Return Policy
There are a few reasons that one may wish to cancel an order or request a refund. Here are our policies:
Cancelling An Order
You may cancel your order, for any reason, and receive a full refund provided your order has not been shipped. Most orders are packed and shipped within 1-2 business days from the time they are received. Please contact us if you need to know the status of your order and we will advise you whether or not your order can be cancelled for a full refund.
We are afraid we cannot accept cancellations once an order is shipped.
Returns
We can accept returns only when products are purchased through the coswebb.ca website or the TownshipsOrganic Etsy shop. If you have purchased Cosman & Webb product(s) through an independent retailer, please arrange your return or exchange with that retailer, which will be subject to that retailer's own returns and exchange policy.
We can accept returns within 30 days of a customer receiving their order. If 30 days has passed since receiving your order, we are afraid we cannot accept the return. The tracking number date of delivery will be used to determine the day the order was received.
To be eligible for a return, your item(s) must be unopened, in the same condition as they were received, and in their original packaging.
* If your maple syrup developes a moldy film, it is because it wasn't properly refrigerated after opening. Cosman & Webb is not responsible for replacing maple syrup that has spoiled.* Cosman & Webb is not responsible for guaranteeing estimated delivery dates. Shipping times vary, particularly during extreme weather events or disruptions to postal or courier services. Please consider ordering well in advance, especially during the holiday season.
Shipping Returns
To return your product(s), please mail them to to our BC warehouse:
Cosman & Webb, PO Box 20035, Duncan, BC, V9L 5H1.
You are responsible for paying the shipping costs for returning your item(s). When we receive your returned item(s), we will issue a refund with the original, actual shipping cost deducted (shipping costs are non-refundable). Please consider using a trackable shipping service or purchasing shipping insurance.
Damaged Orders
It is very rare for Cosman & Webb products to be damaged during shipping and we take full responsibility for their safe packaging. If any of your order is damaged during the shipping process, Cosman & Webb will either replace your product(s) or refund your payment, depending on product availability and what is agreed upon by Cosman & Webb and the customer. Sufficient photographs showing proof of both the damaged goods and parcel box are required before any refund or replacement is considered.
Lost Orders
If you have not received your order but your tracking reference states your order has been delivered, please take the following steps:
Search for the parcel: when the tracking reference indicates that a parcel was successfully delivered, it means the item arrived as addressed. Some addresses do not have deliveries directly to their door; you may need to check a second location on the property, a mail room, a front desk, a safe-drop location, or a parcel locker (a key will be left in your box). Also, check with everyone in your household or workplace as another person may have received or retrieved the item. *Note: in some cases, a delivery scan is entered into a tracking system before the item is delivered. If you cannot locate the item using the tips above, please allow 24 hours for updates or final delivery.
Contact Cosman & Webb: if you are still unable to locate your parcel, please contact us and we will put in a claim with Canada Post or the courier that was used. Please know that it takes a few weeks for an investigation to be conducted and we cannot issue a refund or ship another order until the investigation is complete.
Incorrect Addresses & Unclaimed Orders
If you have entered in an incorrect shipping address and your order has already shipped, or if your parcel was delivered but wasn’t claimed in time, the parcel will eventually be returned to us. If this has happened to you, please contact us so that we can discuss our next steps. To reship your order, an invoice for the full shipping amount will be generated and must be paid for before the order is resent.
Please make sure your address is complete and correct before submitting your order. We are charged for all return shipments and we cannot recover this cost. Please know that the $15 (for Canada) and $25 (for the US) shipping fees are lower than our actual shipping costs.
All Other Queries
If you are unhappy, we'd like to make it right. Please contact us at any time for any reason.