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Frequently Asked Questions 

Payments

What type of payment methods do you accept?

  • We accept MasterCard, Visa Card, American Express, and Discovery payments made securely through PayPal, click to read about PayPal Payments. In addition, we also accept cheque made to “Pinestead Crafts” mailed to 5 Brunel Rd., Huntsville, Ontario, P1H2A8. Please note that orders paid by through cheque will be confirmed upon receipt of payment.
 

Do you accept pay on pick-up/delivery?

  • No, all payments must be made prior to delivery/pick-up through the methods listed above.

 

Cancellation and Refunds

Can I cancel my order?

  • Cancellations within 48 hours of the order being placed are free of charge. The order may be cancelled after 48 hours where a cancellation/restocking fee of 15% of the product price is charged.
 

What are your return/refund policies?

  • Customers wishing for refund must contact us within 30 days of delivery. There will be a return handling charge of 15% of the product price as well as shipping charge. Orders that qualified for free-shipping will also be charged shipping fees.

 

Delivery

Do you do delivery outside of Ontario?

  • No, as of now, we do local deliveries only. Please see our delivery section for more details. 

 

What is the shipping charge if I live in Ontario but outside the regular delivery zone?

  • Please contact us or call us at 705-789-1171 to obtain exact details regarding non-regular delivery. 

 

If I choose in-store pick-up, when can I go pick it up?

  • We will contact you when your order is ready for pickup. Orders not picked up within 2 months will be charged storage charge of 5% of the item sales price for each item.

 

I chose the wrong delivery method (eg. Picking Free GTA Delivery without a GTA address), what do I do?

  • We will check the delivery method and address, and contact you with verifications/corrections before we confirm each order and accept payments. In the meanwhile, please do not hesitate to email us/call us if you wish to make corrections.

 

What if I had to reschedule delivery?

  • We will call you 24 hours before delivery to confirm the time. Once confirmed, if there are changes on the day of delivery; we will need to charge $100 for rescheduling another delivery time.
 

For more details, please refer to our delivery section.

 

Please do not hesitate to contact us for any further questions/inquiries.


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