Question 1

Shipping Policy

Accepted Answer

All in-stock orders ship within 2 – 4 business days upon receipt (excluding holidays and weekends). Orders received after 2:00pm EST will be processed the next business day. If you require your order by a specific date, please contact us at info@ashandoakgifts.com and we will do our best to accommodate your request.  Shipping/delivery times may vary slightly depending on order size, location and preferred date.

Once your order has been shipped, you will receive a shipping confirmation email with your tracking information.  Please note that if your order has been sent out, we are no longer able to make changes, however we will do our best to facilitate requests with our shipping and delivery partners.

SENDING TO MULTIPLE ADDRESSES & BULK ORDERS
​If you are shipping more than one box to multiple locations, please create separate orders for each gift box by checking them out individually. If you are shipping multiple boxes to the same location, please contact us at  info@ashandoakgifts.com to receive a custom shipping quote.

Question 2

Shipping/Delivery Rates

Accepted Answer

Orders are subject to a flat rate shipping fee per box.  Please note that Canada-wide shipping can take up to 5 - 10 business day to arrive.  Shipments and deliveries within Toronto & the GTA should arrive within 1-3 business days for in-stock items. Please be advised that we cannot guarantee exact shipping times with carriers and prepare for possible delays due to high volume.  You will be able to view the applicable shipping rate prior to check out.

Ontario & Canada-wide Shipping
$15-$25 flat rates (depending on size of gift item)
​Shipped via Canpar

Delivery
$15 flat rate
Hand delivery using a local courier is available Monday through Friday for the following areas:
- City of Toronto
- York Region (limited)
- Mississauga (limited)
This delivery option will be determined by the shipping address and will appear at checkout if applicable.

Question 3

Large Order Policies

Accepted Answer

• Upon gift design approval, the client must provide a 50% deposit when invoiced to secure the gift order. To ensure your gifts arrive on the desired date, please note the production times outlined below. Large orders (10+ gifts) are not processed until a deposit is received. Deposits are non refundable.
 • Please note we are limited in our ability to make changes to your order once it has been processed. The client must notify us immediately to request a change and we will do our best to accommodate the request with our vendors.
 • The client must provide a high resolution logo(s) and any additional information to Ash & Oak Gifts in order to personalize each gift, if required
 • Customization including engraving, etching, embossment, debossment and printing are completed by a third party vendor. We make every effort to inspect items for quality control; however, delays may occur if reprint is required.
 • We reserve the right to make substitutions of equal or greater value as required to ensure the timely delivery of your gifts. Our intention is to always send gifts as shown, however; all items are subject to supplier availability and some colours and packaging may vary.
 • Custom gifts are final sale.

Question 4

Exchange/Return Policy

Accepted Answer

All gifts and gift boxes are prepared with care to ensure products are delivered safely and securely.  In the rare event that an item arrives to you damaged or incorrect, please contact us within 48 hours of receiving your gift and we will do our best to provide a replacement.  
 
Exchanges and order cancellations of in-stock items are only accepted if the item or gift box has not been sent out.  Once the gift has been sent out there are no refunds or exchanges.  Orders that require a deposit can only be altered/cancelled if the order has not been processed.  Deposits are non-refundable.  Personalized items are final sale.

Question 5

Privacy Policy

Accepted Answer

The security of our clients' personal information is a priority for us. Our website and payment provider complies with Payment Card Industry Data Security Standards (PCI DSS). The PCI DSS is the highest information security standard for organizations or companies that accept credit card payments. This standard provides protection of the privacy and confidentiality of the cardholder's data used to complete an online transaction. 
 
We may use your Personal Information to contact you with newsletters, marketing or promotional materials and other information that you agree to under the Canadian Anti-Spam Legislation (CASL).  If you wish to opt out of receiving emails from us, please click 'unsubscribe' at the bottom of our email communications.  
 
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Question 6

Substitutions

Accepted Answer

We reserve the right to make substitutions of equal or greater value as required to ensure the timely delivery of your gifts.  Our intention is to always send gifts as shown, however; all items are subject to supplier availability and some colours and packaging may vary.  Seasonal or one-of-a-kind gifts will be clearly labelled on our website.

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