Frequently Asked Questions
FAQ's - General
How do I place an order?
You may submit an order via mail, facsimile, telephone or electronically. Contact our Customer Service Centre at (604) 927-2285 to discuss your electronic ordering options. When mailing or faxing an order, customers can use a PDC order form or their own purchase order.
Can I purchase goods from the PDC?
The PDC's products are available to all government funded agencies at the municipal, provincial and federal level.
Are there minimum order quantities?
No. Regardless of your order size, there is no minimum order quantity or dollar purchase amount.
How long will my order take to be delivered and will there be a delivery charge?
The Product Distribution Centre provides free delivery anywhere within the Province of British Columbia. From the time that we receive your order, you should allow 3-5 working days for delivery. Freight charge for orders pertaining to electrical products will be billed to the Ministry of Transportation
What if there is a discrepancy in my order?
Discrepancies are defined as differences in condition, identification, or quantity, between the packing slip and what is actually received. Customers are reminded that obvious damage or shortages (e.g. "short one carton" or "received in damaged condition) should be noted on the waybill when signing for receipt of goods.
Details of discrepancies should be reported to the PDC, by phone: (604) 927-2285 or toll free 1-800-988-1155, or by fax: (604) 927-2025 - Please include a return contact name and phone number on your fax.
How do I return or exchange goods?
When returning goods to the Product Distribution Centre for credit or replacement, please contact your customer service group for a "returned goods authorization number". The number should be included on the courier waybill and include a copy of your packing slip indicating:
- what is being returned
- why is it being returned;
- the action you are requesting (i.e. credit, exchange or correction). The PDC cannot accept collect shipments unless they have been pre-approved and include a returned goods number. A restocking charge of 15% is applied to all returns unless they are due to a PDC error.
How come I only received one pair of gloves when I ordered a box of gloves?
The unit of issue for any product is in the PDC Catalogue (internet or print version), appears to the right of the price. This denotes the unit by which the product is sold. For example, the description for a brand or style of gloves might indicate that there are 100/bx, however the information in the description is not necessarily the selling unit of issue.
The selling unit of issue will show whether the item is sold by the each (EA), pair (PR), or case (CS).
The "unit of issue" abbreviations used in the catalogue are as follows:
| Abbreviation | Unit of Issue |
|---|---|
| BDL | Bundle |
| BO | Bottle |
| BX | Box |
| CAR | Carton |
| CS | Case |
| DZ | Dozen |
| EA | Each |
| M | Meter |
| PAK | Pack |
| PR | Pair |
| RO | Roll |
| SET | Set |
| SH | Sheet |
| VI | Vial |
What do I do if I don't know my account number?
Call us at 604 927-2285 and we will be pleased to assist you.
Can I pay by credit card?
Yes, many of our crown, federal and municipal government customers pay this way. The PDC accepts Visa and MasterCard. Provincial government customers are charged by electronic journal vouchers and are not permitted by OCG to pay for PDC purchases with a government credit card.
If ordering emergency items on the Emergency Preparedness for the Home Public Service Employee Order Form, your payment can only be made by personal cheque, Visa or MasterCard.
For additional information on the credit card payment please use this link to the IPP payment help page
FAQ's - Uniforms
Can the PDC supply uniforms to custom specifications?
Consulting manufacturers/suppliers along with developing uniform programs through union/management uniform committees has given the PDC awareness and understanding of customers needs. We are able to give a true picture of what the manufacturers are capable of producing. Therefore our customers expectations are fully achieved.
Can new customers use generic uniform items from other agencies (i.e.. pants-socks-belts-footwear-jacket)?
Yes, as long as there are no distinguishing cresting or insignias, all customers are encouraged to participate in what is called the Generic Uniform Program. This program has developed over the years by the means of larger agencies allowing the not so large acquire product that otherwise would be too costly or just unavailable. Smaller agencies can take advantage the of PDC bulk purchasing capabilities, higher stocking levels (availability of product), better pricing.
Is there assured quality of product?
Yes. Quality is achieved through long relationships with many excellent qualified manufactures/suppliers. These suppliers of uniforms and equipment have proved themselves worthy through their past performance in supplying product to many government agencies across this country.
What is the cost of an item? Are there freight charges? Are there minimum order requirements?
Because of our large buying capability pricing becomes very reasonable, savings are therefore past onto our customers. With the exception of the appropriate sales tax pricing includes delivery of product anywhere in the province. There is no minimum order, you can purchase one small item or as many as you wish at no extra charge.
What is the normal delivery time of product?
Usually 3 to 5 working days. If special circumstances prevail and you require product in a more timely manner, arrangements can be made through a Customer Service Representative. However, the order may be subject to a rush order fee.
How do I return uniform items?
When returning goods to the Product Distribution Centre for credit or replacement, please contact customer service for a "returned goods authorization number" and shipping instructions. The number should be included on a copy of your packing slip indicating:
- what is being returned;
- why is it being returned; and
- the action you are requesting
The PDC cannot accept collect shipments. A restocking charge of 15% is applied to all returns unless they are due to a PDC error.
If uniform items are defective or appear to be defective a Customer Service Representative must be contacted before the item is returned for credit or replacement.
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