Store Policy
SHIPPING
NOTICE: EXPECT DELIVERY DELAYS DUE TO THE CANADA POST STRIKE. THANK YOU FOR YOUR PATIENCE.
Warehouse Locations: We ship all of our merchandise from Vancouver Island in Canada.
Order Processing: We aim to process and ship orders weekly for items that we have in stock. We will provide delay estimates for items that are back ordered. Please allow up to 48 hours for online updates. If a significant amount of time has passed and you have not received a shipping notification, please contact us.
Shipping Cost: We generally set shipping costs based on weight, size and the shipping address. Residents in certain countries may also have tax and duty applied to their shipment per their country's import laws. Hinterland is not responsible for any duty, customs fees, or VAT in the destination country.
Packaging: We aim to minimize our packaging, while ensuring your merchandise arrives safe. Where possible, we will use recycled materials for shipping packages.
Customs, Tax, & Duty Fees: International orders may have customs, tax, & duty fees applied to them by the receiving country's customs agency. Your country may impose additional charges based on individual examination of the package by customs agents. Due to this unpredictable process, we are unable to prepay those customs duties as we are never notified in advance if the item sent will be levied with additional charges. These charges are at the customers expense.
Shipping Restrictions: As per Canada Post current Delivery Service Alerts we currently do not ship to Iran, Lebanon, Israel, Haiti, Ukraine, West Bank and Gaza Strip, Sudan, Korea North Dem Rep, Libya, Somalia, Syria, Yemen, Russia, and Belarus. For a full list of current Canada Post Service Alerts please follow this link: https://www.canadapost-postescanada.ca/cpc/en/our-company/news-and-media/service-alerts.page
PAYMENTS
Orders and Payment: We accept VISA, MasterCard, Discover, Amex, Diners Club, Apple Pay, Interac Debit/Visa, Google Pay, Shop and PayPal. Online orders may be executed with real-time credit card processing. Payments are due upon purchase.
Tax and Duty Fees: We only charge tax on orders made from within Canada and based on the Province of the shipping address. For international orders, your local tax and duty fees will be charged by customs at the time of delivery and are your responsibility.
RETURN POLICY
If you are not satisfied, your item can be returned in its original condition within 30 days of shipment for a full refund. Afterward, we will not accept your request. You must return the items in their original condition, including tags and labels. Clothing must be returned folded in their original condition; unwashed and unworn. Products returned in bad condition, with stained or strong smells will not be refunded. Once the item is returned the refund for the item will be processed, less shipping fees.
Please return the items in the original shipping container with original packing (where possible) materials to:
PO Box 220
Cumberland, British Columbia
Canada V0R 1S0
If your item was damaged upon arrival, please email a clear picture of the damaged item and your receipt immediately to store@hinterland.com. We will resend a new item upon receipt of your email. Depending on the item, you may be required to return the damaged product—we will provide shipping instructions and cover the cost.
If there was an error with your order, please email details, receipt and proof of the error (i.e. photo of the wrong size or product) to store@hinterland.com. We will resend a new item upon receipt of your email. We will provide shipping information and cover the cost of returning any items that were sent in error.
Right to Cancel:You may cancel your order within 14 days of receiving the goods by notifying us via email or written communication. Upon cancellation, you are required to return the goods at your own expense within 14 days. We will issue a full refund, excluding any extra shipping fees for non-standard delivery methods, within 14 days of receiving the returned goods or proof of return. Goods must be returned in their original condition, and any loss in value due to unnecessary handling may be deducted from the refund.
PRIVACY POLICY
We do collect some personal data in order to process your order. We do not share this information with any other party, nor will we. For complete details, see the Privacy Policy in the footer section at checkout.
CUSTOMER SERVICE
Have questions? Need help? Contact Us
Hinterland Store FAQ
How long will shipping take?
Hinterland Studio ships weekly through Canada Post. Shipping time can vary depending on the shipping method chosen. For International Shipments packages may be delayed by local customs and additional charges may apply. More information
When will I get my order?
Thank you so much for your order. You should receive an email confirmation with shipping status details shortly. If you haven’t received a confirmation within 48 hours, please contact customer service (store@hinterland.com) and share your order number.
Will I get my product(s) in time for the holidays?
If you order by December 1, 2024, you should be able to receive your order on time if you are in the USA. We can not guarantee delivery by Christmas internationally. We recommend checking your tracking number (if available) to confirm your estimated delivery date and time.
Can we ship to Australia, EU, UK, Switzerland, Turkey?
Yes, all merchandise will be shipped from Canada and international shipping costs will be calculated for each order based on the country of delivery. For some countries, you will be responsible for any additional customs taxes and fees. Choosing the least expensive shipping method may equate to shipment by surface which can take up to 12 weeks for delivery.
Will we be able to ship to Ukraine or Russia?
Unfortunately, we cannot ship to Ukraine or Russia at this time.
Will we be able to ship to Brazil?
Shipping to Brazil is possible but we highly encourage you to learn more about your import and customs taxes and fees policies you will be responsible for.
Can you pick up orders locally?
Sadly, no this will not be an option.
What is the Hinterland Mug made of and is it microwave safe?
The mug is metal coated with enamel and therefore not microwave safe. Each mug is shipped with care instructions.
Can I buy something as a gift and ship it to someone else?
You can enter a shipping address that’s different from your billing address but you will need the recipient's shipping address.