Store FAQ

Ordering and Payment

• What currency are your prices listed in?

  All our prices are listed in $USD (US dollars) and are marked clearly on each product page with “$ USD” under the product price, as well as on the shopping cart and checkout pages. Even though we are based in Canada, the majority of our customers are located in the United States. For simplicity’s sake we have chosen to use USD as the single currency in our store.

• What payment methods are accepted?

  You can pay for your order with a major Credit Card (Visa, Mastercard, Amex) or by using a PayPal account.  You do not need a Paypal account to pay for your order.

• How is my payment processed?

  All credit card and PayPal payments to HeatherWatts.com are processed directly through Paypal’s payment processing network. PayPal does not share your payment information with HeatherWatts.com.

• How do I change/cancel my order?

  Please email help@heatherwatts.com as soon as possible after placing your order.  If your order has already been shipped, we will work with you to arrange a second shipment and/or return shipment as necessary.

• What is your refund/exchange policy?

  If you’re dissatisfied with your order in any way, please contact us at help@heatherwatts.com within ten days of receiving it so we can arrange to exchange, replace or refund your order depending on your preference. Any product you return must be in the same condition you received it and should be in the original packaging. In the case of returns, we would ask you to return the item(s) in the same box you received it/them in, return shipping at our expense. You must contact us regarding a return within 10 days from the date you receive your order. You can return the product and get a full refund, a replacement item or an exchange of the product for store credit.

Shipping

• Where do you ship?

  We ship all over the world, however, only shipments to Canada and the US are guaranteed to be free of customs duties. Customers from all other countries outside of Canada and the US please continue reading this section in full for more information. Orders are shipped from Vancouver, Canada.

• How will my order be shipped?

  Orders are shipped out of Vancouver Canada by mail and delivered by your local postal service (ie. USPS for American Customers, Canada Post for Canadians, etc.)

• How long will my order take to arrive?

  Orders are generally shipped within five business days.  Once an order is shipped, transit time within North America is usually one to two weeks, but can vary (to less than a week or greater than two weeks) depending on location, weather, customs and other factors.  For overseas customers transit time will vary. Because there are many variables in international shipping, we cannot guarantee orders to arrive by a certain deadline. However, customers looking for the fastest service available can select Canada Post’s premium national and international shipping service “Xpresspost” from among the shipping options for the most reliably quick delivery. We encourage customers who are on a deadline to also make a note to us about it in the “order notes” section of the checkout page.

• Will I have to pay taxes/duties when I receive my order?

  If your order is being shipped to the US or within Canada you will not have to pay any additional taxes or duties upon receiving your order. Orders are shipped from Canada and all our products are made in Canada or the USA. If your order is being shipped to a location OUTSIDE the US and Canada, as with all products shipped internationally, depending on your country, you may be charged additional fees, duties or taxes by customs or the government when your order arrives. Please note, you are responsible for any customs fees, duties or taxes that may be levied by your government on your order. The value reported to customs on the shipping label will be the value of your purchase, not including shipping cost, reported in Canadian dollars. Please contact us if you would like to discuss this before placing your order.

• What if damage or loss occurs during shipping?

  Lost and damaged packages are rare, but just in case, orders are fully insured during shipping.  Orders damaged or lost in transit will be replaced and re-shipped free of charge. In order to prevent damage, most of our prints are shipped loosely rolled in boxes, rather than flat in envelopes.  Giclee prints are not damaged by rolling and we’ve found that this shipping method is generally the safest.  It also requires a lot less of packaging, making it more eco-friendly.