Delivery and returns
All of our items are shipped with Canada Post and USPS. All shipments include a tracking number and coverage for the total value of item before tax and shipping but for Small Packet International Surface and Small Packet International Air. If you want more coverage, please tell us before purchasing. Additional cost will be billed to you.
We ship everywhere in the world. Depending on the product, allow 2-3 business days for small products without a paint finish, 4-5 business days for small products with a paint finish and 2-3 weeks for furniture before your item is shipped. This being said, we always do our best to ship as quickly as possible.
Please take note that international shipping may be taxed and duties may apply by the customer’s country. We can not predict what these fees will amount to and can not pay for them. It falls under the customer’s responsibility to pay for these.
Every international shipment is identified with the real nature of the item shipped. This allows you to be refund by the post if your item is lost. Identifying a shipment as a gift is illegal.
We do not make profit on shipping fees. The fees charge to you cover the shipping itself and the packaging cost.
We try to use as less material as possible for shipping. Since the beginning, we’ve always cared about the fact that packaging is often the first thing you put in the trash. Therefore, you’ll find then when you receive a Us & Coutumes product, apart from the protective packaging used for shipping, we do not add a second, aesthetic packaging. Only selling online allows us that flexibility and we do think mother nature appreciates.
Return and refunds
We take great care when we photograph our products to show them in the best possible conditions, so they appear as close as can be to their real look. That being said, colours are displayed differently depending on computer screens. Therefore it is possible that the real colour be a little different than what you see online.
In the case where you would not be satisfied with your purchase, we will refund you or give you a credit. Our main objective is your satisfaction so we won’t make difficulties. To get a refund, to exchange the product or to get a credit, the product purchased must be new and unused (in other words, we need to be able to sell it).
– If you want to get a refund, we can only refund the price of the purchase, not the cost of the shipping to send the item to you.
– If you return an item, the shipping fees to send the item back to us is yours to pay. We’ll gladly pay for shipping the repaired/replacement product back to you.
– If you return an item that is lost during shipping, we can not be held responsible. Shipping must always include insurance and a tracking number.
– If you receive an item that is damaged, please take a picture of it in its actual state so we can make a claim to the Post.
– If you order a custom product, it is considered a final sale. No refund or exchange is possible.
How to return a product
Please note that when you return a product it is very important to state the order number as well as your name and address. Without these details we will not be able to process your refund. Furthermore, a detailed description of the problem is necessary – if you have a claim. Remember to provide us with a receipt for your freight charges if we have to reimburse them.
It can take up to 14 days for us to receive your return, depending on which postal service you use. Once we have received the returned products, we will inspect them and process the refund within 48 hours.
We offer a lifetime guarantee on all of our products. We gladly stand behind the design of our products and our principal concern is that you are satisfied with your purchase(s). If there is a problem with your purchase, please contact us so we can evaluate with you what is the problem and how it can be solved. Note that we will not replace products damaged due to negligence or by result of voluntary intention. For instance, testing the solidity of your new B3 bench with a baseball bat is not something we will cover (nor do we recommend it ).