⭐ Anti-Harassment Policy & Right to Refuse Service
We have the right to refuse service to any Customer who exhibits harmful, rude, or manipulative behavior to our shop or employees over e-mail, messaging, or otherwise. In this event, any outstanding orders associated with Customer will be cancelled and a ban will be implemented!
⭐ Order Processing Times
Order processing times are typically between 2 to 3 weeks!
During major shop updates, processing times have historically extended to 4 - 6 weeks. As well, fulfillment is done by one person, so please be patient.
⭐ Estimated Transit & Delivery Times
DUE TO COVID-19, POSTAL TRANSIT DELAYS ARE TO BE EXPECTED WORLDWIDE.
Most orders from our shop ship via Canada Post or USPS. Domestic orders (within Canada) typically take between 2 to 12 business days to be delivered. US orders typically take between 2 to 4 weeks to be delivered. International orders (outside of Canada & US) typically take between 6 to 12 weeks to be delivered.
⭐ Order Cancellations
Our shop accepts order cancellations within 2 hours of the order being placed. Please note that there is a 10% processing and restocking fee charged for all cancelled orders.
To request a cancellation and partial refund, please send an email to email@example.com with your full name and order number. We will check the timestamps to see if the cancellation is eligible, and then process the 90% refund.
ORDERS CANNOT BE CANCELLED AFTER 2 HOURS OF BEING PLACED.
⭐ Returns & Exchanges
All sales are final. We do not accept Returns. Please read over any listings, item descriptions, size guides, dimensions, and grading guides carefully before purchasing.
We may accept exchanges for other shop items of equal or lesser value on a case-by-case basis, as long as the exchange is requested within 10 days of original order delivery. And the item is unused. Again, this will depend on the specific case and item(s). Customer will be responsible for all costs related to the exchange, including paying any shipping costs to & from our shop. Please contact firstname.lastname@example.org with your name and order number to request an exchange.
Exchanges may be determined on a case by case basis and we reserve the right to deny any exchange requests.
⭐ Route Package Protection Orders
If you have a lost, damaged or stolen package and paid for Route Package Protection, contact them at https://claims.route.com/ and they'll help you out.
⭐ Refunds & Replacements (Non Route Package Protection Orders)
To be eligible for a refund or replacement, your item must be lost or defective. To get a refund, you can contact us at email@example.com.
If order tracking has not updated in a long time, and is stuck "In Transit".
Please contact us at firstname.lastname@example.org after 21 days for (Canada) and 45 days for (US + International) of the shipment date, but no later than 75 days, if the item is lost so that we can evaluate the issue and make it right.
For US & International orders, it is very common for tracking to rarely update, or even update at all, once your package reaches the International Sorting Facility.
Please do not be alarmed if your order's tracking status does not update for many weeks at a time. We do not consider international packages to be potentially lost until at least 1.5 full months have gone by since the shipment date (45 days). If it has been 1.5 months (45 days) without delivery, please contact us at email@example.com so that we may look into it for you. In this instance, we will usually file an insurance claim for loss so that you may be reimbursed.
NOTE: Insurance claims for lost packages can only be filed up to 90 days after we have shipped out the order. Please try to contact us somewhere between 45 to 75 days (1.5 - 2.5 months) after shipment to ensure that we will be able to file an insurance claim to refund or replace your order. We cannot guarantee refunds or replacements if you contact us after 90 days.
As always, we also recommend reaching out to your local post office directly to see if they have any information regarding your package before contacting us.
Damages and issues
Please inspect your order upon reception and contact us within 10 days if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.
To ensure accurate and speedy assistance on the issue, please complete the following steps:
1. Take at least one photo of the item. In the case of DAMAGE, please take a photo of a) the damaged item(s), b) the exterior mailer packaging, and c) the interior mailer packaging. Make sure the photograph is well-lit. If the photo is grainy or dark, we may request a new photo.
2. Send the photo(s) to our customer service inbox, firstname.lastname@example.org, and include your full name, order number, and written description of the issue.
Once we read your e-mail, we will then work with you on a resolution, whether it be a refund, replacement, or instructions on how to easily fix the problem (ex: bent pinbacks). In the case of DAMAGE, we will file an insurance claim through U-PIC Shipping Insurance (requires digital signed affidavit). Please check your email for the affidavit once the claim has started.
In some instances, we may require that the Customer sends us back the defective or incorrect item. If this is requested, Customer will not be responsible for any costs associated with the exchange or reshipment.
If approved, the Customer will be automatically refunded on their original payment method. Or given a replacement item if it's in stock. Please remember it can take some time for your bank or credit card company to process and post the refund.
You can always contact us for any question at email@example.com.
⭐ Lost Orders - Marked as Delivered
Once we hand something off to Canada Post or the United States Postal Service for shipping, what happens during transit is completely out of our hands - especially after the package has been marked as “Delivered”.
Your local post office will always be most qualified to help you locate your Delivered package in these situations, but we also have some tips that have helped customers locate their packages in the past:
1. Wait a couple of days to see if the package shows up -- Canada Post and USPS may sometimes prematurely label packages as "Delivered" when in actuality, they are still sitting at the post office or mail truck waiting to be delivered the next business day.
2. If a few days have passed and you are still unsure of your package's whereabouts, please call your nearest, local post office to make sure that your package is not being held there for any reason. The workers may be able to talk directly with the mail carriers to see if the carrier remember dropping the package off at your address. Sometimes there are comments left in their records of where the package was placed.
We have found that if you contact your regional/local post office via phone or in-person, the USPS staff has the ability to look up the exact GPS location of where your package was dropped off.
3. Try asking your neighbors to see if something got mixed up or was delivered to the wrong door.
4. If you live with other people, double-check with everyone else in the household to make sure they didn't bring your package inside and/or open it up for you.
5. Check all areas of your property -- could it have gotten swept away or blown somewhere nearby? Be sure to check your yard, front/back door, porch, bushes, etc.
If you are still unable to locate your package and believe that it was lost or stolen after its delivery, you will need to file a missing mail search request directly with Canada Post or USPS.
Please contact us via email at firstname.lastname@example.org if you are in need of specific shipment details to aid in a mail search request!
⭐ Address Changes
We are only able to change an order's shipping address if the shipping label has not yet been printed.
Once the label has been printed & the automated shipping confirmation email has gone out, we cannot reroute the order. Customer must wait until the order bounces back to our P.O. Box, then we can take the next steps (see next section).
⭐ Return to Sender Orders
For returned orders, Customer may choose to have the order reshipped (Customer is responsible for reshipment fees), or may choose to have the order refunded minus original shipping costs & the 10% restocking fee. It is the Customer's responsibility to contact me to arrange this. I am just one person running this business. After 60 days of receiving the returned order, returned orders are forfeited.
⭐ International Customs
Our shop is not responsible for any customs, fees, VAT, taxes, or import duties associated with outgoing orders. The recipient of the package is responsible for paying any charges incurred upon arrival. Please contact your local customs office for more information.
⭐ Forgot To Apply Discount Code
Unfortunately, discount codes cannot be applied retroactively. If you forgot to use a discount code, you may request to cancel your order within 2 hours of placing the order, but as per our shop policy, a 10% processing and restocking fee will still be applied to the cancelled order.