Shipping & Returns

Review our FAQ page for details about current turn-around times under the "Orders" category.

Shipping

Where do you ship to?

We can ship anywhere in Canada and the 48 contiguous United States of America. We do not currently offer shipping ship to Alaska, Hawaii or Puerto Rico. 

Exceptions may be made if customers are willing to pay regular FedEx rates to these destinations. Please contact customer service at info@kitras.com for a quote. To obtain the quote we would require the full shipping address (including the recipient’s name and phone number), as well as the contents requested for the order (collection, item, colour, size, quantity).  

For orders shipping to a Canadian address, you will need to place the order on www.kitras.ca. You will be charged in Canadian dollars.

For orders shipping to a US shipping address, you will need to place the order on www.kitras.com. You will be charged in US dollars.

If you are a US customer looking to ship to a Canadian address (or visa versa) you will still need to order on the site associated with the shipping address. Your credit card company will make the necessary dollar conversions. Kitras does not charge any international processing fees, but please check with your bank for terms regarding international purchases.

Where do your products ship from? Where are your products made?

All orders ship directly from our studio/ warehouse, located in Fergus, Ontario, Canada. 

All of our glass is hand-crafted in this location, and pieces are generally scheduled to be made after the orders are placed.

Our iron accessories and paraffin oil are also locally manufactured.

What shipping courier company do you use?

All of our orders get shipped out via FedEx ground, except in some special circumstances where we may require an alternate carrier.

Why can’t I ship to a PO Box? What if the address is extremely rural?

Post Office boxes are for delivery using Canada Post and the US Postal Service only. We ship with FedEx, and they cannot deliver to PO Boxes.

In cases where the shipping destination is remote, FedEx may turn the order over to the Canadian or US postal services for final delivery; however this is an arrangement facilitated between those companies alone. Our in-house shipping system is a FedEx program and they require us to provide a street address to get the order out the door. You can include a box number on the second line (typically reserved for the apartment/suite number) if you feel it would be necessary or helpful for final delivery but we cannot process an order with a PO Box as the main address.

How much does it cost to ship?

We offer shipping as a two-tired flat rate, based on the order value before tax. 

Shipping to Canada
Orders under $50 (before tax) are $15 to ship.
Orders over $50 (before tax) are $20 to ship.

Shipping to US
Orders under $100 are $10 to ship
Orders over $100 are $15 to ship 

How long will it take for my order to be delivered?

We ship FedEx Ground. Their estimated delivery duration depends on the intended state/province. 

You will receive a shipping confirmation email once the order has left the facility that will provide a tracking number and an estimated delivery date.

*All Kitras glass products are hand-crafted and made as the orders are received. How quickly we can make product for each order depends on the time of year, quantity and type of product. For more info please see: “How long will it take to make/prepare my order for shipping?”, located on the FAQ page.

Orders are processed Monday to Friday 5:00 am to 5pm (EST). We do not ship on weekends or Canadian statutory holidays. 

If your order is time-sensitive, please add a note to your order (on the “cart” page) and we will help in any way we can, or reach out to INFO@KITRAS.COM to discuss your options.

Can I ship express/priority?

Express shipping is not a service we offer directly online, but exceptions may be made for special circumstances, on a case-by-case basis. Please contact customer service at INFO@KITRAS.COM.

To obtain a quote we would require the full shipping address (including the recipient’s name and phone number), as well as the contents requested for the order (collection, item, colour, size, quantity).   

Some locations are not eligible for express shipping.  

Do you offer Curbside pick-up?

Curbside pick-up was temporarily offered to local customers while in-store shopping was not available. However, in August 2021 we opened our Kitras Elora Retail Store, where customers could once again shop in-person and take product(s) home the same day. For this reason, we no longer offer curbside pick-up.

The new store is located at 175 Geddes Street in Elora.

Open 6 days a week. Tuesday to Sunday 11 am to 5 pm. Closed Mondays.

If you wish to inquire about available inventory before visiting, or have other store-related queries, you can contact the store directly at 519 843 6160.

We aim to carry all of our current catalogue products shown on our website, along with a variety of non-Kitras gifting items. If you are looking to purchase larger quantities of the same item, or holiday themed pieces that may not be available in the store year 'round, please contact our Retail Services Coordinator at 519 843 2480 ext. 234 or info@kitras.com for assistance.

Returns

What if I need to make a return or exchange?

For returns or exchanges, please contact us within 60 days of delivery and we will provide our return address and instructions. Please do not ship product(s) back without contacting us first. 

To be eligible for a return the product(s) must have been purchased from Kitras directly via WWW.KITRAS.COM or WWW.KITRAS.CA and they must be in their original condition. If the order was fulfilled by a separate Kitras retailer please contact that company for a resolution.

If the return or exchange is due to a breakage or error on our part, please contact us within 7 days of delivery to report the issue. Provide your order number and a description of the issue and we would be happy to replace or rectify the situation at our cost. (Note: any claim of damage, defect or error will require photos.)

Customers are responsible for any return shipping costs if the return is due to personal choice or error, such as a change of mind or ordering the wrong colour or size.

For exchanges, Kitras offers to pay for the shipping on the new order. Customers are responsible for arranging the return but, upon its arrival and inspection, Kitras customer service will refund the product on the original order and create a new order with the adjusted shipping rate. (Essentially, you pay one direction, we pay the other). Contact us to arrange your exchange at INFO@KITRAS.COM.

For all returning packages please include a copy of the packing slip or a note inside the box that has the order number and the reason for the return.  

We have no control over shipping rates, so feel free to shop around to find a rate/company that works for you.

It is recommended that you get a tracking number for peace of mind. Kitras Art Glass is not responsible for the product until it has been accepted back into our facility.

Once we receive the return, we will inspect the item(s) and process the refund. Please note that (unless otherwise discussed) we cannot refund the original shipping charges, as that is a service already rendered. 

Kitras Art Glass will not refund items that arrive broken or paint chipped (in the case of stands), so repackage very carefully. Original packaging may have been compromised after its journey to you, so, please ensure packaging for the returning order will be sufficient for the second journey.

Please allow 3 business days for the order to be inspected after its return to our facility. You will receive a refund confirmation email on the day we process the return. Please allow an additional 3 to 10 business days after you receive the confirmation email for the funds to appear back on your account - it will depend on your bank/credit card company. 

If you are unsure how your return should be handled or if you have any further questions regarding our return policy, please email INFO@KITRAS.COM. Again, please do not send anything back without contacting us first. 

I think something is missing from my order; how do I resolve this?

We are sorry to hear that. Please contact us within 7 days of receiving your order and we would be happy to help rectify the issue.

Important note: Sometimes, for products that have multiple components (such as oil lamps or diffusers), their accessories are wrapped separately. These items can be tiny and, on occasion, they have been known to get confused with packaging materials and thrown out. We try to make these pieces stand out, but please look through all packaging materials carefully before discarding any of it.

My order arrived broken, what do I do?

How disappointing! We ship all orders with our tested packaging, but sometimes these things happen. Please contact us at INFO@KITRAS.COM within 7 days of receiving your order to start the process of getting a replacement. Please do not return or dispose of the damaged product before receiving a response from us.

For the fastest resolution, please provide your order number and a photo of the damage in your initial contact. 

Use caution when obtaining the photo(s). We need to verify the size and colour(s) of the piece for the replacement; however, it is not always necessary to remove the ornament from the wrapping entirely if this cannot be done safely. 

We do apologize for the inconvenience, but with your assistance we will have a new piece on your doorstep in no time!

I think my product may have a defect; can you help?

If something is not functioning the way you thought it might, we are happy to get to the bottom of it with you! 

We have several resources on our site for how to use oil lamps, how to pair our ornaments with the stands, how to set up the solar lights, etc. Please check out our various product FAQs, or the “Inspire” tab for details. If you don’t find what you are looking for, please contact us at INFO@KITRAS.COM with your order number, photos of the product in question, and a detailed description of your concern.

How do I cancel my order?

We are sorry to hear you need to cancel. Please contact info@kitras.com and we would be happy to assist you.

Please note, that our ability to adjust your order will depend on how far along your order is in the fulfillment process. If a label has been created, the order can no longer be cancelled.

For the fastest resolution, please provide your order number and reason for the cancellation in your initial contact.