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Note: All prices in Canadian Dollars
Delivery time is approximately 3-4 weeks to Canada and the US (but we always try our best to be faster.)
Canadian Orders - are shipped out Canada Post letter-mail or expedited parcel for larger orders. Tracking and insurance are only included for parcel mail.
US Orders - are shipped out USPS first class mail or priority mail for larger orders with tracking and insurance.
Overseas Orders - orders that need to clear customs may take longer, and delivery depends primarily on the postal service and customs. We are not responsible for duties or taxes owing upon arrival of your order.
Custom & Bulk Orders - orders that require extensive changes including: new designs, colour changes, layout changes, etc. or bulk orders may take longer to process than those that come as shown already in our shop. For the most part, the more complex the order, the longer the order will take to fill.
Track Your Order - did you know you can now track your order here at www.toadandlily.com - all you have to do is click on the "Track Your Order" button to the right, enter your order number in the box, and your order information will come up. (Your order number was sent to you on your receipt at the time of purchase.)
Thank you for choosing to shop at Toad and Lily™.
Q: When will my order arrive?
A: Delivery time is approx. 3-4 weeks, and an email will be sent to you once your order has shipped.
Q: I placed my order, but haven't heard anything from you with regard to confirmation, has my order been received?
A: If you received an order confirmation email, and payment receipt at the time of purchase, we received your order, and are working on it. We will contact you if we have any questions regarding your order, otherwise we will only contact you once your order has shipped.
Q: I want to track my order, how can I do that?
A: At the top of every page of our site there is a link called "Tracking". Click on it, and enter your order number in the box. Your order will either read "New", "In progress," or "Complete" and have a tracking number listed there.
Q: I need a RUSH order is that possible?
A: Always ask first. Often we can accommodate rush requests, but sometimes during peak times we cannot.
Q: What shipping provider do you use?
A: Canadian orders are shipped using Canada Post, and US and overseas orders are shipped using USPS.
Q: I gave the wrong address at checkout, what do I do?
A: Email us with your order number and the address you would like your order shipped to as soon as possible.
Q: I want to have my order delivered to someone as a gift, is this possible?
A: Yes, we can ship any order to a gift recipient for you, and even include a complimentary gift card with your choice of message.
Q: The order I received was wrong, or was damaged, what can be done?
A: Email us, and we will be more than happy to help. If we made a mistake with your order, we will correct it right away. Our goal is a happy customer.
A Message from Toad and Lily...
We want you to know that during our office hours (Monday-Friday from 8:00am-4:00pm) your order is our TOP PRIORITY. Some days we work beyond those hours as well, because it is important to us that we keep our customers happy.
Currently we are receiving a tremendous amount of emails each day, which also take a great deal of time for us to respond to, taking away from the time that we need to diligently make, package, and post the order we are trying to get to you. So if you could please be patient we would truly appreciate it.
We can assure you that your order will arrive very soon (almost always within the delivery time frame or sooner,) and an email will be sent to you as soon as it is on its way.
We are usually very prompt with orders being made, and received within our delivery time frame, but on occassion as you can imagine when you are a small business you can run slightly behind schedule, because you don't always
have control of how many orders, and emails you receive at any given time. Also, our business is family-owned and operated - so while our business is our top priority during our business hours, we also have five small children that are our top priority as well. It's important to know that we would rather get a product to you that is carefully made, and made right, than one that is raced through, and done with little attention to detail.
Our most sincere apology if you ever do experience a delay in receiving your order. Please know that delays are very rare, and if one does occur, know that we are working very hard, and are trying our very best.
We aim for a happy customer every time, and with every single order being received. We care a lot about the products we make, and the people who receive them, and truly value your business.
We really appreciate your patience, your understand, and we hope that you have a lovely day.
Now, back to the work shop we go.
Jennifer & Josh :0)
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