Shipping and FAQ
In stock items usually ship within 2-4 business days from Vancouver, BC (sometimes same day). We are a small team and aim to get your order to you as quickly as possible! Pre-orders begin shipping once a collection is ready.
Canada and US orders
Orders are primarily shipped via UPS (except PO Boxes) or Canada Post. Delivery times are approximately 5-6 business days, or 6-8 business days for East Coast orders. Please include a buzzer number for apartments if available.
For Canadian customers choosing Canada Post Expedited Parcel, please note that this is their standard service. UPS Expedited is our expedited option.
International orders
Orders are primarily shipped via DHL or UPS and take about 6-8 business days to arrive, but delivery times vary between destination countries and regions. Shipping is calculated at checkout. Please note that any customs, duties or taxes are the responsibility of the purchaser.
Please make sure that you double check your shipping address when placing your order. If an error is made in the shipping address and the parcel is sent back to us, additional shipping charges will be incurred.
Returns & exchanges
You have 30 days from the date of purchase to contact us at hello@hemlockandoak.com regarding any order issues. Change-of-mind returns are not accepted at this time -- the full PDFs are available for download and the specifications / dimensions are listed on the product pages. If you have any questions or would like more information, please contact us ahead of time and we will be happy to help! Please also be sure to review your order confirmation email and contact us ASAP if you require assistance!
We want you to be really happy with your purchase, so please make sure you head to our Downloads section and review the layout you are purchasing, to make sure it suits your needs. Happy planning!
Time sensitivity
Time sensitive orders should select and expedited shipping method at checkout. While parcels are sent out ASAP, delivery times are out of our control, especially during peak holiday times or in extreme weather emergencies such as floods or fires. Please contact us before placing an order if you'd like to confirm any specifics.
Wrong address
If you accidentally input the wrong address and the parcel is sent, please contact us ASAP. If the parcel is sent out and cannot be delivered, it will be returned to us and result in an additional cost (return fee + cost to re-send the parcel to the correct address).
Damage on arrival
If your item is damaged upon arrival, please immediately take pictures and/or a video, and send it to hello@hemlockandoak.com along with your name, order number, and a brief summary of the issue. We will get back to you as soon as possible to coordinate next steps. Please ensure the planner is packaged carefully to protect it from damage during shipment. Thank you!
Order marked as delivered but not received
Depending on the carrier and although it is uncommon, this error can occur. Please immediately contact the carrier (e.g., UPS, Canada Post or USPS) or your local post depot with your tracking number. If there is no resolution within a week, please email us at hello@hemlockandoak.com.
If you have concerns about parcel theft, please email us after placing your order to request 'signature upon delivery'. Please note we cannot be held responsible for parcel theft and your insurance (credit card or apartment) may be able to assist in these instances.
Can I order a gift and send it direct to the recipient?
Absolutely! Specify that your order is a gift in the note area and make sure that your details are in the billing area, but the gift recipient's address is in the shipping area.
What if I pre-order an item and order an in-stock item as well?
We ship orders together to minimize packaging and carbon emissions. Please place orders for in-stock items separately, or contact us if you've already placed an order and we'll do our best to help!
