Common questions

General questions

Who operates the ICBC Store? 

  • Our partners at Fairware help us with sourcing products, fulfilling orders and maintaining our online storefront. Our Creative Services team works with Fairware to create ready-to-order items and maintain the ICBC visual identity.

How do I log into my account?

  • Click onto the person silhouette in the top right-hand corner. You can log in or create an account from this page.

How are orders invoiced or billed?

  • If you’re purchasing items on behalf of your department, enter your department’s billing information in the fields provided before you check out. 
  • For personal purchases, you’ll pay with your own credit card information.  

I need an item but don't see it in the store. Can I create a custom order?

  • Of course! To get started, select “Custom order” in the navigation bar. After submitting your Custom Order Form, a Fairware representative will get in touch to help create and order your items. 

Shipping questions

What’s Eco shipping?

  • Due to the ongoing Canada Post strike, all shipments are currently only being shipped with Eco shipping.
  1. Shipments prepared on Tuesday will ship out on Wednesday.
  2. Shipments prepared on Friday will ship out on Monday.
  • Eco shipping is an eco-friendly way to ship your products.
  • We bundle and box a group of orders weekly and ship it to ICBC’s Head
    Office for distribution.
  • If you select Eco Shipping at checkout, you must use an ICBC mailing address. You can add and select a mailing address by clicking the arrow next to “Ship to” on the checkout page.

How long does shipping take?

  • Shipping time depends on your location. Items displayed as “In Stock” are ready to ship on demand and are typically shipped and received within one week of placing an order.
  • Your items will usually ship within one-to-two days of being ordered. 
  • Your items are typically delivered within four-to-seven days.
  • If you select Eco shipping, you’ll receive your ICBC swag 14 days after you
    place your order.

How long does it take to create and ship a custom order? 

  • Made-to-order products typically take three-to-four weeks to create and can take up to an additional three-to-four weeks to receive.

How much will I be charged for shipping?

  • Shipping will vary by your location which is selected during the check out.
  • Please contact Fairware (theicbcstore@fairware.com) if you have a specific deadline or large order. They'll let you know if additional shipping charges apply.

Can I track my shipment?

  • Yes, all orders have a tracking number that is emailed to you.

What if I need express shipping?

  • Fairware can accommodate rush deliveries but additional charges will apply.
  • If you need express shipping, please email theicbcstore@fairware.com for more information.

Pick up questions

Can I pick up my order instead of having it shipped?

Yes! You can now choose Pick Up at checkout.

Where do I pick up my order?

Pick-ups are available at our fulfillment partner:

Fairware
178 W 3rd Ave
Vancouver, BC
V5Y 1E9

We’ve partnered with Fairware, a certified B-Corporation, to support product fulfillment, custom orders and store management. They provide socially and environmentally responsible products, helping us live our values in both our work and how we recognize friends, colleagues and partners.

What are the pick-up hours?

Pick-up is available Monday to Friday, 9:00 AM – 4:30 PM PST.

Please call ahead for hours of operation during statutory holidays.

How will I know when my order is ready?

You’ll receive an email confirmation once your order has been prepared and is ready for pick-up.

What do I need to do when I arrive?

Please sign the Pick-Up Binder located at the pick-up area to confirm your
order has been collected.

How long do I have to pick up my order?

Orders should be picked up within 7 business days.

Can't find your answer or need additional help?

Please email theicbcstore@fairware.com and a rep will be happy to help you.