Shipping and FAQ

In stock items usually ship within 2-4 business days from Vancouver, BC. We are a small team and aim to get your order to you as quickly as possible! Pre-orders begin shipping once a collection is ready.

Canada and US orders
Orders are primarily shipped via UPS (except PO Boxes). Delivery times are approximately 5-6 business days, or 6-8 business days for East Coast orders. Please include a buzzer number for apartments if available. 


International orders

Orders are primarily shipped via UPS and take about 7-8 business days to arrive, but delivery times vary between destination countries and regions. Shipping is calculated at checkout. Please note that any customs, duties or taxes are the responsibility of the purchaser.

Please make sure that you double check your shipping address when placing your order. If an error is made in the shipping address and the parcel is sent back to us, additional shipping charges will be incurred. 

Returns & exchanges

You have 30 days from the date of purchase to contact us at hello@hemlockandoak.com regarding any order issues. Change-of-mind returns are not accepted at this time -- the full PDFs are available for download and the specifications / dimensions are listed on the product pages. If you have any questions or would like more information, please contact us ahead of time and we will be happy to help! Please also be sure to review your order confirmation email and contact us ASAP if you require assistance! 

We want you to be really happy with your purchase, so please make sure you head to our Downloads section and review the layout you are purchasing, to make sure it suits your needs. Happy planning!

Time sensitivity

Time sensitive orders should select and expedited shipping method at checkout. While parcels are sent out ASAP, delivery times are out of our control, especially during peak holiday times or in extreme weather emergencies such as floods or fires. Please contact us before placing an order if you'd like to confirm any specifics. 

Wrong address

If you accidentally input the wrong address and the parcel is sent, please contact us ASAP. If the parcel is sent out and cannot be delivered, it will be returned to us and result in an additional cost (return fee + cost to re-send the parcel to the correct address).

Damage on arrival

If your item is 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. Please ensure the planner is packaged carefully to protect it from damage during shipment. Thank you! 

Order marked as delivered but not received

Depending on the carrier and although it is uncommon, this error can occur. Please immediately contact the carrier (e.g., UPS, Canada Post or USPS) or your local post depot with your tracking number. If there is no resolution within a week, please email us at hello@hemlockandoak.com. 

If you have concerns about parcel theft, please email us after placing your order to request 'signature upon delivery'. Please note we cannot be held responsible for parcel theft and your insurance (credit card or apartment) may be able to assist in these instances. 

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

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

What if I pre-order an item and order an in-stock item as well?

We ship orders together to minimize packaging and carbon emissions. Please place orders for in-stock items separately, or contact us if you've already placed an order and we'll do our best to help! 

You're probably aware that many planners, pens, and stickers are often wrapped in plastics and materials that don't do our planet any favors. These items not only clutter our homes but also contribute to larger environmental issues. It's a cycle we're determined to break.

Our aim is to craft products that align with your values and ours. We're talking recyclable, plastic-free, and sourced from renewable materials. We've got a five-year plan to become an entirely zero-waste operation, focusing on post-consumer materials that are as kind to the Earth as they are to you.

In today's fast-paced world, businesses often prioritize speed and cost over ethics, especially when sourcing products. The convenience of online suppliers can unfortunately lead to overlooking the ethics behind manufacturing. We believe there's a better way to do business.

That's why we've chosen to partner with family-owned manufacturers here in Canada. These are collaborations that allow us to have a transparent, ethical, and sustainable production line. It's the sort of mindfulness that you would expect from a friend, because respect for both people and the planet is what we're all about.

So, if your style leans toward conscientious living without sacrificing elegance, welcome. We're thrilled to have you join us on this journey toward ethical and sustainable sophistication.

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Our First Planner.

We released our first Canadian-made planner into the wild and sold out by Christmas.

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The H&O Community is always growing. If you already use our products and share them on social media, get in touch to find out about our ambassador program.

"Finally found Planner Peace."

MASHABLE