SHIPPING & DELIVERY INFO
HOW ARE SHIPPING RATES CALCULATED?
Shipping rates are determined by Canada Post based on the distance your gift will be travelling, the weight and the service you select.
DO YOU SHIP OUTSIDE CANADA?
Unfortunately we do not currently ship outside of Canada.
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Delivery times vary depending on where you want the product delivered, your preferred delivery date, and whether it is being delivered in Ottawa or elsewhere in Canada.
Due to current mail delivery delays, high volumes and social distancing protocols, we cannot guarantee shipping times or your delivery date. For more information and updates please check the Canada Post website here.
WHAT ARE YOUR DELIVERY OPTIONS?
Shipping across Canada - We use Canada Post postal service. Shipping costs are calculated at checkout and are based on mailing address, weight and size.
Local Ottawa Delivery - Orders are usually ready within 1-3 business days (Monday-Friday). You will be notified by email when your order is ready for delivery. $10 flat rate (based on postal code)
PLEASE NOTE - As we are an online store, we can not accommodate pickups.
Your gift will be shipped within 3 business days of the order being received, The average delivery typically arrives within 5 to 10 days within Ottawa, and approximately1 to 3 weeks everywhere else in Canada, when you select the regular expedited parcel option. Select Xpresspost or Priority options to expedite the delivery process.
HOW DO I TRACK MY ORDER?
Once your order has been shipped, you will receive an email confirmation containing tracking information.
MY ORDER DID NOT ARRIVE WHEN EXPECTED, WHAT DO I DO?
Please note that estimated delivery times may be much longer than usual. We cannot guarantee delivery dates due to delays caused by increased social distancing and covid protocols, unforeseen circumstances, inclement weather, higher volumes during the holidays and peak seasons etc... If your delivery did not arrive when expected, please contact us at email@example.com and we will work with you to try to resolve the situation. We always recommend ordering early and erring on the side of caution when selecting a delivery date, especially for areas outside of Ottawa.
WHAT HAPPENS IF MY GIFT CAN’T BE DELIVERED?
We make every effort to ensure that your gifts make their way directly to the recipients but these things happen on occasion. Please verify that your shipping information is correct at checkout.
If the gift is returned to our shop because the item was refused at the door, the recipient moved, or the address was incorrect or deemed unsafe for delivery, we will contact the number or email address provided at the time of order and make every effort we can to resolve the situation.
If delivery is attempted for a second time, an additional delivery fee will be applied.
If we are unable to contact the individual who placed the order and therefore cannot make arrangements within 30 days of the order being placed, we will consider the gift abandoned.
LOST OR STOLEN PACKAGES
Sparrow & Oak cannot be held responsible for the following: delays caused by weather, mechanical failure or other acts beyond our control, carrier’s package delivery discretion, incorrect or incomplete addresses input by the customer on the original online order, lost or stolen packages.
WHAT IS YOUR RETURN POLICY?
REFUNDS & EXCHANGES
ALL SALES ARE FINAL
Due to the nature of our products we DO NOT offer refunds or exchanges and we do not refund any shipping & handling charges. Pursuant to health and safety regulations, we are unable to exchange or accept returns on food products. Due to the handmade and intimate nature of our bath and body products all sales are final and non-refundable. All Gift Card sales are final.
At Sparrow & Oak, we take great pride in ensuring that your products arrive in great condition, however if for some reason, your gift arrives damaged, please contact us at info@sparrowandoak,com within 48 hours of receipt, and we would be happy to work with you to resolve the situation. Please take photos of the damages and have your proof of purchase available.
INCORRECT ITEMS RECEIVED OR MISSING ITEMS
If we shipped the wrong item or have left items out of the order, please contact us at firstname.lastname@example.org within 72 hours with proof of purchase/order confirmation details and we will happily send you the correct items.
CAN I CANCEL AN ORDER ONCE ITS BEEN PLACED?
If you have placed an order for a gift that has not yet been sent out, you may cancel by emailing email@example.com for a full refund. We do not offer refunds or exchanges on gifts once they have been sent out.
Please do not return an item to Sparrow & Oak without first contacting us about your concern. Returned goods that need to be shipped back to the buyer will be at the expense of the buyer.
CUSTOM GIFT DESIGN VS. BUILD YOUR OWN GIFT BOX
Custom gift design and building your own gift box online are two separate services.
BUILD YOUR OWN GIFT BOX
You can conveniently build your own gift box using products available to you on the website. Select items from the shop to add your box and we will ship it directly to you or the recipient, based on the special instructions you leave for us.
CUSTOM GIFT DESIGN
Sparrow & Oak Custom Gift Design allows you to create a gift customized to your specifications by working directly with us. This is a great option for companies and corporate events, weddings and special occasions to name a few. Each custom project is designed to your specific gifting needs. Through communication and consultation, we will develop a sense of your vision in order to prepare something truly unique and memorable for the recipients. We will discuss appropriate timelines for project completion which includes design, product sourcing, assembly, and shipping to your destination.
Custom gift orders require a minimum order of 10 or more gifts to be considered custom and typically require sourcing unique products to suit your needs, that may not be available on sparrowandoak.com.
Larger custom projects typically require approximately 5-7 weeks from start to finish. We can accommodate rush orders in some instances depending on the products and materials sourced for your gift.
Please fill out our Custom Gift Design Form or email us at firstname.lastname@example.org to tell us more about your custom gifting needs and to get started on your project.
DO ALL GIFTS ARRIVE EXACTLY AS SHOWN ON THE WEBSITE?
If items shown in the pre-curated gifts on our website are no longer available, we will reach out to you with alternative options. If a substitution is required we will always select the most appropriate items for your special gift of equal or greater value.
When designing your own gift box, we will send you a photo of the finished product before sending it out. Our goal is always to exceed your expectations and to offer you beautiful quality gifts and excellent customer service.
CAN I ADD A PERSONAL NOTE/CARD TO MY GIFT?
Absolutely! Every gift comes with a handwritten, personal note to your recipient on one of our Sparrow & Oak blank cards. You may also choose to purchase a greeting card from our shop.
Add your personal message to the add personal message option or in the special instructions. Please indicate if you have purchased a greeting card to be used instead of our blank cards.
Be sure to verify the details of your message including the correct spelling of the recipient’s name. We will write the message exactly as shown.
If you forgot to add your personal note before ordering, please send us an email to email@example.com with your order number and note request and we'll add it!
I AM A CANADIAN VENDOR/MAKER INTERESTED IN HAVING MY PRODUCTS SOLD IN YOUR SHOP/ADDED TO YOUR GIFT BOXES - HOW DO I MAKE THIS HAPPEN?
We are always on the lookout for fabulous Canadian made goods! Please reach out to Amy at firstname.lastname@example.org if you feel your brand would be a great fit for Sparrow & Oak! We look forward to connecting with you!