Get the answers you need from ordering to receiving your order, and more. Please contact us if you have additional questions. We will be happy to hear from you.
Q: What are your hours?
A: Our hours are Monday – Friday, 8:30 a.m. – 4:30 p.m. EST.
Q: How quickly would you answer my emails or order request?
A: We generally answer emails within 2 to 4 hours during business hours Monday - Friday.
Q: What is the currency on this website?
A: Canadian dollars. For U.S. customers wishing to make a purchase, a PayPal invoice will be sent in U.S. dollars after you accept our quote.
Q: Do I have to pay tax?
A: Canadian Residents Only: We charge GST or HST where applicable for all Canadian residents.
Q: What methods of payment do you accept?
A: Our cart accepts most major credit cards and PayPal (which includes Visa, Mastercard, Discover and AMEX). We also accept Interac e-Transfer.
Q: When will my order be shipped?
A: Orders paid for by 8:00 p.m. EST are generally shipped the next business day or within 24-48 hours. Once your order is shipped we will send you an email with tracking if applicable. Please check your emails within 24 hours of placing your order in case we have to contact you about your order.
Q: What carrier and method of delivery do you use for shipping?
A: We are currently using UPS and other carriers. Once Canada Post starts to accept new items, we will include Canada Post as a carrier.
Q: What if I don't receive my order within the timeline you gave me?
A: Please check your tracking number where applicable. If you are concerned, please email us. We will respond right away.
Q: What if my items were damaged in transit?
A: Please email us right away and describe the condition of the item(s). Please provide details on the damage.
Q: What if my package is lost in the mail?
A: If your package is very late, please contact us. We will respond right away and put a trace on your package as soon as our carrier allows us to. If your item is insured and cannot be traced, we will issue a full refund. You will be contacted by our carrier (by email) to confirm with you that you did not receive the item.
Q: What if my package is not insured?
A: Contact us. All parcel items are insured.
Q: Do you ship to an international address (outside Canada)?
A: Please contact us if you wish to place an order via tracked parcel.
Q: How well is my order going to be packed?
A: All orders are professionally packed with high quality shipping supplies. We take into consideration what can happen in transit.
Q: Do you accept returns?
A: Yes - as long as you return the items in the same condition you received them. For purchases from this website, we accept returns up to 30 days from the date of sale. Please contact us first for a return authorization number and/or further information. Upon receipt we will refund the full purchase price of the merchandise less the shipping you paid. We do not refund shipping charges or pay for return shipping unless in rare instances the item is damaged, defective or otherwise not acceptable due to a situation that was our fault, the fault of the carrier or the manufacturer. In this instance, please contact us right away so that we may rectify the situation immediately.
Q: What is the best way to contact you?
A: You may either contact us through this link or the link on the website, or send us an email at sales@shopmillerlake.com.
Cheers,
The Miller Lake Trading Company