REFUND CONDITIONS

✴ Refunds must be requested within 14 days of the package delivery date; returns must be received within 30 days of the original package delivery date.

✴ Only clean, undamaged items are eligible for refund.

✴ For clean, undamaged items, a 15% restocking fee applies.

✴ The shipping fee included with the original purchase is non-refundable.

✴ Return shipping costs are the buyer’s responsibility.

✴ The buyer MUST include LIABILITY coverage on the item’s carriage value (original list price in CAD), package TRACKING, and a DIRECT SIGNATURE option when purchasing return shipping. Items lost or damaged in transit will not be eligible for refund, but may qualify for a claim settlement.


INSTRUCTIONS FOR RETURNS

1. Write us at studio@flintstitch.com to notify us that you wish to return your item. You must include pictures of your clean, undamaged item.

2. You will have to confirm that you have carefully read and understood this section (Refund Conditions, Instructions for Returns, and Refund Processing Delays).

3. If we agree to a refund, please package your item carefully!
a. Protect the frame (corners, glass, dust cover)
b. Keep your item away from any printed materials
c. Re-use our sturdy packaging materials if possible
d. Ensure that the item does not move around inside the box

4. IMPORTANT: If you are returning an item from the US, you must include all necessary customs paperwork. (We will provide full details in due time.)

5. Return your item to the provided address. Be sure to purchase liability on your item’s price in CAD, tracking, and a direct signature option.

6. We will notify you once we have received your return.

– If your return is clean and undamaged, a refund will be issued to your original payment method.

– If your return is stained or damaged due to inadequate packaging—i.e., the item is stained/damaged, but outer packaging is intact—, it will not be eligible for regular refund, even if it was clean and undamaged before shipping. A partial refund may or may not be issued; any refundable amount will be determined at our sole discretion. Again, please pack carefully.

– If your return is lost or damaged by your shipping provider, no refund will be issued in case of loss, and no refund is guaranteed in case of damage. We may advise you to file a claim with your shipping provider.


REFUND PROCESSING DELAYS

For credit card payments, please allow up to 10 business days for processing. PayPal refunds usually take up to 5 business days to complete, but in some cases may take up to 30 days, depending on the card company.

We do everything we can to ensure your item arrives intact.

If your item was damaged upon arrival,

1. Please email us within 5 days of order delivery at studio@flintstitch.com.

Describe the damage, and let us know how we can help. Options available—e.g., compensation, repair, replacement, etc.—will depend on the nature and extent of the damage to your item.

2. In your email, include these pictures:

a. outer packaging damage (before opening the box)
b. inner packaging damage
c. damage to the item

If appropriate, we will file a claim with your shipping provider and let you know what happens next. (Buyers and senders can both file a claim, but only senders can receive settlements from shipping providers. For faster processing, if a claim is warranted, please let us file it on your behalf.)

3. Keep your item’s box, packaging and related documentation until the claim resolution process is complete, and/or until your issue is resolved.

4. If and when we receive a settlement on your behalf, we will notify you and let you know how and when you can expect your funds.

We are committed to buyer satisfaction and will work to resolve your issues as quickly as possible.

If you think your item was lost in transit,


1. First, please allow 10 business days for delivery (to Canada) or 15 business days for delivery (US).

2. If you still have not received your package, use your tracking number/ID to get a shipping update at canadapost-postescanada.ca or fedex.com.

3. If the tracking tool indicates abnormal shipping delays, write us at studio@flintstitch.com. We will contact the service to inquire and file a claim if necessary. (Buyers and senders can both file a claim, but only senders can receive settlements from shipping providers. For faster processing, if a claim is warranted, please let us file it on your behalf.)

We are committed to buyer satisfaction and will work to resolve your issue as quickly as possible.

Please write us at studio@flintstitch.com with your name, the date of your purchase, your item’s title or description, your shipping address, and the issue you are experiencing.

We are committed to buyer satisfaction and will work to resolve any issue as quickly as possible.

Your valuable feedback is always welcome.