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Shipping & Returns

Please be advised that Canada Post and UPS shipping volumes are at peak levels. 
 
Canada Post explained it well “Anticipate delays due to important safety measures, including physical distancing, means it takes longer to process heavy parcel volumes.”
 

CURBSIDE PICKUP

  • Monday to Friday: noon to 5pm
  • Last Door on parking lot, ring doorbell
  • Same day pickup available; place order online then call to arrange time.

SHIPPING OUTLINE

  • We ship to Canada and USA. NEW BETA, JUNE 2020 - SHIPPING TO WESTERN EUROPE!
  • Shipping cost is calculated at checkout - Canada starts at $9.99 - USA starts at $14.99
  • All orders are shipped from our warehouse in Kitchener, ON Canada.
  • We use UPS for most orders and Canada Post for remote areas and P.O. boxes
  • Most of the time orders are dispatched within 2 days - shipping time varies from 1 to 6 days.
  • We will pay for any Customs and Brokerage charges while shipping outside of Canada.

FREE SHIPPING (See details at Promotion Page)

  • Shipping to Canada: on orders over $200 before discounts and taxes. (excludes: most salt products and soapstone for carving)
  • Shipping to USA : on orders over $400 before discounts and taxes. (excludes: most salt products and soapstone for carving)

SHIPPING POLICY

  • All orders are shipped from our warehouse in Kitchener, ON Canada.
  • Shipping Time -- In order to select the right product for you, please allow 3 to 5 days for order processing, provided the product ordered is in stock. Most simple orders received after 5:00 PM will ship the next business day though. Orders are not processed or shipped on Saturday or Sunday, except by prior arrangement.
  • We often get back to you before shipping in order to fine tune your order.
  • All orders are packaged with extreme care to prevent breakage. Orders more than $250 will be insured and charged accordingly.
  • Most orders are shipped via UPS or Canada Post. We reserve the right to change and use any other carrier.
  • If you need your order ASAP, let us know how you want it sent, and we will send your final invoice with the shipment.
  • You agree to all terms of the transaction, which include a description of your purchase, sale price and shipping information.
  • All shipping costs are at the customer expenses, unless there is a promotion. We may charge you a handling fee on some orders.
  • If you are experiencing any problems with your payment, you can either email us at info@stonebridgeimports.com or call 1-877-859-4367.
  • We reserve the right to use a comparable shipping method when necessary.
  • In order to have a product shipped directly from a manufacturer, see bulk orders for more details.
  • We will pay for any Customs and Brokerage charges while shipping to the USA.

We cannot guarantee when an order will arrive. Consider any shipping or transit time offered to you by StonebridgeImports.com or other parties, only as an estimate.

We encourage you to order in a timely fashion to avoid delays caused by shipping or product availability.

INTERNATIONAL SHIPPING

  • Shipping to the USA is usually via UPS Standard with an ETA of 4 to 6 days.
  • We will pay for any Customs and Brokerage charges while shipping to the USA.
  • NEW Beta: Shipping to Western Europe (Countries: Andorra, Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Iceland, Ireland, Italy, Liechtenstein, Luxembourg, Malta, Monaco, Netherlands, Norway, Portugal, San Marion, Spain, Sweden, Switzerland, United Kingdom)

OUT-OF-STOCK PRODUCTS
On most occasions, if the product is out-of-stock there is no back-order. The item will be removed from your order and you will not be charged for it.

Our shipping time frame is 3 to 5 business days; however, there may be times when the product you have ordered is out-of-stock which will delay fulfilling your order.

We will keep you informed of any products that you have ordered that are out-of-stock and unavailable for immediate shipment. You may cancel your order at any time prior to shipping. 

RETURNS

  • How to request a return:

1. Log in, then go to My Account.
2. Go to Completed Orders, then click Return Item(s) next to their item.
3. Fill out the following items on the return request:
> Quantity to return
> Return reason
> Return action
> Comments
4. Click Submit Return Request.

  • We will gladly accept the return of products that are defective due to defects in manufacturing and/or workmanship for 30 days from the date of purchase. Fulfillment mistakes that we make resulting in the shipment of an incorrect product to you will also be accepted for return within 30 days from the date of purchase.
  • Any questions please call 1-877-859-4367 during regular business hours.
  • Items returned must be in their original packaging, unused, undamaged and in sell-able condition.
  • We will pay for the return shipping.
  • A copy of your invoice must be included with your return. 
  • Items must be returned within 30 days of invoice. 
  • If you receive the item damaged, immediately inform the transporter and StoneBridge Imports.  We will replace the damaged item as soon as possible.

DAMAGES
If a shipment is damaged in transit, it is the responsibility of the purchaser to contact the carrier in order to confirm the damages. It is wise to check the cartons while the carrier's driver is present, during delivery; it only takes a minute to see if there was any breakage. In all damage claims, it is essential that the original shipping cartons in which the item(s) came are kept as UPS/FedEx/Purolator requires seeing the original box that the order was shipped in.

Get the driver to record the breakage/damage. Once damages have been noted by the carrier, the purchaser is to contact StoneBridge Imports within 48 hours by email and report the loss. StoneBridge will replace the same item or a credit in the amount of your purchase price minus the shipping cost once the carrier confirms that the goods were damaged.

We will not be responsible for the claim if the box is thrown away. Damage claims must be made within 5 business days of receipt.

No Returns Allowed on:

  • Internationally shipped items
  • Custom-made or custom-designed merchandise
  • Worn or used items
  • Merchandise without a Return Authorization Number


Returned merchandise may be subject to a restocking fee.

SHIPPING OPTIONS EXPLAINED

WITHIN CANADA

ECONOMY

  • Lightweight - no tracking, used for small items up to 0.25lb., approx. $2.99

STANDARD

  • UPS Standard - 1 to 5 business days
  • Canada Post Expedited - 1 to 5 days (Tends to be cheaper when shipping to remote locations and  is the only option for P.O. Boxes)
  • Stonebridge Special - We choose the cheapest shipping method.  *Package must be less than 8lb. and ship within Ontario

EXPRESS

  • Canada Post Xpresspost 1 to 5 days (equivalent delivery to UPS standard in most cases.)
  • UPS expedited 1 to 5 business days

TO THE USA

ECONOMY

  • Lightweight - no tracking, used for small items up to 0.25lb., approx. $2.99
  • Small packet air - no tracking, approx. $9

STANDARD

  • UPS Standard - 2 to 7 days
  • Stonebridge Special - We choose the cheapest shipping method. *Packages less than 8lb. cost $14.99, 8 to 16lb. cost $25.99)

EXPRESS

  • UPS expedited 1 to 5 days
  • Canada Post Expedited (Used when shipping to a P.O. Box) *NEW option*

INTERNATIONAL

Currently in Beta, see estimate in cart to see options.

RUSH ORDERS

  • Handled on case by case basis. Must submit an order online and add a comment at checkout "Must deliver by _____ date." Charges may apply.
  • Next day delivery is available upon request; however, it will be no cheaper than UPS Expedited.
  • Canada Post is ONLY picked up on Monday, Wednesdays and Fridays, so it may delay an extra day. 
  • UPS picks up every weekday.

*Please note: These shipping options may be changed without notice.

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