What is the TELUS Merch Shop?
The TELUS Merch Shop is where you can purchase limited edition TELUS merchandise and have it delivered right to your door.
What is the TELUS Nature Shop?
Our nature-based solutions are now available for purchase. Contribute directly to nature restoration projects in Canada and abroad.
Choose your preferred nature-based solution and help support a healthier planet.
I don’t live in Canada, how can I purchase products?
Sorry, the TELUS Merch Shop is only available in Canada for now.
Do I need to be a TELUS customer to make a purchase?
Nope! Customers and non-customers can share the love of TELUS critters and merchandise and purchase their favourite products.
How do I make a purchase?
When you find something you like, simply add it to your cart and go through online checkout. We’ll prepare your order and ship it to you.
Please note that Merch Shop and Nature Shop items must be purchased separately. At this time we are unable to combine carts.
What payment methods do you accept?
We accept Visa, Mastercard and American Express.
My credit card isn’t working. What should I do?
We do take a variety of cards however, some do not work with our payment platform. Always check that your billing address and postal code are the correct ones associated with your credit card. Sometimes, if these are incorrect, the payment will not go through. Please re-try adding your billing information, then the payment details, and see if it processes. If it does not go through, it is most likely because our system does not accept the card you are using.
Do you offer refunds or exchanges?
As our product sales give proceeds to charity, we do not accept refunds or exchanges at this time.
For claims regarding a damaged/defective product, please email
customerservice@genumark.com within 7 days of receiving your item associated with your order number in order for your case to be accepted for review.
How long will it take for my order to be shipped to me?
If you ordered a physical item from the TELUS Merch Shop, Shipping takes 3-8 days. While we make every effort to ship all orders within that time frame, processing delays outside of our control may occur and unfortunately, we cannot make guarantees on shipping dates.
What happens if my address is entered incorrectly at the time of shipping?
If you need to make a change to your shipping address, we will do our best to accommodate you; however, processing begins immediately and there may be instances that your shipping label has been created and cannot be changed. If this is the case, please contact
customerservice@genumark.com with your order number and tracking number to have your package rerouted where possible.
Can you redirect an order to a different address?
We are unable to redirect orders to an alternate address once your order has been dispatched.
Who pays for shipping fees?
Shipping fees are the responsibility of the customer and are non-refundable.
Taxes & Duties
Prices displayed on the website do not include taxes. When you proceed to purchase your order, sales tax (where applicable) and shipping charges may be calculated on the total value of merchandise, and will be displayed on the Order Summary page.
What currency is used on the TELUS Merch Shop?
The currency used on the TELUS Merch Shop is CAD.
My package is lost. What should I do?
If you have sufficient reasoning to believe your package has been misplaced by Canada Post, please contact
customerservice@genumark.com with your order number and the Canada Post Case Code so we can assist you further. TELUS is not responsible for damaged, lost, or stolen packages; however, we will try our hardest to make sure the carrier locates your package. For all claims regarding lost/stolen packages please email
customerservice@genumark.com within 7 days of delivery receipt.
What happens if I refuse a package or it is undeliverable?
If you have been notified of your order returning to sender, please monitor your tracking number until it states that your package has been successfully returned to us. Once tracking confirms that your package has been sent back, please notify us immediately at
customerservice@genumark.com with your order number, so we can begin the process of reshipping your order.
Can I change the colour or add to my order?
All orders are final sale once submitted and may not be changed, cancelled or updated.
