Shipping
Canadian orders
We send all parcels with tracking via Chit Chats, unless an express shipping option is selected. We subsidize the shipping cost to offer an affordable flat rate. Shipping is free for orders over 75 CAD (before tax and discounts). Please allow one to three weeks for delivery!
USA orders
We send all parcels with tracking via Chit Chats. We subsidize the shipping cost to offer an affordable flat rate. Shipping to the US is free for orders over 75 CAD (before tax and discounts). Please allow one to three weeks for delivery!
International orders
Delivery times vary greatly between destination countries and regions. Please allow up to 3-8 weeks for your delivery. Shipping is calculated at checkout. Please note that any customs or duties 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 because we offer all of the dimensions and the full PDF for download. If you are unsure of a colour and need more examples, please contact us ahead of time! Please be sure to review your order confirmation email!
We want you to be happy with your purchase, so please make sure you head to our Downloads section and confirm the layout you are purchasing works for you, as we cannot accept returns unless your order arrives damaged or there is an error.
Time sensitivity
Time sensitive orders should select Xpresspost or Priority at checkout. We ship with various carriers and while parcels are sent out ASAP, delivery times are out of our control, especially during holidays or in extreme weather emergencies such as floods and fires.
Wrong address
If you accidentally input the wrong address, please note you will have to take care of an additional shipping and return fee for us to re-send the parcel to the correct address (often around $10 CAD + shipping fee).
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, this error can occur. Please immediately phone the carrier (i.e, Canada Post or USPS) 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 write in your order notes 'signature upon delivery' at checkout. Please note we cannot be held responsible for parcel theft and your insurance (credit card or apartment) should cover it 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.
