Store Pickup
Items purchased through our online store can be picked up one of our store locations in Vancouver within 24 hours of purchase. We will send you an email confirming your items are ready for pickup.
Orders can be collected in Gastown or Kitsilano 7 days a week during our regular business hours.
USA Orders
- Free UPS Standard Shipping Over $100
- $15 Flat Rate UPS Standard Shipping on Orders Under $100
- Tax & Duty Free
Canada Orders
- Free UPS Standard Shipping Over $100
- $15 Flat Rate Shipping on Orders Under $100
At Old Faithful Shop we strive to process your order as quickly and carefully as possible within 24 hours.
Once your order has been processed we will notify you to let you know your order has shipped and provide the tracking number. Shipment transit times do not include order processing times.
- USA orders are shipped using a trackable UPS Standard shipping. No duties or additional taxes will be incurred with your order. Delivery time is approximately 3-6 business days.
- Canadian orders are shipped using a trackable UPS Standard shipping service from Vancouver, BC. Delivery time is approximately 2-6 business days.
Express Shipping
USA Orders
- Rates vary depending on size and weight of package. (UPS Express Saver 2-3 Business Days)
Canadian Orders
- Rates vary depending on size and weight of package. (UPS Express Saver 1-3 Business Days)
Returns
Within 30 Days - 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. Items ineligible for return include Food Items, Plants, Special Order Items and Sale items.
Must include original packaging and be in new condition: Items returned to us must be in their original packaging and in a re-sellable condition. Old Faithful Shop reserves the right to reject returns that do not meet this criteria.
If your order is deemed unfit for return because it is not in its original selling condition, we will notify you to let you know that no refund will be issued. The customer can then choose from the following options:
If we are unable to contact you within 14 days of us informing you that your return has been rejected the product will be recycled or donated.
Canadian Online Returns - All Canadian orders are eligible for $15 flat-rate return shipping amount that will be deducted from your refund once the item(s) are back in our possession. As long as your return adheres to the above criteria, you can navigate through our online return portal to process your return and create a shipping label.
Canadian Online Return Instructions:
1. Please navigate to our Returns Center here and fill out the form.
2. Once your return is authorized you will be able to download and print a Canada Post return shipping label.
3. Carefully pack the order up ensuring the contents cannot move and have a buffer between the outside walls of the box - items damaged in return transit are not eligible for a refund.
4. Drop the package off at the nearest Canada Post depot within 5 business days.
Once your return is received at the store we will review the contents to ensure they meet our return policy requirements outlined above. Once approved we will issue a refund and notify you via a confirmation email. We are only able to credit the original credit card used to make the purchase. Please allow 3-6 business days for refunds to appear on your credit statement.
Store Returns - Items purchased through our brick and mortar location can be returned within 30 days of the purchase date. Items must be in original selling condition complete with their original packaging and a proof of purchase is required (physical or digital receipts are acceptable). Gift receipts are ineligible for a refund and valid for in-store credit or exchange only.
United States Returns - We currently do not offer return shipping labels for US orders, however we will process refunds outlined by the criteria above.
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.
Once your return is received at the store we will review the contents to ensure they meet our return policy requirements outlined above. Once approved we will issue a refund and notify you via a confirmation email. We are only able to credit the original credit card used to make the purchase. Please allow 3-6 business days for refunds to appear on your credit statement.
Price Adjustments - We do offer price adjustments for orders placed within 7 days of the sale occurring. Certain times of the year we will not honour price adjustments and will clearly state this in our communications online. We make no exceptions during these special sales periods.
Deposit
Special Order items require full payment at the time of ordering. We will honour a 24 hour time period in which a refund will be granted minus a 5% processing fee. After the 24 hour time period is over orders cannot be cancelled, modified nor refunded.
Payments can be made online and we do offer Sezzle (an interest free installment plan) as one of our payment options.
Lead Time
Lead times vary but items are typically available within a 4 - 12 week time period. We will communicate an estimated time for each item, but since many products are arriving from overseas there could be delays. Old Faithful Shop is not responsible for delays caused by production and transit times.
Variations
Variations in wood, fabric, finish and colour may appear slightly differently than what appears on your computer monitor in photographic form. We have sample pieces in our store and are more than happy to discuss options and concerns with you regarding your order.
Shipping & Delivery
We can offer shipping and delivery once the items have arrived at Old Faithful Shop for an additional cost. This can include simple delivery or white glove service with assembly for customers in the Vancouver area. Special Order items can also be picked up from our store location at no additional charge. Items must be retrieved within 7 business days of their arrival to Old Faithful Shop.
Partial delivery of multiple item orders may require delivery or pick-up as the items become available at our store location.