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FAQ

  1. Can I get a free catalogue?
  2. Is it safe to order online at the NFB?
  3. Are you going to send my name to a million mailing lists?
  4. What are the advantages to my creating a personal profile and becoming a registered user on your site?
  5. What are cookies and how does the NFB use them?
  6. What is the difference between home and public viewing?
  7. How can I place an order on-line?
  8. What are the payment options?
  9. What are the applicable taxes?
  10. Can I cancel or modify an order?
  11. How can I purchase a film that I cannot add to my cart?
  12. What are the shipping costs?
  13. What are the shipping times?
  14. How do I rush an order?
  15. I have placed an order but haven't received anything yet.
  16. May I return an item and how?
  17. Do you have a preview policy for institutions?
  18. To modify your Personal Information
  19. To change your password
  20. I can't remember my password…
  21. How do I submit a film project?
  22. How do I get assistance in the production of a film?
  23. Can I get a printable order form?

Can I get a free catalogue?

We do not offer a printed catalogue, however our online Video store offers the most comprehensive and up-to-date listing of NFB video titles available.

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Is it safe to order online at the NFB?

Absolutely! It is totally safe to order online at the NFB. We have put in place appropriate physical, electronic, and managerial procedures to safeguard and help prevent unauthorized access, maintain data security, and correctly use the information we collect online. Unfortunately, no data transmission over the Internet can be guaranteed to be 100% secure, as hackers have proved worldwide that no computer security system is entirely foolproof. The most any Web site can do is make reasonable efforts, which is what we do at nfb.ca, to protect your information from theft, misuse and alteration. Once we receive your transmission, we make our best effort to ensure its security on our systems. Any personal information you give us is kept in secure files. Access is limited to authorized employees who have a need to know. Any time we ask for a credit card number, we transmit that credit card number in an encrypted format directly to Scotia Bank. We use industry-standard, SSL (secure socket layer) encryption.

But remember, you are ultimately responsible for the security of your credit card, nfb.ca ID and password. We do not assume responsibility for the unauthorized use of your credit card to buy NFB products online. Also, please keep in mind that your ID and password are the link to your file or account with us and the personal information it contains. Please take care when using and storing them. The NFB recommends that you do not divulge your password to anyone.

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Are you going to send my name to a million mailing lists?

Personal information provided to the NFB will never be sold, rented or provided to third parties. Should we have to share information with a third party, such as in the case of a survey we commission, we will always tell you when asking for it and we will also tell you how we will use this personal information. It will be your choice to answer the survey or not.

We will disclose information we maintain only when we are required to do so by law, for example, in response to a court order or a subpoena.

As a government institution under the Canadian Privacy Act, we must notify the Privacy Commissioner in writing of any disclosure of personal information before using information for a purpose other than that for which the information was obtained so that we could not share this information without prior permission.

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What are the advantages to my creating a personal profile and becoming a registered user on your site?

By creating your profile and registering on our site, your personal information will have to be provided only once. At your next visit, our web site will be able to recognize you and you will be able to proceed with your purchases in a fast and secure fashion.

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What are cookies and how does the NFB use them?

Users should be aware that certain non-personal information and data may be automatically collected by the NFB through the operation of what are called "cookies".

"Cookies" are small text files that identify an individual computer's browser entering a web site. They allow the site to track that browser's movement through the site over several sessions. Through cookies, a web site can recognize repeat users, facilitate the user's access to and use of the site and allow a site to track usage behaviour that will allow content improvements.

The NFB uses cookies in some parts of its site. We use them to personalize your experience. Cookies are useful in some parts of our site to enable us to recognize you by name when you return to our site, save your password in password-protected areas, and enable you to use a shopping cart. We will not use them to track non-NFB usage.

If you do not want a cookie placed on your computer by the NFB, it is your responsibility to disable cookies altogether by modifying the Preferences section of your browser (under Edit/Preferences/Advanced). Note that it is possible that some features of NFB sites may be unavailable to you if you choose this option.

If you wish to accept cookies, but wish to be informed of their appearance, you may turn on a warning prompt by modifying the cookie warning section in your browser.

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What is the difference between home and public viewing?

Public viewing (institutional)

The audio-visual works available in this section are offered only for the purpose of free public performance(s) to educational institutions, to government agencies, to business entities, to band councils, to social, professional, religious or cultural organizations or to public libraries. All orders to the general public should be placed in our Home Video Store.

Home viewing (consumer)

The audio-visual works available in this section are offered only to the general public for their private home viewing use. All orders for educational institutions, libraries and other organizations should be placed in the NFB Resources Shop.

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How can I place an order online?

For institutions and organizations

If you represent an institution or an organization, you must first register in the online shop, identifying the institution that you are associated with. We will process your request and notify you when you have been approved.

Once you have been approved as an authorized user for your institution or organization, you may shop online by signing on with the user id and password created upon registration.

To place your order, select 'Checkout' from the shopping cart. From the shipping information panel, enter the address where the order should be shipped by selecting an existing address or creating a new address. Select 'Continue'. The Payment and Billing information panel will display.

If paying for your order by Purchase order, select PO and enter your PO number.

If paying by Credit Card, select an existing credit card, or add a new credit card number. To enter a new credit card select the credit card type, and enter your corresponding credit card number and expiry date.

Select or create a new billing address and select 'Continue'. An order summary will display indicating all item, shipping and tax charges.

After reviewing, you may select 'Place Order' and your order will be processed and shipped.

For home consumers

Orders are placed by selecting 'Checkout' from the Shopping Cart.

If you have not already logged in and created your address and payment books, you will be asked to do so when placing an order.

From the shipping information panel, enter the address where the order should be shipped by selecting an existing address or creating a new address.

Select 'Continue'. The Payment and Billing information panel will display.

Select an existing credit card, or add a new credit card. To create a new credit card select the credit card type, and enter your corresponding credit card number and expiry date.

Select or create a new billing address and select 'Continue'. An order summary will display indicating all item, shipping and tax charges. After reviewing, you may select 'Place Order' and your order will be processed and shipped.

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What are the payment options?

For home consumers - We accept Visa, MasterCard and American Express. If you wish to call in or fax your credit card information and complete your purchase by phone, you may do so by contacting Sales and Customer Service.

Institutional customers can pay by Visa, MasterCard or American Express. Customers with an established, approved account, may pay by purchase order. For more information on this option please contact Sales and Customer Service.

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What are the applicable taxes?

The shipping address determines the applicable taxes. If you or your organization are exempt from certain taxes, please contact Sales and Customer Service so that we may make the appropriate changes to your account.

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Can I cancel or modify an order?

If you wish to cancel and order after it has been placed, please contact Sales and Customer Service as soon as possible. We cannot cancel an order once it has entered the shipping process. You will be asked for your name, email address, order confirmation number, if available, and the product you want to cancel. The quantity of an item ordered can also be changed.

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How can I purchase a film that I cannot add to my cart?

It may occur that some titles from our collection are not available in our online shop. If you are having difficulty finding a title or are looking for a specific title, please contact Sales and Customer Service.

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What are the shipping costs?

Shipping charges are explained in detail on the Shipping FAQ

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What are the shipping times?

Delivery delay including processing for most of Canada is one week, and two to three weeks for items not in inventory, unless otherwise specified. If you need specific information regarding the shipping of your order, please contact Sales and Customer Service.

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How do I rush an order?

We love to do miracles for our customers…For the miracle to happen, before processing your order, simply contact Sales and Customer Service.

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I have placed an order but haven't received anything yet.

Please contact Sales and Customer Service so we can trace your order.

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May I return an item and how?

Our unbeatable guarantee: if you are not completely satisfied with the quality of your purchase, you may return it for a full refund, exchange or credit within 30 days of shipment date. Before returning an item, please contact Sales and Customer Service.

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Do you have a preview policy for institutions?

We do not offer a preview service at the NFB, however if you contact Sales and Customer Service, our qualified personnel will be pleased to help you find the title that best suits your needs.

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To modify your Personal Information

From 'My Account' Click on 'Personal Information'. The Personal information panel displays. Change your personal information and click 'Submit'

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To change your password

From 'My Account ' Click on 'Change Password'. Enter and confirm your new password, and then click 'Submit'.

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I can't remember my password

Please contact Sales and Customer Service, providing your name, first name, user name and email address. A temporary password will be sent to you by email.

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How do I submit a film project?

You must contact the appropriate NFB production office. Please select a studio from the English Program and French Program pages.

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How do I get assistance in the production of a film?

Please consult our Support programs page. You may also contact Telefilm Canada.

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Can I get a printable order form?

Please click here!

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