Shipping & returns
1. Can I Return My Order?
The Guild Shop currently does not accept returns on any product sold through its online store or at our Toronto shop location. However, should you be unsatisfied with your purchase we do offer a flexible exchange policy.
2. How Do I Exchange An Item?
If for any reason you are not happy with your purchase, you can exchange the item(s) within 60 days of the shipment date of the original sale.
Please note that all exchanges must be pre-authorized by The Guild Shop. To obtain a return authorization or if you have further questions regarding our return policy, please send an email or call us in Canada at 1-416-921-1721 during business hours (EST) as follows:
- Monday thru Wednesday - 10:00 am to 6:00 pm
- Thursday and Friday - 10:00 am to 7:00 pm
- Saturday - 10:00 am to 6:00 pm
- Sunday - 12:00 noon to 5:00 pm
3. How Do I Ship An Item For Return?
Before returning an item:
Contact us at The Guild Shop to:
- Obtain a return authorization
- Ensure a suitable replacement is available for the item(s) you wish to exchange
- Obtain detailed shipping instructions from The Guild Shop
You can reach us by telephone or email as described above.
When you pack item(s) for return:
Be sure to return the item(s) in the original packaging. If the original packaging isn’t available, contact The Guild Shop to discuss alternative packaging solutions. Note that The Guild Shop reserves the right to refuse your shipment if the item or items were not returned in the original packaging.
If you are shipping from outside of Canada, be sure to print “Canadian Goods Returning” in legible letters on the outside of the package. This is needed to avoid unnecessary customs delays and expenses. Note that The Guild Shop is not responsible for additional customs- or excise-related costs that may be incurred in receiving your shipment, should these arise.
Before you call the shipper:
The Guild Shop will specify the shipper that must be used to return your package to us. We will provide you with the shipper’s contact details plus any other pertinent information along with your return authorization.
Please note that all returns must be shipped prepaid.
After we receive your returned item(s):
We will get in touch with you within 72 hours of receiving your returned item(s) to let you know your return package has arrived. At the same time, we’ll also provide you with an Estimated Time of Arrival (ETA) for your new item(s) plus an indication of any additional costs that may apply toward these new items.
4. Can I Return An Item That Was Recieved As A Gift?
We will gladly accept a gift return for exchange within fourteen (14) days from date of shipment of the original purchase. Except for this restriction, all of the same policies apply as with regular exchanges.
Please note that no refund through any payment method will be provided for a gift return.
5. Can I Cancel My Order?
If you place an order and then decide to cancel it before the order has been processed and shipped, we will cancel your transaction. Please note that while under normal circumstances there will be no charge for this service, The Guild Shop reserves the right to charge an additional fee for cancelling a transaction should unusual circumstances arise in the process of so doing.
Note that if your request to cancel an order is received after the item or items have been shipped, we cannot cancel the transaction and your account will be charged accordingly.
6. What If My Order Is Damaged?
Occasionally an item or items may arrive at your location damaged. Sometimes the damage is obvious even before you open the package, at other times only after the package has been opened. Usually this is the result of a shipping mishap. If you are one of the unlucky few, please read the following paragraphs carefully.
If your order is delivered to you with externally obvious damage, do not open the package. You may refuse to accept the package and have the carrier return the package to The Guild Shop at no cost to you. If this should occur, please contact The Guild Shop by phone or email within 24 hours to let us know that you refused shipment so we can make appropriate arrangements for receiving the return.
If you find that your item or items are damaged after you have opened the package, please contact us immediately upon discovery via phone or e-mail so we can discuss return shipping arrangements and the availability of a replacement item. Should the damaged item be a one-of-a-kind piece, we will contact the item’s maker to determine if a direct replacement can be made.
Should you choose to contact us by email, be sure to type "Damaged Order" in the subject line.
7. What If My Question Isn't Answered Here?
If your question relating to shipping or returns isn't answered here, please contact us directly by email or telephone. Contact details are located at the top of the right-hand column on this page.