Shipping
Items ordered can be shipped world wide.
Free orders are always shipped via Canada Post. Larger volume and heavier orders will be shipped by the most economical method, unless you make a special request. Special requests and rush orders (if you have contacted us and made special arrangements) are shipped based on agreement with you and all shipping costs are paid by you.
Orders are normally shipped within 5 to 10 business days from when they are received. Most orders are delivered within two weeks, but please expect up to six weeks for delivery, or longer for international destinations.
Tracking
At this time, because the majority of orders are free and all are at-cost (cost of printing only), we do not offer tracking—you can email orders@cowsandfish.org to check on your order if you have not received it, or are wondering when it was shipped (or will be shipped).
Returns & Exchanges
Did we make an error and send the wrong thing? We apologise for any errors and hope you will let us know right away so we can correct it. Please keep in mind we are trying to keep our costs to a minimum, and since we do not charge you any shipping or handling, we will ask that you pay for the return shipping costs. unless we made an error.
Cancellations
Orders may be cancelled or changed as long as items have not already shipped. To cancel or change an order, contact orders@cowsandfish.org and specify the order number of your order, so we can verify that it matches the original order. If it has been shipped, then we will ask that you pay for it or return it in new condition and we will then refund you (less any special shipping you may have requested).
Exchanges
Small or slight variations in printing colour may naturally occur – please recognise that this variation is natural and we will not be replacing items for this reason.
If you received a free order, but wanted some other items instead or in addition to, then please make another free order, and share the first order with someone that will enjoy learning about riparian areas and their management.
Exchanges:
Items that were free to you: Since most order of our educational materials are provided to you, thanks to our funders, for free, we do not normally provided exchanges (it costs more to do this). If you would have preferred another item than what you ordered – simply place another free order for the additional item(s) and share the first order with someone that will enjoy it.
If you paid for items: Because all of our materials are provided to you, thanks to our funders, at only the cost of printing (no ‘handling’ nor profit margin included), we encourage you to simply keep the first item(s), share them with a friend or colleague, and place another order. If you accidentally ordered the wrong item and will not be using it or passing it onto someone who can, then of course send it back to us (in new condition only) and make an order that includes what you actually want. If you happen to be near one of our office locations, you can also drop the new item(s) off and let our staff know – if they can’t replace it on site with what you had intended to order, they can let our office that does the mailings know they have received your item(s) back. If there is a difference in cost, we will ask you to pay the difference if you owe more; if we owe you funds, we’ll reimburse you.
Refunds and Replacements
Refunds only apply if you paid for item(s). Replacements here apply only to items you paid for; if you received free items, that were damaged and need replacing, simply reorder and tell us what happened. If you paid for something and it was lost or damaged, follow the steps below.
To be eligible for a refund, items must be returned within 30 days of receipt, in new condition. Refunds will be issued in the same form of payment as the purchase was made.
If you paid for an order but want to return it or have it replaced, request a return for a refund or replacement, by contacting us at orders@cowsandfish.org with “Refund request” or “Replacement request” in the subject line, and include the following details in the email:
• Confirm your original mailing address and order number so we can match it to our records
• Specify whether you would like a refund or replacement
• Specify what item(s), require refund or replacement, since there may be only part of your order you are needing refunded or replaced
• Provide the reason for the refund or replacement (including photos showing damage to items you received, for instance)
You are responsible for return shipping costs.
Returns: Once your return items have been received and reviewed, a refund will be issued.
Replacements: Once your email with the above information is received and reviewed, we will send a replacement or contact you if we have questions.
