Shipping & Policies
How long will it take you to ship my order?
*keep in mind that COVID has added shipping delays on all carriers*
- Our current turnaround time for is 5-7 business days for mugs and pencils.
- Please keep in mind that our turnaround time is only for getting it out the door. This time does not include shipping!
- Shipping times for parcels are typically as follows:
- Ontario/Quebec: 2-4 business days
- Rest of Canada: 4-8 business days
- USA: 5-10 business days
How will you ship the products I've ordered?
- All products will be shipped via Canada Post, and you can choose from Regular Parcel and Expedited. Expedited typically is a faster service.
- Pencils and keychains can be shipped lettermail (in a padded envelope), but this does not come with a tracking number or a guaranteed delivery date, so please be mindful of this. Once it's shipped lettermail, there's no way to know where it is in the system. (That being said, we've never had an envelope get lost!)
Is pickup available?
- QUEBEC - Contactless Pickup is available in St-Eustache, QC and can be selected at checkout.
- ONTARIO - Due to COVID19, our trips to ON have been limited. Therefore, at this time we are not offering pickups in the Niagara Region at this time.
Why is my package taking so long? It says it was supposed to be delivered by a specific date.
- Unfortunately, shipping is outside of our control once it has left our hands. We wish we could speed orders through the system, but it's all dependent on Canada Post.
- Please keep in mind that there are also certain times of the year when shipping will take longer (Christmas is one example). We'll be sure to place announcement on the homepage when shipping is expected to be slower.
I was hoping to be able to buy a mug and have it my hands right away! Is there anywhere I can go to pick up one that's already made?
- If you're in the Niagara Region in Ontario, then yes! You can visit Copper + Twine Boutique in Grimsby. They carry a large selection of our mugs (as well as a whole bunch of other amazing products)!
RETURNS AND REFUNDS
Do you offer refunds?
- We do not offer refunds. If there is an issue with the quality of your order (for example, it arrives broken), than we will replace the item(s) ordered. Proof of damage/defect must be provided within 7 days of the order being marked as delivered with Canada Post.
Can I return an item? I changed my mind.
- We do not accept returns. If there is an issue with the quality of your order (for example, you receive a design other than what you ordered - mistakes can happen!), than we will replace the item(s) ordered. Proof of damage/defect must be provided within 7 days of the order being marked as delivered with Canada Post.