Pocket Hugs

• “How quick can you make this?  Can you have this ready by the weekend? I need this YESTERDAY” are all phrases that are well to common to us at SNS!  We understand you are excited about getting your paws on your product, or sometimes…people just forget to order someone special a gift!  Please understand, we luv to make our customers happy…and up until now, we have been able to have an outstanding turnaround time of 48 hours once we receive your payment (which is literally unheard of in the industry).  

HOWEVER, we have made the decision to move to regular turnaround time which is 14 BUSINESS DAYS FROM RECEIPT OF PAYMENT effective immediately, as orders are growing, we are getting busier and busier and we just cannot fulfill that extraordinary 48 hour expectation that our customers have been lucky to have up until this point.

If we can get to your order before the 14 business days posted here, we most certainly will.  But we do reserve the right to have the full 14 business days working time on each project.

With that said, of course we will accommodate 911 ORDERS, because lets face it…there are always going to be those people that cannot/will not plan ahead.  However there will be a “rush fee” associated with the order of an additional $20.

Bulk pricing is only available with items using the exact same design and exceed the quantity of 15. Exceptions to this would be changing a name or a number.

• For everyone’s ease and convenience we have implemented a MONITORED PORCH PICK UP BIN.  Once your order is ready for pick up - you will be notified via an email or text message.
• You will have up to one week from project completion to pick up, or make alternative arrangements with someone you trust, to pick up your item(s).  Please appreciate and understand we are not a storefront or a storage facility and we have A LOT of items that are coming and going on a daily basis.
• When you decide on the pick up day, simply shoot us back a message with a day’s notice so that we can pop your item(s) out into the bin for pick up.  Please be respectful of our time and understand that “Hey, I can be there is 30 minutes to pick up my stuff” will not even be replied to.  If you have picked a date/time, please do your best to stick to it, as our time is better spent on production than pulling items in and out of our bin system.
• If your item is NOT picked up within a week of completion (aside from any pre-arrangements you may have made with us) the item(s) will be retained by the seller for services rendered and the job will be considered CLOSED AND COMPLETED.
• We do NOT provide DOOR TO DOOR DELIVERY, as that is not time or cost effective.  We can discuss PAID DELIVERY if needed or SHIPPING is also an alternative option. SHIPPING INFO
• We ask that you simply be respectful of other people’s orders that are in the PORCH PICK UP BIN.  Please do not rifle through the bin, so that other people’s orders do not get damaged or broken.

• SHIPPING IS NOT INCLUDED IN YOUR QUOTED PRICE.  If you choose to ship an item, it is the customer’s responsibility to cover the cost of shipping.    We will always ship your package the most economical way (with TRACKING for everyone’s peace of mind).  Once your item is paid for and produced, we will then send you a separate request for payment for shipping.  Once shipping is paid, your package will ship.
• Shipping options are available though Canada Post, Purolator, or FEDEX.  The choice is up to the customer, however we will not be responsible to run around to all companies and supply shipping quotes for the customer to make a decision.  Again, all orders within Canada are sent with tracking.  US Shipping is an option, however it will require additional fees associated with customs & brokerage fees. 
• All orders are wrapped and tagged, ready for gifting, then securely packaged in a sturdy shipping box.
• Shipping time is NOT FACTORED INTO THE 14 BUSINESS DAY PRODUCTION TIME.  If you require your item shipped overnight, this is solely your expense as the customer.
• Sawdust ’N Sass is not responsible for delayed, lost or stolen packages.  It is the responsibility of the buyer to arrange shipping accommodations if necessary.
• When your package arrives, please take a moment to check over your item(s) carefully.  If you have ANY issues with your purchase (damage in the mail, we made a monstrosity of an error, or the Mail Monster took a bite out of the box…etc.) PLEASE CONTACT US IMMEDIATELY.

• We package each and every purchase with great care to avoid any damage.  If circumstances beyond our control result in your purchase arriving damaged, CONTACT US IMMEDIATELY (no longer than 7 business days from receiving your package!) We will do everything we can do to resolve the situation.  Receipt of package = the moment you pick it up from our location or the day the shipper delivers it (for example if you ship it and it sits at Canada Post for a week - that will chew into your 7 day return time).
• We will not be held responsible for any wear and tear on your items after receiving your package.  This includes but is not limited to:  scratches, tarnishes, bent or broken parts or peeling.  We are also not responsible for damage caused by misuse or accidents.  Each purchase will come with a Care Card with tips to preserve your purchase and suggestions to achieve the longevity of the product.
• Our customer satisfaction is of upmost priority to us and we want you to be thrilled with the end product.  If for any reason you are dissatisfied, please get in touch with us to discuss your concerns.

• Cancellations are NOT PERMITTED due to the custom nature of our pieces and the time that is involved in the entire creation process.
• Because of the nature of these items, unless they ARRIVE damaged or defective, we CANNOT accept returns on custom orders.
• If a product is picked up or arrives defective - SNS will issue an exchange or credit if there is a design flaw and it is noted IMMEDIATELY within the 7 business day window of receiving your item(s).  The item may be shipped back (at your expense) or dropped back off within a 14 business day window, and we will either fix the issue or recreate the item for you. Any credit issued will not include original shipping and insurance charges if applicable.
• While our policies are firm due to supplies and labour expenses, we will do everything we can to work with you and make sure that your experience with us is the most positive one.