Frequently Asked Questions

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 and within 24 hours on holidays and weekends.

Q: What is the currency on this website?

A: Canadian dollars.

Q: Do you charge in US dollars?

A: If you use PayPal, the currency will convert to the currency of your account. If you live in the United States and prefer an invoice in US dollars instead, we will email an invoice in US dollars using the daily currency exchange rate to the Canadian dollar. If you pay with Visa or Mastercard (not with a PayPal account), then your credit card company will charge you in the currency that your credit card is in. Currently, the US dollar is stronger than the Canadian dollar. This means the dollar amount you will see on your credit card or PayPal statement in US dollars will be a lower amount than the dollar amount you see on our website.

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: We accept Visa, Mastercard and PayPal (which includes Visa, Mastercard, Discover and AMEX, as well as echeck). We also accept cheques/checks/money orders in Canadian funds or the US equivalent. If paying by check or money order, please ensure that your money order is cashable in Canada (ask your financial institution if you are not sure).

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: Do you offer shipping specials?

A: Yes – We offer specials to Canadian and US Residents. We charge a flat rate parcel or trackable fee when shipping parcel items to destinations according to State or Province. Parcel includes any items that would weigh over 500 grams. Trackable packages are either parcels or another service we choose that can be tracked. Both parcel and trackable rates are identical. Any items added to that parcel or trackable fee will not be increased if your order increases. When you view your cart and enter your State/Province and Country available from the drop down menu, the shipping rate will be shown. We ship vintage postcards worldwide and the rates will be shown on the cart once you enter your country. For parcel items outside Canada and the United States, the cart will not accept an order. In this case, please email us and we will quote you a shipping rate. If you accept the rate, we will email you a PayPal invoice.

Q: What carrier and method of delivery do you use for shipping?

A: We generally use Canada Post. We also use FEDEX when requested, however, a higher fee will apply.

Q: When can I expect my order to arrive?

A: Depends on method of delivery and where you live. Canada Post Lettermail/Letterpost to Canada and the United States - generally 2 - 10 business days. Expedited Parcel to Canada and the United States - generally 2 - 8 business days. Faster delivery is available - please email for rates. For international parcel rates outside Canada and the United States - Small Packets, Letterpost or Parcel via Air - generally 6 - 10 business days depending on destination.

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 live in the United States, you could enter your tracking number on the USPS website as well as the Canada Post website. Please note that shipping dates refer to business days (not the shipping day, weekends or holidays). 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. In rare instances, regular mail items do get lost. We deal with these cases on an individual basis.

Q: Do you ship to an international address (outside Canada and the US)?

A: Yes. Please use the Canada Post parcel rate calculator to obtain an estimate of shipping. Our postal code is K1G 5K9. We generally use air shipping, however, please ask if you are interested in ground service. We will use ground shipping to certain countries by request.

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 the "Contact" link on this website or send us an email at sales@shopmillerlake.com.

Cheers,
The Miller Lake Trading Company

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