Shipping Policy

All orders are processed within 1 to 5 business days (excluding weekends, and holidays, and delays caused by seasonal high volume) after receiving your order confirmation email. This does not include pre-orders. 

Note that processing delays may occur due to high order volumes. You will receive another notification when your order has shipped. Postal delays due to service interruptions are out of our control and may affect overall shipping times. Additionally, if you provide us with the wrong shipping address, and your package is not delivered/is returned to us, and we need to ship it again, we will need to charge you for the cost of shipping it again.

For information on pre-ordered/back-ordered items, please check the "Back-orders and pre-orders" section below.

Domestic Shipping Rates and Estimates

Shipping charges for your order will be calculated and displayed at checkout. All of our shipping options are tracked, so you will receive updates and shipping information after your purchase.

In-store Pickup

At this time in-store pickup is: AVAILABLE

The policy will be as follows in those times: You can skip the shipping fees with free local pickup at our Headquarters, located at 605 Beaverdale road, Cambridge, Ontario, Canada. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 to 5 business days. We will send you an email when your order is ready along with instructions. 

Our in-store pickup hours are 9AM-5PM EST on weekdays. Please have your order number, and confirmation email with you when you come. Do not show up on any days that are not intended for pickup. Note that this is curbside pickup and you will not be allowed into the building. Present the receipt of purchase to the person who greets you at the door and return to your vehicle. They will come back out with your order and leave it on the steps to ensure social distancing is maintained.

International Shipping

At this time, we do not ship to North Korea and Russia. Additionally, due to import laws, we are unable to ship Mini Sabers to Australia, Germany and Mexico. 

Shipping charges for your order will be calculated and displayed at checkout. We suggest you research the speed of each shipping service we offer before placing a order, as shipping speeds for our shipping services vary depending on the country, and location within the country that you are shipping to. 

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. 

Since import duties and taxes are part of the nature of shipping internationally, if you refuse to pay duties and taxes for the products you purchased, we also cannot provide you with a refund for the same reason: The package is disposed of by shipping couriers, and the products are lost and not returned to us.

For customers in the USA, we now offer standard shipping from our US warehouse. Shipping services from there are typically called "standard" or "shipping." We do not specify which shipping service we use to ship from our US warehouse, as we select the optimal shipping service for your shipping address. We do not stock every product we sell at our US warehouse, so some or all of your items might be shipped from our Canadian warehouse.

Tariffs will apply accordingly for each country, including the US. Please visit your country's customs enforcement office website to see the latest duties, taxes, and tariff rates.

How do I check the status of my order? 

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your shipping confirmation email within 5 days of placing your order, please contact us at [e-mail] with your name and order number, and we will look into it for you. This does not apply to back-ordered/pre-ordered items (for more info on those, please see the back-orders/pre-orders section down below.)

Shipping to P.O Boxes

Unfortunately, due to ongoing issues with Canada Post, we cannot ship to P.O. boxes, as other couriers are unable to deliver to mailboxes.
 

Stolen/ Lost Products

Please keep in mind that once your order has been dispatched, Hacksmith.store is not responsible for any losses or damages that might occur while your order is in the couriers hands. It’s the customer’s responsibility to follow the tracking information provided and contact your local postal or courier service, to ensure the safe and timely delivery of your purchase. We will assist you in recovering an item to the best of our abilities. However, we will not provide a replacement or refund in cases where the package has been delivered but is missing or has been stolen.
 

Problems with your delivery

If our couriers have any issues delivering your order, they will contact you first to sort these issues out. If you do not answer them, they will reach out to us, and we will contact you to try and resolve the issues. If neither the courier or we can get a hold of you, and/or you do not reply to our emails/calls within 5 business days, then we will have no choice but to abandon the delivery of your package, and the courier will dismiss and dispose of your order. In this case, we cannot provide you with a refund, as the package is disposed of by shipping couriers, and the products are lost and not returned to us.

If there are no shipping updates in the tracking for 3 weeks, it's the customer's responsibility to contact us immediately for investigation. Order Protection Insurance does not cover any claims over a 30-day timeframe from the last shipping update or estimated delivery date. By default, Order Protection is added to each order at a small cost. If customer chooses to remove Order Protection during checkout, the order is not insured and we are not responsible for any loss, theft, or damage.
 

Additionally, since import duties and taxes are part of the nature of shipping internationally, if you refuse to pay duties and taxes for the products you purchased, we also cannot provide you with a refund for the same reason: The package is disposed of by shipping couriers, and the products are lost and not returned to us.

We also cannot provide a refund if we, or our couriers try and contact you for any issues during the delivery of your order, and do not get a reply from you, as the courier will also dispose of the product in this scenario. Please ensure you use the correct and real contact information, along with your real name to prevent this from happening.

If for any reason, you refuse the delivery of your order, and the shipment isn't returned back to our warehouse and marked as received by us, we cannot provide you with a refund or reshipment, as this typically means the courier disposed of the package. If it is marked as received back by us, we reserve the right to charge you for reshipping the order. This applies only if the product was received in a resellable condition, and was not damaged during transit.

Cancelling Orders 

Your order cannot be cancelled after it has been accepted by our fulfillment teams in any of our warehouses. We will try to stop its fulfillment and shipment, but we will let you know if its too late to cancel it. Once it has been accepted for fulfillment and/or fulfilled, then the only option is to process a return, at which point the return policies will apply. 

 

Back-orders and Pre orders

At Hacksmith.store, we aim to provide accurate shipping & delivery estimates for pre-order and back-order products, but may be limited by production delays, shipping delays, and other factors outside of our control.

Pre-ordered and back ordered items do not have a guaranteed fulfillment and/or shipping date. You can contact us at any time to cancel your pre-order/back-order and process a refund.