Shipping & Returns
All orders require 1-3 business days of processing time from time of order until they leave the warehouse.
All orders are shipped from Canada.
Shipping times vary depending on destination. Tracking is available for most destinations.
Shipping rates vary by destination and order weight. Shipping costs and estimated delivery times are quoted during the checkout process.
We ship to over 90 countries worldwide on our website. If shipping options don’t appear when you are placing your order it is because shipping is not available for your area. This is likely because costs are too high and the area is too difficult to service. We may be able to send the order by courier service. Please contact our customer service department with your orders and details: firstname.lastname@example.org
TIPS FOR ENSURING PROMPT AND SUCCESSFUL DELIVERY
Double check that your shipping address is correct and includes all address details before finalizing your order.
Shipping addresses should be entered in English with no accents or special characters.
DUTY AND CUSTOMS CHARGES
Your order may be subject to duty, taxes or other import fees depending on where you live.
Please check your country's import rules before ordering. Lucky Iron Fish is not responsible and has no control over fees levied by the country of import.
ESTIMATED DELIVERY TIMES
Please note that the shipping times do not include the processing time and are estimated based on the date they leave our warehouse. Days are business days - they do not include weekends or holidays.
Please contact us at email@example.com if you have further questions.
Until further notice, in order to protect the health and safety of our workers, we have made the decision to suspend our 30 day money back guarantee. If you have submitted a return request, we will be sure to follow up with you once we resume accepting returns.
CANCELLATIONS & CHANGES
If you need to cancel or change an order after you've placed it, we will try to accommodate your request. Orders are shipped promptly so please contact us right away so we can cancel or change it before it has been shipped. Once your order has been processed by our warehouse, we may no longer be able to cancel or change it.
Please contact customer service by:
Phone: 1-888-717-4224 (Monday to Friday, 9:00 am to 5:00 pm EST)
Only physical products are eligible under the Return Policy. No refunds offered on digital products such as the Lucky Iron e-Cookbook and contributions through the Giving Program
We will gladly accept returns within 30 days from the date of order delivery. Refunds of the purchase price and original shipping cost will be made in the original form of payment. The customer is responsible for any shipping costs required to return the product(s) back to us.
Please note the following exception to our return and exchange policy:
- Providing the incorrect shipping address at checkout would result in a replacement or refund for the cost of the fish, but would not cover a refund for the original shipping charge.
All returns MUST be initiated online by following the easy steps below:
- Complete the Return Request: https://ca.luckyironfish.com/pages/return-request
- Once you've requested a return, our customer service team will provide you with the necessary information to ship the product back to us via your preferred shipper. We are not responsible for lost or misplaced items that do not reach us and we recommend securing a tracking number.
- Once we receive your return, we will process the refund within 7 business days. You will receive an email notification confirming the refund processed back to the original method of payment. Please also allow 5-7 days for your bank or credit card company to post the refund.
EXCHANGE / REPLACEMENTS
If you would like an exchange, we recommend filling out the return form above. Afterward, our customer service team will determine if an exchange is appropriate or if a refund is better suited.
RETURNS FOR PRODUCTS PURCHASED FROM A RETAIL STORE
We only accept returns for products purchased on LuckyIronFish.com.
If you want to return a product you purchased from a retailer, please contact that retailer directly for information on their return policy. If you purchased your product on Amazon, please initiate the return process through them directly.
For any further questions, please contact us at firstname.lastname@example.org