FAQ: Frequently Asked Questions


I'm trying to login to my account but it's saying "Authentication Failed"?

If this is your first time purchasing from the Wind & Tide Store, please create a new account.  The Store and Parent Portal are separate systems so families will not be able to use their Parent Portal login credentials to login to the Store.


I would like to pay by cheque or cash.  How do I do that?

Please come to our Administration office to make your purchase with cash or cheque. 

I've entered my credit card information but the website froze.  What should I do?

Please do not click the back button or make another order.  To confirm if your order has gone through, click on your name or "Sign In" on the top right hand corner and proceed to "Order History and Details".  If your credit card has been charged and your order has gone through, you will see your order on this page.


What delivery options are available?

For students registered at Wind & Tide, you may choose the option to have your order delivered directly to your child's classroom. For families not registered at Wind & Tide or for Wind & Tide families that will like their order sooner, you may pick-up your order at the Administration office in Surrey. For shipping elsewhere, please contact the office for a quote before making a purchase.

When will I receive my order?

If you chose the option to deliver your order to your child's classroom, your order will arrive within one month of purchase.  If you chose the option to pick-up at the Administration office, you will receive an email within 5 business days to notify you that your order is ready for pick-up.

Digital Download

Where do I find instructions on how to download the digital albums?

Step-to-step instructions can be found here.

I purchased the digital download but where can I find the download links?

Please follow the instructions found here to login to the Store to access the download links.  It may take up to 20 minutes for the links to become available for download.

I would like to download the music to my phone or tablet. How do I do that?

Note that all digital downloads will first need to be downloaded on a computer.  Download links will not work on a phone or tablet.  Please download the files to your computer and then transfer the files to your phone or tablet.  For instructions on transferring music to your phone/tablet device, please refer to your owner's manual.

Contact Information

Where is your Administration office and what are your office hours?

Our office is located at #113 - 5455 152 Street in Surrey.  We are open Mondays to Fridays from 8:30 am to 4:30pm.  Note that we are closed on all Statutory Holidays and Professional Development Days.  If you have any questions, please feel free to call us at 604-575-0549 or email at admin@windandtide.com.