FREQUENTLY ASKED QUESTIONS
1. How long will it take to receive my order?
Once an order is placed through our website, it takes approximately 7-10 business days (excluding weekends and holidays) for your order to be ready. Once it is ready we will package it up as either an in-store pick up or to be shipped. If you are having your item shipped, it is after the approximately 7-10 business days that your item will be picked up by Canada Post and on its way to you! (Please keep in mind that Canada Post is also experiencing delays due to the current COVID-19 pandemic, so please allow more time for shipping as we are not responsible once your package has left our facility).
**PLEASE NOTE THAT WE WILL CONTACT YOU VIA EMAIL WHEN YOUR ORDER IS READY. YOU MAY NOT PICK UP UNTIL YOU HAVE RECEIVED AN EMAIL STATING THAT YOUR ORDER IS READY.
2. How do I place an order?
To place an order, you will visit our website at www.saltwaterdesignsnl.com
We do not take orders over email, Facebook or Instagram. Due to the COVID-19 situation, we will not be taking orders in-store or orders over the phone at this time.
3. Can I pick up my order?
Yes you can, you may select “in-store pick up” at check out. During the COVID-19 pandemic, we are offering contactless pick ups from our store at 655 Topsail Road in St. John's NL while our store is closed for shopping. On designated days, orders will be placed in front of the door with customers’ names labelled. You will simply open the door, find your name, grab your bag, and exit the store promptly. If you see another customer picking up their order when you arrive, we kindly ask that you remain in your vehicle until they have left.
4. How much does shipping cost?
The shipping costs are calculated at check out by Canada Post once you have entered all of your shipping information. For a limited time, we are offering free shipping anywhere in Canada for all orders over $150 (before tax).
5. Why is my order taking so long?
Right now, orders are taking approximately 10 business days. Due to Covid-19 and complying with social distancing rules we have had to cut our work force by 80%. Due to the massive influx of orders we have been receiving, orders are taking a bit longer than usual. We have and always will do our absolute best to get orders ready as quickly as possible, and you will be emailed as soon as your package is ready for pick up or when it is being shipped out.
6. Can I get my order done sooner than 7-10 business days?
You can with a RUSH add on for $10. This will push your order up which means it will completed faster than normal wait times. We ask that you only request this if it is absolutely needed because if everyone adds on this option it will defeat the entire purpose. This option can be added on as a product (just search “rush” in the search bar on the website and it will pop up)
7. What is your exchange policy?
We do not offer refunds. It is exchange or store credit only. Proof of purchase is required to receive store credit, no exceptions.
Our return/exchange policy lasts 14 days with proof of purchase (store receipt, gift receipt, or online order confirmation email).
Your item must be unworn and in the same condition you received it, with the tags still on. If 14 days have lapsed since the date of your purchase, we cannot offer you an exchange or return.
We will not accept returns/exchanges if any items are not in sellable condition. This includes but is not limited to visible wear, tags missing, animal hair is present. Please only return items in the condition that you would wish to purchase them in. Thank you for your cooperation and understanding! If you need to exchange an item for a different size, please email firstname.lastname@example.org.
8. Do you ship outside of Newfoundland?
Yes we do, we ship anywhere in Canada, United States of America, Europe and Australia.