Below are frequently asked questions we receive from our Sinta & Co. clients.
If you still have questions, you can contact us via our Live Chat during regular business hours (we typically reply within a few minutes). You can also email us at firstname.lastname@example.org
Where do you ship to?
We currently ship to customers within Canada, the United States, the UK, all of Europe, Australia, New Zealand, Philippines and many more countries.
You'll see a shipping cost estimate and timeline at checkout.
Where are you based?
Our Sinta & Co. team is based in Toronto, Canada. All your orders will be shipped from Toronto, Canada or from Niagara Falls, New York for our US customers.
How long will it take for me to receive my package?
Before you place your order at the checkout page, you'll see a shipping fee estimate with an approximate delivery date.
- Canada and the United States: the usual delivery time is 3-5 business days.
- International customers outside North America: regular delivery time is 10-15 business days.
If you are in a rush, we also offer express shipping options for an additional fee. You'll be able to see a list of options on the checkout page.
What shipping method do you use?
We typically ship in Canada with Canada Post and USPS within the United States.
You'll see a full list of shipping options upon checkout.
I need to receive my item by a specific date. Can you guarantee shipment?
Once you place your order, please allow for 1 business day for our team to package and prepare your order. Once your item is shipped, we'll follow normal delivery timelines (you will see a delivery estimate upon checkout before you confirm your order).
If you require your piece within a tight timeline, we strongly recommend you use our express shipping options to ensure your piece arrives on time. If you have questions about delivery dates, feel welcome to contact our team.
When you place your order, please indicate your wedding date in the 'Notes' section. We'll reach out to you if we notice your item won't arrive on time.
Can I return a product if it is defective?
Yes. We always do quality control before shipping any products to you, but sometimes things happen and items could get damaged during transit. If you receive a defective/damaged item, please contact us at email@example.com with a photo and details of the defect within 7 days of the reception of the package.
Once we receive the photo showing the defect, we’ll fully examine it and notify you via e-mail within 1-2 business days whether you’re eligible to a refund or a replacement as a result of the defect. If you are entitled to a replacement or refund, we’ll either replace the product if still available or refund the purchase price using the original method of payment if the product is now sold out.
Do you allow exchanges or returns?
We’re happy to help you exchange your order for another item or for store credit within 30 days of the original reception date of the product if it’s unused, undamaged, and has all its original tags intact. If you would prefer a refund, we only offer refund for up to 7 days after the reception of the product. Read our Return & Refund policy for more details.
Once you have contacted us for an exchange or a return, we will provide you with a return label in order for you to send us back the item. After we receive the items back, we’ll issue you a refund or exchange for the purchased cost of your item(s), however this exclude the shipping charge you might have paid. Shipping charges for all returns will be prepaid by you. Please contact us at firstname.lastname@example.org as soon as possible to ensure we can help you find the best solution.
Do I have to pay for duties before I receive my package?
For our customers in Canada and USA, no.
Other countries might charge customs duties and if this is the case you will be informed and billed by the courier on delivery. Unfortunately, we cannot take responsibility for any of these costs. We will try to inform you by email before shipping the item if we think there might be duties when you receive the product based on experience with past customers.
How do Pre-Orders Work?
Some pieces are meticulous and time-consuming for artisans to make, which means we can't keep ready made stock on hand. However, we still want to offer our Sinta & Co. clients our full range of collections.
The answer? Pre-orders!
When you purchase an item on pre-order, we'll coordinate with our team of artisans in the Philippines to craft your piece made to order. Please allow 10 weeks for your piece to be sent to you. We'll keep you posted on progress of your piece.
Are Pre-Orders Refundable?
Once you purchase an item on pre-order, we'll relay your purchase to our artisan team within 1 business day. If you change your mind, you'll have three days upon purchase to inform us to be eligible for a full refund.
As the item is being made specifically for you, unfortunately we cannot offer refunds or exchanges beyond this three day period. The exception is if the item is shipped to you and arrives damaged or defective.
You can read our full refund and return policy here.