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    FAQs & Policies

    FAQ

    What is your return policy?
    Canadian Villages has a 14-day window for exchanges or returns for all items. To receive a full refund items need to be unused, undamaged and returned in original packaging when we receive it back in order for you to receive the full refund. Shipping charges will be deducted from the refund and a 15% restocking fee may apply.

    Is shipping included?
    Shipping is not included in our retail prices. However, it can be cost effective to order a number of items at one time as Canada Post shipping rates are calculated by weight categories. In many cases you can order two buildings, a few figurines and a few accessories for the same shipping cost as one building. Often a standard shipping rate is applicable to multiple products.


    How long does it take to receive a response to an email?
    We want to provide you with timely and accurate information. We strive to respond within one business day. During busy times it may take an extra day or two to get back to you. We will work as quickly as possible to keep in touch with you.


    Why are are some pieces individually packed for shipments?
    Items with moving parts have been individually packaged and placed in thicker shipment boxes. Canadian Villages has chosen this method to help reduce the chance of shipping and handling damage to these pieces.

    How do I return an item?
    To start the return process, please email us at canadianvillages@gmail.com


    Do you charge International Tariff Charges?
    If you are ordering from outside of Canada, shipping costs do not include International Tariff Charges. When you receive the product, you are responsible for paying those charges.

    Shopify
    Shopify Inc. provides Canadian Villages with an online e-commerce platform
    Shopify stores your data on a secure server behind a firewall.


    Payment
    Your purchase transaction data is stored on Shopify's servers to complete your purchase transaction. After that is complete, your purchase transaction data is deleted.
    For additional information, read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).



    Return/Exchange Policy

    Return
    We have a 14 day return policy. In order to receive the full refund (the minus shipping and restocking fee), the item must be unused, undamaged and returned in original packaging when we receive it back. The return shipment fee will be deducted from your refund and a 15% restocking fee may apply. You may also choose to have the item refunded back to your payment method or for store credit. Please contact us at canadianvillages@gmail.com
    Please contact canadianvillages@gmail.com and do not send your purchase back to the manufacturer.


    Exchanges
    Canadian Villages will replace items if they are defective or damaged upon receipt. Please send us an email at canadianvillages@gmail.com to start the replacement process.