SHIPPING & RETURNS
Temporary Shipping Notice (Updated May 13th, 2021)
All online orders that have been placed after Friday May 14th will be shipped out once a week every Friday (instead of every day) effective May 21st until July.
We apologize for any inconveniences to our wonderful customers and appreciate your patience! If you have any concerns regarding your order or shipping schedule, please email us at email@example.com
All orders will be processed, packed and shipped as quickly and carefully as possible from Vancouver BC, Canada.
Upon receipt of payment, we will prepare and ship your order within 1 – 3 business days, pending availability and credit verification, unless otherwise noted.
Once processed, we will email you a notification that your items have shipped and also provide you with the tracking information.
Customers are responsible for all importing costs including but not exclusive
ITSUMO aims to offer accurate shipping times but cannot take responsibility for shipping delays, lost, stolen or damaged packages caused by weather conditions, local delivery errors or delays while crossing international borders. Delivery times will vary by destination. Fees incurred from rejected packages will be the responsibility of the buyer and will not be refunded or reimbursed by ITSUMO for any reason.
In an effort to protect our customers and products, shipping prices include insurance against loss or damage during transport.
We are constantly looking for ways to offer more economical shipping options to all of our ITSUMO customers.
Shipping rates vary according to size, weight, quantity, and value of merchandise (cost of insurance).
ITSUMO aims to simplify the ordering process by offering Flat Rate Shipping options for Canadian and US (Lower 48) customers.
For International customers, ITSUMO has sourced a safe, efficient & economical Intl shipping partner to offer all of our clients a reasonable option to have ITSUMO merchandise shipped abroad.
All shipping charges are the responsibility of the buyer and will not be paid in part or in full by ITSUMO. All shipping/insurance charges will be clearly presented at time of checkout.
If you have specific delivery requirements, prefer expedited delivery service or would like to make special arrangements, please contact us at firstname.lastname@example.org before placing your order and we will happily see that your individual needs are met.
FREE SHIPPING / INTL SHIPPING DISCOUNT
ITSUMO offers Free Standard Shipping* on orders over $200 to our qualifying North American customers located in Canada and the contiguous ‘Lower 48’ United States.
For International orders over €/$US150, we are currently offering an International Shipping Discount** at Checkout to help offset high international shipping costs. Make sure to choose €/$US as your currency, and then enter your country in the Cart/Checkout shipping destination to see your shipping discount applied.
*Certain ITSUMO products do not qualify for free shipping due to size & weight and will be noted as such on the product description page.
**ITSUMO currently ships to Canada, the United States, France, Germany, Austria, Spain, Belgium, the Netherlands, Italy, Denmark, Sweden, Finland, Norway, Ireland, Iceland, Switzerland, Brazil, Japan, South Korea, New Zealand & Australia. ITSUMO is no longer able to ship our products to the United Kingdom due to recent post Brexit regulation of online marketplace VAT tax registration & collection.
Please note that for returns, the customer pays return shipping and replacement shipping in case of exchange.
- Free Standard Shipping on orders over $200
- $12USD (approx) Flat Rate Shipping on orders under $200
All United States orders are processed and shipped using USPS or UPS within the USA from Washington State. We ship via USPS and UPS, both reliable carriers with tracking information & well estimated delivery times.
Our flat rate shipping and free shipping options are available to the contiguous ‘Lower 48’ United States only.
Rejected or unauthorized returns will be shipped back to our return address in Canada and any additional shipping fees, duties and/or taxes incurred will be the responsibility of the customer.
- Free Standard Shipping on orders over $200
- $15 Flat Rate Shipping on orders under $200 ($12 for British Columbia)
All Canadain orders are processed and shipped using Canada Post from Vancouver, BC.
Rejected or unauthorized returns will be shipped back to our return address in Canada and any additional shipping costs incurred will be the responsibility of the customer.
For all orders placed using our In-Store Pickup option, your order will be available for pick-up at our Vancouver shop:
279 East 6th Ave, Vancouver, BC V5T 1J7
Soon after the approval confirmation of your order, we will notify with the earliest available pickup day.
At time of In-Store Pick Up, please bring proof of purchase (smartphone receipt is ideal) in order to acquire your order.
IN-STORE PICKUP (VANCOUVER)
ITSUMO offers an In-Store Pickup option free of charge for orders from customers in or around Vancouver BC.
Our shop is located at 279 East 6th Ave, Vancouver BC V5T 1J7. (Map)
Our in-store pickup option can be selected at check out on our website. We will notify the earliest available pickup day immediately after the approval confirmation on your order.
At pick up, please show a proof of your purchase (smartphone receipt is perfect) in order to acquire the goods ordered.
Please note that we are not responsible for any loss, damage, or theft that results from your order being picked up locally.
Customers are responsible for all importing costs including but not exclusive to import taxes, duties, brokerage fees etc.
International deliveries subject to local import duties and taxes are payable by the customer upon receipt and may be affected by customs and carrier delays.
Responsibility of payment for importing charges lies with the purchaser. Under no circumstance will ITSUMO refund, reimburse, or pay any importing fees.
ITSUMO currently ships internationally to Canada, the United States, France, Germany, Austria, Spain, Belgium, the Netherlands, Italy, Denmark, Sweden, Finland, Norway, Ireland, Iceland, Switzerland, Brazil, Japan, South Korea, New Zealand & Australia. ITSUMO is no longer able to ship our products to the United Kingdom due to recent post Brexit regulation of online marketplace VAT tax registration & collection.
In the event we do not currently ship to your country, please contact us at email@example.com to arrange a possible special shipment.
Residents of British Columbia will be subject to GST & PST. Canadian residents outside of British Columbia will be subject to GST only.
RETURN OR EXCHANGE
Upon receipt of your shipment, please notify ITSUMO immediately of any issue. We will attempt to correct the problem as best we can.
Exchanges & returns must first be approved by ITSUMO. Please e-mail firstname.lastname@example.org to arrange any return of merchandise. No exchanges, returns or refunds will be accepted without an ITSUMO issued RMA#.
In the unfortunate event of the merchandise being damaged during transit, or in the case of defective merchandise, ITSUMO will remedy the circumstance by issuing replacement merchandise at no cost to the buyer. Damage to merchandise must be claimed within 24 hours of receiving your shipment. Please take a photo of the original damaged box so that we can contact our carrier to initiate insurance coverage if necessary.
Please contact email@example.com to arrange for an RMA# before shipping any merchandise back to ITSUMO.
Item refunds can be arranged. The customer will be responsible for all return shipping costs, plus any duties and/or taxes that may be incurred upon return shipping. Return shipping costs, duties, taxes and all related fees are non-refundable and will be subtracted from the order refund.
Refunds will be issued only after all items have been returned in unused and original condition.
Merchandise damaged on return delivery will be the responsibility of the purchaser.
Refunds & Exchanges must be arranged no later than 14 days from date of delivery.
All sale items are considered final sale.
Please contact firstname.lastname@example.org to receive RMA# before shipping the merchandise back to ITSUMO. No returns/exchanges will be accepted without an ITSUMO issued RMA#.
Attention: RMA# XXXX
279 East 6th Avenue
Vancouver, British Columbia
V5T 1J7 Canada
ITSUMO can provide gift wrapping for free on all non-discounted purchases. A small fee may be incurred for gift wrapping of sale items. We can also add a personal message to the gift.
To arrange gift wrapping, please leave a note at checkout or contact email@example.com with details and your personal message before placing your order.
(*Discounted merchandise does not qualify for free gift wrapping.)