FAQ for Customer Care Agents

RESPONSE TIMES

Customer Service Response Times

  • Calls/Chatbot – 60 seconds average speed of answer
  • Written mail – 24 hours average speed of reply
  • Email – 4 hours average speed of reply

GENERAL

About Cottage Life

  • Cottage Life is a multi-platform lifestyle brand– a website, social media destination, television channel, consumer show and magazine– and is the go-to source for cottagers, offering valuable advice as well as profiles, how-to articles, recipes, essays, issues pieces, and lifestyle stories that help readers look after their cottages, entertain guests and, of course, kick back and have fun.

 

Magazine frequency and schedule

  • Cottage Life is published six times per year.

 

  • March/April 2019
    • Mail date: February 21
    • On-sale: March 4
  • May 2019
    • Mail date: April 4
    • On-sale: April 15
  • June/July 2019
    • Mail date: May 15
    • On-sale: May 27
  • August/September 2019
    • Mail date: June 26
    • On-sale: July 8
  • October 2019
    • Mail date: September 12
    • On-sale: September 23
  • Winter 2019/2020
    • Mail date: November 7
    • On-sale: November 18

 

Customer Service Subscription Pricing

Regular Subscriptions – use key Z831WMTUN

  • Canada:
    • 6 issues (1-year) $29.95 + tax
    • 12 issues (2-years) $49.95 + tax
    • 18 issues (3-years) $69.95 + tax
  • U.S.:
    • 6 issues (1-year) $45.00
    • 12 issues (2-years) $80.00
    • 18 issues (3-years) $115.00
  • International:
    • 6 issues (1-year) $75.00
    • 12 issues (2-years) $95.00
    • 18 issues (3-years) $205.00

Year-Round Gift Subscriptions – use key M834WMTUN

  • Canada:
    • First/Own Gift: 6 issues (1-year) $29.95 + tax
    • Additional Gifts: 6 issues (1-year) $19.95 + tax
  • U.S.:
    • First/Own Gift: 6 issues (1-year) $45.00
    • Additional Gifts: 6 issues (1-year) $35.00
  • International:
    • First/Own Gift: 6 issues (1-year) $75.00
    • Additional Gifts: 6 issues (1-year) $65.00

 

Underpayments/Overpayments

  • Prorate based on the initial offer and reduce or extend term of subscription

 

Digital Edition

  • The digital edition is available with your paid subscription.
  • [more needed here]

 

Back Issues

  • Back issues are available for purchase at a rate of $5 plus shipping and handling.
  • Requests for copies up to 1-year back are to be fulfilled by TAMi.
  • Requests made for copies older than 1-year back are to be sent to Publisher.

 

Gifts with Purchase

  • Gifts with purchase are offered on payment of subscription order.
  • Customers should expect a delivery time of 6-8 weeks.
  • Gifts with purchase cannot be purchased separately. Some exceptions apply. Ex. Cottage Life trivia calendar.

 

Refund Requests

  • Refund amount is calculated on unserved issues.
  • Contact Publisher for any demand of a full refund.
  • If a recipient requests a refund, the refund should be sent to the donor.

 

Billing/Bill Me

  • A “bill me” option is available on some campaigns. Customers will receive an email bill followed by up to 4 monthly mailed invoices.
  • Instalment billing is not available.
  • Service will be suspended after 2 issues if order remains unpaid.

 

COTTAGE LIFE CONTACTS

Subscriber Services

  • Mailing Address:
    • Cottage Life, 8799 Highway 89 Alliston, ON L9R 1V1
  • Email: service@cottagelife.com
  • Tel:1 (416) 864-3741 or toll-free at 1 (800) 267-0393

Subscriber Services – escalation

  • Agents are encouraged to use the #cx-blue-ant-support Slack channel (darwin.slack.com).
  • To reach Cottage Life, tag @Ali Hasan.

Editorial Office

Advertising Sales

Consumer Shows

Merchandise

Head Office

  • Mailing Address:
    • Blue Ant Media Solutions Inc., 130 Merton Street, Suite 200 Toronto ON M4S 1A4
  • Tel: 1 (416) 599-2000

 

DELIVERY

Late or missed issues

  • Always offer to extend subscription before replacing the late or missed issue. Limit of 2 issues for extension or replacement.
  • The first issue should arrive 6 to 8 weeks after receipt of your subscription order. If you do not receive your first issue, log in to your account to verify that your name and address are correct before contacting us. Other factors that may cause a missed issue are:
    • A recent change of address
    • Your subscription has expired
    • Your payment has not been received
    • Postal delivery delays due to a holiday
  • If none of the above applies, log in to your account to report the missing issue online by clicking on the “Report Damaged/Missing Issue” link in the menu and we will send a replacement issue. If you are a non-subscribing donor, your subscription is expired, or your subscription is cancelled you are not eligible to report a missed issue and the “Report Damaged/Missing Issue” link in the menu will not show.

 

Damaged issues

  • Always offer to extend subscription before replacing the damaged issue. Limit of 2 issues for extension or replacement.
  • If your issue frequently arrives damaged and your mailbox is sufficiently sized, check with the post office to determine why your magazine arrives in this condition. If this is an isolated event, log in to your account to report a damaged issue online by clicking on the “Report Damaged/Missing Issue” link in the menu and we will send a replacement issue. If you are a non-subscribing donor, your subscription is expired, or your subscription is cancelled you are not eligible to report a damaged issue and the “Report Damaged/Missing Issue” link in the menu will not show.

 

Delayed Start

  • All gift subscription orders are delayed to start with the Winter issue of Cottage Life, to be mailed out after the holidays and no later than mid-January.

 

SECURITY

Secure Socket Layer (SSL) technology

  • Cottage Life uses SSL technology for all online transactions. SSL encrypts your personal information including name, address and credit card number to prevent unauthorized access to this information during the transmission of your online order. You can verify this by confirming the web address on the page begins with “https:” instead of “http:”. Additionally, your browser will also display the icon of a locked padlock or an unbroken key at the bottom of the screen or status bar.

 

PRIVACY POLICY

Privacy Policy

  • Is available to all customers online at cottagelife.com/privacy-policy
  • If you have any concerns about privacy procedures at Cottage Life, wish to find out further details about how your Personal Information may be used, or want to update your Personal Information, contact us.
  • Mailing Address:
    • Blue Ant Media Solutions Inc., 130 Merton Street, Suite 200 Toronto ON M4S 1A4
  • Email: legal@blueantmedia.com
  • Tel: 1 (416) 599-2000

 

European General Data Protection Regulation (“GDPR”)

  • Further to the European General Data Protection Regulation (“GDPR”) we have designated a Data Protection Officer (“DPO”) who is responsible for all personal data matters at Blue Ant Media. If you have a specific complaint regarding your personal data or wish to invoke your legal rights under the GDPR, you can contact our DPO directly:
  • Mailing Address:
    • Blue Ant Media Solutions Inc., 130 Merton Street, Suite 200 Toronto ON M4S 1A4 Attn: Astrid Zimmer
  • Email: dpo@blueantmedia.com
  • Tel: 1 (416) 599-2000

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