All orders are processed within 1 to 5 business days (excluding weekends, and holidays) after receiving your order confirmation email. Note that processing delays may occur due to high order volumes. You will receive another notification when your order has shipped. Postal delays due to service interruptions are out of our control and may affect overall shipping times. Additionally, if you provide us with the wrong shipping address, and your package is not delivered/is returned to us, and we need to ship it again, we will need to charge you for the cost of shipping it again.
For information on pre-ordered/back-ordered items, please check the "Back-orders and pre-orders" section below.
Domestic Shipping Rates and Estimates
Shipping charges for your order will be calculated and displayed at checkout. All of our shipping options are tracked, so you will receive updates and shipping information after your purchase.
At this time curbside pickup is: AVAILABLE
The policy will be as follows in those times: You can skip the shipping fees with free local pickup at Hacksmith Retail in Kitchener, Ontario, Canada. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 to 5 business days. We will send you an email when your order is ready along with instructions.
Our in-store pickup hours are 10AM-4PM EST on weekdays. Please have your order number, and confirmation email with you when you come. Do not show up on any days that are not intended for pickup. Note that this is curbside pickup and you will not be allowed into the building. Present the receipt of purchase to the person who greets you at the door and return to your vehicle. They will come back out with your order and leave it on the steps to ensure social distancing is maintained.
At this time, we do not ship to North Korea and Russia.
Shipping charges for your order will be calculated and displayed at checkout. We suggest you research the speed of each shipping service we offer before placing a order, as shipping speeds for our shipping services vary depending on the country, and location within the country that you are shipping to.
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. We have a prepaid taxes option for certain countries. If you use this option, we will take care of paying the duties and taxes for you. However, Hacksmith Retail is not responsible for these charges if you selected a non-prepaid taxes option, are your responsibility as the customer.
For customers in the USA, we now offer standard shipping from our US warehouse. Shipping services from there are typically called "standard" or "shipping." We do not specify which shipping service we use to ship from our US warehouse, as we select the optimal shipping service for your shipping address. We do not stock every product we sell at our US warehouse, so some or all of your items might be shipped from our Canadian warehouse at no extra cost.
How Do I Check the Status of my Order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your shipping confirmation email within 5 days of placing your order, please contact us at firstname.lastname@example.org with your name and order number, and we will look into it for you. This does not apply to back-ordered/pre-ordered items (for more info on those, please see the back-orders/pre-orders section down below.)
Shipping to P.O. Boxes
Of our couriers, only Canada Post and the USPS (if your order is shipped from our US warehouse) can deliver to P.O boxes. All our other couriers (DHL and UPS) cannot deliver to P.O boxes.
If you put a P.O box as a shipping address, but chose either a DHL or UPS shipping service, then we reserve the right to ship your package instead with either Canada Post or the USPS. We will try our best to match the speed of the DHL or UPS service you chose, but we cannot guarantee identical shipping times.
Please keep in mind that once your order has been dispatched, Hacksmith.store is not responsible for any losses or damages that might occur while your order is in the couriers hands. It’s the customer’s responsibility to follow the tracking information provided and contact your local postal or courier service, to ensure the safe and timely delivery of your purchase. We will assist you in recovering an item to the best of our abilities. However, we will not provide a replacement or refund in cases where the package has been delivered but is missing or has been stolen.
Back-orders and pre-orders
At Hacksmith.store, we aim to provide accurate shipping & delivery estimates for pre-order and back-order products, but may be limited by production delays, shipping delays, and other factors outside of our control.
Pre-ordered and back ordered items do not have a guaranteed fulfillment and/or shipping date. You can contact us at any time to cancel your pre-order/back-order and process a refund.