Customer Service

Credit Note Instructions

Getting Started:

1)  Please double check all the incoming items by its quantity and quality.

2)  Mark any broken items on the invoice.  All claims, if applicable, can only be made once, collectively, on each invoice.  It has to be made within 10 days.

3)  You will be required to take a picture of all the damaged items if asked by our staff.

4)  Please place all the damaged items in a box.

5)  E-mail your claim report to or fax to us with detailed problem description.  We will contact you for pickup of the damaged items by phone upon receiving your e-mail or fax.  It will take approximately 3-7 business days to process your request as we need to pull out the packing list record & check our warehouse camera to ensure fairness.

6)  All claims can only be issued as a credit note to your account toward your next purchase.  We can only refund to your credit card if the purchase was made by credit card payment option & providing this is your last business dealing with us.

7)  All credit notes will be expired after one year from the date of issuance.

Thank you for your understanding.

Download the Credit Note & Return Policy Form in the printable format

Ace Annison Ltd. – Shipping Department
Fax: (905) 305-9160
Toll Free in North America: 1-877-868-8688


Payment Policy

Please read and follow these instructions carefully.

1)  We allow our valued customers to make their payment by credit card without any surcharges when placing their order with Ace Annison Ltd.

2)  This credit card payment option cannot be combined with any other payment option. If you choose and qualify for a net 30 days credit term with us, we can only accept cheque or cash payment after the term has expired. The credit card payment option cannot be combined with the net 30 days term agreement.   After agreeing to our set terms, a 3% surcharge will apply if you later on insist to make a payment by the credit card provided it has to be authorized by the management.

3)  Do you know?  Under your VISA/Master Card Merchant Agreement:  Section 2.2:  Your company will NOT b) impose any fees, other charges or other conditions for the use of a Card as a means of payment, generally known as surcharging, without Merchant Service’s prior written approval, c) require a minimum amount of goods be purchased or services be performed before accepting a Card, or d) accept a Card to collect or refinance an existing debt.  Section 2.2 d) is the reason why we can’t accept the credit card payment again after 30 days.  Your other suppliers may choose to do so and violate the rules and regulation but it doesn’t mean our company have to take such a risk for our day to day operations.  We don’t want to lose our merchant payment options from the bank and you know the reason now.

4) A late payment fee of 2% will be in effect after expiration of payment due dates. The date is determined by the Canada Post date stamp at time of mailing your cheques to Ace Annison Ltd. Please refer to your invoice’s terms and conditions.

5)  Any Non-Sufficient Fund (NSF) cheques will incur a $20 administration fee and customer will be responsible for any cost associate from banking service charge (they normally charge $42.50/NSF).

Thank you for your understanding.

Download the Payment Policy Form in the PDF printable format


Net 30 Days Term Policy

For most of our customers (95%+), the payment term is either credit cards or C.O.D. (Collect On Delivery).  However, in some special situations, some of our customer would like to apply for a credit term.  A credit term means it is a loan.  To qualify for a loan/term, we have to know your business.  Since we are lending you the money to finance your purchases, we need to make sure you have built up a good history with our company before we can consider lending you any money.  Here’s the qualification.


Scenario #1:  Experienced 6 months of business dealing together with,
1)  Minimum of 4 financial transactions, and
2)  With at least a total of $3,000 in purchases.
3)  Satisfactory account activity.

Senario #2:  Experienced 1 year of business dealing together with,
1)  Minimum of 6 financial transactions,
2)  With at least a total of $3,000 in purchases.
3)  Satisfactory account activity.

The 30 days post dated cheque will be mailed out immediately upon receiving of the shipment.

Download the Net Term Credit Application Form in the printable format


Auto-Fill Policy (Maximize up to 10-15% Empty Spaces)

Regarding to the ever rising shipping freight, this is how we can achieve savings for our customers…

Since the freight is calculated based on A) the weight and B) dimension of each box, sometimes after customer ordering in the trade show and we packed in the warehouse, none of us can predict how much empty space/room will be left in a box after the availability.  Unlike other suppliers, our company figures out a new economical way to help our customers save some money.  Instead of inserting more packing materials such as air pillow and papers, we figure out what other products that our customer has already ordered that we can fit in the box.  We do not just put in any discretionary new items.  If we don’t put in more products for you, you are paying the shipping cost for those empty spaces.

Advantages: lower down your shipping cost/item (the shipping cost is the same, but you will have more products to sale in your store).  Therefore, the shipping cost for each item has lowered down.

What If:  If you don’t like our practice, “Auto-Fill: Maximize up to 10-15% Empty Spaces”? Don’t worry. We will refund you all the items that we have inserted for you during this shipment and these items become FREE for your own disposal.  Who doesn’t like FREE lunch, right?! However, this FREE Lunch only happens once.  We will diarize in our system that you do not like the AutoFill policy and we will only insert air pillow and other protection materials for you upon your next new order.

Guess what?  Most of our customers actually love this unique idea and take the advantage of our AutoFill option for them because 1) safer for shipping (no big empty spaces – less damages) and 2) lower/minimize your overall shipping costs down.

However, as our new customer, we respect your choice to whether 1) accept this auto-fill policy or 2) decline it in the future.  FYI – It actually costs us more in labour trying to grab one or two more items for customer in our big warehouse.  But, we love to save you more money.


Minimum Order Policy

Minimum Order Policy

We are strictly a B2B wholesale company based on volume.

  1. Since we deal exclusively to business retailers only, B2B, we expect a minimum order of $300 for any brand new account, and $200 for any subsequent purchases/repeat orders. If you can’t meet our minimum order amount or quantity, we cannot take you in as our customers. However, you can always visit our existing customers to make your purchase even if they don’t carry the items in their store. All you have to do is place your order with them and they can in return place their order with us.

  2. Minimum Order Amount: $200 for existing; $300 for new. If you ordered less than this amount, it is so hard to find a proper carton to fit your products inside. When there are so many empty spaces, we might end up with all broken items. The box we purchased is a double-wall super strong carton. It can prevent big impact and moisture during shipping. If we use any other irregular carton it might not able to protect our products properly during shipping.

  3. Minimum Order Quantity: M/O = The rule of thumb, every item you ordered with the minimum is around $20. Hence, for an order of $200 with just the minimum order quantity, you only have to choose around 10 items to meet the basic requirement for any repeat order.


If you have a problem or concern, please email us. We will get back to you within 24 hours. Thank you for your understanding.

Ace Annison Ltd. – Sales Department
Fax: (905) 305-9160
Toll Free in North America: 1-877-868-8688