Frequently asked questions

ORDERS

Due to the quick turnaround times and custom design of each item, we cannot cancel or make changes to orders once you have placed an order.

Once submitted, your order cannot be cancelled - no exceptions. Please feel free to contact me ahead of time with any questions that you may have. All sales are final.

Please email us at hello@birchbarandco.com and we will be happy to help you.

Shipping

All items are handmade to order so please allow 3 - 10 business days for me to design, assemble, and package your item(s) before shipping. In most cases, orders are processed faster than the indicated processing times, but this cannot be guaranteed.

All orders will be processed and prioritized as they are received. Though I will always work as quickly as possible, estimated processing time can change without notice, depending on order size and current order volumes. Shipping times will also vary depending on your location and local postal service, as well as holiday times in the calendar year.

If you need your order by a specific date or if your event is coming up soon, please contact us PRIOR to placing an order to see if delivery is possible by then; I will do my best to accommodate you. Rush fees may apply. You may also require a shipping upgrade.

Yes, you can! You can request expedited production and/or shipping for an additional fee at the check-out.

If the address you entered at the check-out is incorrect, please email me ASAP. If your package has not been shipped yet, I can most likely amend the details for you. But once it has been mailed, I will be unable to change it.

If your package is “returned to sender” due to an incorrect address, you will be required to pay shipping again to have the package re-shipped. Refunds will not be provided for the items.

Currently, we are only offering shipping in Canada and the USA.

If you receive an item that has been damaged while in transit, please contact me within 24-hours, as well as send me a photo of the item and packaging so that we can work together to come to a solution on a case-to-case basis. I strive to provide excellent customer service and I always want to make sure that you are completely happy and satisfied with your purchase.

As a small business, I rely on the postal services to deliver your package(s) and once I drop them off at the post office, it is no longer within my control. Birch Bar + Co. is not responsible for replacing or refunding lost, stolen, damaged or missing packages.

Refunds

All items are made to order, which means that each item is custom made just for you! Unfortunately, Birch Bar + Co. cannot provide refunds on custom, made-to-order items. Please carefully read all listing descriptions, as well as send me a message if you have any additional questions BEFORE placing an order.

Refunds will not be issued if your order does not arrive in time for your event date.

General

Due to the number of orders I receive, digital proofs are not always available, unless otherwise agreed upon. I have found that sending digital proofs to customers typically slows down processing and shipping times due to the delay caused by back-and-forth messages. Most items do have a font generator where you are able to type in your text and see how the letters look in different font choices.

I would absolutely love to create a custom item for your special occasion! All of our party decor and stylish goodies can be further customized to your liking. Please fill out the contact form to inquire.

Yes, I would love to work with you! Whether you own a bakery, party boutique shop or retail store, I cannot wait to connect with you and discuss your interest in carrying Birch Bar + Co. items. If you are interested, send me an email at hello@birchbarandco.com.

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