Shipping policy
Thank you for shopping with Rainy River Homestead. Many of our products are handmade, personalized or produced to order. Please review the information below to understand our production and shipping process.
Order Processing and Production Times
Production times vary depending on the product ordered.
Our handcrafted lake maps generally require approximately 2–3 weeks of production time before shipping. During holidays, sales, periods of high demand or unusually large order volumes, production may take longer.
Smaller products, ready-made items and other laser-cut products may have shorter production times. The estimated production time shown on the individual product page will apply to your order.
Production times are estimates and are not guaranteed. We will make every reasonable effort to complete orders within the stated timeframe and will contact you if we expect a significant delay.
Please remember that production time is separate from shipping time. Delivery estimates begin only after your order has been completed and handed over to the shipping carrier.
Orders Containing Multiple Products
When an order contains products with different production times, the entire order may be held until all items are complete and ready to ship.
In some circumstances, items may be shipped separately. If an order is sent in more than one package, separate tracking information may be provided.
Custom and Personalized Orders
Custom maps, personalized engravings, custom designs and other made-to-order products may require additional information or approval before production can begin.
We will contact you using the email address provided with your order if we require personalization details, clarification or design approval.
Failure to provide the requested information may delay your order. Please check your junk or spam folder if you are expecting a message from us.
Once a personalized or custom product has entered production, changes or cancellations may no longer be possible.
Shipping Rates
Shipping costs are calculated and displayed at checkout based on factors such as the delivery location, package size, package weight and available shipping service.
Any free-shipping promotions, discounts or special shipping rates will be clearly stated on our website or during checkout.
Shipping Carriers and Methods
Orders may be shipped using Canada Post, UPS, FedEx or another suitable shipping carrier, depending on the destination, package size and service selected.
The shipping service displayed or selected at checkout will generally be used. However, we may use a comparable carrier or service when reasonably necessary to safely and efficiently deliver your order.
Tracking Information
Tracking is provided when it is included with the shipping service used.
Once your order has shipped, you will receive a shipping confirmation email containing tracking information when available.
Please allow approximately 24–48 hours for tracking information to begin updating after a shipping label has been created.
Some lower-cost shipping methods, including certain letter-mail shipments, may not include tracking. When an untracked shipping method is used, detailed tracking updates and confirmed delivery information will not be available.
Estimated Delivery Times
Delivery times vary depending on the destination and shipping service selected.
Estimated delivery times may be shown during checkout or provided by the shipping carrier after the order has shipped.
Delivery estimates do not include production time and are not guaranteed. Severe weather, holidays, remote destinations, customs processing, labour disruptions and other carrier delays may result in longer delivery times.
Once a package has been accepted by the shipping carrier, transit and delivery times are outside the direct control of Rainy River Homestead.
Canadian Orders
Canadian orders may be subject to longer delivery times when shipped to rural, northern or remote locations.
Any delivery estimate provided by the carrier is an estimate only and does not guarantee arrival by a particular date.
United States and International Orders
Orders shipped outside Canada may be subject to customs inspections, import duties, taxes, brokerage charges or other fees imposed by the destination country.
Unless specifically stated otherwise, these charges are not included in the product price or shipping cost. The customer is responsible for any duties, taxes, customs charges or import-related fees assessed on the shipment.
Customs processing may delay delivery. Rainy River Homestead cannot control how long a package is held or processed by customs authorities.
Customers are responsible for confirming that the products they order can be legally imported into their country or region.
Accurate Shipping Information
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Please contact us as soon as possible if you notice an error in your shipping information. We will make every reasonable effort to correct the address before the order ships, but changes cannot be guaranteed after a shipping label has been created or the package has been accepted by the carrier.
Rainy River Homestead is not responsible for packages that are delayed, returned, misdelivered or lost because an incorrect or incomplete address was provided.
Additional shipping charges may apply if an order must be shipped again because of an incorrect address, refused delivery, failed delivery attempt or unclaimed package.
Returned-to-Sender Packages
If a package is returned to us because of an incorrect address, refused delivery, unpaid customs charges, failure to collect the package or another issue outside our control, we will contact you after the package has been returned.
The customer may be responsible for the cost of shipping the order again.
Original shipping charges are generally non-refundable when a package is returned for reasons outside the control of Rainy River Homestead.
Delayed Packages
Shipping carriers may occasionally experience delays or limited tracking updates while a package is travelling between facilities.
A lack of tracking movement does not necessarily mean that a package has been lost.
If your order is delayed, please review the tracking information and contact the shipping carrier when appropriate. You may also contact us with your order number, and we will help review the available shipping information.
Carrier delays do not automatically qualify an order for a refund or replacement while the package remains in transit.
Lost Packages
A package will not be considered lost until the carrier’s required waiting period or claim eligibility period has passed.
If a tracked shipment has not received a tracking update for at least 15 days after its last carrier scan, please contact us so we can review the shipment and determine whether a claim can be started.
The carrier may require additional time before officially declaring a package lost.
Replacement, refund or claim decisions will be made after the available tracking information and carrier requirements have been reviewed.
Untracked shipping services do not provide delivery confirmation or detailed tracking. Rainy River Homestead cannot guarantee recovery or carrier compensation for an item shipped using an untracked service.
Damaged Orders
Please inspect your order as soon as it arrives.
If an item is damaged during shipping, contact us promptly and include:
- Your name
- Your order number
- Photographs of the damaged product
- Photographs of the shipping box or envelope
- Photographs of the shipping label
- Photographs of any visible damage to the packaging
- Photographs of the internal packaging materials
Please keep the damaged item, shipping container and all packaging materials until the claim has been reviewed. The shipping carrier may require these materials during the claims process.
Do not discard the packaging before contacting us, as doing so may affect our ability to submit or complete a claim.
Depending on the circumstances, we may offer a repair, replacement, refund or another appropriate resolution after reviewing the damage.
Packages Marked as Delivered
Rainy River Homestead is not responsible for theft or loss after a shipping carrier has marked a package as delivered to the address provided with the order.
If tracking shows that your package was delivered but you cannot locate it, please:
- Check around your delivery area
- Check with other members of your household
- Check with nearby neighbours
- Look for a delivery notice
- Contact your local carrier facility
- Allow a short period of time, as some carriers may mark packages delivered shortly before they arrive
Please contact us if you continue to have difficulty locating the package, and we will help review the available tracking information.
Shipping Insurance and Claims
Some shipping services may include limited carrier coverage or shipping insurance.
Any claim for loss or damage is subject to the shipping carrier’s rules, documentation requirements, eligibility periods and final decision.
Customers must provide any photographs, statements or other information reasonably required to complete a shipping claim.
Submitting a claim does not guarantee that the carrier will approve or pay the claim.
Local Pickup
Local pickup may be available in Rainy River, Ontario, for eligible products.
We will contact you when your order is complete and ready for pickup. Please do not arrive to collect your order until you have received confirmation that it is ready.
Pickup times must be arranged in advance.
Orders selected for local pickup will not be shipped unless separate shipping arrangements and payment are made.
Changes and Cancellations
Please contact us as soon as possible if you need to request a change or cancellation.
Because many of our products are handmade, personalized or produced specifically for each customer, we may not be able to change or cancel an order once production has started.
Custom, personalized and made-to-order products may not be eligible for cancellation or refund after work has begun.
Contact Us
For questions about production, shipping or an existing order, please contact Rainy River Homestead and include your order number whenever possible.
By placing an order with Rainy River Homestead, you acknowledge that you have reviewed and accepted this Shipping Policy.