All credit card transactions are encrypted with an SSL certificate and secured. 

Payments/Currency

We accept Visa, Mastercard, and American Express. Email Interac available for Canadian customers by special request.

Handmade quality

Because all of our items are made one by one from wood and by hand, there is a strong chance that they may be different at times from the stock photo on the site. The beauty of nature is that it is wonderfully unique, and as such, each tree is an individual – just like you. We strive to take photos that are reflective of what you can expect in person and include real-life use so that you know what to expect. The individual marks of wood (like knots, grain variation, wood colour, and texture) are proof of quality, not defects. They are something to cherish and celebrate, and the defining factor that makes yours an heirloom piece.

Colour variation

Each item is hand-painted, one by one. We mix the paint colours by hand and while we work hard to ensure that each shade matches, variations may occur as a result of our paint supplier’s paint composition. There may also be a difference in colour between what you see on your screen and what you receive in real life. This is due to different monitors and displays, and while we wish there was just one universal monitor for everyone, that isn’t the case.

 Privacy

We respect your privacy. We will not share your personal information ever for any reason other than what is required to process your order (i.e. encrypted credit card information to VISA/ Mastercard and address information and phone number to our shipper such as Canada Post).

Shipping Times

Alas, we are in a global pandemic without a predictable end to the uncertainty it has created. Despite this, we and our shipping carrier(s) are working hard to get your goodies to you as quickly as we can. Please understand that unforeseen circumstances like wildfires, snow storms, hurricanes, and other acts of Mother Nature (including COVID-19) can and do cause disruptions in the postal service. While we wish we could just fold our arms, blink, and insta-transport everything to you, that just isn’t possible. Sigh. Once your goodies leave our hands, their adventure to you is out of our control. Postal carriers are real people with real hearts who are doing their best in this global situation. We know it’s tough but patience and kindness go a long way. If you can, plan to order far ahead (especially if you’re not in North America) for those big events (like birthdays, Easter, Back To School, and Christmas or Hanukkah) to give us plenty of time to make your item and get it into the post to you.

PLEASE NOTE: Orders placed and received before NOVEMBER 15, 2020 ARE GUARANTEED TO ARRIVE BY CHRISTMAS FOR NORTH AMERICA ONLY. For everywhere else in the world, orders must be placed and received by September 22, 2020 for guaranteed Christmas arrival, unless you select Air (not Surface). All Air orders to Europe and Australia must be received by October 1, 2020 to guarantee arrival for Christmas.

CANADA: Basic shipping is tracked and can take up to 10 business days (14 to 21 days for larger items like the Foldable Climbing Triangles), depending on where you are within the country (sometimes it can be as short as 2 days). If you would like to receive your package sooner please choose a faster shipping option when you check out.

USA: Basic shipping is untracked air. If you would like your package to be tracked please select a different shipping option when you check out. PLEASE include your phone number in a note when you make your purchase; our customs form requires it and not including it may delay shipping to you.

Europe, Australia and around the world: Basic shipping is untracked surface and CAN TAKE UP TO 12 WEEKS (which is why it is so affordable). If you would like to receive your package sooner please select AIR when you check out. If you would like tracking on your package please choose that option. Regardless of the method you choose, PLEASE include your phone number in a note when you make your purchase; our customs form requires it and not including it may delay shipping to you. We promise that we will not share your phone number or address information with anyone other than our shipping carrier(s).

Please, please note: you may or may not have to pay customs fees if you live outside of Canada. I have no control over this as it is the result of trade agreements from the leaders of our countries.

Feedback

Like our children, we are constantly learning and evolving. All of us (especially you!) have wonderfully unique ideas, and it only makes our children’s lives more enriched when we all collaborate. If you have any feedback or ideas for us, we’d love to hear it. Please reach out via our spiffy Contact Us form on our site.