Shipping policy

** SHIPPING POLICY **

 

  • Shipping Rates

Shipping costs are based on Canada Post's shipping policy. The rate is determined by the destination address, package weight, and the shipping method you choose during the checkout process. Your order's shipping charges will be calculated and displayed at checkout.

 

  • Order Processing Time

We aim to dispatch each order as quickly as possible after it is received. As a small business, we are committed to fulfilling orders promptly. However, please keep in mind that everything is made to order, by hand, and in small batches - this ensures quality while maximizing space in our tiny workshop. While certain items may be ready to ship within 48 hours, most will be prepared within 1-3 weeks. Please take this into account when placing your order as a gift or for a specific event or occasion. If you have any questions about this policy, reach out to us at info@sugarsprucesupply.ca

 

There may also be times when unexpected circumstances or high order volumes affect our processing times.

 

  • Shipping Timeframe

After your order is processed and shipped, the delivery timeframe will depend on Canada Post's shipping schedule and the shipping method chosen at checkout.

 

  • Order Tracking

We keep you updated on your shipment status by providing tracking information for all orders. An email with tracking details will be sent to you once your package is on its way.

 

  • Undeliverable Packages

If your package cannot be delivered due to incorrect or incomplete address information, it will be returned to us. We will contact you promptly to verify the shipping details and reship the order.

 

  • Damages, Faulty or Incorrect Items

Sugar & Spruce Supply Co. is not responsible for any products lost during shipping. However, please email us, and we will work with the carrier to resolve the issue and ensure you receive your order.

If your item is faulty or if you received the wrong item, please contact us within 3 days of receiving it. Email us with the following information, and we will review your case and provide further instructions:

- Photos of the package or the item(s) in question
- Your full name
- The email address used to place your order

 

  • Order Status Inquiries

If you have any questions or concerns regarding your order status, please feel free to contact us. We are here to help you with any inquiries related to shipping.

 

  • Shipping Delays

While we make every effort to meet shipping timelines, please note that factors beyond our control, such as weather conditions, public holidays, or postal service disruptions, may sometimes lead to delays. We appreciate your understanding in these situations.

 

  • Combined Shipping

We cannot combine shipping for separately placed orders. Each order will be shipped individually and billed accordingly.

 

  • Incorrect Shipping Addresses and Refused Deliveries

We strive to validate the shipping address provided at checkout to ensure it is recognized as a valid address by Canada Post. If we are unable to validate the address, we will attempt to contact the customer for an updated address. If we cannot update the address, the order will be canceled and refunded. 

Sugar & Spruce Supply Co. is not responsible for packages that cannot be recovered due to an incorrect shipping address provided by the customer.

  • Missing or Stolen Shipments

If you did not receive your order, but the shipping carrier reports it was delivered, please contact us immediately and file a claim with Canada Post.

 

  • Shipping to P.O. Boxes

We are happy to offer shipping to domestic P.O. Box addresses using Canada Post.

 

  • International Shipping Policy

We currently ship within Canada, United States of America and the United Kingdom. Please check back, as we hope to expand this service to more locations soon!

 

  • Customs, Duties, and Taxes

Sugar & Spruce Supply Co. is not liable for any customs duties or taxes applied to your order. All fees incurred during or after shipping are the customer's responsibility, including tariffs, taxes, and other costs.

 

  • Changes to This Policy

We will occasionally update our Shipping Policy. Please check back for the latest information.