Frequently Asked Questions
SPECIAL NOTICE for COVID-19 will appear at the beginning of this FAQ in this text colour.
Why are my shipments taking longer than I expected?
Canada Post has suspended any shipping time guarantees at this time - this is due to reduced staffing, and operational hours. Because of this please expect shipping delays even if you are within Toronto. If you have any questions about the status of your package, please reach out to us at firstname.lastname@example.org
I am having a problem with my pen, and I need to have it tested to validate if its a warranty issue, what do I do?
Please contact us at email@example.com to arrange a time to drop the pen off with us. We will quarantine the pen for between 2-3 days before testing. This will also give us the time to thoroughly test the pen to ensure it is working up-to factory standards.
I have placed a curbside pickup, when can I pick it up?
It usually takes us 1 business day to pack up your order, at this point we will email you when it is ready to pickup. We recommend waiting for the email to let you know that your order is ready for pick up. Once the order is ready, it can then be picked up during any of our curbside pickup days which are Monday, Wednesday, Friday, and Saturday between 12-4.
Canadian Shipping Options:
Orders over $125 (Expedited): Free
Orders under $125 (Expedited): $8
Lettermail - flat packages, untracked and uninsured: $4
US Shipping Options:
Orders over $250: Free
Orders under $250: $15
Can you ship to my country?
At this time, our website is not set up to process orders outside of Canada and the US. If there is something you're interested in, please email us with the items as well as your address - firstname.lastname@example.org - and we can give you a shipping estimate. Please note all international customers are responsible for customs duties or taxes. All prices in the website are in Canadian dollars.
I've just placed my order - how long before I receive it?
We try our best to ship out orders as soon as we can - and this is usually 1-2 business days, excepting Mondays, when we are closed. We have Canada Post pick-ups Tuesday-Friday. Once it leaves our facility and gets picked up by Canada Post, you should receive an automated e-mail with tracking, indicating approximately how long it will take to get to your destination.
After processing, you can generally expect the following:
Toronto & GTA = 1 business day
Ontario & Quebec = 1-2 business days
Western provinces = 3-5 business days
Eastern provinces = 3-5 business days
Rural addresses and Northern territories/provinces = 5+ business days
US Addresses will take between 4-7 business days to most major cities.
However, these are estimates only, and unexpected delays, higher volume (for example during holidays), and weather all play a factor. Unfortunately, once your package leaves our shop, the only information we have access to is the tracking information provided by Canada Post.
You can also use the Canada Post Delivery Standards tool to get a better estimate of how long the package will take to ship. Use the shop's postal code: M6G 2Y3 as the starting location.
Do I receive tracking information?
All orders receive tracking information, except lettermail. Once your order is prepared for shipping and with Canada Post, you should receive an automated e-mail with your tracking information, as well as automated e-mail updates.
*Please note that Canada Post tracking information may not update as accurately as we would like! Your package may miss being scanned at checkpoints, and therefore appear as though it has not left Toronto or a sorting facility - however, it may be closer to delivery than the updates show. With Canada Post, patience is a virtue!
My order is late, and my tracking information is not helpful - what should I do next?
If you order is one or two days late, please be patient! It is not uncommon for there to be a day or two delay due to handling, processing, sorting or getting your parcel out for delivery.
If your order is more than two days late, please contact us, and we will look into your specific situation with Canada Post. There is a chance that it is a delay beyond two days, and it will arrive shortly. If the delay continues, and/or there are problems with delivery, we will open a trace investigation with Canada Post. Unfortunately, there is no "guaranteed" timeline for delivery, only a delivery estimate.
*Sometimes, your parcel will be scanned as delivered even though it has not actually been physically delivered to your address. This practice sometimes happens when the delivery person does not bring a scanner with him to scan it the moment he delivers the parcel, but scans all parcels at his local facility before heading out on his route. Please be patient!
What happens during our freezing cold Canadian winters and I want to order ink?
Please note that orders containing ink or other liquid items placed during the winter months will be sent directly to the post office for pick-up. With freezing temperatures, we try to avoid or limit risk of expansion and glass breaking. Please keep in mind that even if you or someone else is typically home when packages are delivered, en route to delivery, packages may still be left outdoors in the grey Canada Post carrier pick-up boxes. When they are sent to the post office, they are never left outside in these grey carrier boxes for your local delivery person to pick up from.
If it is problematic for you to go to your local post office during cold weather you can indicate on your order that you would like it delivered to your door, understanding that you take on the risk of any ink freezing or glass breaking, and any other possible damage to other items in your package as a result.
Depending on the weather, with bottles that are filled to the top, such as with Noodler's Ink, may have a small amount of the ink transferred to a plastic vial to be shipped together. This is to allow for expansion within the glass bottle should the ink freeze.
What happens if I have a high-value order ($150+)?
We reserve the right to request signature confirmation or post-office pick up for orders at our discretion, based on location, frequency of lost packages in your area, or value of your order. Paypal independently requires signature confirmation for high-value shipments as well.
Can you ship small low-value items by Lettermail to save on shipping?
If you have chosen items that are flat and within the weight limits, an option for Lettermail shipping will automatically become available. If you add too many flat items and it becomes too heavy, or one item cannot be shipped in this method, Lettermail will no longer be an option and you will have to ship via Expedited Parcel at $8 flat rate.
The biggest thing to keep in mind is that there is no tracking or insurance. If your Lettermail package is late or does not arrive, unfortunately there is nothing we can do - you will not receive a refund or replacement. While we've had good experience with Lettermail making it safely through the post (we wouldn't offer this as an option otherwise!), there is always a small risk of something "falling off the back of a truck" - the words of a Canada Post customer service representative. Please consider upgrading to Expedited Shipping ($8 flat for orders under $125, or free for orders above) if you're not comfortable with this risk.
Our Lettermail mailers are oversize mail, which can sometimes take significantly longer to arrive than standard sized Lettermail, sometimes up to 3-4 weeks.
What happens if I give you an incorrect shipping address?
If you have given us an incorrect shipping address, please contact us as soon as possible. If it has not yet left our shop, we should be able to correct the error and your order will go out with no problem. However, if the order has already shipped, Canada Post will be unable to return the parcel to us while it is still in transit - they will attempt to deliver. If they are unable to deliver the parcel, it will be returned to us. Unfortunately, we will need to charge you a fee for re-shipping (depending on your location). Please keep in mind that Canada Post charges for the cost of returning to sender as well as the cost of re-sending your parcel. If you'd like to cancel your order, we will issue you a full refund for the products, minus costs of shipping and return to us. even if you initially received free shipping on your order.
Can you ship to addresses other than the address indicated on my Paypal when I place an order?
Unfortunately, Paypal restricts us to shipping only to the address you indicate when processing through Paypal. If you have given us the wrong address, please let us know as soon as possible.
How does "In-Store Pick-Up" work?
You can place an order and avoid the $8 shipping charge by picking up your order in store yourself. Just select this option under "shipping" when you check out, and no shipping charges will apply. You will receive an e-mail when your order is ready for pick-up, but if you know when you'll be stopping by the shop, just leave a note in the comments and we'll be sure to have it ready for you.
In-Store Pick-Up is good if stock might run out and you want to make sure the item you'd like is reserved for you. If you are in a rush for an item, this may be faster than getting it shipped to you.
If someone else is picking up your order for you, just make a note in the comments.
Can I change, add, or cancel my order?
Yes, please send us an email to email@example.com, or firstname.lastname@example.org. If your order hasn't already been processed we are happy to send you instructions on how to make changes to your order.
Please note that cancellations of any In-Store Pick-Up orders may result in a 15% restocking fee. While we encourage customers to use this option to purchase items that may be out of stock by the next time they may visit the shop, it is not to "hold" items for consideration. Other customers may lose out on a chance to purchase items that are removed from inventory.
Please feel free to contact us if you have any questions or concerns!