Shipping policy
Tetsu & Oak ships orders from Niagara, Ontario, Canada.
Order Processing
In-stock orders are normally prepared for shipment within 2–4 business days. Orders are not normally processed on weekends or statutory holidays.
Processing times are separate from the carrier’s estimated transit time.
If an item requires additional preparation or there is an unexpected delay, we will contact you using the information provided with the order.
Canadian Shipping
Free standard shipping is available on qualifying Canadian orders of $150 or more before tax and after discounts.
Shipping charges for orders below the free-shipping threshold are displayed at checkout.
Additional charges may apply to remote destinations and addresses in Yukon, the Northwest Territories, and Nunavut.
Local Pickup
Local pickup in the Niagara Region may be available when shown as an option at checkout or arranged in advance.
Customers will be contacted when their order is ready. Please do not arrive for pickup until you have received confirmation.
Delivery Estimates
Delivery dates displayed at checkout are estimates and are not guaranteed. Carrier delays, weather, holidays, remote destinations, and other circumstances outside our control may affect delivery.
Tracking
When tracking is available, tracking information will be sent after the order has shipped. Tracking updates may take time to appear after the shipping label is created.
Incorrect Addresses
Customers are responsible for providing a complete and accurate delivery address.
Contact us immediately if an address needs to be corrected. We cannot guarantee that an address can be changed after an order has been processed or shipped.
Additional shipping charges resulting from an incorrect or incomplete address may be the customer’s responsibility.
Damaged Packages or Missing Items
Inspect your package when it arrives. Contact us promptly if your order arrives damaged, contains an incorrect product, or is missing an item.
Please retain the packaging and provide photographs of the package, shipping label, and affected product when requested.Lost or Delayed Shipments
If tracking shows an unusual delay, contact us and we will assist with the carrier investigation.
An order marked as delivered by the carrier will be reviewed individually. Tetsu & Oak is not responsible for theft occurring after confirmed delivery, but we will assist where reasonably possible.
International Shipping
Tetsu & Oak currently ships only to destinations available during checkout. Customers are responsible for any applicable import duties, taxes, brokerage charges, or customs fees on international orders.
Contact
For questions about shipping or an existing order, contact Tetsu & Oak through our Contact page.