Shipping & Returns

Ordering Online Within Ottawa

 -          If you would like to place an order and pick it up at the Wilboro Studio in Ottawa (Westboro), please select “Local Pickup” and we will get in touch as soon as your item(s) are ready with pickup details.

Shipping within Canada 
-          We are now offering calculated shipping to Canada with carriers Canada Post and UPS. 
-          We usually ship within 3 business days of an order being placed (and often faster)
-          Depending on your shipping selection, orders typically take between 1-7days after being posted.

Shipping to the United States (Lower 48)

-We're now including free shipping with all orders to the USA.   **This free shipping does not include brokerage fees, duties, tariffs or any taxes.** 

-BROKERAGE FEES: Most shipping companies now charge a fee to handle the import documentation of a shipment.   Typically brokerage fees are in the range of $30-40per shipment but may vary, the purchaser is responsible to pay these fees.   

-TARIFFS:  Wilboro products are USMCA compliant and as of June 1st 2025 and should not incur any tariffs*

*The tariff situation between Canada and the USA has been somewhat volatile this past year and while things are currently stable, changes could happen at any time and this information could be out of date.     If changes are to happen to the trade situation Wilboro will not be able to cover any additional charges/taxes/tariffs.   The onus to research and pay these potential fees is on the purchaser. This is not an ideal situation, however it's out of our control and we will have to proceed this way for the foreseeable future. 

The following information below could be helpful as a guide, but we cannot guarantee if it's up to date or still applies:

• From the CPB:  De minimis provides admission of articles free of duty and of any tax imposed on or by reason of importation, but the aggregate fair retail value in the country of shipment of articles imported by one person on one day and exempted from the payment of duty shall not exceed $800USD.
  
• Wilboro items do qualify under the USMCA agreement (if it's being honoured).
• Most shipments will go out via UPS Standard Service or Canada Post. We do retain the right to choose alternate shipping options. Carrier information and tracking numbers will be emailed to you once the package ships.

Shipping Outside of Canada or the US Lower 48 (International)


-          We are now shipping to wider range of countries worldwide.


-          There are however some countries we have not yet added to our shipping range, if you are in one of these areas we would be more than happy to look into the possibility of accommodating your shipping request via email. In an email, please provide your full shipping address and a list of which items you are interested in to be purchased.

Return Policy
-          Pre-Orders, Monogrammed items, Sales, Samples, Custom, Made to Order, USA and International orders are final sale and cannot be returned.

Returns within Canada
-  We will happily take returns on normally stocked items within 7 days of receipt.


• To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
 Unfortunately we are unable to refund for: Pre-Orders, Sale, Samples, Custom, Made to Order or Monogrammed items.


-          Please send us an email for specific instructions about how to complete a return.


-          You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, all costs of return shipping will be deducted from your refund.


-          Depending on where you live, the time it may take for your exchanged product to reach you, may vary.


         If you are return shipping an item over $75 and have not been provided with a return shipping label you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned items

Returns from the USA
-    Due to the near impossible nature of getting refunds from the duties, shipping fees, credit card fees, brokerage and tariffs, returns from the USA are unfortunately no longer possible.

Returns outside Canada and the USA
-          Unfortunately we do not offer returns on international orders.  Due to the complexity and cost of international shipping all international orders are Final Sale.

Refunds (if applicable)


-          Once your return is received and verified, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)


-          If you haven’t received a refund yet, first check your bank account again.


-           Then contact your credit card company, it may take some time before your refund is officially posted.


-           Next contact your bank. There is often some processing time before a refund is posted.


-           If you’ve done all of this and you still have not received your refund yet, send us an email.



Sale Items

-           Sale items cannot be refunded.