shipping & handling
As the size and scale of VIOLA shop updates grow, we are working to adjust our shipping process in order to make it the most efficient and convenient for you and for us. As we gradually implement changes going forward, we will inform you through our newsletter so that you can stay up to date and know what to expect as updates approach.
THE SAFEST WAY TO SEND YOUR ORDER:
We recommend that you choose the TRACKED shipping option for all of your purchases. While it is not common, orders can be lost in the post. Without a tracking number, there is absolutely no way to track down an order that goes missing. We are not able to replace or refund untracked orders that are lost in the post.
All tracked parcels with a value at or over $400 CAD will be sent with insurance for their value amount. While this adds to the cost, it also ensures that if the parcel is lost, you will receive a refund for the full value amount of the order, including the cost of the shipping.
Because shipping refunds are processed by a human, we look over every individual order’s postage. If you have paid an unreasonably high amount of shipping at checkout, regardless of whether or not you placed multiple orders, we will send you a refund to adjust and correct the shipping amount.
All orders will be shipped out up to 10 days after a shop update. If placing an order in between scheduled shop updates, it will be shipped in approximately 2-3 days.
COMBINED ORDERS:
If you have made multiple purchases in a shop update, there is no need to contact us regarding combining your orders. We will do this automatically for all orders received within 24 hours of the scheduled shop update.
Due to an increase in both quantity and size of orders over the past year, only combined order totals of $400 CAD and above will qualify for shipping refunds. We will continue to combine multiple orders, as mentioned below, in order to reduce the amount of packing materials going to landfill.
A fee of $8 CAD is applied to all combined orders when the shipping refund is sent. This is to cover the time and labour involved.
All orders (combined or not) over $400 CAD will be sent tracked and insured as this is the only way to ensure that your parcel can be traced once it leaves our hands and should the parcel be lost in transit, the declared value amount will be refunded by Canada Post.
If you wish to choose tracked shipping you must select the tracked option each time you check out. If some orders come in with untracked shipping, it is possible for us to miss or misunderstand how you wish your parcel to be sent.
If your tracked and insured parcel is lost in transit (this is rare, but can happen), Canada Post will refund the declared value amount on the parcel. For this reason, as well as liability reasons, we are not able to declare a lower value amount on your parcel.
If your untracked parcel is lost in transit, there is no way to track it down and sadly it is lost for good. VIOLA is not able to replace the lost yarn or offer a refund for goods and shipping fees.
What to expect if your orders have been combined:
You will receive a shipping confirmation email for each order placed. This is because (unfortunately) our website does not know that we have combined your orders. There is no need to email us if you receive multiple shipping notifications.
Your shipping refund is calculated by a human being after we have shipped each order out. For this reason, you can expect to receive your refund up to 12 days after the shop update. The amount that you are refunded is calculated based on the actual Canada Post charges and not the estimates that you see on our website. While this system involves more time and work at our end, it is also the most fair for both you and us.
The shipping prices listed on our website are our very best estimates, but do not reflect the actual charges that Canada Post will calculate based on the specific dimensions and weight of your combined orders. Unfortunately, our web host does not support live shipping quotes for Canada Post, so our estimates are the only option available to us. In combining your multiple orders, the order may tip over into a different price category, depending on its combined weight and dimensions. All of these reasons and more make it very difficult for us to provide exact shipping cost estimates for you at checkout. Please know that we are continually working towards making our prices as accurate as possible.
We will continue to combine multiple orders (placed within 24 hours of the shop update going live) with the aim of minimizing packaging, waste going into landfills and recycling systems and excess weight. However, at times we will need to pack large international orders in more than one parcel in order to minimize shipping costs. Unfortunately, there is no way to incorporate this into the shipping prices on our website, as each parcel and order and destination is unique. We will always strive for the best balance between minimizing packaging and the best price we are able to achieve.
INTERNATIONAL CUSTOMERS:
No taxes are added into, or incorporated into our yarn prices. The price you see listed on our website is just the cost of each skein. Harmonized Sales Tax (HST) is a Canadian, province specific tax that is applied to Canadian orders only. We will never charge HST if you are purchasing outside of Canada.
Please be aware that your country’s border agency may apply their own tax to your parcel, along with other possible customs and duty charges. Unfortunately, these charges are beyond our control and will be calculated by your country’s government (and likely explained on a government website). It is possible for parcels to slip through without extra charges at the border, but not guaranteed.
For liability reasons, we are not able to declare a lower value amount on your parcel.
We take extra care in packing international orders with the aim of minimizing shipping costs. This means that we may decide to split your order into two or even three parcels, depending on the size of the order.
A NOTE ON PACKAGING:
This year, we continue our quest to use completely plastic free packaging and shipping materials. This means that you might receive a reused box, or other materials but we will always pack your yarn in the most safe and secure manner possible. As mentioned above, we are also striving to reduce the amount of packing materials that we use for each order, so we will combine multiple orders into one parcel whenever possible.
New materials such as tissue, stickers & tape will be made from recycled materials.
For delivery times, and further information about shipping options, please visit the Canada Post website.
Canadian Parcels:
Are always tracked via Expedited parcel. Shipping confirmation emails will contain tracking number and date of shipment.
International Parcels:
Options for Small Packet Air (no tracking) or Tracked Packet Air are available at checkout. Shipping confirmation will contain tracking information if applicable.