Where do you ship from and do you ship to my country?
We ship from our studio in Ontario, Canada. We offer free shipping within Canada and the USA with non promotional sales. Please contact customer care if you need your blanket expedited. Fees will apply. For international shipping, please contact us to inquire about shipping rates to your country.
Do I have to pay import taxes or duties?
We cover taxes and duties to the USA of orders under $800.00. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country of destination if your order is over $800.00. Unfortunately, we have no control over these charges as customs policies vary by country. If you have any questions related to customs charges you are advised to contact your local customs. For international order, we do give a low fee shipping rate but unfortunately we do not cover taxes and duties and you are liable for all import duties, customs and local sales taxes.
Do I get a cheaper shipping rate if I order in bulk?
Due to the weight of our blankets, each item is shipped as separated parcels. However we can reduce the price for shipping by a percentage if you have over 40 pounds.
How can I track my order?
Customer care will provide you with a tracking number once you’ve been notified your item has been shipped.
Do you accept returns?
Our blankets are made to order and are completely custom. We regret to inform you that we do not accept returns or refunds. Each blanket is quality checked prior to shipping to you. If your blanket is damaged or defective, please contact us.
Can I cancel my order?
Payment cancellation and money back is possible within 24 hours of purchase. Since all our items are made to order, exchanges are not provided. After 24 hours we will not be able to cancel your order as the material for your blanket has been processed at this point unless mentioned on our site that we are out of stock. We will be happy to refund you 50% of your original payment back or give you a credit towards another future purchase if your order is cancelled after 24 hours.
What if my blanket is damaged or defective?
You can send multiple detailed pictures of both the front and back of your blanket for us to assess. If your images fit the requirements and are approved, you can send your blanket back to our studio and we will send you a new one in exchange. We are not responsible for your shipment back to our studio but we will cover the cost to ship a new one to you. Your new blanket will get shipped out once we receive your defective one.
I notice there are gaps between the wool and the backed velvet?
This is not accepted as defective unless the thread is clearly broken and the backing is separating from the wool. Our blankets are made with integrity. We use state of the art bonded thread that is used to sew the backing to the wool. This thread is typically used for outdoor projects such as patio furniture, marine/boat cushions, awnings, and more. We ensure that it is the highest quality and has high durable performance. The woven wool pattern is textured, therefore when we sew the backing to it there may be a couple openings between the wool and velvet where you can push your finger through but of course we encourage you not to do that. Only if you see thread that is broken with the separated backing is when it is considered defective. Otherwise your blanket will not come apart while in use over the years.
If your item is defective, it must be sent back with its original packaging. The item must be unharmed nor can it be altered in any way. If the item does not fit these requirements based on the images sent and approved, it will not be accepted and will be sent back to the customer at their own cost.