FAQ
OUR PRODUCTS
Yes all prices and checkout are in US$. Your card will convert to your currency as set up in the billing with your card provider
All basic materials of our products are from nature. This includes natural yarn fabrics, clay, metals, glass, cork and natural grasses. Some metals have food safe synthetic coatings such as our aluminum non-stick cookware
Natural raw materials used in all our products are bio-degradable so our products are considered eco-friendly.
AND ALSO: Superior quality products do not end up in landfills easily, because they typically last longer under normal usage. You will find that our products are ethically made, at carefully chosen factories which are certified for working conditions, and raw materials
We can offer some options for customization on larger B-2-B orders. Please contact us for further discussion
1. At our company, the journey of even the simplest product begins with design . Not as a “style” but as a meticulous process of crafting solutions. The process allows us to harmoniously blend functionality with aesthetic appeal, resulting in unique and exclusive offerings
2. Our products showcase a commitment to sustainability and craftsmanship. We combine: unique design + eco-friendly materials + ethical manufacturing + superior quality + affordable pricing + not mass produced in China. This sets us apart
In our products, you will enjoy our focus on innovation in the simplest of products, blending age-old practices and modern design
Shipping
We ship to customers to any country or region covered by our courier service. For EU, we only ship to businesses which have VAT registration
We will soon be registered
We collect certain taxes for Canada. For customers in USA, we do not collect duties and taxes – they usually do not apply to our products shipped from Canada. Customers are responsible for import clearance charges, applicable duties and taxes, irrespective of destination
Regulations vary in every country and region. In most cases our courier can clear customs at the destination but sometimes additional charges apply, which are payable by you.
All shipments leave within 24 hours of order, or the next business day at our warehouse – whichever is earlier
Standard shipping : 5-7 business days for North America / 10-30 days for international
Also see next question
Very soon! We are changing our service provider for overnight shipping. You will be able to choose that option during checkout
B-2-C: Our shipping software is unable to integrate self-service shipping options
B-2-B: Depending on how your wholesale account is set up, we can bill shipping charges to your shipping account
Please inform us and we will initiate escalation with the shipping service and /or provide you their contact information. If they are unable to find your package, we will send you a replacement [if the product is still in stock] or issue a shopping credit or refund the amount paid by you at time of checkout
Most major credit cards and several payment platforms like Apple Pay or Google Pay, and others are available for use during checkout
Each item has a fixed shipping cost based on its size and weight. Shipping is automatically calculated during check out. BONUS free shipping for some products or free-shipping coupons are sent to customers from time to time
When you place an order, you will receive an “order confirmation” email and a separate “shipping” email when we ship your package. That email will have a link to shipment tracking if available for your product and address. Some shipping categories do not have tracking to keep shipping costs to a minumum
Please visit our Refunds and Returns Page for full detail on Returns, Refunds and more
Yes. See Additional Information on the product detail page to add gift packing to any item
We charge a flat rate to wrap the contents or box in white paper with a simple ribbon bow. We insert a printed card with your message of about 2 or 3 lines. It then travels in our normal box / flexipack packaging for shipping. No invoice / price details are included
You can also consider gift coupon codes to be sent to them
If an order has not shipped, we do not deduct any charges and you can cancel / modify your order. You will need to act fast – we are quick to process orders and ship them. Just send us an email after you receive an order confirmation
Your credit card provider may incur some charges on refunds posted by us. This varies by their policy / currency exchange etc. If you see a different amount than you expected, please note we do not deduct charges on cancelled / modified orders so please inquire with your payment servic
There are several ways. Basic information is in the product description. Some details can be found on the same page under additional information. More details can be found on our product care page. If you are not satisfied with that data, please contact us by email
If your are NOT a business, and have a one-time larger volume order of assorted goods (over $5,000), please contact us
If you are business, you can register for special rates for B-2-B orders to wholesalers, brick and-mortar stores, resellers, drop shippers and for Special Events
Event Planners: If you are buying for an event, please register a business account and contact us with all relevant details of your requirements for the event
For Private Label requirements please register a business account and provide us more details to go to the next step
Customer Support
Please email us. We do not use chat bots so you will have a real person replying your email in less than 1 business day
Our hours:
Mon-Fri: 09:00 (9 AM) to 21:00 (9 PM) Pacific Standard Time, and
Saturdays: 09:00 (9 AM) to 15:00 (3 PM)
We are closed on Sundays and all national holidays of Canada
However, don’t be surprised if our hard-working team responds to you even outside those hours
Our warranty covers materials and manufacturing defects. It varies for each product
On each product detail page, you can scroll down to leave us a review and comments. For any non-product feedback, please email us
Company Information
The best reply is our About page where you can learn more about us
We sell to stores who carry our product but we do not have our own store at the present moment. Please check back here from time-to-time and look for where our products are re-sold
Inclusivity and Social Responsibility
Inclusivity:
We believe in creating an environment where everyone feels valued and respected, regardless of race, gender, sexual orientation, religion, age, disability, or other personal characteristics. We believe in fostering a diverse and inclusive workplace and customer experience
We take extra effort to find product or service providers with diverse teams leading their company, especially women entrepreneurs
We ensure our products and services are accessible to everyone, offer a variety of choices, and promote inclusivity in our marketing and communication. We also welcome feedback to continually improve our approach.
Social Responsibility:
We prefer conducting our business in a way that benefits society and the environment. We are committed to ethical practices, environmental sustainability, community engagement, and contributing to the greater good. Several of our contractors employ women from weaker economic backgrounds. Our aim remains to create opportunities for those who need it most and are seeking dignity of labor. Your support for our products is definitely helping society at large
We are committed to reducing our environmental footprint through practices such as recycling, reducing waste, using renewable energy, and sourcing sustainable materials. We also work with suppliers who share our commitment to sustainability
Materials used in our products are chosen deliberately such as recycled clay, recycled and waste cotton, waste denim and jersey fabrics, grass products which replace items made of plastic and much more
