Frequently Asked Questions (FAQ)
Q: How much does shipping cost?
A: Wherever possible it has been included. Otherwise we try to minimize shipping. It has become ever more difficult to offer shipping without substantially increasing costs so we can average it over the world. So, many time we break it out.
Q: How long does it take to get my order?
A: Most orders will arrive in the 15 to 21-day window. Some will take longer, some will arrive sooner. We try to provide tracking numbers wherever possible so you can follow the shipment. Some heavy products (Heavy Fabrics for example) are long lead times and slow delivery.
Q: Colour or Color depending on your preference... Why did I get the wrong color?
A: If they send you Black instead of Red -- that can be solved. If it's "Color Variation" that's another issue.
Q: What's this "Color Variation" thing?
A: Colour Variation (Be Warned): Please note that colour (or color) may vary from what you see on your screen. This cannot be avoided! In any manufactured fabric or leather, colour varies over time. Do not expect to order two lots and have exactly the same colour, shade hue or reflectivity! Return requests due to minor color variations from the last order or due to your expectations are unlikely to be well received by any manufacturer. You can always ask though.
Q: I'm here, and you're way over there -- can you really help?
A: We use the reliable telephone, Skype, Google Hangouts and Teamviewer to get us a little closer. We routinely work with clients to solve problems in other countries. A service call typically means traveling a few thousand kilometers. We have even solved problems when the machine is "dark" -- no lights, no nothing. Those were solved using a cell phone video to see the (not moving) parts. A good description helps too!
Q: Will you travel to make a service call?
A: Maybe. We chose the products so that a complete replacement will typically be cheaper than a long distance service call. Let's try the phone and Skype etc. first!
Q. What's your return policy?
A: Instead of returning items, you can contact us and we will determine the best course of action, often that's a full refund. Why? Returns run counter to our emphasis on sustainability: every return has a carbon footprint. So just tell us what went wrong, send along a pic, and we’ll give you your money back in full. Then, if possible, you can donate your product to a local charity or recycle it.Q: Can I cancel my order?
A: Cancellations are possible if you do not receive your package within the time-frame specified for each individual product. Sometimes orders get sent out before we can process the cancellation. So if you cancel your order but still receive the package, then please go ahead and do one of three things: recycle it, donate it, or enjoy it. Again high cost items are handled individually.Q: What happens if I receive the wrong item?
A: If there’s an issue with your order -- if it’s the wrong size, wrong color, defective, or otherwise not exactly what you wanted -- then simply notify us, and we’ll give you a refund. You won’t normally be asked to ship the product back to us unless it's a high cost item.Q: Do you offer exchanges?
A: We do not offer exchanges. However, if for any reason you didn’t get the exact product you expected, just let us know and we’ll get you a new one.