ORDER PROCESSING
Orders that are placed Monday - Friday will be processed and shipped within 3-5 business days . Please note: we do not ship on Saturdays, Sundays, or statutory holidays. Orders that are placed on weekends, holidays and after 1pm EST will be processed the next business day. Once your order is shipped, we will provide you with confirmation and a tracking number.
Pre-orders may be subject to extended lead-times, depending on where the product is coming from. Estimated times will be listed before you place your pre-order.
SHIPPING
Several shipping options are available at checkout, where shipping costs and an estimated delivery date will be calculated based on parcel weight, dimensions and delivery location. Within North America (Canada, United States), we offer free shipping over $200. Free shipping is not offered for international orders. Please note, shipping costs do not include additional taxes, customs and duties fees. We are not able to provide quotes for customs and duty fees, since they differ by country and goods.
REFUNDS
Due to the handmade nature of our products, please remember there may be slight variations in colour and design. This is what we love about artisanship - you will have a truly unique product!
We hope you will love your Smuggler product, but are happy to accept returns on products that are unused, undamaged, and in their original packaging, within 30 days of order delivery. Return shipping costs will be the customer's responsibility (this includes shipping, and any duties and/or taxes back to our headquarters in Toronto, ON). We strongly recommend using a shipping service that provides a tracking number, as we (The Smuggler Co.) will not be responsible for any return items that are lost or damaged in transit. Refunds will be issued to the original payment method. Please note: shipping costs are non-refundable.
An item must be approved before a return is made, and if a return item does not meet our return policy requirements, we have the right to deny a return or exchange. A return item must be: (a) unused, (b) undamaged, (c) in its original packaging.
EXCHANGES
We are also happy to accept exchanges on products that are unused, undamaged, and in their original packaging, within 30 days of order delivery. Return shipping costs will be the customer's responsibility (this includes shipping, and any duties and/or taxes back to our headquarters in Toronto, ON). Please contact us at info@shopthesmuggler.com to begin the exchange process. Once the item has been approved for an exchange, is received by us, and meets our return policy requirements, your exchange will be processed and shipped within 3-5 business days after receiving the original item.
PRE-SALE ITEMS
By ordering a pre-sale item, you will automatically secure your place on our priority list, making you one of the first to receive this item. Pre-sale items are subject to longer delivery and processing times. However, you can see an estimated date of shipping in the product info section, and you will be notified/updated when your order has been processed and shipped. Please note: we are unable to accept order cancellations on pre-sale items. By purchasing a pre-sale item, you are acknowledging a delayed/longer lead time.
If your order contains both pre-sale and in-stock items, we will ship out the items that are available.
DAMAGED OR LOST ITEMS
If your item has arrived damaged, please contact us at info@shopthesmuggler.com. Please include pictures and information of the damages. We will do our best to sort this out for you! In some cases, we can offer a refund or exchange, or begin a claim process with the shipping provider.
If your item was lost in transit, please contact the shipping provider directly to begin an investigation or claim. We (The Smuggler Co.) are not responsible for a package once it is in transit.
ORDER CHANGES & CANCELLATIONS
If you would like to cancel or make changes to your order, please contact us at info@shopthesmuggler.com; please include your order number. We will do our best to accommodate your request as long as your order has not yet shipped. If you need to make changes to your shipping address, we can do that, no problem, as long as your order has not yet shipped. If you need to make changes to the shipping address, but your order has already been shipped, you will need to contact the shipping provider directly.
FORMS OF PAYMENT
We accept Visa, Mastercard, American Express, Stripe, and Paypal.
SALES TAX
Taxes are charged based on the order's shipping address. Orders made within Canada will be charged provincial tax rates. US and international orders will not be charged sales tax, but are subject to customs charges and duties.
CURRENCY CONVERSION
If you are using our website in a currency other than CAD, the prices are set based on the daily market exchange rates. Because these amounts are approximate conversions from CAD and can fluctuate based on the exchange market, they might differ slightly from the total amount calculated at check-out.