Orders & Shipping
Shipment transit times do not include order processing times: orders are typically processed within 1-2 Business Days. We do prioritize express shipments to ship the following Business Day depending on order volumes.
UPS Standard Shipping / 3-5 Business Days
UPS Express Saver Shipping / 2-3 Business Days
US Orders (Lower 48 States Only)
UPS Standard Shipping / 3-6 Business Days
UPS Express Saver / 2-3 Business Days
Once you place an order with us online you will receive an automatic order notification. Sometimes email providers can filter these images into the spam folder - we recommend taking a look there and marking the email as "not spam" so you receive future notifications regarding your order.
Orders ship Monday through Friday within 24-48 hours of being received. Delays can happen if we are experiencing larger than normal sales volumes although we try to keep these delays to a minimum.
Orders placed with us typically are processed within 1-2 business days before being shipped. You can track your order through the Shipment Notification email sent to your inbox. You can also sign up for text alerts regarding shipment delivery there. If you have an Old Faithful Shop account you can login there to see your order status as well.
If you are unsure about where your order is with one of the carriers please reach out to them directly:
Unfortunately damages can sometimes incur in transit despite our best packing efforts. If your order has arrived damaged please email us within 48 hours of delivery with your order number and include photos of the damaged item to email@example.com
There are several reasons why your order could be marked as delivered but you have not received it:
1. The delivery person scanned your package as delivered in advance of the delivery and your order is still in transit. It could be a few days before it is eventually delivered.
2. A neighbour or roommate has accepted the package on your behalf.
3. The carrier is utilizing a delivery bin and has left a key for the bin in your mail slot for you to retrieve the large package.
4. The delivery person has thoughtfully hidden your package on the porch behind a plant or somewhere discreet to avoid it being stolen.
If none of the above apply to you please double check your address on your order confirmation email to ensure your order was shipped to the correct address. If after 3 business days your order has not arrived please Contact Us and include your original order number so we may assist.
Returns & Exchanges
It is our hope that you're completely satisfied with your order, but in the chance that you are not, we will gladly accept returns for a full refund within 30 days of the items being shipped to you. All returns must include original packaging, tags and be in perfectly new condition.
We do not offer returns for items that are final sale, plants and perishable items nor gift cards. Shipping costs are non-refundable. Refunds are issued to the original payment method only. Orders with a gift receipt can be returned for exchange or store credit only.
Special Order items and deposits are non-returnable and non-refundable. Learn more here.
Returns can be accepted at one of our store locations or through our returns portal.
Canadian Customers can process a return to us by using our Returns Center. From there you will be able to print out your own shipping label. Simply drop the package at your nearest Canada Post Office and we'll deduct $15 from the refund total to cover the return shipping amount.
Alternatively returns can be brought to one of our store locations for a refund or a store exchange. Let an associate know your original order number so they can find and process the refund quickly for you.
We currently do not offer return shipping labels for US orders, however we will process refunds according to our return policy. To qualify for a return please submit a request in our Returns Center here. We will quickly respond and issue an authorization number to be included in your shipment. Return shipping fees are the responsibility of the customer.
Exchanges can be processed in our physical store locations only.
Our online store is currently not available to do exchanges, however items purchased online can be exchanged in store.
Returned online orders take 1-2 business days to be processed. Once processed, please allow 2-3 Business Days for the funds to appear back on your original method of payment.
We do offer price adjustments for orders placed within 7 days of the sale occurring. Certain times of the year such as our Boxing Week Sale we will not honour price adjustments and will clearly state this in our communications online. We make no exceptions during these special sales periods.
We have extended our return policy for holiday: Items purchased as Christmas gifts can be exchanged by the gift recipient at one of our store locations until January 8, 2024. The item can be exchanged for another item or a gift card can be issued for the refunded amount.
Refunds are only available to the original purchaser within 30 days of the purchase as outlined in our return policy above.
Yes , we can process an online order return in either of our store locations as long as they are unused, in their original packaging and within the 30 day period as outlined above.
Please have your original order number ready and our associates will be happy to offer an exchange or refund for you.
For order inquiries it is best to send an email to firstname.lastname@example.org. Our retail store teams are unable to assist with questions regarding online orders. Please include your original order number and photographs if necessary to help us help you.
Our Retail Store staff are happy to help with store inventory questions and can be reached here.
We will happily hold an item until the end of the day for you however, it is always recommended to place an order through our online store for local pickup instead. We have those orders prepared quickly and you will be able to pick up the item at your leisure.
Absolutely! Select "Pick Up" on the first page of our checkout and proceed with your order: we'll quickly prepare your order for pickup within an hours time. You will receive an email notification when your order is ready to be picked up. Simply show an associate a copy of your order notification on your smart phone and they'll quickly retrieve your items for you.
Both of our store locations are open daily from 11AM - 6PM.
We are pleased to offer Interior Designers, Architects, Set Stylists, Hospitality and Restaurant professionals exclusive access to trade pricing and dedicated service personnel.
Submit an application here and we'll be in touch with you shortly.
Many of the items we carry come in their own branded packaging which we cannot control, however when packing our online orders we only use recyclable materials in our shipments. The cardboard, packing paper and paper tape can be recycled while our packing peanuts are 100% Biodegradable and can be composted accordingly.
We currently do not offer gift wrapping for our online orders however we do offer gift wrapping in store for a small fee.
We are more than happy to include a gift message in your order. At the bottom of the cart page prior to checkout there is an area at the bottom where you can input that message. We will ensure it gets in your order and we can even forego the invoice and provide a gift receipt instead.
If you can't find the answer to your problem above and you still need to contact us you have two ways of doing so:
1. If you have an online order please contact us via email and include your full name, order number and photographs if necessary for us to quickly solve your issue. Please send that information to email@example.com and we will be in touch within 24 hours.
2. For Retail Store Inventory Checks or Holds only please reach out to us via telephone here. Please do not contact our retail store team for information regarding your online order as our teams are unable to assist with these questions.