SHIPPING & RETURNS
1. Processing Times:
We know turn around time matters! Although the time I need to prepare an order for shipping varies, I always aim to ship within 1 business day from the time the order was placed. Whenever possible I aim to ship same business day. Please note, though, family life can sometimes increase my processing times to several days unexpectedly.
2. Shipping Times:
Shipping estimates provided by our shipping carriers are:
North America: 3-10 business days
Europe: 7-20 business days
Australia, New Zealand and Oceania: 7-20 business days
I'll do my best to meet these shipping estimates, but cannot guarantee them. Actual delivery times depend on shipping carriers. Please note that carrier shipping delays due to current events or holiday high-volumes do occasionally happen, through no fault of Riverstar Supply.
3. Shipping Costs:
Orders over $175 CAD ship free within Canada. Orders over $175 USD ship free within the USA. Orders under $175 ship for a flat rate of $15. Shipping upgrades for orders within Canada are also available and are calculated directly by Canada Post.
Please note: STANDARD shipping does NOT always come with tracking. We do ship untracked lettermail for smaller orders within Canada. Please note, even when parcels are shipped via untracked lettermail, STANDARD shipping rates still apply without adjustment unless otherwise stated during checkout.
At this time we do not ship outside of Canada or the USA.
4. International USA Shipments:
Buyers are responsible for any customs and import taxes that may apply. Although customs delays are rare, they can and do happen. I am not responsible for delays due to customs. US orders under $800 USD should be duty free through our standard shipping agent. Upgraded courier shipping may not be duty free.
5. Returns, Exchanges & Cancellations:
NO RETURNS ON OUR CLEARANCE / SALE ITEMS.
Do to the nature of the items we sell, we do not accept returns for hygienic reasons (especially in light of COVID-19). If you are unsatisfied with the quality of your supplies, please let me know immediately via email info@riverstarsupply.com
Special note, package refusals or return to sender items outside of Canada are NOT eligible for a refund, as the return address on our international packages is a PO Box where packages are disposed of. Items will NOT be redelivered to our studio when returned to the Niagra Falls address.
Shipments returned to the Niagra Falls address are NOT eligible for refund as these items will NOT be returned to our studio.
To be eligible for a return, please contact me within 7 days of delivery. Items must be shipped back within 10 days of delivery.
Buyers are responsible for all return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
The following items cannot be returned: custom personalized items, silicone and wood products, and items on sale.
I don't accept cancellations because our turn around time is sometimes only minutes from the time of purchase, but please contact me if you have any problems with your order.
6. Why hasn't my purchased arrived yet?
Shipping delays CAN happen (e.g. customs, mis-routing). Although it is not ideal, it does sometimes happen through no fault of mine or yours. Please try and have patience while you wait for your package.
Please allow at least 15 BUSINESS days (30 for international buyers) before contacting me if your purchase has not yet arrived.
Orders that are incorrectly delivered because of an error in the provided address are not eligible for a refund due to mis-delivery or non-delivery. If you do believe the shipping address provided contains an error, please do contact me as soon as possible in case it is possible to correct the issue before the order is mis-delivered.
7. There is a problem with my order. What can I do?
If there was an error with your order due to a mistake on my part, I will do whatever I am able to fix the issue at no cost to you.