RETURNS & EXCHANGES:
// Is there a return policy?
We accept returns within 30 days of the item being marked "shipped". Please email us directly at email@example.com so we can process your return. The item must be undamaged and remain in its original packaging. That means that all planners must remain in their original shrink wrapping. Refunds are only offered as store credit and we are not responsible for return shipping costs.
// What do I do if I want a refund or an exchange?
We really want you to love your purchase. If you have any questions or concerns about refunds or exchanges, please email us at firstname.lastname@example.org and we will be happy to help you. Refunds are only offered as store credit and we are not responsible for return shipping costs.
// Can I make changes once I have placed an order?
You can make changes to your order within 4 hours of when your order is placed. We will try our best to make changes to orders and update your shipping address but we can only do this between 11am and 5pm each day. All orders placed between 5pm and 11am the next day we will be final and may incur additional shipping costs if items have to be added so make sure your order is correct when you place it.
// How can I cancel an order I have placed?
As long as the order hasn’t been shipped yet, you can still cancel the order. The order usually takes only a few hours to ship and sometimes can even go out quicker. All orders placed between 5pm and 11am the next day we will be final as we are unable to stop them from going out.
// I got an offer for free stickers but I can’t get the code to work what do I do?
Exciting! There are a few things that could be going wrong: 1) make sure you have at least 2 items in your cart (stickers and 1 other item) 2) you can only use one promotion at a time so you cannot combine the sticker code with another code 3) make sure you’ve actually added the stickers to your cart. You can find them all here.
// I haven't received my order, what should I do?
Please email us directly at email@example.com and we will be happy to help you.
// Are your prices in USD?
Yes all prices are in USD. The reason why we charge in USD is because most of our customers are based there and our e-comm platform is also US-based. We are working towards offering dual currency but it’s quite expensive to operate so as a small business. We are working towards offering this but currently this is not an option unfortunately.
// How long does it take to process my order?
We offer very fast shipping and orders go out daily. We are basically amazon! Most orders typically go out the same day if placed before 11am or the next day if placed after 11am.
// What shipping method do you use?
We use a few different shipping methods and are always looking for the quickest and safest option. Sometimes we ship using USPS or Canada Post and sometimes we use Fedex. Regardless, you will always receive a tracking number once the order has been fulfilled. If you’re having issues with your tracking number please email us at firstname.lastname@example.org
If you need your parcel sooner due to a birthday or another life event please email us at email@example.com before placing your order so we can ship your order according to your needs.
// Do you ship internationally?
Yes, STIL ships internationally to most countries.
// How much is the customs tax?
The customs tax depends on the country that the order is being shipped to. Please check your country’s custom office to see if there are any additional costs prior to purchasing the planner.
// Where are your planners printed and designed?
Our planners are designed in our beautiful Vancouver studio. They are printed and bound by a few different printers and binderies who do everything from foiling to coiling and we absolutely love working with them. They love their craft as much as we do and that's very important to us.
// Who designs the products?
// Where was the company founded?
The company was founded in 2014 in beautiful Vancouver, British Columbia by Marissa Cristina. You can read more here.
// Does STIL offer a corporate discount for bulk orders?
Yes , we do! Please email us directly at firstname.lastname@example.org and we will be happy to discuss with you.
// Does STIL have any partnership opportunities?
We’re always looking for partnerships so please reach out to us at at email@example.com.