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SUBSCRIBE NOW    Globe Unlimited    Gift Subscription    Student    International    |    FREQUENTLY ASKED QUESTIONS    |    CUSTOMER CARE


Here are some of our frequently asked questions. Just click on the question to arrive at the answer. If your question does not appear on this page, please visit our General Inquiry page where you can e-mail us your question.

Environment

Home or Office Delivery

Other Delivery Methods

Payment Related Questions

Report on Business Magazine

Customer Care Services

Customer Care Website

The Globe and Mail websites

Advertising with The Globe and Mail

What are the different service plans you offer?
For a complete list of the services and rates available in your area, please enter your postal code in our online subscription form.

How can I contact my local carrier?
Unfortunately, we do not have the name and telephone number of all our carriers, nor can we pass out their personal information. We can, however, send a message to the carrier on your behalf.
To have a message sent to your carrier, please call our Customer Solutions Centre at 1-800-387-5400 or 416-585-5222, or use this website's General Inquiry page.

How do I tip my carrier?
You can call our office two or more days before you will be leaving an envelope out for the carrier and we will notify him/her, or you can set up a charge to your credit card.

How can I let the carrier know of a particular delivery instruction?
We can add a permanent instruction on your account for the carrier to follow on a daily basis. To add this instruction, please call our Customer Solutions Centre at 1-800-387-5400 or 416-585-5222, or use this website's General Inquiry page.

What is the most effective way to process a complaint for missed, incomplete, late or wet delivery?
The most effective way to report a problem with your delivery is to use our automated system at 1-800-387-5400 or 416-585-5222, or use this website's online form.
If you report the problem before the delivery deadline in your area, we can have a replacement paper sent out to you within 90 minutes.
To find out the delivery deadline in your area, please call our office at 1-800-387-5400.

How long does it take to process an inquiry sent via the website?
Expect 3-5 business days for any requests or inquiries sent through our Customer Care Website.
For immediate assistance, please use our automated system at 1-800-387-5400 or 416-585-5222.

I forgot my name and password for the Customer Care website, how can I look them up?
You can use our forgotten password form to e-mail yourself your login and password.

How do I update my information on my user profile?
Please login and use our Customer Profile form. Here you can edit your address to match what is in our system, and update your email addresses. Once the editing is complete, click SUBMIT at the bottom right corner.

The nature of the delivery to my residence has changed - how can I find out if there is a new carrier on my route?
Call our Customer Solutions Centre and the agent can inquire as to whether there is a new carrier on route.
We can be reached at 1-800-387-5400 or 416-585-5222.

How do I set up a gift subscription?
To purchase gift subscriptions and gift certificates, you can use our online gift subscription form, or call our office and a Customer Care Specialist would be happy to assist you.
We can be reached at 1-800-387-5400 or 416-585-5222.

Do I have to subscribe to the Globe in order to subscribe to The New York Times?
No, all of our products are handled as separate subscriptions.
To subscribe only to The New York Times, please call our office at 1-800-387-5400 or 416-585-5222.

Please note, The New York Times is not available in every city in Canada. To inquire about a specific city, please call our office and a Customer Care Specialist would be happy to assist you.

Does the Sunday New York Times arrive on Sunday or Monday in my area?
To find out if the Sunday New York Times is delivered on Sunday or Monday in your area, please call our Customer Solutions Centre at 1-800-387-5400 or 416-585-5222 and a Customer Care Specialist would be happy to assist you.

What time should I expect delivery in my area?
To find out the delivery time in your area, please call our Customer Solutions Centre at 1-800-387-5400 or 416-585-5222 and a Customer Care Specialist would be happy to assist you.

What days does The Globe and Mail print?
The Globe and Mail prints Monday to Saturday every day of the year except for Christmas Day and select statutory holidays such as Labour Day and/or New Year's Day.
On non-publication days, readers are encouraged to visit our award-winning website www.globeandmail.com for the news of the day.
As a reminder, five and six-day print newspaper subscribers receive complimentary access to everything on globeandmail.com through Globe Unlimited. Partial-week print subscribers receive Globe Unlimited for only $4.99 per month with your first month of service only 99 cents. For more details or to activate a complimentary Globe Unlimited subscription, please visit www.globeandmail.com/globeunlimited.

How can I receive scent-free issues of the Report on Business Magazine?
Please call our Customer Solutions Centre at 1-800-387-5400 or 416-585-5222 and a Customer Care Specialist will add a permanent instruction on your account.
You can also make this request by filling out this website's General Inquiry form. In the form, please include your subscription account details and and in the comments field, indicate that you would like scent-free issues of all magazines and inserts.

When is the Report on Business Magazine published?
The last Friday of every month excluding July; the June issue is our summer double issue.

How can I purchase additional copies of the Report on Business Magazine?
To order a copy of a past or present Report on Business Magazine, please call our Back Issues department at 416-585-5273, or call toll free at 1-800-387-5400 and ask for extension 5273, or e-mail backcopies@globeandmail.com.

Are there any promotions or discounted rates?
We currently offer a discounted rate for all full-time university, college, and post-secondary students. To be eligible for this discounted rate you must provide us with your institution name, student identification number, and expected year of graduation. You can start a student subscription online, or by calling our Customer Solutions Centre at 1-800-387-5400 or 416-585-5222.
To find out if there are any promotions for regular delivery, please call the Customer Solutions Centre.

How do I start a student subscription and what documentation do I need?
Please refer to our online student subscription form for requirements.

I've submitted a request for a new subscription through the website, how long does this usually take?
If the website accepted your address and you did not receive an error message, you can expect delivery to start on the date that you've specified.
You will receive an e-mail within 1 business day to confirm this.

If you received an error message that your address was not in our database, we'll need to determine whether or not we can add it. To add an address to our database usually takes 2-3 business days, therefore, please expect a reply e-mail within 2-3 business days. At that time, we will be able to inform you whether or not we can accommodate your subscription request.

What are the various payment methods?
To pay for your subscription, you can either:
1. Receive an regular invoice/renewal notice, either monthly, quarterly, semi-annually, or annually. With this option, you can pay the invoice by mail, at the bank, or through telephone or internet banking. You can also call into our office at 1-800-387-5400 or 416-585-5222 and make a payment using your credit card, either through our automated system or by speaking to a Customer Care Specialist.
2. Set up your subscription on pre-authorized monthly withdrawals from your chequing account or automatic monthly charges to your credit card. To set up an automatic payment plan, please call our Customer Solutions Centre at 1-800-387-5400 or 416-585-5222.

How do I request an invoice/receipt?
To request a renewal invoice or a receipt, please email customercare@globeandmail.com or use our General Inquiry form and specify the dates required. Please allow 5-10 business days for completion of the document. To ensure you receive it as soon as possible, provide your fax number or preferably, an email address we can issue the statement to.

What address do I send my cheque to?
If you are sending in a cheque for payment, please ensure the bottom portion of your invoice is included with the cheque and the term of payment you prefer is clearly checked. If you do not have a renewal notice, please ensure your subscription account number is written in the memo field of the cheque and include a note indicating the term of payment you prefer. The cheque can be sent to:
     The Globe and Mail
     Circulation Department
     444 Front St. W
     Toronto, ON
     M5V 2S9

What information do I need to set up automatic withdrawals from my chequing account?
All of the numbers along the bottom of a cheque: branch identification number, transit number and account number.

Where can I find my account number for Internet banking?
To pay for the Globe and Mail through online or telebanking, please use the product code that appears on the bottom of your invoice. The number starts with a J and is followed by 17 digits. Please remember to remove the hyphens when inputting this number.

If you do not have an invoice, please call 1-800-387-5400 and press "0." One of our representatives will provide you with the number.

How do I get a back copy? How do I find a specific article?
To order a back copy, please call our Back Copies department at 416-585-5273 or 1-800-387-5400 ext. 5273, or e-mail backcopies@globeandmail.com.

For our prices, see our Back Copy Information page.

You can also browse Globe articles on our website at www.globeandmail.com. Once you have registered at that site, the search window at the top of each page will let you browse Globe articles going back to January 2000, by keyword, author name, and more.
Note that some of the articles on our website are pay-per-view.

How do I get permission to use a photo reprint?
For details, go to www.globeandmail.com/help/, scroll down to Licensing and Permissions.

How do I get prices for placing a classified ad or other advertising?
Call 416-585-5111 for Classifieds, or 416-585-5600 for Advertising.

If I am experiencing problems with the website, who can I call?
If you are experiencing technical difficulties with one our websites, please send an e-mail to websupport@globeandmail.ca. Please include as much information as possible, including the problem you are experiencing and your contact details, and our web support technicians would be happy to assist you.

How do I change my delivery service?
Depending on your current type of service you may want to upgrade/downsize to another option:

  • Monday to Saturday service
  • Monday to Friday service
  • Friday and Saturday service
  • Saturday only service
To do this, please call our office at 1-800-387-5400 and press "0" to talk with one of our representatives.

How do I terminate my subscription?
If you would like to permanently terminate your subscription, please call 1-800-387-5400 and press "0" for live assistance.

What is the Globe's Paper Procurement Policy?
The Globe follows an Ancient Forests Stewardship model for its paper procurement policy. Our full Paper Procurement policy is available here.

How do I get in contact with the telemarketing agency that originally called me?
Please call our Customer Solutions Centre at 1-800-387-5400 or 416-585-5222 and a Customer Care Specialist will be able to determine which telemarketing centre called you. Our primary telemarketing provider is Comtel. They can be reached at 1-800-565-4562.

How may I speak directly with a Globe and Mail Customer Care Representative?
Please contact us at 1-800-387-5400 or 416-585-5222 and press "0" immediately to speak with a live representative during operating hours..

I am a retailer of the Globe and I need to make some adjustments on my account/missed deliveries. Who do I call?
Ontario (excluding Ottawa region) 1-800-565-8071
Atlantic Canada 1-800-714-7890
Western Canada (BC, AB, SK, MB) 604-687-4436
Quebec and Ottawa region 514-345-1570

How do I get in contact with Globe Investor Gold or Globe Plus?
To make an inquiry about your Globe Investor Gold or Globe Plus subscription service, please call 1-866-465-9110 or email GlobePlus@globeandmail.com.

If I am experiencing difficulties registering on your website, who do I contact?
If you are experiencing difficulties registering at www.globeandmail.com, please send an e-mail to websupport@globeandmail.ca. Please include as much information as possible, including the problem you are experiencing and your contact details, and our web support technicians would be happy to assist you.

If you are experiencing difficulties registering on this Customer Care website, customer.globeandmail.ca, please send an e-mail to circulation@globeandmail.ca. Please include as much information as possible, including the problem you are experiencing and your contact details, and one of our Customer Care Specialists would be happy to assist you. You can also call our Customer Solutions Centre at 1-800-387-5400 or 416-585-5222.