FAQs

 

What is the minimum order?

The minimum order is $250.

 

How do I get free shipping?

Please refer to our free shipping guidelines under our Shipping Policy.

 

How does shipping work?

We have several carriers we work with like UPS and Purolator, so we can find a carrier that has the lowest cost for you. Selecting cash or cheque on delivery as your payment method automatically gets you a high shipping cost. This is because Canpar is the only company we work with that can collect the payment. Cash or cheque on delivery gives more responsibility to the driver.

Note: shipping charges depend on the weight and volume of your package after it is packed.

 

Do you ship outside of Canada?

We do ship outside of Canada, you would just need to take care of bylaws and customs/duties applied by your city/province/Country on your end. Maple Craft is not liable for any products that potentially get confiscated by your government.

 

What payment methods do you accept?

We accept credit card, e-transfer, direct deposit, wire, and cash or certified cheque on delivery. Please note for all the Tobacco purchases we will need to charge extra 2% if you are paying through Credit Card.

 

What do I do if I am missing some products or have broken items?

You can send us pictures of broken items in an email at sales@maplecraft.ca or info@maplecraft.ca with SKU numbers.  Kindly do not throw any broken items, we will have it picked up from you in order to process the claim. If you have any missing items, all you must do is notify us, we will verify it with our warehouse and take necessary action.You must notify us within 72 hours of any broken or missing items.

 

What is your return policy?

You are able to make returns if you do not like the product you receive. You must return the products in their original packing. You will be able to return the items on your own shipping charges and then you will be credited in your next order once Maple Craft receives the products and approves the return.

If a product is defective, unusable, or has a manufacturing error, Maple Craft is willing to cover your return. We are willing to send you a return label for the item to be picked up to cover the shipping for defective products. Once we receive the product and approve the return, we will either provide you with credit for your next order, or send you a replacement in your next order.

 

What do I do if I never received my parcel or have a box missing?

You should notify us as soon as possible if you have not received your parcel, or if it is partially missing. We will file a claim against the carrier, and based on how the outcome of the claim is, we will reimburse you. The carrier will investigate to see what happened and then they will respond and let us know whether or not anything can be done. Usually, it takes about 2 to 4 weeks minimum to get the outcome. 

 

Can I provide my credit card number over the phone?

We require our clients to fill out a credit card authorization form. You can fill out the form and email or fax it back to us. The form is used to verify that we have your consent for when process your transactions. You will be emailed the form if you select “New Credit Card,” as your mode of payment when you place your order.

 

My order sheet has items that I did not receive. Did I get charged for them?

Please make sure you are looking at the invoice opposed to the order sheet when you are looking for the items you were charged with. Some of our high demand products go out of stock so we are unable to add them to your order. You are not charged for the products that you did not receive.

 

How long will it take for me to receive my order?

Once the order has been placed, it takes about 2-3 business days to process the order at the warehouse. After the order has been shipped it usually takes about 3-5 business days depending on the distance. However we cannot guarantee the expected delivery time as carrier sometimes misroute the order or have it delayed because of extreme weather conditions.

 

Do you price match?

We are willing to match and even beat the prices of our Canadian competitors! You just need to send us pictures of the prices you are being offered and we are willing to beat the difference by 10%.

*We cannot match prices for Tobacco*