Shipping & Returns
There is no charge for standard shipping on any orders over CAD 150 (a CAD 19.95 value).
Standard shipping for orders under CAD 150 is CAD 19.95 // Express shipping for any order value is CAD 34.95.
Unfortunately, we are unable to ship to P.O. boxes or APO addresses.
Orders placed on this website are shipped from our facility in Toronto, Ontario, and typically leave our facility within 1 - 3 business days or less (may be up to 4 business days during extremely busy holiday periods).
Estimated transit/delivery time for standard shipping within Canada is 7-10 business days from the shipment date.
When express shipping is chosen, estimated transit/delivery time within Canada is 1 - 2 business days from the shipment date, when the office is open.
Please note that a signature may be required at delivery; all orders are shipped via FedEx and will have a tracking number. Your order will be carefully packed in protective materials, and you will receive a shipping notification via email when your package is on it's way.
Certain items may be temporarily unavailable, and could be up to 15 business days processing time. In this situation, you will be contacted and made aware of the delay.
TRACKING YOUR ORDER
You will receive an email confirmation when you order ships from our facility. For any questions on the status of your order, please contact our customer service team at (416)951-7763 or firstname.lastname@example.org
Already have a tracking number? Click here to track your package with FedEx.
HELP WITH YOUR ONLINE ORDER
We are happy to provide additional assistance to help you with issues placing your order or locating specific items, or for special requests. Please contact our customer service team via telephone during normal business hours for immediate assistance: Monday – Friday from 9 AM – 5 PM EST at (416) 951-7763. You can also email your requests to email@example.com and we will do our best to respond within 1 business day.
Adding beautiful gift wrap is complimentary for each order. Our gift wrap includes a Trollbeads logo black gift box tied with coordinating ribbon. It is our standard to wrap all items in your order together, however if you wish to have your items wrapped separately for multiple recipients, please contact our customer service team immediately after placing your order and they will be happy to assist.
Returns are easy. All purchases made on this website are eligible for return within 30 days of delivery. Simply use the pre-paid label included with your shipment and return the items to us in new, unused condition. When using the pre-paid return label included, please note a return shipping fee of $9.95 will be deducted from your refund. Should you choose to use a different shipping method, please note that we are unable to reimburse shipping or insurance charges incurred. .
There is no charge to exchange an item for a different size. Simply use the pre-paid return label that was included with your order and send it back to us. Exchanges will be processed and shipped back to you within 7-10 business days.
Please pack your order carefully in protective packaging and enclose the return form - assist us by indicating the reason for the return or exchange on the returns form found at the bottom of your packing slip. We recommend adding insurance for safe arrival.
If you purchased items from a different online store or from a store location, please return the items to the same location. We are unable to accept returns of items not purchased on this website, or returns that are sent from outside Canada.
Please send return items to:
97 Harrison Avenue
Aurora, Ontario L4G 1E4
Placing your order on this website is completely safe and secure. We offer secure payments processed through Adyen. We currently accept Visa, Mastercard, American Express, Discover, Diner's Club, and JCB credit cards, as well as Paypal. For your personal security, we do not store any customer credit card information and require the payment information be entered each time you place an order on the site. Any refunds due to you will be credited back to the same method of payment used during purchase.
OUR PROMISE TO YOU
Items purchased are subject to a 2-year guarantee against defect and will be exchanged within this period of time. This means that you can return products which have faults or imperfections within one year from the date of purchase, given that these are not caused by improper use of the product.