GENERAL SHIPPING INFORMATION
Carrier: All orders are shipped via Canada Post.
Shipping Fees: The purchaser is responsible for all shipping costs to and from TerryRM Designs. Shipping fees and associated taxes are calculated during check-out.
Insurance and Tracking: If you elect to choose a shipping option that does not include insurance and tracking, TerryRM Designs cannot be held responsible for any packages that become lost during transit. For orders over $100 CAD we strongly recommend that you select a shipping option that includes tracking and insurance.
Shipping Address: Please ensure that you provide your correct shipping address. We are not responsible for non-delivery due to errors in the provided address. If an order is returned due to an incorrect address, you will be charged full shipping fees again to re-send your order.
Custom Orders Processing Time: Should you wish to customize an item, it will take longer than the standard processing time. You will be informed by email how much processing time will be added to the standard shipping time. If you are located in a country other than Canada, note that customs delays can further increase the time it will take to receive your order.
DESTINATION SHIPPING
Domestic: TerryRM Designs offers FREE ground shipping on all orders over $150 shipped within Canada. Most orders are typically shipped within 5 business days unless otherwise stated or for custom orders). Tracking numbers are provided by an automated email at the time of shipment.
International: Please understand that international packages shipped using Canada Post cannot be tracked once they reach international customs. For international shipments using Canada Post, the customer must contact their local shipping carrier for updates once the package has left Canada.
TerryRM Designs is not responsible for any delays in shipping times due to customs processing delays.
Many international countries require VAT/import fees at customs before delivery can be completed. The purchaser is solely responsible for paying these fees. TerryRM Designs is not responsible for any taxes or customs fees incurred from imported goods, and the customer assumes responsibility for any additional charges on rejected packages.
If you need more assistance with the shipment or have any questions, please email us at trmdesigns@rogers.com
LOST OR STOLEN PACKAGES
Once orders are shipped, TerryRM Designs is not responsible for lost, stolen, or mis-delivered packages. If you have trouble tracking down a shipment, you'll need to contact your local post office and/or parcel carrier for assistance. The shipping carrier used will be listed on your shipping confirmation email.
If you are concerned about package loss, consider upgrading your shipping service during checkout to include tracking and/or insurance for domestic shipments.
RETURNS
We hope you love your purchase from TerryRM Designs.
However, if you would like to return an item please email trmdesigns@rogers.com and we will send you return instructions. Please contact us within 3 days of delivery and ship items back within 21 days of delivery. Do not ship without return instructions.
If you are shipping an item over $100, you should consider using a trackable shipping service or purchasing shipping insurance. Otherwise, we cannot guarantee that we will receive your returned item.
Our policy expires after 30 days. If 30 days have gone by since your purchase, we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You must have the original receipt to be eligible for a return. Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Restocking Fee: Due to hygienic reasons, earrings will be subject to a $25 CAD restocking fee - this is to cover the cost of replacing earring wires, posts, and backings. This amount will be deducted from the refund amount if requesting a refund.
Please note: All shipping fees are non-refundable unless the product is determined to be defective or damaged. We recommend mailing your return with tracking and insuring the package. TerryRM Designs is not responsible if the returned package is lost or the item damaged in the mail.
DAMAGES AND DEFECTS
Please inspect all packages upon arrival. Contact Terry at trmdesigns@rogers.com within 5 days of receiving damaged or defective shipments. If your shipment appears to have been damaged in transit, please keep all packaging material and do not use the product so that we can document the issue with the carrier. Please take photos of the damage to both the packaging and the item, and send it to us. We will do our best to replace any damaged goods wherever possible. In cases where replacement with the same item is not possible, we will work together to find a suitable replacement item or offer you a full refund.
UNDELIVERABLE SHIPMENTS
If your order is returned to us because you could not be contacted at the time of delivery, or you refused to pay your country's import fees, you will receive a refund for your order LESS the shipping fee and LESS any import/customs fees you may have charged.
If your order is returned to us because an incorrect shipping address was provided, we will contact you to determine if you still want to receive your order. If you no longer want your order, you will receive a refund, LESS the cost of shipping. If you want us to resend your order, additional shipping charges must be paid before the order is resent.
REFUNDS (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds:
- If you haven’t received a refund yet, first check your bank account again.
- Then contact your credit card company, it may take some time before your refund is officially posted.
- Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at trmdesigns@rogers.com