Retailer FAQs

Q.
I would like to carry your games and puzzles in my store. What do I do?
A.

This is our favorite question of all time!! Give us a call toll-free at 1-877-592-7374. We are open weekdays from 7:00 a.m. to 4:00 p.m. Pacific time (10:00 a.m. to 7:00 p.m. Eastern time). We are pretty darn friendly here on the West Coast, but feel free to email us if you prefer.

Q.
Where are you located?
A.

Our head office is located in beautiful Victoria, British Columbia. But don’t worry!! We won’t ship your order from an island in the Pacific Ocean. Our two warehouses are conveniently located in Toronto and Buffalo.

Q.
What is your minimum order size?
A.

We are committed to being the leaders in customer service in the toy and game industry, so our low low low minimum order size is just $5,000. Just kidding!! Our minimum order size is $100.

Q.
Do I need to order in full carton quantities?
A.

While we do have a few items pre-packed in displays, most of our games and puzzles can certainly be mixed-and-matched to fill cartons. All we ask, if you do need to order in less-than-full carton quantities, please send us cookies. We like peanut butter cookies the best!!

Q.
How quickly can you ship my order?
A.

All orders are shipped within two business days. If you have a time sensitive shipment, please contact your sales rep, and we will do our best to expedite your order.

Q.
I am missing a carton from my shipment. What do I do?
A.

Wait two more days. Sometimes cartons are temporarily misplaced, and they will show up soon enough. After a couple of days, if your missing carton still has not shown up, give us a call toll-free at 1-877-592-7374. We are open weekdays from 7:00 a.m. to 4:00 p.m. Pacific time (10:00 a.m. to 7:00 p.m. Eastern time). If your missing carton cannot be located, we will issue you a credit for the missing items.

Q.
I received the correct number of cartons, but am missing some items. What do I do?
A.

With our newly implemented scanning technology, our goal is to have zero shipping errors. However, if something is missing, give us a call toll-free at 1-877-592-7374. We are open weekdays from 7:00 a.m. to 4:00 p.m. Pacific time (10:00 a.m. to 7:00 p.m. Eastern time). We will issue you a credit for the missing items. Please make sure you have your packing slip handy when you call.

Q.
Can I pay with a credit card?
A.

We accept both VISA and MasterCard. We process credit cards in both CDN$ and USD$... and for your added convenience, we now accept Sudanese pounds!

Q.
What tradeshows do you attend?
A.

We attend several tradeshows in both Canada and the United States. Click here to see our upcoming tradeshow schedule.

Q.
Who is my sales rep?
A.

In the United States we use independent rep groups. Click here to see a complete listing of our various rep groups. In Canada, we have in-house sales people to serve you. If you need assistance finding your local rep, give us a call toll-free at 1-877-592-7374. We are open weekdays from 7:00 a.m. to 4:00 p.m. Pacific time (10:00 a.m. to 7:00 p.m. Eastern time).

Q.
Where can I get your General Conformity Certificates?
A.

Our products all comply with North American safety standards. Click here to download our GCC’s.

Q.
Can I view your catalogues online?
A.

You can indeed. US retailers should click here to download our US catalogues. Canadian retailers should click here to download our Canadian catalogues. Retailers outside North America should click here to download our international catalogues. We do not currently sell to other planets or galaxies!

Q.
Why do you carry different products in Canada and the United States?
A.

This is a great question! We get asked this all the time. We manufacture our own games and puzzles, which we sell throughout North America. However, we also distribute exclusively in Canada for US-based companies like MindWare, Patch Products, SmartLab Toys, Fat Brain Toys, Spin Master, Mayfair Games and Late for the Sky.

Q.
What is the Cobble Hill Puzzle Company?
A.

Outset Media is the exclusive distributor for the Cobble Hill Puzzle Company. Cobble Hill Puzzle Company is best known for producing museum quality jigsaw puzzles. Their puzzles are manufactured right here in North America.

Q.
Do you manufacture in North America?
A.

Not everything we produce is manufactured here in North America. Our goal is to produce 80% of our items here at home, but sometimes it does make more sense to produce certain items overseas. Click here to see a complete list of our items that are manufactured in North America.

Q.
Outset Media!?! What kind of stupid name is that!
A.

Couldn’t agree with you more! The name was picked waaaaay back when we had only one game, and the plan was never to have anything more than one game. Anyway, the name seems to have grown on us. And now that we have sold over two million games worldwide, it seems a little late to be changing our company name!