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LEAD TIMES
For items that are in stock please allow 2-3 business days to process your order. Once processed, your order will take an additional 5-10 business days to arrive (weekends and holidays are not included). For faster shipping options please contact us by phone 416-588-8950 or e-mail and we will be happy to help you.
If an item is not in stock we will contact you with lead times. These may vary from 1-3 weeks depending on our schedule.
All installation tiles are made to order. Lead times are 3-8 weeks depending on the nature and size of the order. Larger or customized orders may require longer lead times.
SHIPPING
All orders will ship ground unless otherwise requested. Shipping charges are extra and are calculated based on weight and location.
INTERNATIONAL ORDERS
Please contact us directly with your order either by e-mail, phone or fax.
e-mail - info@xeniataler.com
Please do not include your credit card # in an e-mail as it is not safe.
phone - 416-588-8950
fax - 416-588-1065
Canada Post is the most cost effective way to ship your order. Shipping time and shipping cost will depend on the weight of your order and your location. We will give you a quote for your total order amount including shipping and handling before we process your order and charge your credit card.
PACKAGING
We do not offer gift wrapping at this time. We try to use recycled packaging materials as much as possible. With that in mind, your merchandise will arrive well packaged but not necessarily beautifully packaged.
DUTIES AND TAXES TO THE U.S.
U.S. customers will not have Canadian sales tax added to their order. Goods will be shipped duty free under the North American Free Trade Agreement, however customers are responsible for their own sales tax, if applicable.
DUTIES AND TAXES WITHIN CANADA
Canadian customers will have 6% G.S.T. added to their order.
Ontario customers will have 8% P.S.T. added to their order.
Customers from other provinces are responsible for their own sales tax, if applicable.
BROKERAGE
Brokerage charges will apply to all orders over $200. We will contact
you to confirm the brokerage amount before we charge your credit card.
PAYMENT
We accept Visa and MasterCard but not American Express. All prices are quoted in U.S. dollars. Canadian and overseas customers will be charged in U.S. funds.
Our website is secure, however, if you prefer you may call us directly with your credit card number at 416-588-8950 or fax us at 416-588-1065. Please do not e-mail us your credit card # as this method is not secure.
We also accept payment by check. Please allow for longer processing times as we wait for your check to clear.
RETURNS
Returns are accepted within 14 days of purchase (minus original shipping and handling charge) for exchange or store credit only, no cash refunds. The goods must be in original, unused condition and accompanied by the receipt (or a copy). Please e-mail us at info@xeniataler.com with the reason for your return. Items must be shipped in original packaging and must be insured for the full value of the item. Package should be shipped with duties/taxes/freight pre-paid. C.O.D. shipments will not be accepted. Package must be traceable and must require a signature upon delivery (e.g. Fedex, UPS or registered mail).
Returns should be shipped to:
Xenia Taler Design Returns
3884 Chesswood Drive
North York, ON
M3J-2W6
Canada
We cannot refund original shipping charges so additional shipping charges will apply in the event of an exchange. We cannot accept returns for items purchased at other locations other than this site, for example those purchased at a retail store.
All sale items are final.
All installation tile are made to order. Due to the individual nature of installation orders we cannot refund, credit or exchange these orders.
SHIPPING DAMAGE AND PRODUCT DEFECTS
Claims for product defects, shipping damages, or shortages, must be made within 5 days of receiving the product. Please inspect your shipment immediately. Please keep original packaging so that we may make a claim. All returns must be discussed with Xenia Taler Design Inc. Installation of material constitutes acceptance.
PRIVACY
We use personal information collected from you only to fulfill orders that you have requested. We do not share or sell your personal information to third parties, nor do we use it to alert you to new products or events unless you specifically sign up on our mailing list.
COLOR ACCURACY AND VARIATION
Although we strive for uniformity in all our products, the nature of hand made processes inherently produces some variation. These may include variation in size, color and hand painting. Merchandise may vary slightly from samples presented. There may also be slight differences in color due to variation in monitors, printers and software.
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