Shipping
Order Confirmation and Tracking
After you place an order, you will receive an email confirmation. You will receive a second email upon shipment (or partial) shipment of your order. These emails will contain your order number along with information you can use to track the status of your order. You may click on the “Order Status” button to the left to track the status of your order.
Please note that Items ordered together are not necessarily shipped together and may be received separately. Your credit card will not be charged until your order or applicable portion of your order is ready for shipment, which may be 1-2 days prior to actual shipment. An exception to this is on larger items where there is a great deal of work involved in putting together the items.
We normally ship using Fedex and they should leave a note on your door to arrange a time for delivery if they don’t get you the first time they try. Shipping costs are non refundable unless the return is a result of our error. Additional shipping charges may apply if we need to reship a package that is returned to us due to not responding to the delivery.
Payment Methods
We accept VISA, MasterCard, American Express or Paypal.
Delivery Area
We ship to addresses within the United States (Including Puerto Rico) and Canada. Please review the additional information to the United States and Canada.
Sales Tax
We automatically charge and withhold sales tax of 7.5% for orders to be delivered to addresses within the Province of British Columbia.
Changing/Canceling Your Order
If you need to change or cancel your order, please Contact Us. If your order has already shipped, you may follow the procedures set forth in our Return Policy.
Order Verification
It is important that you provide us with a valid email address and phone number when placing your order. For the protection of cardholders, we will occasionally delay the shipment of an order pending our ability to verify the order with you.
- Shipping Methods/Times: We generally use FedEx Ground for shipments to the contiguous 48 states, Hawaii, Alaska and Puerto Rico. Additional shipping charges will apply if we need to reship a package that is returned to us due to delivery problems. Please note that items ordered together are not necessarily shipped together and may be received separately. Your credit card will not be charged until your order or applicable portion of your order is ready for shipment, which may be 1-2 days prior to actual shipment.
- Shipping Rates: We calculate shipping rates in a manner that approximates our actual shipping costs minus any promotions. You may use the “Calculate Shipping Rate” function in the Shopping Cart to determine the shipping rate of your particular order before proceeding through the checkout process. Shipping rates vary depending on the (1) size/weight of the item and (2) your location. Many of the large/heavy items are deemed oversized packages by Federal Express. Because most of our items ship from our warehouse in Vancouver, Canada, shipping rates to the western United States tend to be less than shipping rates to the eastern United States. Each order shipped to one of the contiguous 48 states has a minimum shipping rate of $7.95. Each order shipped to Hawaii, Alaska or Puerto Rico has a minimum shipping rate of $21.95.
- Customs Charges: We are required by law to reveal the contents of packages shipped to the United States and to state the full value of the shipment, even if the package contains a gift. It should be noted that all of our products are made entirely within North America excepting textiles and therefore should be duty free. You are responsible for any duties, tariffs, taxes, or customs brokerage fees. These amounts must be paid at the time of delivery, so please choose a shipping address at which someone will be able to accept delivery. We are not responsible for these charges and cannot provide estimates as to what these charges may be. You may wish to contact your local customs office for further information. If for any reason the package is seized by customs officials, we will not issue you a refund unless all products are returned to us in their original condition. If the package is returned to us by customs officials or delivery is otherwise unsuccessful, shipping charges are not refundable. Additional shipping charges will apply if we need to reship a package that is returned to us due to delivery problems.
Canada Shipping Information
Please note that all prices and rates listed on this website refer to U.S. dollars.
- Shipping Methods/Times:
We generally use FedEx for shipments in Canada. Shipping times for the major Canadian cities averages 4-7 business days. Shipping to more remote areas may add several additional business days.Please note that items ordered together are not necessarily shipped together and may be received separately. Your credit card will not be charged until your order or applicable portion of your order is ready for shipment, which may be 1-2 days prior to actual shipment.We are not able to automatically process orders to be shipped to the Northwest Territories and Yukon Territories – customers in these provinces should follow the procedures under International Shipping. - Canada Shipping Rates:
We calculate shipping rates in a manner that approximates our actual shipping costs minus any promotions. You may use the “Calculate Shipping Rate” function in the Shopping Cart to determine the shipping rate of your particular order before proceeding through the checkout process. Shipping rates vary depending on the (1) size/weight of the item and (2) your location. Small items (such as bowls and toys) cost less to ship and large/heavy items (such as houses and beds) cost more to ship. Many of the large/heavy items are deemed oversized packages by UPS and Federal Express. Each order shipped to Canada has a minimum shipping rate of $12. Please note that FedEx charges approximately 50% more for deliveries to certain remote areas. If we determine that the actual shipping costs will be substantially more than the calculated shipping rate, we will contact you for approval to make an adjustment prior to shipment.
International Shipping Information
We ship to Western Europe, Australia, New Zealand, Japan, South Korea, and U.S. Territories. As you may know, air shipping costs are quite high and in some cases may exceed the cost of the products. Because shipping costs are determined on a case by case basis, you will not be able to place an order for delivery to these countries through the shopping cart on this website. Free shipping is not available for international orders.
If you are interested in purchasing products from us, please follow the following steps:
- Contact Us and tell us which products you are interested in purchasing and the destination shipping address. An order minimum of US$125 applies to all non-Canada international shipments.
- We will respond with an estimate of the total cost for your order, including shipping costs. We will also indicate your payment options. In some cases, we may be able to accept credit card payment. However, for most non-Canada international shipments, we will require a wire transfer of funds in advance of shipment. Please note that all prices and rates listed on this website refer to U.S. dollars.
Customs Charges
We are required by law to reveal the contents of international packages and to state the full value of the shipment, even if the package contains a gift. Customs charges may be levied when the package reaches your country. Please be aware that customs inspections by your country may result in delays in the receipt of your order. However we do cover the duty on most shipments unless there are extenuating circumstances and we will contact you if need be.
Do not order items that are illegal to import into your country. Laws are different in every country and we cannot keep up with them all. It is your responsibility to check with your local customs office to see if your country permits the shipment of our products to your country.