FAQ: Shipping & Handling
If you refuse your package at the door because of duties or any other reason it’ll make its way back to us however you’ll be responsible for any return shipping charges to us. This will vary depending on which state, province or country you’re from so do keep this in mind. If you’d like to cancel your order or if you changed your mind, do let us know as soon as you can so we can do our best to make adjustments.
We don’t cover duties or taxes for any non-Canadian order. These are usually determined by the customs agency once the package arrives at the destination country depending on the tax-free limit (if any) within the country. These may be collected at the time of delivery in order for the package to be released.
For Canadian orders, they will not incur duties but at the time of checkout, the taxes per your province will apply.
Step 1: Don’t panic. We’re here to help. If your package gets lost in transit reach out to us. What we’ll do is reach out to our shipping carrier to see if they can help locate the package. This usually involves opening up a case to investigate what as happened. Note, we cannot be held responsible for lost or stolen items once proof of delivery has been confirmed with the carrier.
Once they’ve been shipped, we’ll send you an email with a general timeline for delivery and a tracking number so you can stalk exactly where it is until it gets to your doorstep if you’ve selected that option at checkout.
If you have any questions about your order, please don’t hesitate to reach out to us at [email protected].
Please note, we can’t offer reimbursements or refunds for lost or stolen packages once it’s been marked delivered by the delivery service.
We’re working hard to make this happen! Right now we just ship to Canada and the US.
Our shipping times depend on the item you’re ordering and where it’s going to. We currently only ship to Canada and the US.
For Canadian orders: Depending on where you are it could take 3 to 5 business days to arrive in most major cities in Canada.
For the US: Depending on the state and the shipping service chosen at check out, this could take between 3-7 business days.
We do our best to process your order as soon as it comes in. Your order usually takes about 2-3 business days to process and then it’s shipped out. We do not process orders on the weekends.
Our items have different statuses on them depending on if its a made to order piece, in stock or sold out. Here’s the tl:dr
If it’s in stock: we got it and it’s ready for you! This item will be processed normally and shipped out in 2-3 business days
If it’s a made to order piece: this will take some time. We craft these one at a time and specifically for you, once you place the order. This status has the ship date on it so there are no surprises.
If it’s sold out: we’re working hard to restock! – if you love the piece, add yourself to the waitlist so we can keep your spot for when it comes out. All our pieces are crafted in limited quantities and we make sure those on the waitlist have early access so don’t forget to sign up!