…for a Positive Experience
General
We at Caledonia Fibre Co are dedicated to customer service. We want to exceed our customers expectations. Therefore, part of that service is getting shipping, returns & back-orders right. We strive to provide all the support for online shopping that you need. Please contact us with any issues you may have.
Returns
Part of our support for online shopping is to give our customers a way to return a purchase. There are a few cases where you may need to return a product:
- It came damaged, or defective: We are so sorry and will either refund or replace the product. Please email us with a picture of the defect to tell us of the situation within 14 days of receipt and we will send you an address to return the products to by return email. As soon as you have returned the item to customer service we will issue a refund
EMAIL – support@caledoniafiberco.com
- Change your mind?: We want you to have an excellent experience with us and will accept returns for unopened, unused items within 30 days of purchase. As soon as we receive the items back we will issue a refund. Delivery costs are not refundable. Buyers are responsible for return delivery costs. We will let you know of the refund by email.
Return Procedure: Please email details, including your order number, to us within 14 days of receipt. we will email a notice informing you that return shipping labels and packaging have been mailed. On receipt attach the return label to the return package. On return of the item we will issue a refund.
The following items can’t be returned or exchanged: Because of the nature of these items, unless they arrive damaged or defective, we can’t accept returns for:
- Custom or personalized orders
- Digital downloads
- Intimate items (for health/hygiene reasons)
- Items on sale
The above items are sold as final sale.
Back-orders
From time to time there will be situations where a product is on back-order (we work to limit this as much as possible). In this case, as part of our support for online shopping, we will contact you with a few options:
- We can refund you for the back-ordered product and ship the rest of your order or
- You can replace the back-ordered product with another product of equal price or
- We can hold your order until the back-ordered product comes back in stock.
Shipping
For our Canadian customers we are offering free basic delivery for orders over $85.00 before taxes and $12.00 flat rate shipping if your order is less than $85.00.
For our USA and UK customers orders over $100.00 CAD are shipped free. If the order is less than $100 a C$25.00 charge applies.
However, if we find that the costs of shipping your order are less than this amount, we will refund the excess.
Expect your order will be delivered in 10-15 business days within Canada, longer for International deliveries. For faster delivery at the customers cost, review the Canada Post shipping options.
We try to combine all your purchases into one package to lower post office costs. If we are able to ship your package for less than the checkout amount we will refund the difference.