Shipping & Returns

It is the responsibility of the purchaser to select the appropriate shipping option for their order. Please read through our Shipping Policy to ensure you are aware of the available selections and how they may apply to you.

IN STORE PICK-UP

Any orders submitted for in store pick-up will be prepared and available for pick up the same day as long as the order is placed at least 3 hours before closing each day. (i.e. - order submitted at 1:30pm, store closes at 6:00pm, order ready to pick-up anytime after 4:30pm the same day).

Any order submitted less than 3 hours before closing will be available for pick-up the next day. Should you need your order the same day and it has been submitted with less than 3 hours until closing, please call the store directly at 780.498.1900 and will do our best accommodate your request.

In Store Pick-up is always free.

Address of our brick-and-mortar location for in store pick-ups:

12543 - 102 Avenue NW, Edmonton, AB T5N 0M4

DELIVERIES

All submitted Website orders will be prepared for third-party shipping within two (2) business days of us receiving the order. Should there be an issue fulfilling your order within this time frame you will be notified by email and/or telephone per the information as provided with your order. Please note that although we strive to maintain accurate and up-to-date inventory records, should there be an discrepancy in our system, and an item that you have purchased with your order is not actually available, we will contact you as soon as possible to resolve (full refund for item, exchange for another item etc.)

We reserve the right to select the shipping provider of our choice to help ensure the safe and reliable delivery of your order.  Unforeseen circumstances can occur that are beyond our control and cause a delay in the delivery of a shipment. We offer the option of standard, express or remote location shipping for all deliveries. It is the purchaser's responsibility to ensure the correct option is selected.

We CANNOT ship to PO Boxes, please ensure a physical address is provided for courier delivery.

STANDARD SHIPPING

The estimated delivery time for standard shipping is 5 - 10 business days.  Should you not receive your order after 10 business days, please contact us to help determine the cause of delay and help expedite the delivery.

Standard shipping rates are based upon the cumulative weight of an order and will be applied as follows:

 0KG - 1KG  $  5.00
 1KG - 2KG  $10.00
 2KG - 3KG  $14.00
 3KG - 4KG  $18.00
 4KG - 5KG  $20.00
 5KG +  $25.00

Orders of $125.00 or greater will be offered Free Standard Shipping, some exceptions do apply (remote locations, unconfirmed addresses, excessive weight etc.)

EXPRESS SHIPPING

The estimated delivery time for express shipping is 3 - 5 business days. Should you not receive your order after 5 business days, please contact us to help determine the cause of delay and help expedite the delivery.

Express shipping rates are based upon the cumulative weight of an order and rates will be applied as follows:

 0KG - 1KG  $10.00
 1KG - 2KG  $15.00
 2KG - 3KG  $20.00
 3KG - 4KG  $25.00
 4KG - 5KG  $30.00
 5KG +  $40.00

REMOTE LOCATION SHIPPING

If you live in an area that is defined as a remote area per Canada Post delivery standards please select the remote location shipping option when completing your order. The current version of Canada Post Table 9: Postal Codes of Remote Areas can be found at here.

The estimated delivery time for remote location shipping is 5 - 15 business days. Should you not receive your order after 15 business days, please contact us to help determine the cause of delay and help expedite the delivery.

Express shipping rates are based upon the cumulative weight of an order and rates will be applied as follows:

 0KG - 1KG  $20.00
 1KG - 2KG  $26.00
 2KG - 3KG  $32.00
 3KG - 4KG  $37.00
 4KG - 5KG  $40.00
 5KG +  $50.00

Any orders with an shipping address that is considered a remote location per the guideline above and do not have the remote location shipping option selected are subject to cancellation.

CANCELLATIONS

Should you need to cancel an order after you have placed it, we will do our best to accommodate your request. Order cancellation is a time-sensitive action so please get in touch with our team at the store as soon as possible during open hours of business at 780.498.1900 or email us at [email protected] and will work to accommodate your request.

Should the order already be placed for shipment we will no longer be able to cancel it. Should this be the case, we can help facilitate a return upon delivery (excluding final sale items per our Return Policy as noted below).

IN STORE RETURNS

With a itemized receipt* (some exceptions apply) a full refund in the original form of payment or store exchange will gladly be offered for unopened, unused or undamaged products within ten (10) days of purchase. Goods must be returned in saleable condition, with all original packaging intact. Returns without a receipt will not be accepted. Eligible returns with a store issued gift receipt will be offered store credit only.

*Exceptions that are not eligible for return and are considered Final Sale at the time of purchase include: All Special Order items, Farrow & Ball products, Austin Air products, Flooring products, Interior and Exterior Stain products, Promotional or Sale-priced items, product refills, package-free items, and all edible (coffee, tea, chocolate, honey, syrups, etc.) items.

ONLINE RETURNS

We take great care and concern when packaging online orders and inspect each item to ensure no damages or defects prior to preparing for shipment. Once an items leaves our care we can longer control the treatment of the package and require evidence of mistreatment. Should an item arrive damaged, it it the purchaser's responsibility to provide photographic evidence of the damages, both of the original shipment packaging and the damaged item(s) inside. We must be notified within 5 days of delivery. Should you notice any damage when an item is delivered, please ask the delivery person to make a note of it. Upon being informed of any such damage, we will work quickly to resolve and remedy the issue which could result in a refund or replacement item being sent. If we are not appropriately contacted within 5 days of receipt of the order we reserve the right to reject any damage claims.

All general online purchase returns that are not a result of damages in transit are subject to our final sale policy.

With proof of purchase* (some exceptions apply) a full refund in the original form of payment or store exchange will gladly be offered for unopened, unused or undamaged products within ten (10) days of receipt. Goods must be returned in saleable condition, with all original packaging intact. Returns without a receipt will not be accepted. Eligible returns with a store issued gift receipt will be offered store credit only.

*Exceptions that are not eligible for return and are considered Final Sale at the time of purchase include: All Special Order items, Farrow & Ball products, Austin Air products, Flooring products, Interior and Exterior Stain products, Promotional or Sale-priced items, product refills, package-free items, and all edible (coffee, tea, chocolate, honey, syrups etc.) items.

 

 

 

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