Customer Help and
Frequently Asked Questions
Updated December 16, 2024
Holiday shipping deadlines have passed.
You are welcome to place orders, but please don't expect them to arrive before Christmas.
Expect delays in transit due to the high volume of parcels out there!
Customers in the UK/Europe can order books and back issues from Central Books in London.
Canada
EXPECT DELAYS. The postal strike continues to impact shipping, even if Canada Post is set to resume operations. For orders shipping in Canada, do not use PO boxes. Through our fulfillment partner in Toronto, we have alternate carriers in place for your orders of books and back issues destined to urban centres. These carriers are experiencing extremely high volumes. (Some remote or rural areas may be restricted to only Canada Post only in which case they won't be shipped until Canada Post is operating.) Please continue to place your subscriptions and renewals; mailing for issue #64 will be after Christmas. The postal strike has been very costly for small businesses and I appreciate your continued support.
Take your time. When you place your order, please double-check the name and mailing address and ensure everything is 100% correct and postal-compliant. Please make sure to proofread your email address, too!
Be consistent. Always use the same name and email address to make your UPPERCASE purchases and subscriptions. Using variations in your name (Jen, Jenny, Jennifer), using different email addresses and physical address formats can create duplicate accounts.
Overseas? Back issues and books are also available through our UK distributor, Central Books. Please also check our Stockists page to find a retailer near you. All subscriptions should be purchased through UPPERCASE—no other online vendor is authorized to sell subscriptions. Customs import charges are the customers responsibility—please know your country's rules and thresholds!
1. Account Information
How do I log in?
To login, click the person icon in the upper right corner of the website. Follow the prompts if you need to reset your password. Always use the same email address to make your UPPERCASE purchases. Be consistent in how you spell your name. (ie always use 'Jennifer' and not sometimes 'Jen' or 'Jenny.'
UPPERCASE does not see or save any payment information.
I can't log in, what should I do?
Please proceed as a guest—you don't have to log in to place an order.
This online shop, my newsletter and the UPPERCASE Circle are all separate platforms and it is up to the customer to manage their login details and preferred email addresses.
If you haven't saved your login details from a previous shopping session you won't be able to log in since you don't have an account with our Shopify-hosted webshop.
At the conclusion of your order you will have the option to save your details into an account. This way, you will be able to see and save your order history associated with this email address, but please note that subscription information, fulfillment status and address changes are not held in the online shop.
If you've made past purchases and want to create an account to view your order history, please contact me.
What is ShopPay?
If you've saved your details with ShopPay for quicker checkout across other Shopify-hosted websites, that information is up to you to manage. Be careful of autofill and make sure you're using the desired shipping address.
What is your email marketing policy?
During a purchase, you can opt in for my newsletter during checkout.
Always check the agreement to email marketing during checkout in order to stay on my newsletter list. This keeps me compliant with Canada anti-spam laws and keeps you on the newsletter list. If you don't want to receive my weekly newsletter, don't click the checkbox.
If you're not a customer but want to be on my newsletter list, sign up here.
We send abandoned cart notices if you've entered your email address but haven't completed the checkout. If you don't want to proceed with the order, ignore the reminder. This is unrelated to our email marketing newsletter list.
Why are some orders showing as "unfulfilled"?
When logged in and reviewing past orders, please note that the "fulfillment" status only reflects orders sent from our fulfillment warehouse, which are marked fulfilled. Subscriptions and books sent directly from our printer do not have tracking nor is this status indicated in the online shop and will say unfulfilled even though they have been mailed. Sorry, this is a function of the app and not something I can adjust.
What are UPPERCASE "rewards" or store credit?
If you've been issued a store credit for account creation or a special offer or gift card, please refer to the information and expiry information (typically 6 monts) in the email you received when they were originally issued. The "Rewards" program has been discontinued.
2. Subscriber Information
How do I change my address?
The online shop does not manage your subscription or subscription address, so if you're moving and need to change your address, please fill in this form (click button below) to update your address. Creating an account with the online shop will store your email and address for future purchases, but does not reflect your subscription information nor update your subscriber address. Changing your address in our online store DOES NOT update your subscription address.
Please note that mailing information is finalized a month prior to a new issue coming out in April, July and October. Mailing data for the January issue is finalized November 30.
What about mail forwarding?
You must set up mail forwarding with your local post office—make sure you have a service level that will forward magazines as well. This service does not update your information with us! It is a subscriber's responsibility to keep their information accurate and current!
When will I get my issue?
Subscriptions are sent by publications or media mail which is not a traceable method. North American subscribers can expect their issue to arrive within the first few weeks of the issue's release month. Overseas can take longer. Subscribers may experience local delays in receiving their issues due to the pandemic and climate-related events. I share the latest available info via my weekly newsletter.
#63 Oct/Nov/Dec 2024
#64 Jan/Feb/March 2025
#65 April/May/June 2025
#66 July/Aug/Sept 2025
#67 Oct/Nov/Dec 2025
#68 Jan/Feb/March 2026
#69 April/May/June 2026
#70 July/Aug/Sept 2026
#71 Oct/Nov/Dec 2026
etc.
How will I know when it’s time to renew?
UPPERCASE does not see or save any payment information. We don't have auto-renewals for subscriptions.
We’ll be in touch with you via email before your last issue arrives. You will also receive a notice mailed with your last issue. If you’ve received your subscription as a gift, we won’t have your email on file yet so if you want to receive messages from us, please contact shop@uppercasemagazine.com with your full name, mailing address and email.
Can I purchase more than one subscription at a time?
We can only handle one shipping address per order so each subscription, gift subscription or renewal needs to be completed as a separate transaction. When purchasing for someone else, put the recipient's address is the shipping fields and your email and details in the billing fields. Scroll down for more info on Gift Subscriptions.
Can I cancel my subscription?
There are no cancellations or refunds on subscriptions. Should you find that UPPERCASE is not for you, we can transfer the remaining issues of your subscription to your friend or colleague or donate the remaining issues to a reader in need.
How can I be featured in the magazine?
UPPERCASE readers are a talented bunch. We post numerous calls for participation throughout the year. Be sure to follow sign up for our email newsletters. Open calls for submissions are posted here.
3. Gifts & Gift Subscriptions
How do I purchase a subscription for someone else?
If you are purchasing multiple Subscriptions each Subscription must be its own transaction. If you want to purchase a subscription or other items for yourself, please do that in a separate transaction.
To send your recipient a back issue or other item, you can place those items in the cart along with your Gift Subscription. Everything in the order will be sent to the recipient's address.
Enter the recipient's name and address in the SHIPPING fields. The subscription cost and currency will adjust to the recipient's location.
Put your email address, name and billing address in the BILLING fields.
You will receive the emailed receipt of your order along with tracking if you ordered additional items. The recipient will be mailed the first issue in their subscription as specified by the issue number.
Gift Subscription options are listed here.
How do I purchase a book or back issue for someone else as a gift?
Please put the recipient's name and address in the shipping fields, your email and address in the billing fields.
Can I include a gift note?
How will my recipient know that something is on its way?
Because orders are sent from a fulfillment company, I can't include any gift notes or personal messages to your recipient. You can find some free designs of printable or emailable graphics under the Gift Subs topic in the website navigation bar above. Since you purchased the item, you will receive an email notice when the shipment leaves the warehouse. It is up to you to inform your recipient about the gift.
4. Shipping & Customs
Where do you ship?
We can ship to Canada and the USA. We ship internationally to Europe, Australia, New Zealand and parts of Asia. International subscriptions to these regions can only be purchased through UPPERCASE.
Countries we can ship orders and subscriptions, subject to change: Australia, Austria, Belgium, Canada, Curaçao, Denmark, Faroe Islands, Finland, France, Germany, Gibraltar, Greece, Greenland, Guernsey, Hong Kong, Iceland, Indonesia, Ireland, Isle of Man, Italy, Japan, Liechtenstein, Luxembourg, Malaysia, Netherlands, New Zealand, Norway, Philippines, Poland, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, United Kingdom and the United States.
If you're in the UK or Europe, please purchase back issues and books from our UK distributor, Central Books. Consult the Stockists page to find a stockist near you. International subscriptions should be purchased through UPPERCASE—no other vendor is authorized to sell subscriptions.
What will shipping cost?
Shipping costs are calculated based on your location and the weight of the shipment. Orders are sent to our fulfillment centre in Toronto, Ontario, Canada. USA-destined orders are transported across the border and put into USPS. Overseas shipments are sent with various carriers; the last mile is typically via your country's postal service.
Shipping prices include packaging, picking and packing fees from the fulfillment warehouse plus postage. Subscription prices include postage costs.
How long will shipping take?
Carriers across the globe are experiencing delays with tracking updates and package handling/delivery times. Please be patient with the postal service; circumstances vary worldwide. Local conditions affect delivery, too.
If you've received a ship notice email with tracking, I do not have any information beyond what was provided at the time of your shipment. Please read all the details provided in the tracking link. Managing incoming shipments is the customer's responsibility.
Will I be charged customs if I'm subscribing outside of North America?
Customs charges are at the discretion of the recipient's country and the sole responsibility of the customer.
If you're subscribing after the most recent issue has already been processed by our printer (Nov 1 for Jan-Feb-March issue, March 1 for April-May-June issue, June 1 for July-Aug-Sept issue, Sept 1 for Oct-Nov-Dec issue), your first copy will be sent from a fulfillment warehouse as a parcel and subject to customs. This is the customer's responsibility to understand and manage the thresholds for import specific to your own country. Subsequent issues are sent publications mail and won't be charged customs. International orders to the UK, Europe, Australia are shipped from a USA-based warehouse.
Can I return an item?
We don't accept returns or refunds on books and magazines unless it is due to a damaged shipment.
How can I report a damaged shipment?
Every effort is made to package our magazines and books in appropriate and eco-friendly protective materials. Some small dents may happen in the course of a magazine or book's journey to its reader. But occasionally a bigger mishap may happen along the way. We require a digital photo as documentation along with your full name and mailing address. Please note that most damage occurs in the final leg of the postal journey—please report to your postal service provider and leave a note in your mailbox if your magazine was bent. If applicable, we will send a replacement item or a refund, but in the interest of not being wasteful, we don't send replacements for very minor dents or creases or if the postal worker has bent an issue in defiance of the "do not bend" instructions clearly posted on the magazine.
5. Contact Information
How can I contact UPPERCASE?
If we haven't answered your questions above, please contact Janine for assistance. Include your full name, mailing address and any relevant information like an order confirmation number. Thank you.
shop@uppercasemagazine.com
What is your phone number?
Sorry, we (and by that, I really mean me, Janine—UPPERCASE is a one-woman operation) cannot take orders over the phone. I will answer promptly via email.
Do you have a physical store?
Our studio is not open to the public. Sorry, no local pickups in Calgary.
May I open a wholesale account?
If you would like to stock UPPERCASE books and magazine in your store, please contact Customer Servicewith your name, your shop's name and description, url and your store's full shipping address with phone number.
