1) Orders & Payments
How can I place a order?
We prefer that you place your orders online, as this is the quickest way. We can accept orders via phone by calling us at (647) 955-3088.
What forms of payment do you accept?
Arbutus Crafts accepts Visa, Mastercard, American Express cards online. In addition we also accept cash payments at the Art Shows that we exhibit at.
Is my payment on your site secure?
All online payments are safe and secured. Payments are processed by Square.
Square’s approach to security is designed to protect us and our customers. To protect Square account holders and their customers, all information entered by our customers has been encrypted and submitted to our servers securely. Square meets Level 1 PCI Data Security Standards
Do the prices include taxes?
Items displayed in our online store are displayed tax exempt. All applicable taxes are added at Checkout Page.
Can I modify my order before it ships?
Please be advised that once an order has been placed and processed, it is difficult to make modifications and cancellation. If you want to change your order, please contact us with your request. We shall do our best to accommodate your request. But once your order has been shipped, the order cannot be changed or canceled.
What can i do, if I cannot place an order successfully online?
If you encounter this problem please contact us so we may investigate and correct the issue.
2) Shipping & Return Policy
Where do you ship to?
Arbutus Crafts is located in Aurora, Ontario, Canada. We ship primarily to locations in Canada and U.S.A.
What shipping carriers do you use?
We primarily use Canada Post as our main shipping company. We also can ship via FEDEX or UPS when requested, however currently the freight charges from these other providers are higher than Canada Post. For USA we also use Canada Post who transfers the shipments over to USPS for local delivery.
Do you accept International Orders?
We can ship your order almost anywhere in the world. Please contact us so we can obtain the shipping charges and requirements for your country. We would primarily use Canada Post to ship to your country. Other carrier services are available such as DHL, FEDEX or UPS.
Who pays for the additional charges for International orders?
Please note that customers are responsible for payment of all duties, taxes and brokerage fees necessary for customs clearance. These fees will be charged by the customer’s postal service and will be due prior to final delivery of the package.
When will you ship out our order and how long does delivery take?
For item is stock we would usually ship your order within a day or two. You can select the carrier shipping service at checkout. The service chosen will display the normal delivery time by Canada Post. Other carriers like FEDEX or UPS will have estimated delivery time to your destination. Feel free to contact us to assist you in getting the delivery estimates from our carriers.
When will you be able to ship items that are backordered ?
We will arrange to ship out items that backordered as soon as possible. Our sales representative will contact you and update you with the delivery estimates and to check if you would like us to ship the items in stock or wait until the whole order can be shipped in one shipment. We will do our best to obtain the backordered items from our suppliers on a priority and to arrange for the items to be shipped to you as soon as possible.
What about delivery on Art Products?
Art Print items that are backordered can take up to 2-3 weeks for delivery.
Matted or Framed Art:
Art Print items that are backordered for Matted or Small Framed Art Prints can take up to 2-3 weeks delivery.
Limited Edition & Large Framed Art Prints can take up to 4-5 weeks for delivery as we are required to arrange with third party services to complete the matting and framing process.
Art in canvas that are backordered can take up to 4-5 weeks for delivery as we are required to arrange with third party services to stretch and frame the canvas art.
Posters can take up to 2-3 weeks for delivery.
Framed Posters that are backordered can take up to 3-4 weeks delivery.
Can I track my order?
Yes, provided the shipping options chosen were either Priority, Xpresspost, Expedited Parcel, Regular Parcel or Tracked Packet (USA only). Once your order has been shipped you will receive an email with the tracking number from Canada Post.
No, for items shipped via Letter Mail, there is no tracking number provided. This is for items that fit into a standard letter envelope.
Missing a product or there was a hidden damaged item in my order.
Should you receive a delivery containing a hidden damaged or incorrectly packaged item, we will cover the shipping charges and do everything we can to rectify our mistake. We will ship the new products, or issue a refund, depending on your wish. Please contact us prior to returning, as we well issue a RMA number for the item.
How do I return a product purchased at this site?
We accept returns or exchanges within 30 days for merchandise in it’s original, unaltered packaging.
If you need to return or exchange an item, please contact us directly by email for assistance. We will work with you to accommodate your request. When you return or exchange any product, you must cover the shipping charges. We will issue a RMA authorization number for the return. Please write this number on the outside of the shipping parcel. As soon as we receive your return we will process your exchange or refund request. Please note you will not be reimbursed for the original shipping charge.
Goods returned for reasons other than damaged or defective are subject to a 20% restocking fee plus the freight charges incurred.
Stained Glass Creations
Please note that Stained Glass Custom Designs are items that are specially designed to the customer’s specifications. These items are considered non-returnable. Please contact us to discuss any issues. Our design team will do their best to come up with solutions to resolve and satisfy our customers request where possible. Standard stained glass products listed online are returnable.