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Shipping and Returns

SHIPPING

All items are shipped from our shop in Vancouver, Canada via Canada Post. Orders will ship approximately 24-72 hours of receiving an order. A tracking number will be emailed to you once your order has been packaged and ready to ship.  Order times are only an estimate and may be delayed by factors outside of our control. Pine and Gray is not responsible for any delays and/or damage caused in-transit by the postal service, courier, or customs agencies. Brokerage fees may apply and we have no control over customs, duties, or taxes that may be charged by your government.

 

RETURNS

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. All returns must be authorized by email prior to shipping.  Return shipping costs are the responsibility of the customer. To return your product, please email us at info@pineandgray.com.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned. Pantry food goods, towels, fragrances, candles, jewellery, and body care products cannot be returned. 

Sale items (if applicable). Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable). We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at info@pineandgray.com.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable). Any item not in its original condition, is damaged or missing parts for reasons not due to our error. Any item that is returned more than 30 days after delivery.

TAXES/DUTY CANADA

Purchases to be delivered within British Columbia are subject to 5% GST plus 7% PST, all other destinations within Canada are subject to 5% GST. All orders to be delivered outside of Canada are tax-free at the time of purchase.

STOCK AND INVENTORY

If there is an inaccuracy in order pricing or inventory stock we will contact you via email before shipping to correct the error. While we work hard to keep inventory accurate there may be errors from time to time, we reserve the right to cancel an order for any reason, including price inaccuracies. You will be informed and refunded the amount.

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

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