For quick and easy answers to some of your most burning shipping and customer care questions, take a peek below! If you have a question that's not answered, we're standing by to help. Just drop us a line:
HOW CAN I SAVE MONEY ON SHIPPING?
Ugh, aren't shipping fees a drag? We offer the following shipping promos to help you save, and keep more of your moolah for crafty things!
FREE CDN AND USA SHIPPING for orders over $150 CAD (approx. $120 USD) will be applied automatically once you reach the minimum.
We offer $15 OFF on non-USA INTERNATIONAL orders over $300 CAD. Use code 15OFFINTLSHIPPING at checkout.
To make the most of these offers, may we suggest a shopping buddy (or two)? Not only can craft pals be super fun company, but combining your orders can help you reach the free shipping minimums quickly. We think friends with (shipping) benefits are where it's at!
Please note, Pigment reserves the right to source the most economical shipping methods, when you use free shipping options. This means your order may take longer than usual to arrive, may not offer tracking, and will not be covered by insurance. If any of these are important to you, please reach out to us directly, to ensure you have selected the best shipping method for your needs.
WHAT IS YOUR SHIPPING TURNAROUND?
We know you want your pretties ASAP, so we aim to ship out all parcels within 24-48 hours. During peak times (such as New Releases and observed Holidays), the turnaround may take a touch longer. We do encourage you to plan ahead and build in those pesky shipping times. Also, please note, DUE TO COVID-19, SHIPPING TIMES MAY BE SLOWER THAN USUAL.
But above all, do not worry! If you are in a rush - just leave a note in your order. We will do our best to get it packed up and out to you quickly, and if that isn't speedy enough, please send us a note BEFORE placing your order, and we'll create a custom invoice with your preferred super-speed shipping method.
WHERE DO YOU SHIP?
We ship within Canada, to the USA and Internationally. All of the supported regions can be found in a drop-down menu, during the check-out process. If your region is not listed, please reach out to us prior to placing your order. Even if it means moving mountains, we will do everything we can to try and get an order out to you. No stamper shall be left without, if we can help it!
To our U.K. customers - We will happily ship across the pond, but please note, we are unable to accept orders under 135 GBP, due to the new VAT rules, and all orders under 135 GBP will be canceled. You can still place an order above this value - we try and make up for it with our 15% off international shipping discount. Please see details above. Should you have any questions, please don't hesitate to get in touch with us.
DO YOU OFFER A LOCAL PICKUP?
Though our headquarters are not currently zoned to facilitate pickups, we are working super hard on sourcing a location for local pickups. Be sure to subscribe to our newsletter and follow us on social media, so you're in the loop when we launch this new service.
HOW DO YOU CALCULATE SHIPPING?
Our shipping rates are calculated based on the best value between the most economical rate and speediest delivery. Due to recent spikes in shipping rates, our rates have changed. We still offer free shipping in Canada and the US on all orders over $150 CAD. If you order is below this value, you can see your shipping estimate prior to checking out, simply by typing in your shipping information. Just in case you're curious, here are a few shipping guidelines (all prices are in $ CAD):
Within Canada (excluding Yukon, NWT, Nunavut):
Orders up to $150 - $14.99 CAD
Orders over $150 - FREE shipping will automatically apply.
Yukon, NWT, Nunavut:
We will do our best to ensure above rates whenever possible, but in the case that shipping costs are overwhelmingly higher, we may need to charge a shipping top-up fee. We will be sure to reach out prior to shipping your parcel should this happen.
To the Contiguous US:
Orders up to $150 - $14.99 CAD
Orders over $150 - FREE shipping will automatically apply.
To the Non-Contiguous US:
In most cases, we will do our best to ensure the above rates are offered. In the case that shipping costs are overwhelmingly higher and/or calculated at a higher rate, we may need to charge a shipping top-up fee or charge the recommended rate. We will be sure to reach out prior to shipping your parcel should this happen.
Due to the recent Canada Post price hikes, we are no longer able to offer free shipping to P.O. Boxes. All P.O. Box shipments will be subject to an additional $10 CAD top-up shipping fee (even in cases when free shipping order minimums are reached). Any orders with a P.O. Box as the only shipping option, will not be shipped out until we can either get a street address or make arrangements for the top-up. To avoid this, please provide a street address when placing your order. We recommend checking your Pigment account profile here, and amending your shipping details, if needed. That way, your shipping address will be ready for your next order. We sincerely apologize for this cost pass-down, and we are happy to help if you have any questions at all!
To help with the cost of international shipping, we offer $15 OFF for any international order over $300.
Use code 15OFFINTLSHIPPING
Please note, this offer cannot be used for orders in the USA, as we currently offer free shipping on all USA orders over $150.
Please note, not all international shipping options offer tracking and insurance. Pigment reserves the right to source the most economical shipping methods, when you use free shipping options. This means your order may take longer than usual to arrive, may not offer tracking, and may not be covered by insurance. If any of these are important to you, please reach out to us directly, to ensure you have selected the best shipping method for your needs.
ARE THERE SPECIAL RATES FOR LARGE OR HEAVY ITEMS OR P.O. BOX SHIPMENTS?
Yes! Please read below as each category is subject to different shipping charges.
In rare instances, larger or heavier items, or very large orders, may require special shipping rates, regardless of which location they are headed. We will do our best to let you know before hand, in the product listing whenever possible. In the case that an order exceeds our free shipping policy due to bulkiness or weight, we will promptly send a note to let you know. Unfortunately, it is hard to predict the size of an order prior to it being placed, so we evaluate orders on a one-by-one basis. Don't worry though - extra shipping fees due to size don't happen often!
Due to the recent Canada Post price hikes, we are no longer able to offer free shipping to P.O. Boxes. All P.O. Box shipments will be subject to an additional $10 CAD top-up shipping fee (even in cases when free shipping order minimums are reached). Any orders with a P.O. Box as the only shipping option, will not be shipped out until we can either get a street address or make arrangements for the top-up. To avoid this delay, please provide a street address when placing your order. We recommend checking your Pigment account profile here, and amending your shipping details, if needed. That way, your shipping address will be ready for your next order. We sincerely apologize for this pass-down cost, and we are happy to help if you have any questions at all!
WHAT CURRENCY IS YOUR SITE USING?
Our website should automatically adjust to the currency of your location if you are located in Canada, USA, the European Union, or the UK. Otherwise, all product pricing, shipping fees, promos, etc. will be in Canadian Dollars.
We recommend shopping in CAD $ so that it is easy to see if you've reached free shipping minimums. You can then convert your currency to easily see your currency's totals, or just proceed as is! Either way, your bank will process the order with the same currency exchange.
To change your currency settings, scroll to the bottom of the page. To the right, you will find a dropdown menu where you can select your preferred currency.
WILL I NEED TO PAY CUSTOMS/DUTIES?
If you live outside Canada, your order may be subject to additional duties, fees and/or local taxes.
These fees are usually collected when your order arrives, and are the sole responsibility of you, the buyer. We LOVE to make you happy, but Pigment Craft Co. does not pay for these additional charges. We do, however, suggest checking out a handy calculator like this one, so you can see the estimated charges your country may request. Please keep in mind, these are approximate values, and typically do not include processing fees, so it is always best to check with your local customs office for the most accurate info.
The GREAT NEWS FOR OUR USA AND AUSSIE FRIENDS IS THAT ORDERS ARE EXEMPT from duties and taxes up to $800 USD and $1000 AUD (that equals a LOT of crafting supplies)! While we do recommend keeping an eye out for any changing rules around imports, we are happy to report that at the time of writing this, if you live in either country, and your order from Pigment is under the current limits, no extra charges will apply. Yay!
DO YOU ACCEPT RETURNS?
Due to the nature of our products, all sales are final. If you've received a product that is damaged or defective, please let us know within 7 days of receiving your order, so we can chat about how to best fix the issue. We'll just need a quick snap, and a note via email.
Our team will swiftly figure out what went wrong, and how to make it right. If you are simply not happy with the product, please email us to let us know what's on your mind.
WHAT IF MY PARCEL IS LOST, STOLEN OR DAMAGED?
Once your package leaves our location we are unfortunately no longer in possession of your items and do not have much of a say in how the parcel is handled. This means that Pigment is not responsible for delays, stolen or lost parcels, or damaged packages or product due to the shipping process.
Though it is rare, should this happen to your parcel, we highly recommend to please contact the shipping provider directly. They will be able to assist you better than we can. But one thing we can say for sure - if you want to be certain that your goods are protected, please talk to us about adding insurance before you place your order. We cannot stress enough how important this is, especially for high-value orders.
Unfortunately, since we have no control over the shipping process, or the ability to change your shipping method after your order has left us, no adjustments or refunds will be issued by Pigment Craft Co. for any issues arising from shipping. But we would be thrilled to help you BEFORE you place your order, to ensure you're happy with the speed, level of protection, and shipping cost.
IF I HAVE OTHER QUESTIONS?
For any other questions regarding shipping or any customer care questions, please do not hesitate to reach out. You can drop us a line at firstname.lastname@example.org We're always happy to help!