Shipping + Returns
What orders qualify for free shipping?
All orders that are over $150 and are being shipped to an address within Canada will qualify for free shipping. International orders will not qualify for free shipping.
What orders qualify for flat rate shipping?
All orders that are over $75 and are being shipped to an address within Canada will qualify for a flat shipping rate of $10. International orders will not qualify for flat rate shipping.
How long does it take to ship my order?
Orders will arrive in 3-10 business days. You should receive an email order notification with a tracking number to track your shipment.
How do you handle packaging materials?
We make an effort to reduce the amount of packaging we use and most, if not all, the packaging materials used for your shipment have been reused from shipments received at the store! We ship plastic free, with the exception of the odd piece of plastic tape stuck to a reused box. The tape that we use is made from paper and it is 100% recyclable.
Do you offer International Shipping?
Yes! We want to help support your sustainable lifestyle no matter where you are! Please note, for intercontinental orders, orders may take longer to arrive.
*If you live in a remote area of Canada, extra shipping charges may apply after we receive your order.
What is your return policy?
We want you to have the best possible shopping experience with us. If everything is great, please leave us a 5 Star Facebook and Google review. There is no better way you can help our small company grow! However, if you are not 100% satisfied, please get in touch with us at info@sustainecostore.com so that we can make it right. There is no better way to help us continually improve. We strive to have the best service possible from our friendly and heroic team, but we are human and sometimes mistakes are made. It is our solemn promise to go above and beyond to fix the problem should it occur. If you are not 100% Satisfied with your purchase please let us know, and should you wish to return an item we have laid out a general return policy that is clear and fair to you, to us and to the makers of our fine products.
In-store General Returns
Any item unused and in original saleable condition may be returned with proof of purchase within 15 days of the purchase date for a full refund. If purchased with a credit card the return must be processed on the same card.
*Used or unsaleable products will not be accepted
*Bulk refills, special order items, paint and tinted stain are final sale
Defective Items:
Any item that has a manufacturer defect may be returned within 30 days of the purchase date, with proof of purchase, for exchange or full refund. If purchased with a credit card the return must be processed on the same card.
*Any item that is damaged due to mistreatment will not be accepted.
Online Purchase Returns:
All online purchases are carefully inspected prior to shipment to ensure no damages or defects.
For general returns from online purchases items must be postmarked within 15 days of the purchase date - damages incurred during return shipping will be the responsibility of the purchaser. Full refund will be issued upon receipt of undamaged items in original and saleable condition.
*Return shipping is the responsibility of purchaser - some exceptions apply.
Receiving Damaged Items:
We do our best to adequately package and protect any item purchased online, and use reputable delivery services. Once an item leaves our care we can no longer control the treatment of the package and require evidence of mistreatment. Should an item arrive damaged, it is the purchaser’s responsibility to provide photographic evidence of the damages both of the original packaging and the damaged items inside, and notify us within 7 days of confirmed delivery. Should you notice damage when an item is delivered please ask the delivery person to make note of it. A replacement item will be sent out immediately or full refund will be provided.
Flooring Returns
Flooring may be returned within 20 days of purchase and will be subject to a restocking fee which is manufacturer specific. Shipping will be the responsibility of the purchaser.
I purchased products online, can I return them to one of your physical locations?
Yes! Products purchased online can be returned in person to either one of our locations, and, products purchased at one location can be returned to the other location.
If you have any questions about a product you have ordered we are here to assist you. Call 1.877.787.0326 or send an email to info@sustainecostore.com.