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At Club Monaco, we are committed to providing exceptional customer service to all of our clients. Making services accessible to persons with disabilities is an important part of this commitment to superior customer service.
We strive to provide our services in a way that respects the dignity and independence of people with disabilities. We are also committed to giving people with disabilities the same opportunity to access our services and allowing them to benefit from the same services in the same place and in a similar way as other clients.
This policy establishes our commitment to accessible customer service under the Accessibility for Ontarians with Disabilities Act, 2005 and the customer service standard requirements under Ontario Regulation 191/11, The Integrated Accessibility Standards Regulations.
Club Monaco’s Accessible Customer Service Policy (“the Policy”) applies to all of our employees and managers, and to any third parties (e.g., contractors) who we may arrange to provide our goods and services on our behalf. This policy applies to the extent that members of the public interact with our representatives directly and are able to directly access our services, products, and premises.
When communicating with people with disabilities, we will do so in ways that take into account their disability. Accordingly, we will train any staff who communicate with clients on how to interact and communicate with people with various types of disabilities.
People with disabilities are welcome to use their own personal assistive devices (e.g., white cane, wheelchair, hearing and visual aids) in order to access or use our facilities and obtain our services, to the extent that those facilities and services are made available and accessible to the general public. We will train our staff to become familiar with various assistive devices that may be used by clients with disabilities while accessing our services. We will also ensure that staff know how to use assistive devices that are available for clients on our premises.
People with disabilities who are accompanied by a service animal are welcome on all parts of our premises that are open to the public and other third parties. Clients may keep the animal with him/her unless excluded by law, in which case, we will consider alternative measures to access to our services. Our staff and others dealing with the public on our behalf will be trained on how to interact with people with disabilities who are accompanied by a service animal.
Any person with a disability who is accompanied by a support person will be allowed to enter our facilities with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on our premises.
In the event of a planned or unexpected disruption in facilities or services usually used by people with disabilities, Club Monaco will post a notice about the reason for the disruption, its anticipated duration, and a description of alternative facilities or services, if available. The notice will be placed at or near the affected facility or service and/or through other means (e.g., website) where necessary.
We will provide training to all Club Monaco employees, all persons who are involved in the development and approval of Club Monaco policies, and all other persons who provide goods, services or facilities on behalf of Club Monaco. This training will be provided shortly after staff commence their duties and/or upon changes to this Policy, practices and procedures.
We welcome any feedback on our goods, services, and facilities from people with disabilities. Please send your comments to the following:
Club Monaco Corp.
Global People Practices (“GPP”)
625 Madison Avenue
New York, New York 10022
Make a Difference Hotline (1-877-4POLORL).
Alternatively, as another option you can also email GPP at:
All feedback, including complaints, will be handled as quickly as possible. We will consider your comments carefully, and you can expect to hear from us within a reasonable period of time. Please understand that some inquiries may take longer to address.
Note: copies of documents required under the Accessibility for Ontarians with Disabilities Act, 2005 are available upon request. Please notify us in advance if you require such documents in an alternative or accessible format.
The Integrated Accessibility Standards Regulations (“IASR”) under the AODA require that Club Monaco establish, implement, maintain and document its accessibility policies and multi-year accessibility plan (the “Accessibility Plan”), which outlines Club Monaco’ strategy for preventing and removing barriers for persons with disabilities and to meet our requirements under the IASR and the AODA.
The Accessibility Policy and Multi-Year Accessibility Plan will be publicly available, including in an accessible format upon request. The Accessibility Plan will be reviewed and updated, if applicable, at least once every five years.
The Accessibility Policy and Multi-Year Accessibility Plan applies to all employees and customers of Club Monaco in Ontario, and, where indicated, to any independent contactors providing services on behalf of Club Monaco in Ontario.
In fulfilling our mission, Club Monaco strives to treat all individuals in a manner that allows them to maintain their dignity and independence. Club Monaco promotes integration and equal opportunity and is committed to meeting the needs of people with disabilities in a timely manner. We will seek to achieve this by preventing and removing barriers to accessibility and by meeting accessibility requirements under the AODA. This Accessibility Policy and Multi-Year Accessibility Plan sets out Club Monaco’ policy on how we will achieve accessibility generally, as well as in employment, and information and communications.
In accordance with its customer service standard requirements under the IASR, Club Monaco is committed to providing exceptional customer service to all of its customers and clients. For more information, please refer to Club Monaco’ Accessible Customer Service Policy.
Club Monaco is committed to providing the customers and clients with publicly available emergency information in an accessible way upon request.
Club Monaco will also provide employees with disabilities with individualized emergency response information when necessary.
The following sets out how Club Monaco is committed to complying with the IASR.
Club Monaco is committed to providing training on the requirements of the accessibility standards referred to in the IASR and on the Human Rights Code, as it pertains to persons with disabilities.
Club Monaco is committed to making company information and communications accessible to persons with disabilities. Club Monaco will incorporate new accessibility requirements under the information and communication standards to ensure that its information and communications systems and platforms are accessible and are provided, upon request, in accessible formats that meet the needs of persons with disabilities.
While Club Monaco does not currently have any Ontario-based web sites, in accordance with the IASR, Club Monaco will work toward making any future Ontario-based websites and web content conform with the World Wide Consortium Web Content Accessibility Guidelines (WCAG 2.0) Level AA in the future.
Club Monaco is committed to fair and accessible employment recruiting practices that attract and retain employees with disabilities. This includes providing accessibility across all stages of the employment cycle.
Club Monaco will notify employees and the public of the availability of accommodation for applicants with disabilities in the recruitment process. This will include:
Club Monaco will notify job applicants, when they are individually selected to participate in an assessment or selection process and inform them that accommodations are available upon request in relation to the materials or processes to be used in the assessment/selection process. This will include:
When making offers of employment, Club Monaco will notify the successful applicant of its policies for accommodating employees with disabilities. This will include:
Legislative Compliance Deadline: January 1, 2016
In accordance with the IASR, Club Monaco will inform all employees of policies that support employees with disabilities, including, but not limited to, policies on the provision of job accommodations that take into account an employee’s accessibility needs due to a disability. This will include:
Club Monaco will incorporate new accessibility requirements under the IASR to ensure that barriers in accommodation and return to work processes are eliminated and corporate policies surrounding accommodation and return to work are followed, where applicable.
Club Monaco’ existing policies and practices include steps that Club Monaco will take to accommodate employees with disabilities and to facilitate employees’ return to work after absence due to disability.
Club Monaco will review and assess existing policies to ensure that they include steps that Club Monaco will take to accommodate employees with disabilities and to facilitate employees’ return to work after absence due to disability. Club Monaco will also ensure that they include a process for the development of documented individual accommodation plans for employees with disabilities, if such plans are required.
In accordance with the provisions of the IASR, Club Monaco will ensure that the process for the development of documented individual accommodation plans includes the following elements:
While Club Monaco has no current plans to engage in new construction or significant redevelopment of its facilities at present, Club Monaco will meet the Accessibility Standards for all built obligations should any such construction take place in the future.
Club Monaco will put procedures in place to prevent service disruption to its accessible parts of public spaces. In the event of a service disruption, Club Monaco will notify the public of the service disruption and alternatives available.
For more information on this accessibility plan or to provide feedback, please contact the Global People Practices at: