Shipping & Returns
At Ebb & Flow, we strive to process your order as quickly and carefully as possible within 3-5 days of receipt. Our goods are handcrafted in micro-batches in our Muskoka Studio so if your order doesn't ship right away, it's probably because we're still making it for you :) Once processed, we will email you a notification that your items have shipped and provide you with the tracking information when available.
Please note: as a part of our green initiative, we use recycled materials whenever possible when packing and shipping orders. Your items may not arrive in the most beautiful package, but each parcel is prepared with the utmost care ❤️
Canadian online orders above $125.00 (before taxes) receive free standard shipping. All other Canadian orders are shipped for a flat rate by zone:
Standard shipping for all Flat Rate and Free Ship orders is available through our preferred carriers: Canada Post, CanPar and UPS. The estimated delivery time for standard shipping is 2-7 business days within Canada. Need your parcel a little faster? Reach out to us for an Express Shipping quote: Contact Page. Please note that delivery times may vary depending on your location, weather conditions and carrier delays. Any additional shipping costs incurred for rejected or returned packages will be the responsibility of the customer. All orders are processed and shipped from our Muskoka studio.
FREE LOCAL PICK-UP
If you're local to Muskoka you can save the shipping by picking up your order at our studio! Simply select PICKUP at the checkout and schedule an appointment to collect your order via our Contact Page. Orders will typically be ready 24-48 hours after they are placed.
SHIPPING TO THE USA
Online orders above $150.00 USD (before taxes) that are traveling to the Continental USA receive free standard shipping. All other US orders are shipped for a flat rate of $20.00 USD. For orders outside of the Continental USA, please contact us for a quote Contact Page. All orders are sent via standard shipping through our preferred carriers: USPS, FedEx and UPS. Delivery times may vary depending on your location, weather conditions and carrier delays. Any additional shipping costs incurred for rejected or returned packages will be the responsibility of the customer. All orders are processed and shipped from our Muskoka, ON. studio.
Please note: international packages may also be subject to customs fees, which are not included in our shipping rate and are the sole responsibility of the customer.
RETURNS & EXCHANGES
EBB & FLOW will accept returns or exchanges on merchandise that is in its original unused condition within 14 days of the ship date. All sale items and items purchased using a promotional code are considered "final sale" and do not qualify for refund or exchange.
- All refunds will be applied to the original form of payment, excluding shipping costs.
- EBB & FLOW is not responsible for any returns that are lost, damaged, or sent to an incorrect address.
- To request a return or exchange, please e-mail us within 14 days of your purchase with the reason for your return.
- All costs associated with the return or exchange of an item are the sole responsibility of the customer.
Damages & Defects
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-returnable Items
Unfortunately, we cannot accept returns on sale items, vintage items and/or gift cards.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.