Where and how much
Rates and delivery.
Costs are confirmed by reply when you order, before anything is paid. You will never be surprised by a shipping charge after the fact.
Nothing here is guessed. Rates, delivery windows, whether orders go outside Canada, and whether local pickup is an option all come from the band office. A shipping page that invents a delivery time is the fastest way to generate a phone call.
The route
How an order travels.
You send it
Every item in the store opens an email to the band office with the item already filled in. Add your size, how many, your name and your full shipping address.
A postal code and a phone number save a round trip. Both are worth including even though the form does not insist.
We confirm the total
Someone replies with the item cost, shipping to your address, and how to pay. Nothing is charged through this website.
If the size you asked for has gone, you hear about it at this point rather than after paying.
It gets packed and posted
Orders are packed and sent from the band office. This is not a warehouse, so orders go out on the days someone is there to send them.
Where tracking is available you get the number by email once the parcel is on its way.
Returns
If something is wrong.
Faulty, damaged or not what you ordered
That gets fixed, always.
If an item arrives faulty, damaged in the post, or is not what you ordered, it is replaced or refunded. There is no window on that and no argument about it.
Photograph the item and the packaging before you do anything else, then email the band office. The photographs are what make a claim against the carrier possible, and they are much harder to take after the box has gone in the bin.
Do not send anything back before you have spoken to someone. Return postage on an unannounced parcel is usually wasted, and it can arrive without anyone knowing what it is or whose it was.
Changed your mind
Talk to us and we will work it out.
Sizing is the usual reason, and an exchange is normally simpler for everyone than a refund. Get in touch and say what you need.
Still to confirm. How long you have on a change of mind, who pays return postage, whether items have to be unworn and tagged, and whether anything is excluded. Custom and made-to-order pieces usually are, and if the store sells any, that has to be said on the item itself and not only here.
Sizing
Ask before you guess.
Sizes listed on an item are what is in stock, not the full range that exists. If yours is not showing, call and ask rather than assuming it has gone for good.
Anything handmade varies slightly piece to piece in colour, finish and fit. That is the nature of it rather than a fault, and it is worth knowing before you order rather than after.
Bulk and group orders
Schools, teams and events.
Larger orders are arranged by hand rather than through the store. Call the band office with numbers, sizes and the date you need them by, and allow more time than a single item would take.