FREQUENTLY ASKED QUESTIONS

What is your Circulation Department phone number and your phone hours of operation?
The phone number to reach our Circulation Department agents is (250) 763-4000. Our Circulation Department phone hours of operation are 6:30 am to 12 noon seven days a week. Our office located at 550 Doyle Avenue, Kelowna, BC is open to walk in traffic from 8:30 am to 5:00 pm Monday thru Friday. We are closed on Saturday and Sunday. We do have voicemail systems in place if you wish to leave a message after hours or use forms available on our website under the Customer Care menu on the left of our home page. Callers in BC can call toll free by using 1-800-665-1446.

What time should I expect my paper to be delivered?
Most areas can expect delivery by 7 a.m. each publishing day.

What if I do not receive my paper or if it is incomplete or damaged?
To report a problem regarding your newspaper, call our Circulation Department at (250)763-4000 or use the Delivery Concern form under the Customer Care Menu on our website. Reported missed/damaged delivery calls received by 12 noon each day are offered a missed delivery credit or may receive the missing issue the following day.

When can I expect my first paper to be delivered as a new subscriber?
New orders placed by phone will be started within 24 to 48 hours in most instances. Orders that are received via web form or solicitor will be started within 72 hours in most cases. If you have not received your paper within these time frames and have not received a call from our office to verity your order, please call our Circulation Department directly at (250) 763-4000 so that our agents can investigate and resolve the problem.

What if home delivery is not available in my area?
Home delivery is available in most areas in Kelowna, Lake Country, Westbank, Peachland and Summerland. There is limited delivery in areas past Black Mountain on Highway 33 and past Lake Okanagan Resort on Westside Road. If you are unsure if you are in our home delivery area, you may call our Circulation Department directly at (250) 763-4000. If your area is not deliverable, mail subscriptions are available.

How do I start a mail subscription?
To start a mail subscription, call Circulation Department directly at (250) 763-4000. Our agents can explain our rates, available frequencies, expected service, and answer any other questions about our mail subscriptions you may have. If you opt for a mail subscription, the agent can take your information and payment, or you may send your payment and request for service by mail to:

The Okanagan Valley Newspaper Group
DBA: The Daily Courier Newspaper
550 Doyle Avenue
Kelowna, BC V1Y 7V1

NOTE: All mail outs must be paid before issue(s) are sent. Accounts will not be started and issues will not be sent until payment is received.

When can I expect my first mail delivered newspaper?
Once the request for service has been processed, your first paper will be mailed on the next publishing day, depending on your delivery frequency chosen. Please note that papers are mailed out each weekday and subscriptions that include the Saturday and/or Sunday issue will be mailed on Monday.

What is your GST number? Are any other taxes applicable?
Our GST number is 81026 3699. Newspaper subscriptions are not subject to any provincial sales tax so GST is the only tax applied. GST is included in all of our posted/quoted rates with the exception of mail subscriptions sent outside of Canada as they are not subject to this tax.

How do I temporarily stop my delivery?
You can suspend your service two ways: online using our Suspend Delivery form under the Customer Care Menu on our website or by calling our Circulation Department at (250) 763-4000. To have your newspaper stopped for the next day, you must call before our deadline of 12 noon. Regular vacation stop requests will put a hold on your account and thus credit you for each your account is not active. In essence, it pushes your expiry date forward each day you are away.
While you're gone, you may also choose to have your papers donated to our Hospital Donate program. With this option, your paper is donated to the patients at the Kelowna General Hospital. As another option, you may also choose to take advantage of a VAC PAC – by choosing this option, your papers are held by your carrier for each day you are away and then delivered to you all at once when you return. Simply inform agent which option you would prefer!

How do I change the address on my subscription?
Call our Circulation Department at (250) 763-4000 or use the Address Change form under the Customer Care Menu on our website. If your new address is within our home delivery area, your subscription will simply transfer on the date you request. You will be called if this is not possible.

How can I get a previous issue of The Daily Courier or Okanagan Saturday/Sunday?
Our offices maintain an archive of past issues in most instances. They are available for purchase at the cover price if available. We recommend calling ahead to ensure we have the issue available – (250) 763-4000. If you are not able to come in to our office for pick up, you may have a back issue mailed to you. The fee for this service is a minimum of $5.00 a copy. The newspaper(s) will need to be weighed and the postage fee is added to the cover price to determine the cost to you. Call the Circulation Department at (250) 763-4000 to make the request and submit payment. All mail outs require prepayment before mailing. Many of The Okanagan Regional Libraries have copies of back issues on microfiche in many instances as well. Contact the library in your area to enquire about availability.

How do I change the location my paper is delivered?
We make every effort to ensure your newspaper is delivered to the location you request. For customers in rural or challenging areas, it may be necessary to have your paper delivered to a tube slightly away from your home or via a plastic bag and toss. If your paper is not being delivered where you would like it to be, please call Circulation at (250) 763-4000 and we will forward your request on to your delivery carrier.

How do I start a gift subscription for another person?
To order a gift subscription, please call the Circulation Department at (250) 763-4000 to request this service.

How do the invoicing terms work?
Subscriptions are on a pay in advance basis – we do not offer carrier collections any longer as a security measure. Your first invoice should arrive within the first few days of the start of your service, and payment is due upon receipt. We give a 21 day grace period to allow for mailing time before your subscription service will automatically stop. Your invoicing term will start the date you begin receiving service and your expiry will based on the length of term you select for payment. Credits for missed delivery or vacation stops will extend the expiration date on your account by the number of days you received credit for. Payments are due on the expiration date noted on your invoice for the next subscription term. When you start delivery for the first time, the notice will not have any expiry date noted as payment not yet received – when you receive future renewal notices, the expiry date will be noted based on your paid term. Please call our office directly at (250) 763-4000 if you have any questions or concerns with your invoice.

What are my payment options?
You may choose to pay your subscription in 3, 6, or 12 month terms or by automatic monthly renewal by bank or credit card – see below for how this works. You may also pay by mail with your remittance stub but please keep in mind that we must receive and post your payment before the end of the 21 day grace period. You may also make a credit card payment by phone to Circulation Department at (250) 763-4000. We accept Visa, MasterCard and AMEX. We also offer the availability to pay online via MIRAPAY on our website – choose the Subscribe option under the Customer Care à Subscriptions to process your payment.

I have received more than one invoice recently. Why?
Your invoice and remittance may have simply crossed in the mail if payment has recently been made. If so, you may disregard the invoice. Alternatively, your account may be now expired and you are now in to your unpaid grace period. If you are unsure of the status on your account, please call the Circulation Department at (250) 763-4000 and we will be happy to go over your account with you. Failure to keep your account current will result in termination of service so it is best to review the details with our agents to avoid any disruption in service.

Can I have my payments automatically deducted without receiving an invoice?
Yes. Our AUTOPAY (our automatic monthly renewal program) allows you to pay automatically via your credit or bank account on a monthly recurring basis. To set up your subscription on the AUTOPAY program, please follow the instructions on the back of your renewal notice or call our Circulation Department at (250) 763-4000 for further information. Please note that using your bank account will require you to send us a cheque marked VOID or a bank form that is designed for this purpose that authorizes these charges. For credit card, it is best to complete the information on the back of the notice and sign for authorization as well.