Shipping & Returns
Holiday Shipping Dates
Please note: Our family will be enjoying the holidays from December 26 to January 1st. All orders placed after December 24, 2017 will be shipped after January 2nd. Thank you for understanding.
We want to ensure your satisfaction with every purchase. If you have any questions about your order please contact us.
Shipping policy
Shipping within Canada
A shipping rate is calculated based on shipping destination and package size/weight. Our preferred shipping carrier is Canada Post. Once your order is shipped we will email you the tracking number. If you have a specific shipping need please let us know and we will do our best to help you.
International Shipping Restructions
At this time we cannot ship products outside of Canada. We apologize for any inconvenience.
Shipping Time
We make every attempt to ship within two business days of payment received. We normally ship on Tuesdays and Thursdays however special requests can be accommodated so please contact us for details.
Packaging
Work is shipped securely and every attempt is made to ensure fragile items will be received intact. If you do not wish for your order invoice to be included in the shipment (eg. gifts) please let us know by email.
Return policy
Our return policy lasts 15 days. If 15 days have gone by since your purchase (including weekends and business days), unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Some types of goods are exempt from being returned. These include:
Non-returnable items:
- Gift cards
- Bonsai soil and substrates
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Books with obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 15 days after delivery
Refunds (if applicable)
Once your return is received and reviewed, we will send you an email to notify you that we have received your returned item. If your return is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale or clearance items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange a purchase for the same item, send us an email and we will provide further instructions.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Please ensure products are packed safely to prevent any damage. We suggest that if you can hear the item moving around in the box when you give it a light shake then it should be repacked.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. We will provide return tracking information when the new item is shipped.
If you are shipping an item over $50, or of any significant value to you, please consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Any and all responsibility on the part of The Bonsai Supply Company of Canada caused by a product defect or breakage will be limited to the original purchase price of the product.