- Shipping & Returns
Shipping & Returns
Important Shipping Notes
We ship Via Canada Post to Canadian Destinations and Canada Post/USPS to the USA. Packages DO have tracking and when your order ships you will receive an email (at the email address you provided when ordering) with the tracking information
USA residence. You must have a safe address/location where packages can be dropped by USPS as a signature is NOT required when handed off to your countries USPS shipping provider, (sometimes depending on your state they will ask). If you do not have a safe address for a package being left at your location please contact us and you will have the option of upgrading your shipping service to Express Post which is significantly more expensive but is faster and DOES HAVE a signature requirement so packages will not be left at your door.
If an incorrect address is given and a "none deliverable" item is returned to us, the customer is responsible for the return shipping cost as well as the shipping cost of us sending out the order a second time. And refund for purchase will not be given. Please make sure your address is correct.
If a package is misplaced, taken, or stated "undelivered" after being confirmed delivered by our shipping provider to the address given by the customer there will be NO refund or credit or reshipment given.
You may return new, items within 30 days of delivery for a 50% refund as well as minus shipping costs, duty, fees or taxes incured when crossing the border into your state or country when crossing a border. You will also be fully responsible for the return shipping costs, fees, taxes, and or duty incured at the border (if shipping back to us from outside of Canada).You must purchase insurance for your return shipment as any items lost, or damaged during return shipment will not be refunded. We will pay the return shipping costs ONLY If the return is a result of our error (you received an incorrect item).
If a discount was issued when the product was purchased (example: our "down with shipping" promotion) your refund will be minus the amount we have given as a discount off of shipping. Example: $100 CAD purchase with a $10 shipping discount with a $30 shipping fee you would be refunded half the purchase price minus the $10 discount and minus the initial shipping cost for a refund of $40. Again our boards are not resold and are made for you specifically. Please contact us with your issue via email if you have an issue when you receive your board, we are very happy to answer questions and are eager to have happy customers and may override some of the aforementioned refund policies in very special cases. We are easy to deal with so please contact us with issues and we can work together to come to a reasonable solution.
We will not pay any duty incured on a return unless (as stated above) the return is a result of our error. We DO NOT accept returns for full refunds for any other reason than an error on our part . This is for sanitary reasons as we will not resell a cutting board that could have had something come in contact with it. We do not know if you've added a coating, put raw meat on it, peanuts, etc...So the item is NOT resold and is a loss.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days if you ship expidited), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
Returns are subject to again a 50% processing fee, as they are made to order and are not resold to other customers for sanitary purposes
You may cancel your order within 24 hours of making it, however there will be a 5% refund fee. We do not make money on this fee (it is not a restocking fee), it is a fee WE are charged to process your transaction and it will be deducted from your order total (total includes: tax, shipping, product price). As our products are custom made to order we will NOT refund your order after 24 hours after your order has been placed, as we have begun manufacturing. We are not a large corporation and we price our products without a large markup, to keep the prices down for our valued paying customers we do not absorb this fee, which if we did would reflect in our prices increasing. This is the same reason we do not offer deep discounts, our products are priced to be fair at regular, normal, retail price.
For USA orders. We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping costs directly on our website. We ship expidited parcel to the United States for cutting boards and this takes between 4-8 business days depending on your location. This does not include any border delays. Border delays (Customs holds) are not part of the normal shipping times and we regret that we cannot control these.
If your item becomes delayed at the border we can do nothing to expidite this as we have no control over your countries customs agency. If your product is not delivered withing 4 weeks after the date your product has shipped (because of border delays) please contact us and we will do what we can to help.
The 4 weeks time does not include the manufacturing time of your product (example: if your product had a three week stated manufacturing time (dispatch time) the 4 weeks are after the manufacturing time (so in this case 7 weeks). These are extreme circumstances though and normally our products don't incur long border delays to the USA.
Please make sure your shipping address is correct and a place that is safe for delivery as international shipping may not require a signature and your package may be left at your door.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
International (other than USA) shipments take on average 4-6 weeks and can take up to 8 weeks to ship (plus manufacturing time), depending on the shipping method selected by the customer. We will not look into a products location with Canada Post where "ground shipping" is selected before the 3 month mark after the order date. We do not control your countries customs wait times and they could be held for an undeterminable length of time.
If ground shipping is selected please realize you will save money however you will wait up to 3 months (when manufacturing time is added in) to receive your order. If you would like the shipping time to internation destinations to be significantly shorter in duration, a more expensive shipping option must be selected!
We do not offer a warranty. Let us explain. We make a very high quality product that will see hard use. We do not know if people are following our care instructions to the letter, or how harsh they are when using our products. Being an all natural product our products do need a little bit of extra care (vs plastic or other synthetics), and again we cannot know whether or not this is being done. That being said, if you have a problem with your cutting board by all means contact us please, we will ALWAYS seriously take a look at your concerns.
Duty &/or Taxes
Please realize that we are not responsible for any duty or taxes added to your order when shipping outside of Canada. Usually (according to our US customers) they are not charged any duty, however we cannot guarantee this will be the case and you could incur fees from your customs agency including but not limited to: Your respective Country's/territor's/state's/etc taxes, duty, or other fees that may be involved during entrance to your country.
Damage during shipping
If there is any damage during shipment you MUST take photos of the damage and report it to us immediately. We insure our shipments and will open an insurance claim with the shipper. Not informing us immediately so we can make a claim on damage will result in no reimbursement/replacement/or refund.