Our mission is to reduce waste, which includes unnecessary packaging, so we are mindful of how we package and ship our products to you. At the same time, we also want to make sure that the products you’ve ordered arrive at your doorstep in tip-top shape, so proper packaging, including plastic wrap at times, is used when needed (example: when shipping a glass bottle). It is our hope that you can reuse the bubble wrap and boxes, and if you can’t, that you would pass it on to someone who could or recycle according to your municipalities guidelines.
Our preferred shipping method is Canada Post from Carleton Place, Ontario, Canada. If for some reason we feel it is necessary to ship via another service we will let you know.
Orders over $75 CAD qualify for free domestic shipping and orders under $75 CAD are charged a flat rate of $10 domestic shipping. If you live outside of Canada please contact email@example.com or 613-601-6551 for a shipping estimate.
We will not be responsible for additional shipping fees should your package become lost, or delayed due to incorrect shipping information provided. Before checking out, please double check to make sure your shipping information is correct.
If you live in the west end of Ottawa or outskirts (Almonte, Carleton Place, etc) you can choose the Local Pickup option at Checkout and we will arrange a location with you to pick up your items and save the shipping. Please note that it could take up to a week to coordinate a pickup day. If you have any questions about a local pickup please send an email to firstname.lastname@example.org.
If you are not completely satisfied with your purchase, you may exchange or return unused products in their original packaging within 30 days. Please email email@example.com and request a RETURN/EXCHANGE FORM prior to sending the items back.
Shipping and handling charges are not refundable. All shipping costs related to a return/exchange are the responsibility of the customer unless the item arrived defective or damaged in which case TWIG will cover these costs. We recommend that you keep your postal receipt and purchase the insurance when returning items to TWIG as we will not be held responsible for packages that get lost in transit.