1. Shipping and Fulfillment

 

1. Shipping Locations & Warehouses
Craft Express operates out of two warehouses in Canada, providing fast delivery across the country. Domestic orders are typically delivered within 2 business days. International shipments are dispatched from our Vancouver, BC location.

2. Same-Day Shipping
Orders placed before the daily cut-off time qualify for same-day shipping. If any items are backordered, we’ll contact you to decide whether to split the shipment or delay it—additional fees may apply.

3. Order Pick-Up
Customers may pick up orders from any warehouse by appointment. Orders placed before the cut-off can be picked up the next business day; after the cut-off, pickup is available on the second business day after 10:00 am. You’ll receive a confirmation email with your pickup window. Please bring a printed invoice.

4. Warehouse Locations & Hours
- Vancouver (Head Office & Warehouse)
  Address: Coquitlam, BC. Processing hours: Mon–Fri, 8:00 am – 4:30 pm PST.
- Toronto Warehouse
  Address: Mississauga, ON. Processing hours: Mon–Fri, 9:00 am – 4:30 pm EST.

5. Shipping Options
All orders ship EX-Warehouse (Vancouver, BC or Toronto, ON), via FedEx. Select locations may offer Purolator or Loomis. Have a preferred carrier? Provide your account details and instructions at checkout.

6. Freight Charges & Free Shipping Policy
- For orders over $149 CAD, we offer Free Shipping to the following provinces: AB, BC, ON, QC, NS, PEI, SK, NB, NL, MB.
- For orders under $149 CAD, we offer a flat rate of $19.90 CAD to the same provinces: AB, BC, ON, QC, NS, PEI, SK, NB, NL, MB.
- Provinces not included in the above list will be quoted individually depending on the carrier.
- Some exceptions apply for distant regions and remote delivery areas.

When shipping is arranged by Craft Express, costs (including potential adjustments for oversize or heavy items) are added to your invoice and must be paid prior to shipment. FedEx residential deliveries may incur an additional ~$2/box charge.

7. Damaged Goods
Inspect deliveries before signing. Report damage within 5 business days in writing, with photos and order number, to our support team. Most claims involve damaged mugs or fragile items; credits may be issued in the form of reward points.

8. Home Delivery
Once marked “delivered” by the carrier, Craft Express is not responsible for lost or stolen packages. We recommend signing up for FedEx Delivery Manager to reroute or hold packages as needed.

2. Order Policies & Payment Terms

 

1. Minimum Order Policy
Orders under $50 are subject to a $10 handling fee.

2. Pricing & Availability
Item prices are subject to change without notice. You’ll be charged based on prices in effect at the time your order is received. Availability may fluctuate.

3. Accepted Payment Methods
We accept Cash, Visa, Mastercard, AMEX, Certified Checks, and Bank Wire Transfers. Net‑30 terms may be available following approval of a credit application. Past‑due balances incur interest at 1.5% per month (18% annually).

4. Promotions & Discounts
Promotional offers cannot be combined. Specific exclusions may apply to items like printers, inks, or other equipment.

3. Loyalty Program (Craft Express Rewards)

 

These Terms govern participation in the Craft Express Rewards loyalty program. Enrollment is free and available to anyone with a valid online account purchasing directly from craftexpress.ca.

Points are earned only on eligible online orders. Some items—like equipment, inks, deeply discounted items, or bundles—may be excluded. Points are awarded after the order is processed and paid. Points hold no cash value, are non-transferable, and cannot be combined with other accounts.

Craft Express Rewards has a tier-based system based on rolling 365‑day spend:
- Standard Tier (entry-level): Earn 1 point per $1.
- Silver Tier: Spend $5,000–$19,999/year → 1 point per $1, plus tier perks.
- Gold Tier: Spend $20,000–$49,999/year → 1–2 points per $1.
- Diamond Tier: Spend $50,000+ → 1–3 points per $1.
Each tier unlocks increasing benefits such as better pricing, shipping perks, and bonus points.

Returned, canceled, or refunded orders result in the removal of earned points. Craft Express reserves the right to revoke points due to fraud, abuse, or violations without notice.

Tier status is reviewed on a rolling 12-month spend basis. Falling below the threshold results in demotion for the next evaluation period.

Points can be redeemed during online purchases. They do not apply to taxes, shipping, handling fees, or ineligible items. Redemption limits and expiration details are available in your account.

Craft Express may modify, suspend, or end the program at any time without notice. Unused points may be forfeited upon termination. Continued participation implies acceptance of updated terms.

Abusive behaviors—such as fraud, multiple accounts to exploit points, or reselling points—will result in termination and loss of rewards. Craft Express isn’t liable for technical or site malfunctions affecting points.

4. Warranty & Liability

 

1. Product Warranty
Manufacturer/distributor liability is limited to replacing products with manufacturing defects. This is the sole and exclusive remedy.

2. Credit Card Authorization
For fraud prevention, we may require a credit card authorization form when billing and shipping addresses differ. Once approved, repeat orders to the same address may bypass this step. Contact customer support if you need assistance.

3. Use of the Website
Accessing craftexpress.ca means you agree to these Terms. Unauthorized use or reproduction of site materials (text, images, logos) is prohibited.

4. Third-Party Links
Links are provided for convenience only. Craft Express does not endorse or assume liability for external content.

5. Disclaimer & Limitations of Liability
Site content—product details, pricing, availability—is subject to change and not guaranteed. Craft Express disclaims all warranties and is not liable for any indirect, consequential, or incidental damages arising from site use.

6. Governing Law
These Terms are governed by British Columbia law. Disputes must be resolved in BC courts. You agree to indemnify Craft Express and its affiliates against claims arising from your site use.

7. Trademarks & Intellectual Property
All trademarks and materials on the site are owned by Craft Express or their respective owners. Unauthorized use is prohibited.

8. SMS Marketing
If you opt in, you may receive promotional SMS messages. Message/data rates may apply. Unsubscribe at any time by replying “STOP” or clicking the unsubscribe link.

9. Privacy & Cookie Policy
Your personal information is handled in accordance with our Privacy Policy (last updated January 13, 2025). We collect and use data for order processing, marketing (if opted in), customer support, analytics, and compliance. Review the policy periodically for updates.