SHIPPING POLICY 

Our shipping charges are based on standard UPS or U.S. Mail rates (where applicable), which are based on package weight, size, and distance shipped. THE CANARY HOBBY SHOP offers UPS Ground, 3rd Day Select, 2nd Day Air, and Next Day Air shipping to all of our customers who place orders to be shipped to one of the 48 contiguous United States. To help keep shipping costs as low as possible, we use UPS Hundredweight shipping for orders over 100 lbs. for 2nd Day and Next Day shipping, and over 200 lbs. For Ground and 3rd Day. This reduced shipping rate is calculated automatically when an order reaches the appropriate weight. Orders to be shipped out of the 48 contiguous United States (i.e. Alaska and Hawaii) are sent by your choice of US Priority Mail, UPS 2nd Day Air, or UPS Next Day Air delivery. These orders are not eligible for UPS Ground or 3rd Day Select shipping. If you choose Priority Mail, unfortunately, there is no way to track the order in transit.

DELIVERY AND LEAD TIME:

Since UPS does not ship on Saturdays or Sundays (even for express shipping), the actual delivery date may differ from the estimated transit time. For example: A Next Day Air order, leaving our warehouse on a Friday for Los Angeles, will not arrive until Monday, even though it has a one day transit time. Ground shipping: Orders for items that are in stock are usually shipped within 24 to 48 hours, excluding weekends. Barring exceptions, these orders ship out Monday through Friday at around 4:30 pm EST. If an order is placed before 12 PM EST, the order may ship out that same day. Express shipping (Next Day, 2nd Day, 3rd Day): These orders are given top priority. Express orders for items that are in stock are usually shipped within 24 hours, excluding weekends. Barring exceptions, these orders ship out Monday through Friday at around 2:30 PM EST. If an express order is placed before 12 PM EST, it will usually ship out that same day.

BACKORDERS:

Shipping time on backordered items varies. You will be contacted via phone or email if you order a backordered item. At this point you can either choose to wait for the item, or remove it from your order. If you choose to wait, the backordered item will ship out to you automatically just as soon as we get it back in stock. Due to availability and vendor issues, we can only provide an estimate as to when this will occur. Payments for backordered items are made up front as part of the original order. This helps to keep shipping costs down, as it would be more expensive to charge for two separate shipments. If you choose to remove the backordered item from your order, a refund will be issued that is consistent with the original method of payment.

Return Policy

We strive to provide excellent products at low prices, along with excellent customer service.  However, occasionally situations may arise that require special handling.  We have formed the below policies based on past experiences and these policies are in place to protect our company as well as the customers that shop with us.  We strictly adhere to these policies in order to streamline the process of dealing with issues and this allows us to keep our focus on customer service & to keep our prices extremely low. 

Please find your specific situation in the index below to determine how we handle that type of circumstance:

RETURN POLICY INDEX:

1. When my product arrived it was damaged... What should I do?

If your product is damaged upon delivery, please rest assured we will be quick to assist you in getting your item replaced as quickly as possible.  Some of our items are left at the requested delivery location without need of a signature at delivery time.  However, some of our items are shipped via shipping methods that require a signature for complete delivery.  If the item requires signature for delivery & looks to be damaged upon first look, accept the package but note "damaged" next to your name when you sign for it.  Alternatively, have the driver note the damage and show you that he/she has noted it before they leave. Once we are aware of the damage to your item/product, we will have our shipping depatment send out the needed replacement item(s) and/or initiate a shipping damage claim.  Assuming the procedures within this policy are followed, all replacement item(s) will be free of charge to our customer.

2. I refused delivery on an item because after I ordered it I decided I no longer needed it... How is this handled?

We highly recommend not doing this.  If you refuse delivery on an item (or multiple items) you will not be refunded shipping charges to your specified delivery location or back to us.  Additionally, items that go all the way to a customer, and then all the way back without being repackaged or re-secured are very likely to be damaged during shipment back.  If the item is damaged upon return to us, the cost for replacement pieces (or total replacement) will not be refunded.  We will file a shipping damage claim for the cost of the repairs (or total replacement) but you will only be refunded those expenses if & when the shipping claim is accepted by the shipping company and we are given a reimbursement check.

3. I decided to cancel my order after it shipped... How is this handled?

If an order has been shipped out it cannot be cancelled.  If you decide to refuse delivery of the item(s) it will be handled per Policy #2 above.

4. I decided to cancel my order before it shipped... How is this handled?

If we are told to cancel an order before the item(s) ship(s) out we can do so at no expense to the customer.  However, we must be made aware of this via email, prior to the item shipping out.  If an item ships out before we are made aware of the customer's desire to cancel (even if you attempt contact during business hours and are unsuccessful), the situation will be handled based on Policy #3 above. 

5. I provided the wrong shipping address... How is this handled?

If additional shipping expenses are incurred due to the customer providing an incorrect shipping address, those costs will be charged to the card used for the order.  If this mistake was made by us, we will "eat" the extra shipping expenses and do our best to expedite the shipment to you.

6. I changed my mind and I no longer want my item(s)... How is this handled?

At this time we do not take returns.  However, if your item is damaged or defective we are happy to help you get this situation resolved as quickly as possible.  See Policy #1 or Policy #2 above to determine how to handle your specific issue.