Return Policy

Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

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. If you received anything damaged or broken please see our Lifetime Guarantee.

Additional non-returnable items:

  • Gift cards
  • Custom Items

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)

  • Item has obvious signs of use.
  • 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 15 days after delivery.

 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at straw.hopper@gmail.com.

 

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 straw.hopper@gmail.com and send your item to: 1857 Shellard Road, North Dumfries, ON, N1R5S7, Canada. In some cases we will only need a picture of damaged goods and will happily send out the replacement item.

 

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.

 

Shipping Your Return

To return your product, you should mail your product to: 1857 Shellard Road, North Dumfries, ON, N1R5S7, Canada.

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 traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

CANCELLATIONS

***ALL CUSTOM MANUFACTURED OR PRIVATE LABEL ORDERS MAY NOT BE CANCELLED OR RETURNED FOR A REFUND.***

To request a cancellation of an order you must contact customer service BEFORE it ships. If Customer Service is able to cancel your order, you will be sent a confirmation email that your order has been canceled, please keep this for your records.

A full refund will return to your original method of payment.

When contacting customer service to cancel an order, please be ready to provide your name, the order number, your email address, and other contact information.

Customers wishing to cancel an order that has already shipped must follow our Return Policy Information listed above. Orders, which are refused at delivery, will not be accepted for refunds and may be returned to the sender at the sender’s expense.