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.

Canadian Orders

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 are processed Monday through Friday within 1-2 business days. Once processed, shipping times are as follows:

• Canadian Orders: 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).

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:

UPS 1-866-742-5877

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 service@oldfaithfulshop.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.

Yes, we offer international shipping to many European countries. If your location is not available at checkout, please contact us at service@oldfaithfulshop.com, and we can work to add your country to our shipping options.

Please note that we do not offer free international shipping. Shipping rates are automatically calculated based on the size and weight of your order at checkout.

Yes! We offer Next-Day Local Delivery via Trexity, 7 days a week, for customers in the Metro Vancouver area. After placing your order, you'll receive a 4-digit PIN when your package is ready to ship. To complete the delivery, you or someone at the delivery location must provide this PIN to the courier. You'll also get real-time tracking, SMS notifications, and proof of delivery. Please ensure someone is available to receive the package to avoid a $15 restocking fee for rejected or undelivered items.

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. However, during specific promotional periods such as our Boxing Week Edit, price adjustments will not be honored. This policy is clearly stated in our online communications, and no exceptions will be made during these special sales periods.

Purchases made during the Boxing Week Edit are eligible for exchange only and cannot be refunded. For more details, please refer to the Boxing Week collection page.

Not all sale items are final sale.

Permanent markdowns on items we are discontinuing and no longer carrying are final sale. These items have prices ending in .99.

For temporary promotions, such as Black Friday or Boxing Week sales, specific return policies may apply. During the Boxing Week Edit, for example, purchases are exchangeable but non-refundable. These policies are clearly communicated during the promotional period.

We offer exchanges or in-store credit for gifts up to two weeks after Christmas Day (until January 8th). Items must be in their original condition and packaging to qualify.

Our standard return policy remains in effect for original purchasers: items can be returned for a refund within 30 days of purchase, provided they are unused and in their original packaging.

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 service@oldfaithfulshop.com. 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.

We strive to use sustainable materials when packing your online orders. Our cardboard boxes, packing paper, and paper tape are fully recyclable, and our packing peanuts are 100% biodegradable and compostable. While we can’t control the packaging of the branded items we carry, we do our best to ensure your shipment is as eco-friendly as possible.

While we do not offer gift wrapping for online orders, we are happy to include a personalized gift message. At the bottom of the cart page prior to checkout, there is an area where you can input your message. We will ensure it is included in your order and we will provide a gift receipt instead of an invoice.

If you need further assistance, please contact us via email at service@oldfaithfulshop.com. Include your full name, order number and any relevant details to help us assist you promptly.

2. For Retail Store Inventory Checks or Holds only please reach out to us via telephone here. Please note that our retail store team is unable to assist with online order inquiries.