SHIPPING POLICY
Overview:
All orders are processed within 1 to 5 business days (excluding weekends, holidays, and COVID-19 related shutdown restrictions) 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.
Please allow for 10 business days to process your order if COVID-19 restrictions are in place for our warehouse.
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.
CURBSIDE PICKUP
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.
INTERNATIONAL SHIPPING
At this time, we do not ship to North Korea and Russia.
Shipping charges for your order will be calculated and displayed at checkout.
DHL EXPRESS shipping to outside of North America will typically be anywhere between 3 to 10 days.
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.
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 support@hacksmithretail.com with your name and order number, and we will look into it for you.
SHIPPING TO P.O. BOXES
Of our couriers, only Canada Post can deliver to Canadian P.O boxes only. All our other couriers cannot deliver to P.O boxes. If you put a P.O box as a shipping address, we will not ship your order and we will contact you for an address change.
STOLEN/LOST PRODUCTS
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.
REFUND POLICY
To qualify for a refund, your items must meet the requirements for a return (must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.) You must reach out to us before the end of the 30 day return period (which starts when your order was delivered by our couriers) to the following email address:
support@hacksmithretail.com
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Once we receive the return, we will refund you for the cost of the product only, as the shipping is a non-recoverable cost. Please remember it can take some time for your bank or credit card company to process and post the refund.
Disclaimer: Please keep in mind that we will need to charge you for shipping if the request for a return is for the following reasons: -If you bought the wrong product, wrong size, or you changed your mind and want to return the product.
You will get free return shipping if we sent you the wrong item, or the item is defective.
You can always contact us for any return questions at support@hacksmithretail.com
DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please send pictures of the damaged/defective item showing what the problem is.
If you ordered a wallet and the mechanism is damaged because you loaded more than 6 cards into the main chassis, we cannot accept a refund/replacement for this.
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.
EXCEPTIONS / NON-RETURNABLE ITEMS
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
EXCHANGES
If an exchange is necessary, please reach out to the support team with a picture of the item you'd like to return in its original packaging, as well as a stated reason for the exchange no later than 30 days after receiving your order. The support email can be found below:
support@hacksmithretail.com
If you purchased the wrong item, or the wrong size, you will have to pay 100% of the shipping costs (back and forth, including the return shipping).
Please allow up to 5 business days to process the inquiry. The exchange policy will be awarded on the day that support is reached out to and not when we get back to you.
