shipping & handling
As the size and scale of VIOLA shop updates grows, we are working to adjust our shipping process in order to make it the most efficient and convenient for you and for us. The newsletter is the best way to stay up to date and know what to expect as updates approach, and as we gradually implement changes going forward.
THE SAFEST WAY TO SEND YOUR ORDER:
Selecting the tracked option is the only way to guarantee your parcel will arrive safely. Tracked parcels also have insurance, which means that should they go missing, you will be refunded both for the full value amount of the contents and the shipping costs.
COMBINED ORDERS:
We always combine multiple orders, and there’s no need to request this service. All multiple orders placed within a 24 hour period will be combined and shipped together.
Please select the tracked option each time you check out if you wish to have tracked shipping. This avoids misunderstandings when we are combining your multiple orders.
You will receive a shipping confirmation email for each order placed, don’t worry! 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.
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. Issuing refunds is a time consuming process, and thus, a fee of $8CAD is applied to all combined orders when the shipping refund is sent.
Shipping refunds can take up to 12 days. We pack your order first, and calculate the refund based on the actual Canada Post charges. 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. 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.
INTERNATIONAL CUSTOMERS:
The price you see listed on our website is the price of each skein, no taxes included. Canadian orders are applied HST (Harmonized Sales Tax) at checkout. 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.
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.
While it is very rare, parcels can go missing in the post. VIOLA is not responsible for the loss of any parcels, and will not be able to replace their contents or provide a refund for the lost goods. However, if you chose the TRACKED option, we can help you locate your parcel and if we can’t, we will fill out the insurance claim to get your money back.