shipping & faq

Canadian Orders

We send all parcels with tracking via Chitchats. Shipping in Canada is $8 and free for orders over $100 CAD. Please allow one to three weeks for delivery!

USA Orders

We send all parcels with tracking via Chitchats. Shipping to the US is $12 CAD and free for orders over $100 CAD.  Please allow one to three weeks for delivery!

International Orders

Delivery times vary greatly between destination countries and regions. With COVID-19, please allow up to 1-2 months for your delivery. Shipping is calculated at checkout. Please note that any customs or duties are the responsibility of the purchaser. 

Returns & Exchanges

We want you to be happy with your purchase. You can return it to us within 30 days (unused) with a valid reason for refund or exchange.

Canadian returns:

Contact us at hello@hemlockandoak.com with your name and order number, and a brief summary of the reason to initiate a return so we can improve our product!

You will be refunded for the cost of the item, less shipping costs.
Please ensure the planner is packaged carefully to protect it from damage during shipment. Thank you! We will process a refund within 5 business days of receiving the planner!

USA and international returns: 

Due to the costs associated with returns from outside of Canada, all US/international orders must pay for return shipping, unless there is serious damage upon arrival. Please email hello@hemlockandoak.com and we will assist you with your return! 

International customers are responsible for customs fees/levies/duties/other fees that may be charged upon delivery of your order. 

Damaged upon arrival: 

If you receive your item damaged upon arrival, please immediately take pictures and/or a video, and send it to hello@hemlockandoak.com along with your name, order number, and a brief summary of the issue. We will get back to you as soon as possible to coordinate next steps.

Can I order a gift and send it direct to the recipient?

Absolutely. Specify that your order is a gift and make sure that your details are in the billing area, but the gift recipient's address is in the shipping area.