Shipping & Returns

shipping

Shipping policy

Processing time & Shipping time:
Processing time is the time it takes to prepare your order for shipment.
Shipping time is the time it takes for your order to arrive, from the moment we sent it to the address you provided.

Estimated time:
Processing time is usually 1-3 business days. Shipping time depends on your location:
Canada: 2-6 business days
USA: 3-8 business days
Europe: 5-14 business days
Australia & New Zealand: 1-5 weeks

Shipping Servise:
All orders are shipped by Canada Post. If you are outside of Canada that means that your package will travel through international postal systems, and will be delivered to you by your local post.

Packaging:
Your order will be packaged in a compostable non-plastic protective sleeve. If your order contains more than one item, we may package the items in one sleeve in order to reduce waste and avoid charging higher prices for the materials. 
Your order will be shipped in a rigid mailer with carton backing and "do not bend" stickers, to ensure it arrives at your doorstep in perfect condition.

Customs Duty:
Depending on the local laws in your country of residence, custom duties may apply.
Knuffel is not responsible for paying any customs duty in your country.

Changing Delivery address:
The address you provided at checkout is the address that your order will be shipped to. After placing you order it will not be possible to make any changes, and no refunds will be issued.

However, if your order was not shipped yet and still is processing, we might be able to make the address change. If you need to request an address change, please contact us ASAP.
Address change will be charged a 5$ fee, and any additional shipping costs to the new address. A confirmation email will be sent to you if the address change request was accepted. If you only receive a shipping notification, that means that your order was processed earlier, and unfortionitlly we won't be able to accept your address change request or issue a refund.

Damaged Package:
We make sure that every order is packaged and shipped safely, in order to avoid such situations. However, if along the way your package was damaged, please contact us within 24 hours so that we can help resolve the situation.
You will be asked to provide pictures of the damaged package and of the damaged items.

Missing Package:
If your package didn't arrive within the estimated shipping time, please contact us and we will do our best to help resolve the situation.

 

Returns policy

We accept returns of unopened items within 30 days of receiving your order. Opened, used, items on sale and custom made items can not be returned. 

Before shipping the items you wish to return:
Returns must include a copy of your recipe, and meet our packaging standard (see below)
Please contact us and let us know to expect your package. 

Knuffel products bought in other stores:
Only items ordered in this website or in our etsy shop can be returned to us. Knuffel products that were purchased at other stores will not be accepted.

Returning only part of the items ordered:
If you bought more than one item, and you wish to return part of the products but not all of them, that is fine (as long as you meet our return policy). Please note that items that are sold as a bundle or as a single item can not be divided into individual items.

Shipping the returned items:
You are responsible for shipping the items back to us and for the shipping costs. 
If your returned items were damaged on the way back to us due to poor packaging*, we will not be able to accept them or refund you.
*Poor packaging is packaging that fails to provide the right conditions for safe arrival. We ask that you use the same packaging methods that were used to send you the package: rigid mailer, carton backing, "do not bend" writing on both sides and a protective sleeve.

Refunds:
After we receive the returned items in good condition, you will be refunded within 14 business days. Shipping costs will not be refunded.


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