We have compiled the following list of "Frequently Asked Questions" (FAQ) and their answers, which we hope will help to address any questions or concerns you may have. These are updated on a regular basis.
Q. Where are you located?
A. Our head office is located in Montreal, QC, Canada.
Q. Do you have a physical store?
A. No, we are a dedicated online retailer.
Q. How do I get in touch with you?
A. Please do not hesitate to get in touch with our Customer Services regarding your order, any general questions, comments or feedback. You can use the form on our Contact Us page or email us at firstname.lastname@example.org. We'll reply to your emails within 24 business hours.
Q: What are "Free + Shipping" products?
A. We sometimes run "Free Plus Shipping" promotion on a few selected products. These promotions are usually for a Limited Time Only. We cover the product cost, and you cover the shipping and handling cost. The shipping and handling cost varies based on your location, but it's usually $9-12 per item.
Q. Why don't I get WoodNLeather emails?
A. Gmail, Yahoo!, and Hotmail can mistakenly block WoodNLeather messages as spam. If your address is through one of those providers, this is most likely the reason. Please adjust your settings to make sure our emails get to your inbox and not your spam folder.
2. MANAGING YOUR ACCOUNT
Q. Do I need to create an account to place an order?
A. It’s totally up to you, you can choose to create an account or simply checkout as a guest.
However, creating an account enables you to:
• Manage your address, card details and personal preferences
• Track the progress of your orders and review all your previous purchases
• Checkout faster at subsequent purchases
• Organize your returns directly from your account
• Receive exclusive offers, discounts and much more
• Be notified when new products are available
• Add products you love to your Wish List to create personalized shopping lists
• Earn loyalty points
• Leave reviews and earn loyalty points or discounts
Registering only takes a few seconds, create an account now to make the most of all these fabulous benefits.
Q. How do I create an account?
A. You can create an account by providing your name, email address and a password. Once you've created an account, shopping with us will be even easier.
Q. What if I forget my login password?
A. All you need to do is click “Forgot your Password?” on the login page and you’ll be redirected to a page where you can create a new password.
Q. How can I change my account password?
A. You can change your password after you login into your account.
Q. How do I unsubscribe from your email newsletter?
A. You can click “Unsubscribe” at the bottom of every received newsletter email.
3. ORDERING & PAYMENT
Q. Can I modify or cancel my order?
A. Unfortunately, once you've placed your order it is not possible to amend any details, as our warehouse team will have already started processing your order.
Q. Can I remove item from the shopping cart?
A. Yes, if the order is not placed, you can remove the item from the shopping cart. But once you have placed the order, you can’t delete any item from the order.
Q. What forms of payment do you accept?
A. We accept all major credit cards, such as Visa, MasterCard and American Express. You can also choose to pay with PayPal. All payments are processed through a secure checkout system and payment gateway. All orders will be processed in Canadian Dollars (CAD).
Q. Will I receive a confirmation email after I place my order?
A. Once you have placed an order you will shortly receive a confirmation email. To ensure that this goes into your inbox please add email@example.com to your contacts, otherwise your confirmation email may end up in your Junk/Spam folder. If you have not received your order confirmation email please contact us.
Q. Do you keep records of previous orders?
A. We do keep records of previous orders, but we do not keep those records on the Website. If you choose to create an account with WoodNLeather, you will be able to view your past orders within your account.
Q. What currency are your prices listed in?
A: All of the prices listed on woodnleather.com are in Canadian Dollars. However, your native currency may be displayed. Please note that this is only an estimate for your convenience.
Q. Can you pack my order as a gift?
A. Sorry we do not provide this service for now.
Q. Why does the checkout take me to checkout.shopify.com?
A. woodnleather.com is powered by Shopify. During checkout, you'll be redirected to Shopify's secure system to complete your purchase. All transactions are protected using a SSL certificate (https://) for added security. We take customer information seriously and want to ensure you have a secure checkout experience, which Shopify allows us to have.
Q. Why can't I use a prepaid Visa/debit card?
A. For security purposes, our system must check the billing address for a match to the card used for the purchase. Prepaid Visa/debit cards do not have an address that is "attached" to the account, and thus, our system cannot verify an address.
4. SHIPPING & HANDLING
Q. How long after ordering will you ship my item?
A. After your payment is authorized and verified, each item is carefully inspected and packaged so that it arrives to you in perfect condition. All orders will be processed and shipped within 3 business days. Most orders ship on the same day.
Q. Where does my order ship from?
A. Our fulfillment centers are located in China, United States, Canada, India and Europe. Sometimes your order may arrive in different packages at different times due to the order being fulfilled by different fulfillment center.
Q. How much are shipping fees?
A. We offer FREE Standard Shipping worldwide on all orders.
Exception: Free shipping does not apply to "Free Plus Shipping" promotions. For these promotional items, you have to pay the shipping and handling cost. The price of the item itself is $0.00
Q. I have placed an order with multiple items but only received one item, where is the rest of my order?
A. There is nothing to worry about, the rest of your order is on the way! Since we source from different manufacturers worldwide your items may be shipped separately from multiple locations.
Q. Will I have to pay any additional duties and taxes?
A. Orders may be subject to customs and duty fees upon arrival in your country. All applicable customs fees, taxes and duties are the sole responsibility of the customer. Please be aware that WoodNLeather does not have any control for any duties, customs and taxes levied by the country your order is being shipped to. We cannot advise you what the cost will be as these charges vary according to country. Please contact your local customs office to find out more information if you are unsure of the charges. In the event of a return or exchange the custom fees, taxes and duties will not be refunded.
Q. Are there any restricted items?
A. You are responsible for checking your local postal regulations for restricted items, as we cannot be held liable for any items that are not accepted in some countries.
Q. How long will it take for my item to be delivered?
A. Please note that the shipping estimated time mentioned below does not include order processing time which usually varies from 1 to 3 business days.
United States 3-21 Business days
Canada 7-21 Business days
Europe, Australia and New Zealand 14-45 Business days
All Other Countries: 20-60 Business days
For more details, please check our Shipping Policy.
Q. How can I track my order?
Once the order is processed and shipped, you will receive an email with your tracking number and shipment details. The tracking number will be active within 24 hours. If you haven’t received tracking info within 5 days, please email us at firstname.lastname@example.org.
Note: Unfortunately, tracking is not available for some destination countries.
Q. What countries do you ship to?
A. We ship worldwide except for the following countries: Afghanistan, Angola, Bangladesh, Iraq, Lebanon, Libya, Nigeria, North Korea, Pakistan, Palestine, Rwanda, Somalia, Sudan, Syria, Tajikistan, Venezuela, Yemen, Zimbabwe. We do not ship to these countries due to shipping complications.
Q. What shipping options do you offer?
A. We offer the following services.
Packages shipped from the USA are shipped through USPS. Packages from China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from other locations will be shipped through the relevant local postal services.
If you require an expedited shipping method, please email us at email@example.com for a quote.
Q. I entered the wrong shipping address, can I change it?
Unfortunately once your order has been placed, we are unable to make any changes. Please make sure to double check your shipping and billing information is correct before submitting your order. Don’t forget to include your apartment number and postal code. We are not responsible if a package is undeliverable because of missing, incomplete, or incorrect address information given by you.
Q. Will the Holiday Period (Christmas/New Year) affect shipping times?
A. Due to the high amount of shipments that are sent during the holiday season period (December 5 to January 5), orders can be expected to arrive up to 3 weeks later than expected. In advance, we thank you for your patience and understanding during that busy period.
5. RETURNS, EXCHANGES, REFUNDS
Please refer to our Return & Exchange Policy page for all questions regarding Returns and Exchanges.
6. SECURITY & PRIVACY
Q. How secure is your website?
A. We use the latest encryption systems for potentially sensitive information, like your name, address and other critically sensitive information like your credit or debit card details. Information passed between your computer and our site can’t be read in the event of someone else intercepting it. We use the latest security technology to protect your personal information. When you enter your personal details in the checkout pages you are in a secure website (with SSL certificate).
Q. Do you share or sell my information to third parties?
If you don’t find the answer to your question in this FAQ, please contact us by emailing: firstname.lastname@example.org and we will be more than happy to help you.