Frequently Asked Questions
1. How do I access the Chatelaine online Customer Care and what are it's features?
2. Why can't I access my online Chatelaine subscription account?
3. When does my first issue arrive?
4. How do I pay my bill online?
5. How do I renew my subscription online?
6. How do I change my mailing address?
7. How do I change my e-mail address?
8. How do I temporarily suspend my delivery?
9. How do I replace a missing issue?
10. What should I do about a damaged issue?
11. How do I receive fragrance free issues?
12. Why did I receive duplicate issues?
13. How can I purchase a back issue?
14. When does my subscription expire?
15. My subscription has expired, why am I continuing to receive the magazine?
16. Why am I receiving renewal notices now?
17. Why didn't I receive a response to my e-mail within 2 business days?
18. What are the options for contacting Chatelaine's Customer Care?
19. Tell me more about Chatelaine.
1. How do I access the Chatelaine online Customer Care and what are it's features?
To access Chatelaine's Customer Care, simply click here and enter your e-mail address or your 10-digit account number as it
appears on your magazine mailing label, starting with 00 followed by 8 digits.
The on-line Customer Care Service allows you to:
- Check the status of your subscription
- Pay any outstanding balances
- Renew your subscription
- Change your mailing address or your e-mail address
- Tell us that you've missed an issue
- Ask any other Customer Service question you might have
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2. Why can't I access my online Chatelaine subscription account?
If you are entering your Chatelaine account number incorrectly or if your e-mail address is not recorded on your account, you will be asked to enter your mailing address. However, for security reasons, we require an exact match to your mailing label.
If you are still not able to obtain access, send us an e-mail with your full name, mailing address, correct e-mail address and tell us your question or request and we will get back to you as soon as possible.
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3. When does my first issue arrive?
After we receive your subscription order, your first issue should arrive in approximately 4 to 6 weeks. If you've waited 6 or more weeks without receiving an issue, please inform us about it via an email,
telephone (416) 596-5523/1-800-268-6812 or fax (416) 596-2510/1-888-315-7747 and we will investigate it for you. Please note, the toll free numbers are only accessible from Canada and United States.
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4. How do I pay my bill online?
To process your payment online, visit our Customer Care site. To enter this secure site, you will need to enter your e-mail address or your 10-digit account number as it appears on your magazine mailing label, starting with 00 followed by 8 digits. Next, click on "To pay for your subscription, click here" and provide us with your credit card information.
If you do not see an option to pay, then that means that you do not have an outstanding balance. Currently, you can only pay for your personal subscription online. Gift subscriptions can be paid via telephone, mail on online banking. Please click here to find out how to contact us.
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5. How do I renew my subscription online?
To renew your subscription, visit our online Customer Care site.
If you are unable to renew your subscription in Customer Care, it is most likely because your subscription is not close to expiring or you are part of our Continuous Service program. If you would still like to take advantage of our great online offer, click here. (Please note this is a secure site.)
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6. How do I change my mailing address?
To update your new mailing address, visit our Customer Care site. To access your account, you will need to enter your e-mail address or your 10-digit account number as it appears on your magazine mailing label, starting with 00 followed by 8 digits. Next, click on "My address has changed" and make the necessary changes and click on the submit button.
You may also telephone (416)596-5523/1-800-268-6812 or fax (416)596-2510/1-888-315-7747 us with your old and new mailing addresses and the effective date. Please note, the toll free numbers are only accessible from Canada and United States.
IMPORTANT NOTE:
1. We print our magazine mailing labels in advance, therefore, it may take a few weeks for the change to be effective.
2. To update an address for a future date, click here to send us an e-mail.
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7. How do I change my e-mail address?
To update your new e-mail address, visit our Customer Care site. To access your account, you need to enter your e-mail address or your 10-digit account number as it appears on your magazine mailing label, starting with 00 followed by 8 digits. Next, click on "My e-mail address has changed" and make the necessary changes and click on the submit button.
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8. How do I temporarily suspend my delivery?
To temporarily suspend your delivery service, click here to send us an e-mail.
IMPORTANT NOTE: We print our magazine mailing labels in advance, therefore, it may take a few weeks for this transaction to take effect. Of course, your subscription expiry date will be automatically extended to compensate for the issues that are not mailed.
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9. How do I replace a missing issue?
If you never received a certain issue, click here to send us an e-mail. If the issue is still available, we will mail you a replacement copy immediately; however, if we have run out of this issue, we will extend your subscription expiry date accordingly and promptly reply to you with our action taken.
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10. What should I do about a damaged issue?
If you have received a damaged issue, click here to send us an e-mail. To compensate for the inconvenience, we will certainly extend your subscription expiry date and if the issue is still available, mail you a replacement copy immediately. But we will promptly reply to you with our action taken.
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11. How do I receive fragrence free issues?
To request fragrance free issues, click here to send us an e-mail.
IMPORTANT NOTE: We print our magazine mailing labels in advance, therefore, it may take a few weeks for this transaction to take effect. In the interim, you may pass your copy to a friend and contact us to receive a replacement fragrance free issue.
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12. Why did I receive duplicate issues?
If you are receiving duplicate issues, the first step you need to do is look at the account numbers on your magazine mailing labels. If the numbers are identical, then this is likely a one time printing error. If the account numbers are different, then this needs to be reported to us.
To report receipt of duplicate issues, click here to send us an e-mail.
IMPORTANT NOTE: As we print our magazine mailing labels in advance, you may continue to receive 1 or 2 more duplicate issues, but the extra copy will cease shortly. Of course, your subscription expiry date will be automatically extended to compensate for the issues that were mailed in duplicate copies.
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13. How can I purchase a back issue?
You may purchase hard copy of the back issues at cover price, plus applicable taxes plus shipping and handling at https://www.canadianmagazines.ca.
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14. When does my subscription expire?
On your magazine mailing label, the subscription expiry date is indicated on the top right-hand corner. If your account is paid in full, this date indicates the last issue that you are entitled to receive.
The expiration date on your mailing label does not necessarily reflect a paid subscription expiry date. Once a renewal order is received, the expiry date is automatically extended to reflect the transaction regardless of payment.
To get an accurate status of your account, simply click here and enter your e-mail address or your 10-digit account number as it appears on your magazine mailing label, starting with 00 followed by 8 digits. Next, click on "What's my account status?"
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15. My subscription has expired, why am I continuing to receive the magazine?
We mail a few arrear issues to our subscribers just in case they are late in renewing. If a renewal order is not received shortly after the subscription expiry date the arrear copies will cease automatically. However, if a renewal order is received then service will simply continue without any interruption.
If you do not intend to renew your subscription and you wish to terminate your service immediately, click here to send us an e-mail.
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16.Why am I receiving renewal notices now?
We start mailing our renewal notices approximately 6 months prior to the subscription expiry date. If you wish to stop the notices until closer to your subscription expiry date, click here to send us an e-mail.
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17. Why didn't I receive a response to my e-mail within 2 business days?
Sometimes our email replies to you are returned to us as "Undeliverable". You may have entered your return e-mail address incorrectly and we can't contact you to let you know the problem. If you don't hear back from us, this is usually the reason. Please do e-mail again if you haven't heard back from us within a week, and include a telephone number so we can respond to you that way if necessary. Alternatively, you can also contact us by telephone at (416) 596-5523/1-800-268-6812
or by fax (416) 596-5523/1-888-315-7747. Please note, the toll free numbers are only accessible from Canada and United States.
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18. What are the options for contacting Chatelaine Customer Care?
- Online Customer Care is the fastest and easiest way to access your personal account and ask subscription questions at your convenience 24 hours a day, 7 days a week.
- Telephone: (416) 596-5523, 1-800-268-6812 (Toll free valid only from Canada and U.S.A.)
- Fax: (416) 596-2510, 1-888-315-7747
- Mail: Chatelaine Subscriber Services,
8th Floor-777 Bay Street
Toronto, ON M5W 1A7
Canada
- E-mail: service@chatelaine.com
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19. Tell me more about Chatelaine
Chatelaine is published monthly, by Rogers Media Publishing, a Rogers Communications company.
Our postal address:
Chatelaine
777 Bay Street, 8th Floor
Toronto ON, M5W 1A7
Canada
Privacy Policy:
For Chatelaine Privacy Policy, regarding any information submitted to Chatelaine Online, click here.
Advertising inquiries:
Telephone: 416-596-5425
Fax: 416-593-3917
Letters to the Editor:
Chatelaine welcomes readers' views, but letters may be edited for space and clarity. When submitting a letter for publication, please supply:
- name
- address
- daytime phone number
Fax: 416-593-3917
Mail:
Chatelaine Magazine Letters
777 Bay St. 8th Floor
Toronto, Ont. M5W 1A7
Comments about this site:
E-mail: clawrence@rmpublishing.com
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