip, call us to confirm at 1.416.243.5320. Store hours may be extended during DST. Remember, you can shop online at TROIDStore 24-7.
Non-Profit Store, what does that mean?
All profitable proceeds support TROID (The Reign of Islamic Da’wah), see http://www.troid.ca/index.php/centre/support-troid-websites-masjid-and-more for more details about where your support goes.
Can I hold items that I want to purchase in the near future?
For inventory tracking purposes we do not keep items on hold (no exceptions).
Do you accept wholesale orders?
We primarily offer wholesale for our book publications and clothing, contact us for more details. Wholesale orders are considered $500+.
When will the items I want be restocked?
Usually books are restocked at the end of every calendar month, you can use the ‘notify me when back in stock’ feature on the given product page to be instantly emailed when the item is back in stock.
I am having trouble registering my account with TROIDStore, what to do?
No problem, send us an email via the 'Contact Us' link at the top right-hand corner of the page or call us at N. America 1.416.243.5320 | UK 0121 2709453 we would be happy to help.
How secure is my online order?
We use HTTPS/SSL for all checkout and registration page. Your order is encrypted, check for the green 'Extended Validation' green bar in the of your address bar on checkout for full security details.
Is it better for me to call or place my order online?
The best way to get exactly what you want and to choose your desired shipping service level is to purchase online. Our inventory online is in real-time, so what you see online is exactly what is available in the store, up to the minute. We recommend you call us for advice and suggestions but placing an order online is more secure and accurate insha'Allaah.
What are the shipping options for my order?
Canada Post
Small Packages Air Mail (no tracking no.)
USA – 6-9 business days
UK/GB – 6-9 business days
Europe/Other Countries – 2-3 weeks
Expedited Service (airmail with limited tracking, collection/delivery)
USA – 6-9 business days
Canada – 2-3 business days
Tracking number will be provided when order is shipped.
Express (with point to point tracking)
USA – 1-3 business days
Canada – 1 business day
UK/GB – 3 business days
Tracking number will be provided when order is shipped.
UPS
Standard (2-7 business days, depending on location – track on ups.com for details)
Expedited (1-4 business days, depending on location – track on ups.com for details)
Worldwide Express (1-2 business days, depending on location – track on ups.com for details)
Tracking number will be provided when order is shipped.
See www.ups.com for more details
Does CanadaPost ship outside Canada?
Yes, worldwide.
Can I track a Small Air Package?
Small Packages are not trackable. If you want to track your package please select a higher service level.
I ordered my items a long time ago and did not receive anything as yet?
Allow the full estimated transit time to expire, and then contact us. In rare cases, where a shipment is lost, we have the ability to file a claim, in most cases we will not be able to initiate this process till ’30 days’ from the shipment date. This may be frustrating but it is beyond our control, this is the policy of the postal carrier. Remember that it is you who selected the shipping method; we are simply facilitating your selection. If a shipment is delayed or lost, after a claim is approved, we will be able to re-ship or refund your order, all of this is from qadr and a trial upon all involved and should be approached with patience and good will insha’Allaah.
Processing Time, Shipping and Handling
All orders placed via troid.org are treated with the utmost care and shipped as soon as possible. The Revival Of Islamic Da'awah is a registered non-profit organisation, absolutely all proceeds from your purchase funds da'wah projects such as troid.org, islaam.ca, our local masjid and da'wah centre operations and much more. Your help is needed and very much appreciated. Upon receiving payment for your order, certain processing times factor into the arrival of your package; Order processing and Shipping Standards. By adding the processing time and shipping standard together, you will be able to derive an estimated time to expect your order.
Making Your Order - Note: All orders are shipped same day where possible, however, this isn't always possible, for this reason, we have created these expectations. Add the processing time and the shipping standards to determine your ETA
I don’t like the shipping rates, they are too high, can you give me a break?
The shipping rates are ‘real-time’ rates based on
a) the weight of your order
b) the dimensions of your shipment package
They are not determined by TROIDStore. Naturally, if you are outside of N. America, your order will have higher shipping rates. This is similar to purchasing English chocolates in Canada (three times the price due to shipping/importing etc.). You will pay more for shipping based on the country/distance and there is no way around this. One might want to pool orders with others to make shipping less expensive on a per-item basis.
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How does TROID MP3 work?
Upon successful payment for your order (instant with paypal, up to 48hrs (or more) processes time for other payment methods or more (See Terms & Conditions for full details). You will be emailed a link to download the purchased MP3(s) (larger sets may be zipped). The link will bring you to a private download page for your order – download it to a safe location and back it up.
How can I use my downloaded MP3s on my iPhone/iPod?
Learn more at www.itunes.com – we do not offer support for MP3 devices, this is the responsibility of the customer.
I have exceeded the download time (7 days) or I lost my MP3s, Can I have replacement downloads?
During the checkout process, you must agree to the terms and conditions before submitting your order. From the terms and conditions:
Orders placed by Paypal will process 'automatically' and your personalised download url will be emailed to you. For all other payment methods, allow up to 48hrs for us to process your payment.
About MP3 Downloads
- Upon purchase, we will receive notification of your order and send you a private link to download your new mp3 (please allow up to 48hrs to receive the email), be sure to add shop at troid.org (in e-mail format) to your safe/friends list so the email will not spam/junk mail
- Once processed, you will receive an email notifying you that you will have 7 days (168 hrs) to download your MP3, for security reasons, the download link (url) can only be used once
- There are no shipping charges with 'e-goods'
- Some of the MP3 audios (pre-2004) have been restored from cassette and have reduced noise/hiss and improved quality to the best level possible; they are however, from original 'analog quality' cassettes.
- Check the sample of the audio before buying, no refunds/exchange will be issued after purchase
Download links will not be re-established for any reason after the 7 day period, this is to prevent abuse, in addition, it requires time/labour to re-process new downloads (it is not a matter of simply offer a replacement).
What does size 58, 60, 62 etc. mean on the description of Men’s’, Boys, Women’s and Girls’ clothing?
These numbers refer to the actual length of the item in inches. So, size 60 in Mens Thobe means 60 inches long from shoulder to end downwards.
Do you have extra wide clothing for Men?
Yes we do (when available). Typically the Sudani style thobes are significantly wider than all other thobe styles.
Can I return clothing?
From the terms and conditions:
4. Clothing
All colours and sizes are clearly marked on the shopping cart item, unless marked XX or XL etc., sizes are generic, 62 = 62 inches in length, for extra space, order larger sizes, check carefully before selecting a size. We understand things may not always fit. You may return and exchange your clothing item within 7 days of receiving it and get a refund or gift certificate/exchange provided that it is unused and not damaged. Beyond 7 days, the item is non-refundable, exchange only. Beyond a 30 day period, there will be no refund or exchange.
What is the return/exchange policy?
See Terms & Conditions for full details:
You may return any product purchased through the TROID Online Store within seven (7) days of receipt with the exception of CDs and MP3s, provided that the product is unused and repackaged in its original packaging materials. We reserve the final right to authorise a return based on review of the items quality upon receipt (including any in-freight damage) If you received the wrong product, or a product that is damaged or defective or contains a damaged or defective part, you may contact us to obtain return instructions, or to obtain a replacement item (sometimes without needing to return anything!). We aim to offer a complete professional service, and insha'Allaah are improving our presentation, ease-of-use website, packaging and shipping year-in, year-out. Should you find something deficient and outside of our preceding service agreement, do not hesitate to contact us, we guarantee we will rectify any mistake on our part, promptly and happily.
