Shipping Policy
NAVIGATION:
SHIPPING POLICY
*Please note that we do not offer free shipping. Many stores that claim to offer free shipping will inflate the price of their merchandise to make it appear as though the shipping is free, when in fact you will often end up paying much more for the merchandise to make up for the shipping cost. Our prices are transparent to make it as clear and fair as possible to everyone, and our shipping rates (with the exclusion of our flat-rate Lettermail option) are determined by the couriers. If you are local (Ottawa Valley/Mississippi Mills) and wish to avoid shipping costs, you may choose "Pick up at Store" and call ahead to arrange a pickup time.
Regarding Shipping Time Estimates:
Estimated shipping times, as indicated by the shipping calculator, are calculated by the courier and are based on the amount of time it will take from the point at which the parcel is picked up from our location in Clayton (Mississippi Mills/Almonte), Ontario. This estimate does not take into consideration our processing times. Most orders are usually processed and shipped within 1-2 business days (excluding weekends, holidays, and any temporary office closures) after receiving your order confirmation email, but we do ask that you allow us 5-10 business days for processing, plus shipping time, during our busier periods (such as August-September for Orange Shirt Day and February-March during government fiscal year-end). You will receive an email when your order has been shipped, containing tracking information (if applicable).
Some items, such as our Smudge Bundles and Dried Herbs, are made/packaged-to-order, and will usually take a little extra time to manufacture, as our manufacturing location only operates Monday through Wednesday.
Regarding Rush Orders:
If you need to place an order on short notice that is needed by a strict deadline, we ask that you give us at least 2-3 weeks notice in advance of your deadline to allow for manufacturing, processing, and shipping time (please note that shipping time may vary depending on your shipping location). To ensure that we can meet your deadline, please contact us either by email (service@tltp.ca) or phone ((613) 256-9229 ext. 1) before placing your order so that we can check with our production team to make sure your deadline is feasible. For these orders, we also recommend choosing a priority shipping method such as Canada Post Xpresspost or Priority or Canpar Select.
*We will try our best to meet your deadline, but we can not guarantee delivery dates, as once the courier picks up the package, we can not control what happens.*
Domestic (Within Canada) Shipping Rates and Estimates:
We currently offer domestic shipping (calculated rates) through Canada Post and Canpar.
For Shipping Via Canada Post:
It is extremely important that, if you have a P.O. Box or Unit Number associated with your shipping address, that it is included correctly in the shipping address field of your order. Due to Canada Post’s strict policies and systems, if the address provided does not match an address within their system, the package will not leave their warehouse and will instead be returned to the sender. This tool is available from Canada Post to check if your address is in their system.
For Shipping Via Canpar:
Canpar does not deliver to apartments or P.O. boxes. If your order is going to an apartment complex, the Canpar driver will NOT leave your package in the lobby. In some exceptions, if you have a concierge that can accept and sign for parcel deliveries, Canpar may deliver to your apartment or office building; you must contact us after placing your order to provide package drop-off instructions and business/office hours of operation (if applicable) for us to note on the shipping label. An attempt to deliver will be made and a note may be placed on your lobby door, but there are no guarantees since the lobby is a public area. Alternatively, if you live in an apartment or are otherwise unavailable to sign for a Canpar delivery, you can opt have it shipped to a Canpar Smart Spot and pick up your package at your own convenience. Visit Canpar SMARTSpots for more details.
Regarding Shipping Insurance:
In the interest of protecting your order from damage or loss in transit, we offer two insurance options on our tracked shipping options:
- Basic Insurance, which includes a complimentary $100 of insurance for your order;
- Full Insurance, which covers your order for its full amount at an additional cost of $4.15 for each $100 above the complimentary $100.
Please note that orders can only be insured up to a maximum of $5000. If your order exceeds $5000 and you would prefer your order be fully insured, please contact us via email at sales@tltp.ca or by phone at (613) 256-9229 so that we may assist you.
SOME PRODUCTS MAY BE UNINSURABLE. While each courier has their own list of uninsurable/liability-excluded items, the most common include anything that is fragile, perishable, or temperature-sensitive. Please be sure to double-check that the items in your order are insurable before selecting the "Full Insurance" option. Our couriers' policies regarding uninsurable items can be found here: Canada Post / Canpar
Flat-Rate Lettermail Shipping:
For (eligible) small packages, we offer a flat-rate Lettermail shipping option, available anywhere in Canada. This option does not include any tracking or insurance.
- This shipping option is only available for orders containing items that fit within Canada Post's parameters for standard or oversized lettermail. Items that do not exceed a combined weight of 500g and combined dimensions of 38 x 27 x 2 cm (15 x 10.5 x 3/4") are eligible for this shipping option
- Examples of items currently included in this service include: greeting cards, DVD's (up to 2 at a time), some books, cloth and leather pouches, leather medicine bag kits, Sweetgrass stubbies & Pipelighters, cloth masks, journals, colouring books, notebooks, ribbons, and magnets.
You'll have to play around with the quantities and combinations but we're sure you'll be pleased to see how much you can add. The main key is to not to exceed 2 cm in thickness. You'll know if your order qualifies if the flat-rate Lettermail shipping option shows up when you get to the shipping selections in checkout.
PLEASE NOTE that the Lettermail shipping option does NOT include tracking or insurance. By selecting this shipping option, you acknowledge that delivery times cannot be guaranteed, and we are unable to provide a refund or replacement in the event that your order is damaged and/or lost in transit.
International Shipping:
We currently offer International shipping through Canada Post and Canpar, who will then transfer your shipment to another courier once the package has left Canada (for Canpar, DHL is commonly used; for Canada Post, the international courier will vary per country).
Shipping rates displayed for international orders (outside of Canada) DO NOT include customs or duty fees; we are not responsible for any customs, duties, or brokerage fees that may apply to your order.
Some of our products, such as our Dried Herbs, may be subject to import restrictions in some countries. Please research your country's policies on imports and restricted items before placing your order. In the event that any ordered items are seized by customs, we are not responsible for reimbursement or replacement of the item(s).
If your country requires specific documentation (other than the basic customs manifest we provide with all international orders), please contact us to let us know what documents will be required after placing your order. In the event that your order is returned to us due to required documents not being provided and you have not notified us in advance of the required documentation, we will not be responsible for the cost of re-shipping your order.
Please note that international orders are not trackable or insurable unless explicitly stated in the rate. Shipping times for international orders may vary depending on your location and chosen rate, and are not guaranteed. We recommend visiting the courier's website for more details on international shipping rates and speed. Please note that the time for customs clearance may vary and is typically not included in the shipping time estimate provided.
Notes For ALL Shipped Orders:
In the event that an order is returned to us by the courier due to an incorrect/incomplete shipping address, or not being claimed, we are not responsible for the cost of re-shipping your order.
In the event that your order cannot be shipped with the courier selected, such as in the event of a strike or other service disruption, a member of our team will contact you to discuss alternate shipping methods.
Local (Curbside) Pickup:
If you are local to (or visiting) the Ottawa area and wish to avoid shipping fees, we currently offer curbside pickup at our office in Clayton, ON. To opt for local pickup, select the “Pick up” option under “Delivery” in checkout. Pick up orders are usually ready in 2-4 business days, with some exceptions for large orders and/or any orders containing products that are made/packaged-to-order. When your order is ready to be picked up, a member of our team will call you to arrange a pickup date and time. Our pick-up times are Monday-Friday from 10am-4pm (excluding holidays or any temporary office closures).
Please note that we are currently operating out of the owner’s residence, and do not yet have a physical storefront. For this reason, we do not give out our office address until you schedule your pickup. Out of respect for the other residents of the home, we ask that you please do not show up to our office outside of your scheduled pickup time.
ABOUT LIABILITY, RETURNS, & REFUNDS:
Regarding Damage & Loss Liability:
Although we try our best to ensure that every order is packed securely and carefully, in the event that an item is damaged in transit due to mishandling by the courier or any other factor out of our control (such as weather-related damage), we cannot provide free replacement or reimbursement for these items. However, if an item or package is damaged in transit, contact us so that we can file a claim with the courier. Note: Claims cannot be filed for items that fall under a courier's list of non-insurable or excluded/restricted items. These policies can be found here: Canada Post, Canpar.
Regarding Shipment Delivery Issues:
When placing an order, it is the responsibility of the customer to provide accurate shipping address information, including any P.O. Box number, unit number, and/or any other required delivery instructions. In the event that an order is returned to us due to an incomplete/incorrect or otherwise undeliverable shipping address, or due to the package being unclaimed within the holding period as set by the courier, we will not be responsible for the cost of re-shipping your order.
In the event that an order arrives damaged or if it is lost in transit, if you have selected a shipping option with full insurance coverage (orders under $100 are automatically insured), and if the items in your order are not exempt from liability by the courier, please contact us so that we can aid you in submitting a claim with the courier. If you have not selected a shipping option with insurance coverage (Lettermail and some International rates are excluded from insurance coverage) or if an item in your order is uninsurable (and therefore excluded from any insurance coverage purchased), in the event that your order has been lost or damaged in transit we are not responsible for reimbursement or replacement for the affected item(s).
Regarding Returns & Refunds:
Returns:
If you would like to return all or part of an order, please contact us either by email (service@tltp.ca) or phone ((613) 256-9229) to process your return. In order for a return to be processed, you must provide the reason for wanting to return the item(s), along with whether or not the item(s) have been used and/or opened.
- If the return is due to an error or change of mind on your part, returns can only be processed for items that are unused and are still in the condition they arrived in (for any item such as Dried Herbs, salves/Bear Grease, or any other "perishable" item, any seal must still be intact and/or the package/container must be unopened). Refunds for any returns of this nature will not be processed until the item(s) have returned to us and been inspected by our team. Additionally, a $5 re-stocking & admin fee will be deducted from your refund.
- If the return is due to an issue with the item(s) received, such as quality, damage (other than in transit), or other defect, we require proof of the issue in order to proceed with processing the return. Returns/refunds of this nature will be handled on a case-by-case basis.
- If you are wanting to return an item that has been marked as final sale, we may be able to exchange it for another size or style of the item of equal value.
Refunds:
Refunds cannot be issued for shipping costs on orders that have already been shipped. In the event that all or some of your order is being returned for a refund due to an error or change of mind on your part, you will be responsible for the shipping costs incurred from returning the item(s) to us (this cost will be deducted from your refund unless shipping costs exceed your eligible refund amount, in which case you will be invoiced for the additional cost).
No refund will be issued for any item(s) that are returned to us used, opened, tampered with, missing parts/pieces, or otherwise in poorer condition than it arrived to you in.
For more information about our Terms of Service, click here.